Training on review of passport services through the use of social accountability tool
Two days program to review the passport services through the use of social accountability tools as held in the capital from 24th- 25t December 2014. On 24th November 2014, the G2C Of- fice was established vide a government order under the Prime Minister’s Office with the mandate to improving public service delivery. As directed by the Prime Minister, one of the first tasks that was undertaken is to segregate the services into core and non- core services and to carry out the review of the core services.
The passport service is an important core service that is required by all citizens ( students, civil servants, private sector and private individuals), therefore it is necessary to review the passport service with the ultimate objective of further simplifying the delivery of the service.
The review of service was carried out in a scientific manner through the use of the Social Accountability tool in particular the community scorecard. In this regard, the G2C office is supported by the AntiCorruption Commission and the Royal Institute of Management, as they have immense experience in conducting the social accountability tool.
The two days program was held at the ACC Conference Hall. The participants of the program are officials from the Passport Section, Department of Protocol, MFA as service providers and from the service users side we have representation from the civil service, corporate sector and the private business individuals.
Through the com- munity scorecard the service providers and service users will engage in a dialogue to identity issues, concerns and shortcoming related to passport service. Further, the service providers will carry out self – evaluation of their services while the service users will score the passport service based on criteria such as timeliness, ease and cost.
The G2C Office hopes to identify the issues and also come up with ways of improving the services and ultimately come up with standardized service delivery standards for passport services after the two days workshop.
The G2C office will replicate this exercise for other core services of the government in the coming months and developed service delivery standards for the services towards improving the delivery of services.