Strategic Objective 1.2
Uphold Operational Standards For Key Services
This is important because it allows us to:
- Provide visible performance targets for employees.
- Assess the customer experience and make effective decisions around priority touchpoints for improvements.
- Measure improvements in service delivery.
- Demonstrate accountability to our clients.
Strategic Initiatives
1.2a Adopt Operational Standards and key performance targets and continuously improve upon the same.
1.2b Enhance capabilities to resolve customer concerns:
- Implement Employee Empowerment Framework focused on low cost/high impact interventions
- Provide training on complaint resolution
- Raise public awareness of complaint handling facilities
1.2c Implement a feedback system and track and publish customer satisfaction levels.
1.2d Implement a government-wide platform to record Departments' attainment of performance targets which support the Government's policy priorities.