The benchmarking visit byRuth Mputeni, Chief Corporate Affairs and Public Relations Officer of the Malawi Judiciary, entered its second day with a comprehensive engagement at the Judiciary Communications and Public Relations Registry in Kampala, focusing on strengthening institutional communication and public engagement.
The Day II session provided practical insights into the Uganda Judiciary’s communication frameworks, highlighting key areas such as client engagement, service standards, media relations, and feedback mechanisms.
Leading the session, Principal Communications Officer Sheila Wamboga guided the visiting delegate through the Judiciary Client Charter, emphasizing its importance in building and sustaining public trust.
She explained that the charter clearly outlines the Judiciary’s mandate and defines the standards of service the public should expect.
Wamboga noted that the charter serves as a critical tool for informing the public about available Judiciary services, expected service delivery standards, procedures for addressing dissatisfaction, and the responsibilities of clients interacting with the institution.
She also underscored the central role of the Communications and Public Relations Registry in managing institutional communication, coordinating Judiciary events, organizing Court Open Days, and spearheading stakeholder engagement initiatives aimed at enhancing public awareness and access to justice.
The session further examined the Judiciary Service Delivery Standards, which define expected performance levels across key court processes.
These include case management, implementation of Alternative Dispute Resolution (ADR), the State Brief Scheme, enrolment and issuance of practicing certificates for advocates, and the licensing and disciplining of court bailiffs, among other public-facing services.
Senior Communications Officer Ruth Ashaba elaborated on the roles of communications officers deployed across various courts, highlighting their responsibilities in media management, branding, stakeholder engagement, and coverage of Judiciary activities.
In addition, Senior Client Service Officer Haliima Kaggwa presented the Judiciary’s feedback systems, emphasizing the role of the call centre as a primary channel for receiving and managing public feedback. She explained that information collected through calls is systematically documented, analyzed, and shared with relevant offices, including the Office of the Chief Registrar and the Chief Inspector of Courts, to guide decision-making and improve service delivery.
Speaking at the close of the session, Mputeni commended the Uganda Judiciary for the detailed and practical knowledge shared during the visit.
“The insights gained will play a critical role in informing reforms aimed at strengthening communication and public engagement within the Malawi Judiciary,” she said.
The benchmarking visit continues to serve as a platform for knowledge exchange and institutional learning, reinforcing collaboration between the two Judiciaries in advancing effective communication and service delivery.
