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:
- Suppression of records;
- False claim;
- Corruption;
- Embezzlement;
- Dishonesty;
- Falsification of records; and
- 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:
- The ICPC Act 2000;
- The provisions of the Public Service rules that relate to Corrupt Practices, fraud and related Offences;
- The National Anti- Corruption Strategy; and
- The National Ethics policy as well as other standing rules and codes.
- Organize Public forum for integrity and Performance Evaluation;
- Examine the practices, systems and Procedures as provided in section 6(b-d) of the Acts 2000;
- Monitoring of Budget implementation;
- Organize Education and Public enlightenment;
- Participation in Procurement Process of the Ministry; and
- 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.
