Im­prove ser­vice in pub­lic in­sti­tu­tions

Sunday News (Zimbabwe) - - Comment & Analysis -

THERE is an ur­gent need to ad­vise Govern­ment of­fi­cers to be help­ful to the pub­lic. Ad­min­is­tra­tion in the pub­lic sphere calls for sym­pa­thy, in­tergrity, tol­er­ance and ef­fi­ciency. You can not per­son­alise is­sues by rais­ing your voice block­ing the client etc No! Stop lump­ing to­gether clients who need dif­fer­ent needs into slow-mov­ing queues. There must be help desk points that quickly di­rect peo­ple to the cor­rect queues to avoid wast­ing time.

I had pain­ful queue ex­pe­ri­ences at Mpilo Hospi­tal, NSSA, banks etc. Com­put­ers were de­vel­oped to speed up pro­cesses. Not in Zim­babwe. Queues have tre­bled, er­rors are plenty. Why? Is it a ques­tion of ill-trained per­son­nel? The whole thing smacks of habits that have gone for too long un­pun­ished. Nepo­tism is the only rot that per­mits such com­mis­sion by the so-called bosses in the in­fa­mous prac­tice.

I was puz­zled when Nust could not un­der­stand how the Guardian Fund from As­sis­tant Master of High Court func­tions with re­gards to pay­ment of fees. Train or prop­erly ori­ent your staff be­cause they cause con­fu­sion to peo­ple in need of their help in­stead. Ul­ti­mately we will have to ques­tion the cre­den­tials of those mess­ing the face to face com­mu­ni­ca­tion at the ex­pense of the stand­ing of the in­sti­tu­tion. Sat­sha, heyi bantu siyekuphi! Peter Ng­wenya, Nku­lumane 12, Bu­l­awayo.

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