Agriculture, Water and Forestry (MAWF) minister John Mutorwa has warned his staff members to stop locking their doors and leaving notices of absenteeism at the expense of clients who are seeking services.
Speaking at the ministry's Customer Service Charter launch Mutorwa said he had received an email from a customer complaining about their Otjiwarongo branch.
“I have received an email, but I am not going to mention any names, this customer was complaining about our Otjiwarongo branch saying that he visited the ministry’s offices and found a notice board written ‘We do not receive payments after 02h00,” Mutorwa stressed.
He added that the ministry keeps complaining about insufficient funds while at the same time its staff refuses to take in payments, he said what happened in Otjiwarongo should never happen again.
“There are times that I would also see notices at some peoples office saying ‘I am not available’ while busy reading newspapers. If we want this customer service charter to work we need to make sure that we give the best service to our clients,” he said.
He also said ''sometimes people buy specific products because of the excellent customer service they have received no matter how much the price is and they go out there to spread the word''.
Mutorwa said the Customer Service Charter is developed as a guide that defines ministerial service delivery standards, ''explaining the right of our diversified clients and how their complaints are being handled.”
The charter combines the functions of each department, directorate, and division and outlines what is expected of them by the ministry’s stakeholders and the public at large.
The Charter will also ensure that people from all walks of life can access ministerial operations and services as well as to promote timely and quality service at all levels.
“As a Ministry, the quality of our services relies on the input and cooperation we receive from our various stakeholders and most importantly, from members of the public. Therefore, we request honesty and timeliness in providing us with comments and relevant information,” Mutorwa explained. The Charter equally serves as a mechanism that should be utilised for accountability, integrity, professionalism, transparency, teamwork, commitment, respect and empathy, the minister said.