Stefanus Nashama
The Ministry of Home Affairs, Immigration, Safety and Security launched a Ministerial Customer Service Charter on Thursday to improve its service delivery to people.
Home affairs minister, Albert Kawana said the charter aims to reaffirm the ministry’s dedication to delivering exceptional services to customers every day.
“The purpose of this charter is simple yet profound: To reaffirm our commitment to providing exceptional services to our customers every day,” he stated.
He said that by launching the charter, clients can make the most of the ministry’s services.
“They are the reason for the existence of our ministry. That is why I am proud to announce the creation and launch of this charter, which outlines our core values and principles when it comes to serving our customers,” Kawana said.
He added that the ministry is working hard to ensure Namibia becomes the safest country in the world through collective synergy, ethics, efficiency, patriotism, accessibility, innovation, and customer-centricity.
The charter is translated into eight local languages: Oshiwambo, Silozi, Rukwangali, Afrikaans, Otjiherero, Setswana, and Khoekhoegowab, as well as into braille.
Kawana stated that the goal is to ensure inclusivity and reach an unlimited audience by communicating the type and quality of services provided at the ministry.
“The ministry must meet the defined service levels, and the customers must carry out their obligations. Success will only be achieved if everyone plays their part in everything we do in this Namibian House because achieving our national goals requires a collective effort,” he stressed.
Etienne Maritz, the executive director of the ministry, said that while the charter has been with the ministry, its application has not been consistent throughout.
“Our Customer Service Committee members were not focused on the implementation and sustainability of this initiative. We felt short in terms of awareness creation amongst our staff members and offices of the service,” he said.
Maritz said this necessitated the ministry focussing more on implementing regional customer services, which it has already done.
He added that the charter’s purpose and intended impact on the people have now been translated into action with its launch.
