A Critical Review Of The Implementation Of The Namibian Public Service Charter

ABSTRACT

This study is a critical review of the implementation of the Namibian Public Service Charter (NPSC) introduced in 1997. It is based on the recommendations of the Wage and Salary Commission Report of 1995. The NPSC is a national .framework that guides the improvement of service delivery in Namibia. It has nine general principles, namely standards; information; courtesy and helpfulness; consultation and choice; accountability; openness; and nondiscrimination; quality of service; and value for money. The implementation of the NPSC is expected to be completed in 2003. It requires that ministries develop specific Customer Service Charters (CSCs) for each major functional area where they provide services. Fifty-nine functions were identified for this purpose. Since the introduction of the NPSC, only fifteen CSCs were developed by 2001. The rest are either being developed or are not developed at all. This trend shows that a problem exists in the ministries that have not yet completed this task. Given the limited time left, it appears that this task will not be accomplished. One would argue that either the ministries are not willing to comply with government policy or do not view this as a priority or there may be other constraining factors that have not received the attention they deserved. Consequently, this study was conducted to determine the nature of the problem and proffer recommendations for improving the process. Data was collected using interviews, questionnaires and literature search. The findings were that administrative procedures are in place to facilitate the implementation process. However, these are not specific. Ministries use their own discretion to start the implementation process. As a result, there is no uniformity, and time schedules to adhere to. In addition, there is no budget for this exercise and no training is given to facilitate the implementation process. Middle management drives the process and to make matters worse, it is not monitored. This has inevitably led to delays. In order to improve and speed up the process, the Efficiency and Charter Unit (ECU) should revisit its implementation document to provide specific information on how the NPSC should be implemented. There should be funding for the process and officials should be trained. The ECU and senior management in ministries should show commitment and monitor the process closely to ensure adherence to deadlines.