The SERVICOM Unit by its mandate is responsible for spearheading the Ministry’s service delivery initiative through SERVICOM compliance and manages its customer relations policy. The Unit is also responsible for enhancing the delivery of service to all the targets and customers of the Ministry not only efficiently but in a timely, friendly and conscious manner. The Unit is charged amongst other things to:
- produce, review and monitor performance of Charters from the ministry,
- manage the Ministry’s Customer Relations Policy including providing opportunities for customer feedback on services,
- institute a Complaints Procedure including Grievance Redress Mechanism for the Ministry,
- provide a comprehensive and effective training policy for frontline staff on customer relations and related matters,
disseminate best practices and other tips on service delivery improvement
