Can the state offer good service?

Recently I paid visits to two government offices in Mangaung.

The first visit was to the Thaba Nchu Magistrates Court in Selosesha and the second to the Department of Home Affairs in Bloemfontein.

The visit to the court was appalling, to say the least.

In the first instance, as a client – or a member of the public – I did not encounter an inquiries desk.

This is the first blunder by any service provider, be it a public or private sector entity.

We waited for many hours without being helped because apparently there was only one magistrate dealing with all civil, maintenance and criminal cases.

As people sat in waiting areas, the desperation and hopelessness on their faces was vividly clear.

To some, this seemed normal as they went on with their normal chats, discussing their past experiences at this very government service centre.

But to many who obviously had other businesses to take care of, the experience was simply annoying and below acceptable standards.

Two days after this depressing experience, I visited the home affairs offices in Rocklands.

Given my previous visits to this office, I was not eager to go but I had no choice because I had to apply for a passport to attend a funeral in Lesotho.

My passport had expired.

When I entered the office I met a “receptionist” who answered a few questions I had and also directed me to go to various desks for assistance.

After this, I was then sent to a “greeter” who gave me expert advice on steps to follow in the application process.

This made me feel like a worthy client because the office did not assume that a client will automatically know where to go for a service.

From this I went to various desks.

There were very few people in the queues due to the efficiency of the system.

I did not fill a single form – everything was automated, including my signature.

The staff were friendly, helpful and knowledgeable – another aspect that made me feel like an important client.

I have been to many other government departments and private businesses that provide services to clients.

And I have had different experiences.

I have seen people queuing for ages at clinics, municipal offices, police stations and some shops.

I have also seen government departments offering good customer service to clients, like the home affairs experience I have related above.But I think we need to ask ourselves some important questions: how can one department/office offer services better than the other department?

What can we do to improve customer care in the public sector?

I honestly do not think that it was accidental for the service at home affairs to be relatively superior. I believe it is a result of innovation, commitment and leadership from all in the department, from junior to executive staff, as well as the political leadership.

Had it not been for the commitment and determination of the staff at the department, the automated systems would not have borne any positive results.

The clients would still have to sit in long queues just to get birth certificates and other important registration documents.

It simply amazes me how many government departments simply refuse to embrace the information superhighway despite the evolution of our society.

The days of using information technology for sharing of information alone are long gone.

Information technology is used worldwide to improve not only service delivery, but also to enhance the efficiency of a service provider.

While many studies have been conducted to assess the extent to which red tape – a series of actions or complicated tasks that seem unnecessary but that a government or organisation requires you to do in order to get or do something – in the public sector discourages investment in an area, no study has been made on how this complex bureaucratic process influences the public’s perception of the state, and their confidence thereto.

I strongly believe that the government, like many reputable private sector corporations, can offer excellent customer services to us, the clients. Through increased use of information and communication technology, science, research and development and rigorous application of people-driven frontline and problem-solving techniques, all our government offices can offer good service to clients. We do not need a huge budget to offer advice, problem-solving and other customer care services to the clients.

We need to respect all clients, and treat them as our employers, without the unnecessary arrogance that is often displayed by those who believe they wield power.

The poor and destitute clients must be treated equally to the rich clients.

Long queues at our offices are not normal – they can be made shorter with increased efficiency and better leadership.

The government, like a normal enterprise, must provide services in a uniform manner.

Whether a client is in a Kuruman clinic, or at a court in Botshabelo, they must receive a similar service.

This is one government, after all.