Service quality can be defined as the difference between customer’s expectations for the service encounter and the perceptions of the service received.

The key problems that contribute to the poor customer service culture are unhelpfulness, slow to deliver and rudeness. For that, a consensus has been reached among leaders in political, public and private sectors with an objective of establishing a rapid and sustained improvement in the quality of services as a national priority.

Public Servants should take into consideration the following ingredients for the quality service delivered:  

Public servants attitude towards service enquirers

It is always essential and vital for a public institution to appoint to the frontline, key contact staff who will build a friendly, quick service and responsive working environment. For instance, the success and sustainability of our services will depend upon positive attitudes that we uphold while on service. Hereafter are outlined some basic attitudes for public servants to be successful in their work placements: 

• Making the first impression

Public servants should pay much attention to their appearances, general grooming and cleanliness, voice tone and postures but most important showing courtesy towards service enquirers. When it comes to making the first impression, body language as well as appearance speaks much louder than words. Use your body language to project appropriate confidence and self-assurance. Stand tall, smile, make eye contact, greet with a firm handshake where it is possible;

• Putting himself/ herself in the place of the service enquirer  

Public Servants should treat well the service enquirer no matter what is the issue. “Treat the person as you yourself would like to be treated”, aiming at taking care of the service enquirer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the service enquirer's requirements are met;

•       Respect and value the time

Public service should be provided timely and efficiently in order to give service enquirers the best possible value of their time. “Timeliness” or “responsiveness” refers to respond “on time” to enquiries, orders, deliveries, appointments and complaints, among others, as time is a precious and limited commodity not to be wasted;

The Public Service Commission is pleased to encourage public servants in their work placements, to nourish and own the culture of quality service delivery, in order to fulfil the mandate of their respective institutions and ensure the satisfaction of service enquirers. 

UWAMAHORO Claire & NZIGIYIMANA Gilbert

 Service Delivery Officers