Govt launches client charter to enhance accountability

The Ministry of Public Service has launched a new Client Charter aimed at raising service delivery standards in critical areas such as human resource management, payroll, and pension administration.

Unveiled during the Ministry’s annual Barraza, the Charter promises to address complaints within 10 days and ensure payrolls are processed by the 28th of each month.

Permanent Secretary Catherine B. Musingwiire said the Charter holds public servants accountable, aiming to significantly reduce delays and inefficiencies.

“We are committed to delivering quality services within the specified timelines. Our new Client Charter is a testament to that commitment,” Musingwiire stated.

The Charter also introduces penalties for non-compliance, with public servants facing disciplinary action for failing to meet the outlined standards.

Consequences range from formal warnings to dismissal or retirement, in line with the Public Service Standing Orders.

Minister of State for Public Service, Grace Mary Mugasa Akiiki, highlighted the importance of the initiative, noting that it aligns with the government’s broader goal to enhance efficiency and transparency in public service delivery.

“We must continuously evaluate our performance, and where we fall short, necessary actions will be taken,” she said.

The policy will impact all 11 departments within the Ministry, with special attention to areas such as human resource development, civil service training, and public service inspection.

The Charter will also improve the Ministry's responsiveness to public inquiries, ensuring timely and effective feedback.

To ensure transparency, the Ministry has introduced a performance monitoring system, which will publicly address any departments that fail to meet the set standards.

Musingwiire noted that this measure will help public servants meet their key result areas and maintain high standards of service.