What does this mean for as consumers of the Government of the Republic of Namibia?
- STANDARDS
- INFORMATION
- COURTESY AND HELPFULNESS
- CONSULTATION AND PARTICIPATION
- ACCOUNTABILITY
- TRANSPARENCY
- NON-DISCRIMINATION
- QUALITY OF SERIVCE
- VALUE FOR MONEY
- ACCESSIBILITY
In Namibia, the Government is one of the biggest single
employers and provides services in all sectors of the economy. Thus it is an important service provider and
according to President Hifikepunye Pohamba, "there is a growing
international trend for governments, in both developed and developing
countries, to focus on the need to provide greater value for money in the
delivery of public services. This has led to greater awareness that public
services must improve the quality of the service being rendered to the
customers: citizens, tourists and visiting businessmen and women. For Namibia
to realise Vision 2030, we must "walk to talk" and sharpen our
commitment to improve the quality of services delivered to all who live in or
visit our country.”
The President was speaking at the launch of the reviewed
Namibian Public Service Charter in 2012. The Charter was first launched by the
Founding President, Sam Nujoma in 1997 and had nine general principles. After
the review, accessibility was added as a principle and thus there are now ten.
They are:
STANDARDS
This means each ministry, organisation or state owned
enterprise must set, publish and monitor clear standards of service that a
public servant should uphold.
INFORMATION
The state organs should provide information about the public
services they offer in a prompt straightforward and open manner that is readily
understandable to all consumers.
COURTESY AND HELPFULNESS
Each public servant (GRN employee) must provide a courteous
and helpful service suitable to the convenience of those entitled to the
service.
CONSULTATION AND PARTICIPATION
Ensuring that there is regular consultation with those who
use the services of the public sector and, having taken their views and priorities
into account, provide a choice wherever possible to the benefit of the
consumer.
ACCOUNTABILITY
Provide details of performance against targets and
identifying who is responsible. Such services are being provided by public
servants who can be identified readily by their customers as they should be wearing
name badges. This is to ensure that public servants are accountable for their
actions at all times.
TRANSPARENCY
Disclose how public services are managed together with the
cost and performance of specific services which are open to public scrutiny in
all actions taken in public office.
NON-DISCRIMINATION
Ensuring that services are available and provided equally and
fairly to all.
QUALITY OF SERVICE
Publicize straightforward feedback procedures. Provide where
errors have been made, an apology, full explanation and early correction of the
error.
VALUE FOR MONEY
Provide efficient, effective and affordable public services.
ACCESSIBILITY
Ensure accessibility to public service by accommodating the
service needs of our service users
It is interesting to note that at the launch in 1997, the
Founding President stated, “It is also my hope that parastatals and the private
sector will follow this example and helps make the delivery of services in
Namibia as efficient, cost-effective and consumer-focused as possible.”
Let us hope that will come to pass
