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Dr Misheck Sibanda

Prosper Ndlovu Business Editor—
THE government will launch the Client Service Charter Compendium this week, which would foster accountability within the public sector. The Office of the President and Cabinet (OPC) yesterday said the charters “herald” the next step towards the successful implementation of the government’s Zim-Asset blueprint.

The OPC said the government was seized with improving public service delivery across the country, which would be enhanced by the unveiling of client service charters.

The move to craft the Client Service Charter Compendium follows growing concerns by citizens and business over poor services across government ministries and departments.

The compendium empowers Zimbabweans to report service shortfalls and suggest ways to improve delivery of public services.

The Chief Secretary to the President and Cabinet, Misheck Sibanda would unveil the compendium at the Zimbabwe International Trade Fair (ZITF) which begins in Bulawayo today.

“We’ve listened to people’s needs and we’re answering the call. As servants of the public and taxpayers, it’s the duty of each and every one of us to deliver the services our citizens and businesses need to thrive,” said Sibanda.

“Putting in place client service charters for each ministry, department and public enterprise is the first step in better meeting their needs and expectations.”

Sibanda said client service charters are ‘social contracts’, stipulating the services offered by each ministry, department and public enterprise as well as the standards for service delivery and the rights and obligations of not only service providers (government) but also service consumers (citizens and businesses).

Most importantly, he added, the charters also give a say to citizens by putting in place mechanisms not only for complaints handling, but also for positive feedback and validation when the government meets the standards expected of it.

By ensuring that citizens always have a say in the way public services are delivered, he said, the charters provide a tool for continual improvement of the services that citizens and businesses rely on to prosper.

“Actions by public institutions can no longer go unchallenged. The charters set the bar for us across the whole government in providing ever more efficient and effective services,” Sibanda added.

“But for them to work, everyone must play their part. It’s a two-way street. Peoples’ voices and opinions are vital in this. We can only improve that which we know isn’t working well enough.”

He said the government was working to put in place user-friendly tools that make it easy for citizens, businesses and investors to alert the government to problems, suggest improvements and provide feedback on how to ensure access to high-quality services.

During the launch of the compendium at the ZITF, the OPC will show a short film, called “Answering the call” detailing key features of the new client service charters.

The video footage will also be available, along with a copy of the compendium on the OPC website (www.opc.gov.zw).

The OPC is the lead office in the government for rolling out the client service charter process, a key part of accelerating the implementation of ZimAsset.

The move is also expected to buttress the ideals of the integrated results based management (IRBM) philosophy and approach that the government has adopted to try and address service challenges facing the country.

IRBM focuses on the appropriate and timely achievement of relevant government goals and objectives through strategic planning, systematic implementation, systematic resource usage, performance monitoring, measurement and reporting as well as systematic utilisation of performance information to improve policy decision-making and program performance at all levels.