News / National
Mugabe sets up complaints hotline
11 Mar 2015 at 07:04hrs | Views
THE government is setting up a Presidential complaints hotline within ministries to address citizen concerns over public sector service delivery.
Zimbabweans will be able to call the hotlines for free to register complaints about poor service from public sector workers and corrupt activities.
The initiative is in-line with the national economic blueprint - the Zimbabwe Agenda for Sustainable Socio-Economic Transformation (Zim-Asset) - which seeks to strengthen institutional structures and systems through the establishment of Results Based Management (RBM).
Ambassador Mary Mubi, the senior principal director in the Office of the President and Cabinet, told journalists at a media workshop in Harare yesterday that the government is reforming the way it carries out its business.
Ambassador Mubi said the Office of the President was pushing for a more transparent government, hence a number of systems were being put in place to enhance communication.
These include toll-free numbers for ministries, availing government applications forms on the internet instead of people travelling to government offices to access them as well as posting standard questions and answers on the websites of ministries.
"In an attempt to give focused attention to service delivery in the public sector, the Department of Public Affairs and Knowledge Management in the Office of the President and Cabinet in collaboration with ministries has established complaints mechanism focal points in ministries and distributed a concept paper on service delivery in the public sector," said Ambassador Mubi.
She said client service charters for the public sector would be launched next month in Bulawayo.
The government will run training programmes to ensure that the complaints handling is carried out at all levels.
She said there will be a feedback mechanism to enhance service delivery at all levels.
The complaints management systems, she said, will be supported by ICT platforms and the Office of the President and Cabinet will have access to all complaints lodged on line.
"Community communication centres will play an important role in areas where there is no ICT infrastructure," she said.
Zimbabweans will be able to call the hotlines for free to register complaints about poor service from public sector workers and corrupt activities.
The initiative is in-line with the national economic blueprint - the Zimbabwe Agenda for Sustainable Socio-Economic Transformation (Zim-Asset) - which seeks to strengthen institutional structures and systems through the establishment of Results Based Management (RBM).
Ambassador Mary Mubi, the senior principal director in the Office of the President and Cabinet, told journalists at a media workshop in Harare yesterday that the government is reforming the way it carries out its business.
Ambassador Mubi said the Office of the President was pushing for a more transparent government, hence a number of systems were being put in place to enhance communication.
These include toll-free numbers for ministries, availing government applications forms on the internet instead of people travelling to government offices to access them as well as posting standard questions and answers on the websites of ministries.
She said client service charters for the public sector would be launched next month in Bulawayo.
The government will run training programmes to ensure that the complaints handling is carried out at all levels.
She said there will be a feedback mechanism to enhance service delivery at all levels.
The complaints management systems, she said, will be supported by ICT platforms and the Office of the President and Cabinet will have access to all complaints lodged on line.
"Community communication centres will play an important role in areas where there is no ICT infrastructure," she said.
Source - chronicle
