PUBLIC SECTOR WORKSHOP ON BETTER SERVICE DELIVERY HELD IN ACCRA

The National Customer Service Advocate and the Executive Director of the Organisation for Customer Service Excellence-Ghana,Mr. Hector Wulff,attends a two day workshop organized by the Public Sector Reform Secretariat at the Presidency, and the Commission On Human Rights and Administrative Justice(CHRAJ) Sponsored by the UNDP.
The workshop seeks to review the status of implementation of Client Service Charters in the public sector as well as validate a draft questioner intended to elicit information on Client Service Charters from all Ministries,Departments and Agencies(MDAs) and Metropolitan,Municipal and District Assemblies through out Ghana.
Mr.Hector Wulff, as a leading stakeholder and government adviser on Customer Service issues has been invited to contribute meaningfully to this development together with other stakeholders as well.
“Ghanaians must not continue to put up with mediocre service delivery from public services.”
The Deputy Commissioner of CHRAJ, Joseph Whittal made the call on Tuesday in Accra at the opening ceremony of a two-day workshop on review and validation of Service Charters in the Public Services organized by CHRAJ and the Public Sector Reform Secretariat (PSRS) under the theme, ‘Client Service Charters-A tool for Improved Service Delivery.’
He said service delivery in the country, which is mostly funded by the taxpayer, was low.
“The available information from the Ministry of Finance that a whopping 70% of revenue accruing to the state annually is used to pay public officials is sobering, and should more than justify the need to reconsider the standard and quality of service rendered by public officials,” he noted.
In line with this, he called for the evaluation and adoption of service charters to serve as guidelines.
“It is the Commission’s intention to give maximum publicity to the client service charters when they are reviewed and adopted in our quest to ensure that service users demand better standards from duty bearers,” the Commissioner said.
“The public service is the implementing organ of government policies and programmes and by adopting client or service charters would be fulfilling a key government commitment of allowing transparency and participation in decisions that affect them,” according to Mr. Whittal.
He stated that improvement in compensation for public officials must be reciprocated by enhancing productivity and improving the quality and standards of services public officials deliver to the public “after all it is their taxes that go to pay these enhanced compensation.”
Meanwhile, Minister of State at the Presidency in Charge of Public Sector Reforms, Alhassan Azong, in a remark, said the workshop would serve as a platform for the review of the implementation of existing Client Service Charters, as well as to validate “a questionnaire, the outcome of which, altogether will help develop a prototype Customer Service Charter for use by all MDAs and MMDAs.”
According to him, improving the performance of public officials is critical to the success of the private and public sectors.
“The image of the public service will improve if the public can expect their requests and queries to be dealt with in a professional and timely manner,” the minister said.

Minister of State at the Presidency in charge of Public Sector Reforms, Hon Alhassan Azong

Hon Alhassan Azong in a group photo with some of the participants

VODAFONE GHANA: CUSTOMERS ANGRY OVER CARELESS CUSTOMER SERVICE

 
Customers of Vodfone Ghana and the entire mobile network consuming public in Ghana, are angry and disappointed over the barrage of intensified bad service delivery they have experienced lately from the network operator,making some consumer protection bodies contemplating on instituting consumer action or demonstration against Vodafone Ghana.
The Executive Director of the Organisation For Customer Service Excellence- Ghana,a leading national advocate for customer service excellence,Mr.Hector Wulff, in an interview with the media regarding his take on the situation,indicated that,this is not the first time the consuming public is suffering at the hands of  Vodafone Ghana for network failure and careless service,they owe us more than an apololog,than those whitewashing empty excuses.
This is not best and standard practice,this is highly intolerable in any part of the world.Mr.Wulff yelled.
Meanwhile,Vodafone has commenced full scale investigations into the cause of its nationwide network outage early this week.
Subscribers of Vodafone were cut off from the rest of the world from Monday night through to Tuesday afternoon.
Subscribers were unable to text, make calls and use the internet following the disruption.
Vodafone which restored the services on Tuesday afternoon says, it has identified the root cause of the outage.
Chief Executive Officer, of Vodafone Haris Broumidis, says the company has instituted a full scale investigation into the incident and will soon provide a detailed report to the regulator, the National Communications Authority, NCA.
Haris Broumidis says Vodafone regrets the inconvenience caused by the network and sincerely apologize to its customers.
“We regret the inconvenience caused by the network outage experienced yesterday and we sincerely apologize to all our customers. Service is now restored and all our customers should be able to make and receive calls, send text messages and browse the internet”, he said.

Yesterday the National Communications Authority directed Vodafone to submit a comprehensive report on the cause of the disruption of its service across the country.
The regulator however did not specify the time frame for which Vodafone must submit the report.
But the NCA in a press statement said the report from the mobile operator must contain into detail the causes of the glitch, services affected, number of consumers affected and plans to avert further occurrences.

STANBIC BANK GHANA, COMMIT'S TO CUSTOMER SERVICE EXCELLENCE

Pay attention to Customer Service issues as that will be the key differentiator in our drive to acquire and retain customers.Alhassan Andani,Chief Executive of Stanbic Bank Ghana, declares to staff.
Mr.Andani,who is very passionate when it comes to customer service issues indicated that as part of efforts to institute a culture of good customer service,there will be rewards for those offering remarkable service and sanctions for careless customer service.
“Every member of staff must be conscious of the service that we deliver to the customer,so long as you hold a Stanbic appointment letter and are in official engagement in its name,you are under service watch”.
Mr.Andani Emphasized that “leadership means challenging your self in your chore,challenging the status-quo,and raising the bar in all that you do.
Staff members should be mindful of excellent customer service in setting the standard”
By Mr. Andani's declaration to the staff of Stanbic Bank, on the importance and seriousness of Customer Service,it comes as no surprise when Stanbic Bank Ghana ,offered to sponsor the Official launch of the 4TH GHANA CUSTOMER SERVICE AWARDS, as part of the banks dedication to customer service issues and the development of customer service in Ghana.This year's GHANA CUSTOMER SERVICE AWARDS,is under the theme:“ GHANA, SAY YES TO CUSTOMER SERVICE EXCELLENCE”.
The GHANA CUSTOMER SERVICE AWARDS was first launched on the 19th November 2010 dubbed Voice of the Customer Awards;it is the only national awards dedicated to Customer Service Excellence, best practice and innovation in customer service delivery in Ghana.
In its fourth year, the GHANA CUSTOMER SERVICE AWARDS seeks to showcase achievements in Customer Service delivered by a businesses, organizations and service providers across Ghana.  Endorsed by the MINISTRY OF TRADE AND INDUSTRY, GHANA CHAMBER OF COMMERCE AND INDUSTRY,PUBLIC SECTOR REFORM SECRETARIAT, GHANA TOURISM AUTHORITY AND currently, the Brand GHANA OFFICE, The awards highlight the importance of providing outstanding customer service in today’s challenging economic climate.
The ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE GHANA ,a leading national advocate for customer service excellence is proud to be associated with STANBIC BANK in pursuit of customer service excellence in Ghana,for business growth and economic development.