Namibia Chamber of Commerce and Industry (NCCI) chief executive officer Tarah Shaanika has revealed to The Villager that it has plans to set up an office that will help small to medium enterprises set up and register their business, a function that is currently under the Ministry of Trade, Industrialisation and SME Development.
This new plan by NCCI is because of the challenges experienced by SMEs who want to register their companies but have to go through unending bureaucratic systems before they can register their companies, often falling victim to mushrooming agencies claiming to provide an easy way.
In the new strategies that the NCCI is working on it plans on doing a customer satisfaction survey, single window system and company customer satisfaction charts. “We are implementing a single window system for our trade activities so that we don’t have too many things when we doing import and exports and also introducing a one stop centre for all the business services, ether its registration of property, intellectual property registration you don’t have to go to different companies like the social security or other required service to register your business,” he said.
The aim of the new strategies is to improve the slow flow of company registering and to avoid delay in this process. Shaanika also admits that the current procedures taken to register companies’ takes time and therefore interventions need to be taken as soon as possible for Namibia to be listed as one of the countries with good customer service compared to other countries.
“We believe that by 2020 e would have at least scored big marks on some of these things except the other things that we do not have control over, however by next year we should have implemented the one stop centre and the single window by this year. The single window is for trade related issues where you are required to import products and export,” he explained.
Although Shaanika admits that customer service in Namibia is a long coming issue, he explained that business registrations and investment will only be done by next year saying that, “this year we want to focus more on customer satisfaction and the one stop and then next year we will start with the single window project, by 2020 we want to be rated as the best in all these things.”
Although NCCI plans to create a contusive environment for both the customers and employees, after the implementation of the two projects, Shaanika reveals that, “at some point we need to remove businesses that were created because of our inefficiency in the system because inefficiency creates a unwanted business activities because the process is so cumbersome that you would not want to run around with that but the money that is paid to the person or agent that might do everything for the business owner is not really money that are productive in the economy,” adding that, “So, I think it is about time that the government becomes efficient and shelf off businesses that were just created because of the slow system and once the this is removed there is no need for people to go these particular agencies.”
Shaanika mentioned that agencies would be removed to make sure the economy benefits has also made example of the Home affairs inefficiency saying that, “The same way people go to agencies to get their passports and Identity documents but if the Ministry of Home affairs become more efficient people don’t have to go to this certain agencies anymore.” The Customer Satisfaction Survey will also be carried out this year as soon as the NCCI has collected enough funds for the project to take off.
“The survey will help us to measure the satisfaction levels of the market in different sectors of the economy for e.g. in the tourism and hospitality industry for example restaurants so that we are able to measure weather Namibians in general are happy with the services they receive in restaurants or supermarkets, automotive industry,” he said. NCCI further targets 70% customer satisfaction by 2020 with the aim of putting Namibia on the map and compared to other countries.
He noted that, “We will be doing this on an annual basis so that we also identify the problems in service delivery and design intervention tools like giving training or coaching or maybe attachments to other companies that are doing well so that we make sure that we do not repeat the problems that we have been experiencing the previous years, it is really a measurement tool for satisfaction of the consumers and so that we are also able to ensure that we are able to benchmark ourselves to other markets elsewhere in the world as we know customer service in Namibia is very poor.”