Training in software, customer care and complaint ends in Accra
A two-day customer care and complaint software training to enhance the capacities of Public Sector Client Service Executives in some selected districts, ended in Accra on Tuesday.
The training, the second under Phase Two of the Private Sector Development Strategy (PSDS) under the Ministry of Trade and Industry (MOTI), was attended by 88 participants from 44 Metropolitan, Municipals and District Assemblies (MMDAs).
It is also aimed at making the participants responsive to the needs of customers and other private operators.
Mr Alhassan Azong, Minister of State in-charge of Public Sector Reform, said the training would enable participants to operate an effective Client Service Unit.
In addition, he said, they would improve access to government services and make them more aligned to the needs of the public and enhance the management of feedback from customers.
He underscored the importance of technology software in effective client service management and indicated that the training was a continuation of efforts to transform the Public Service in the context of the present development agenda of empowering public servants to be responsible to public service users.
Mr Azong explained that a Charter spelling out procedures and processes, timelines and standards required in doing business with public institutions, had been developed to ease the difficulty encountered in accessing public service.
He announced that offices in some selected Ministries, Departments and Agencies (MDA’s) and MMDA’s had already been refurbished and furnished to serve as Client Service Units.
Mr Azong said Government was pursuing a new approach towards public sector reforms, which placed reform activities at the doorsteps of the leadership of MDA’s and MMDA’s with Ministers taking full responsibilities of their programmes before the Government.
He noted that it was being anticipated that business would not be done as usual but the public sector would become more responsive to the needs of the citizenry and advised staff of such institutions to embrace the change and desist from unfriendly attitudes towards their customers and work to ensure quality.
“The objective for this training is to develop a public service that aims at promoting meaningful and sustainable jobs for our people and put food on our tables,” he said.
Mr Azong commended efforts of the Ministry of Trade and Industry through the Private Sector Development Strategy (PSDS) in creating the platform for brainstorming and deliberating on the appropriate mechanism to improve service delivery in the country.
He said government was committed under the PSDS to enhance quality delivery of public service and urged the participant to utilise the knowledge acquired as well as the infrastructure provided to attract more clients to contribute their quota to national development.
Mr Walter Kwao-Anati, Acting Director of Public Sector Reform Secretariat, reiterated that the programme was to bring efficiency and generate reports on all customers’ feedback to enable management make effective decisions.
He urged the participants to inculcate the knowledge acquired to their clients and challenged them to live up to expectation.
Nana Akrasi Sarpong, Acting Director at the Ministry of Trade and Industry (MOTI), said capacity building and utilisation was essential to boost productivity by implementing new skills for staff to render value for money to their customers and urged them to serve them effectively and efficiently.
“Be ambassadors of change at your work place,” he added.
Source: GNA