The Ministry of Public Service has launched Client Charter FY 2022/23-2024/25 to enforce discipline among civil servants.
Launched on Tuesday, September 17, 2024, at the Ministry headquarters in Wandegeya, Kampala, by Catherine Bitarakwate Musingwire, the Permanent Secretary, the Client Charter seeks to ensure strict regulations and penalties on public officers who fail to deliver on the standards of service delivery to the government and the public at large.
Bitarakwate noted that there have been public officers who failed to meet the standards of services according to the expectations of the Ministry.
She adds that the newly launched Clients Charter will guide how an indiscipline civil servant should be reprimanded.
“First and foremost, we let the officers have a dialogue with their supervisors to ascertain possibilities of change. We then send three warnings to the officer in case of no change, and in case of no change, we reprimand or severely reprimand the officer accordingly. In the worst-case scenario, we retire the officer from providing services to the government or the public,” she noted.
Bitarakwate added that the work of the Ministry is to ensure efficiency and effectiveness of service delivery across all arms of government to ensure that the standards of services provided are of quality.
“Our work is to tell the public the services that they are supposed to receive; go ahead and tell them of the timeliness of the service delivery. We go beyond that and make sure that the detail of service is of quality according to expectation,” she stated.
A client charter is a social contract between a Ministry Department and agency (MDA) or local government (LG) and service recipients. It is a strategic tool that enables the government to commit to service delivery with clear performance targets that address customer satisfaction.
