Justice lays down the law on service

The launch of more than a dozen customer service charters guiding the justice ministry and attorney-general office's directorates and subdivisions are set to bolster administration, as well as empower the public.

“The ultimate goal is the delivery of quality legal services and justice for all. The ministry hereby undertakes to ensure that customer satisfaction forms the basis of every undertaking. “Before any decision is taken or action is carried out, the first question will be: 'What impact will this have on customers and stakeholders,” justice minister Sackey Shanghala stressed at the launch last week.

Shanghala said the launch of the service charters is an undertaking to the public “to continue to put our shoulders to the wheel”.

He said this was just the beginning of the process of implementation.

“The ministry's vision is to be a model provider of legal services and justice for all, and we are settling for nothing short of the best,” Shanghala emphasised. He added the charters will act as a “compass of morals or a set of indicators”.



The promise

The individual customer service charter leaflets contain detailed yet succinct outlines and overviews of the duties of each directorate and subdivision at the justice ministry and attorney-general's office.

The charters list each office's public commitments and services, defines customers and stakeholders, and lists service standard frameworks and promises.

Furthermore, the charters include the various ways to contact the individual offices, and include response timelines and standards to be expected by clients, including members of the public.

All the charters contain clear timelines on how phone calls, emails and other contact requests will be handled.

Eight of the customer service charters commit to answering calls within three rings, and to return calls within two days if an answer can't be provided immediately.

The charters detail how requests for information will be dealt with if received in writing, including undertaking, in most cases, to always acknowledge receipt of mails, to reply within a set timeline and to provide up-to-date information on the case as it proceeds and is dealt with.

The charters also commit to how persons visiting offices will be dealt with and within what timeframes.

Customers matter

Shanghala said establishing the charters has shaped a “new mindset and a way of doing business”.

Justice ministry executive director Issaskar Ndjoze emphasised the charters are not only a promise that will gather dust on paper, but a commitment to the public which all at the ministry, from the top leadership to the lower ranks, are “expected to live up to”.

Attorney-General Albert Kawana underlined that quality service provision from public servants to their customers, including the public, is no longer “an option, but a requirement”.

The attorney-general emphasised that the customer service charters are important tools that can help determine the rights and obligations of the public and other stakeholders.

“The main objective of these tools is to set priorities, the better utilisation of resources, strengthen operations and ensure that our office and our stakeholders are working towards common goals.”



JANA-MARI SMITH