Home Affairs is good example of good customer service: NCCI

15 Sep 2015 14:30pm
WINDHOEK, 15 SEP (NAMPA) - There is a major improvement in customer service in Namibia’s public sector in comparison to the private sector, Namibia Chamber of Commerce and Industry (NCCI) Chief Executive Officer Tarah Shaanika says.
He said this while speaking during the opening of the one-day annual Customer Service Management Africa Awards and Conference in the capital on Monday.
The conference was held under the theme 'Expecting better: Delivering more'.
Shaanika stressed that a lack of customer service is a challenging problem that needs to be addressed by all employers and individuals in the country.
“We are taking note of some business and public services that give great service at all times. We all agree that the Ministry of Home Affairs and Immigration, after embarking on its turnaround strategy programme, is a good example of great customer service,” he noted.
Speaking at the same event, Minister of Home Affairs and Immigration Pendukeni Iivula-Ithana said her ministry's turnaround strategy focused on improving service delivery and yielded tangible results.
The Ministry of Home Affairs and Immigration’s improvement programme started 15 months ago. Its objective was to transform the ministry into a highly effective organisation with faster turnaround times, effective systems, shorter queues, efficient offices and improved customer services.
“We can now speak with confidence and say the strategy has given our operations greater efficiency at every level,” said Iivula-Ithana, who spoke on the topic ‘Meeting the challenge of excellent customer service at the Ministry of Home Affairs and Immigration’.
She stressed that the ministry will deliver services better, faster and smarter with the aim of contributing to building a performance-oriented ministry and government as a whole.
She added that her ministry would now be able to meet production cycles, allowing area staff and management to have a clear flow of information throughout the entire operational structure to ensure alignment.
The ministry is now also able to simplify reporting requirements to ensure accuracy of data and has redesigned the layout of the sections. It now has a clearly labelled, organised workplace allowing management to understand workflow.
“We had to relook how best we can provide a unique, high quality customer experience for not only Namibian citizens, but also for everyone who needs our services,” Iivula-Ithana stated.
The minister further noted that customer service excellence is an attitude that must be engrained in the personnel of every division across the ministry.
The conference, which was organised by the Polytechnic of Namibia's Harold Pupkewitz Graduate School of Business, was attended by over 50 participants from the private and public sectors.