Lecturer at GIMPA Law School, Clara Beeri Kasser Tee, has disclosed that delays in public services are as a result of administrative corruption within organizational agencies.
According to her, delays are usually attributed to sluggishness and bureaucracy.
Speaking in an interview as the lead consultant on a compiled recommendations put together by the Ghana Integrity Initiative and the Private Enterprises Federation, she , this can be averted via the implementation and use of service delivery charters to fight such corruptions.
“Delays are primarily the root cause of administrative corruption. To address corruption, one must necessarily eliminate unnecessary delays in the delivery of public services; through the effective implementation and use of service delivery charters and automation of services among others; thereby preventing and fighting administrative corruption.
Additionally, Madam Kasser Tee called for the implementation of a bill to expedite transparency. This, she noted, will aid in the effective implementation of Service Delivery Charters in the country.
She further intimated that there is the need to ensure the enactment of legislation. To achieve this, it will require all government agencies to “collaborate, share, and use a common database”. Also, she explained that there is the need to also “liaise with one another in the provision of services to the Ghanaian public and businesses”.
According to the group, the identified problem can be prevente if government enacts an omnibus bill. The bill when enacted will require government agencies to collaborate and use a common database. It will allow the provision of services to the public.
Public institution trainings proposed
Recommendations put forth by PEF and GIIF propose that public institutions should consider the guidelines into consideration. They suggested help also in the developing and reviewing of the SDCs.
Also, they stated that staff must be subject to training on service delivery. They must also exhibit appropriate behaviours towards clients/customers no matter their fields of specialization. This will be according to predetermined quality standards; thereby ushering in a new era in quality management in the public service to meet the demands and needs of customers.
Also, it intimated that the introduction of the SDCs will ensure commitment of public institutions towards the provision of services.
Service Delivery Charter
Essentially, Service Delivery Charter (SDC) is a statement of commitment that a department makes towards service delivery. Although there is is no stringent format, it should address address some profound issues. This includes the name of the department or component.
Also, is an expression of an understanding between the Ghanaian public and a provider of a public service. This is dependent on the quantity and quality of services and defines the type, quality, and magnitude of service that the citizenry can expect from the particular State Institution.
A good SDC must clearly identify the state institution, its purpose, its ‘client base’ and its services as well as establish channels of communication between the Institution and its clients. It must also set out the institution’s client service standards and client rights and responsibilities, and set ways to obtain feedback and handle client enquiries and complaints.
