The outcome of the 2017 Citizen Satisfaction Survey (CSS) pointed to an average performance rating of 54% (average of all the nineteen public service sectors). According to international public service standards, this rating is considered poor. According to public perception, government service delivery needs to be improved. In addition, the quality of service is not consistent across the fourteen (14) administrative regions.
Following on the Survey, the surveyed institutions were tasked to develop Remedial Action Plans (RAPs). We subsequently made a commitment to Cabinet to monitor and evaluate progress made with the implementation of the RAPs. Part of the process of this engagement is also to engage the stakeholders impacted by the survey with a view to assist and advice on the implementation of the RAPs.
The recently submitted progress report on the implementation of the RAPs points to slow implementation as well as non-compliance on the part of the surveyed institutions, which range from Offices/Ministries/Agencies, to Local Authorities as well as State-Owned Enterprises. The proposed assessment visits and engagements will cover a mix of institutions to get a broader perspective on service delivery impact and will involve public servants, political office bearers as well as the broader community and citizens.
