Servicom/ACTU

The Servicom unit is generally responsible for the following:

•  Production, monitoring of the performance and review of SERVICOM Charters within the Ministry;
• Managing the Ministry’s customers relations policy, including providing opportunities for customers feedback on their services;
• Instituting complaints procedure, including Grievance Redress Mechanism;
• Instituting appropriate market research techniques in identifying customer needs and expectations;
• Ensuring the promotion of quality assurance and best practices in the Ministry’s Service Delivery;
• Providing a comprehensive and effective training policy for front-line staff on customer relations and related matters;
• Disseminating best practices and other tips on Service Delivery Improvements;
• Liaising between the Ministry and National SERVICOM Office;
• Serving as Secretariat of the Ministry’s Service Delivery Committee;
• Managing links between strategic partners and other stakeholders on Service Delivery, Market Research and Customer Care/ Relations; and
• Facilitating a safe and conducive working environment for staff at levels of Service Delivery.

The ACTU is generally responsible for the following:

a. Monitor and oversee compliance Civil Service Rules to ensure discipline of offenders on:

1. Suppression of records;
2. False claim;
3. Corruption;
4. Embezzlement;
5. Dishonesty;
6. Falsification of records; and
7. Develop ethics and integrity compliance advisory programme to guide Personnel on staff conduct and discipline.

b. Implement ethics and compliance standards contained in the following instruments:

1. The ICPC Act 2000;
2. The provisions of the Public Service rules that relate to Corrupt Practices, fraud and related Offences;
3. The National Anti- Corruption Strategy; and
4. The National Ethics policy as well as other standing rules and codes.
5. Organize Public forum for integrity and Performance Evaluation;
6. Examine the practices, systems and Procedures as provided in section 6(b-d) of the Acts 2000;
7. Monitoring of Budget implementation;
8. Organize Education and Public enlightenment;
9. Participation in Procurement Process of the Ministry; and
10. Participation in Monitoring/Evaluation of the implementation of Policies, Projects and Programmes of the Ministry to ensure transparency and value for money as well as tracking such Policies, Projects and Programmes.