Fiji's Public Service Commission (PSC) is working closely with government departments and ministries on their service charter to improve their delivery services.
The introduction of the Service Charters in 2011 for all ministries and departments was identified as a strategy towards improving the quality of service in the public sector.
PSC permanent secretary Parmesh Chand in a statement said the Service Charter is a social contract between an agency and its customers that seeks to provide timely, responsive and quality service to those seeking advice and assistance.
“We commend those Ministries and Departments that have shown a written commitment towards providing quality services to their customers,” he said.
However, he said they are also liaising closely with those who have yet to formulate their Service Charters.
“The benefits are mutually rewarding to both the customer and the organisation as the more feedback received the greater the opportunity to improve on service delivery processes.”
“Previously, the voice of the customer/client was often ignored but as we move towards adopting methods of best practices there is a need to take heed of the views of those seeking advice and assistance and provide them with the appropriate timely response that will reflect a positive image of the organisation.”
He said the opportunity to continually improve on service delivery is a way forward in the civil service and an integral part of the reforms.
The Public Service Commission has urged ministries and departments to have their Charter posters displayed prominently in customer service areas so that visitors are able to compare the actual service provided against the agency’s commitment.
By Ropate Valemei