We are failing at the basics – Nipam director

Namibia Institute of Public Administration and Management (Nipam) executive director Heroldt Murangi says the institution is failing its customers at the basics.

This is as Nipam on Thursday launched its new customer service charter, aiming to strengthen accountability and enhance stakeholder engagement.

“We are currently failing at the basics,” Murangi told staff at the launch.

He said it can take three years to issue a training certificate, despite the new charter committing to providing them within 10 days.

“If we want to get different results, we should do things differently. If you don’t want to do this, you are at the wrong place. If you don’t want to commit yourself, come to me. I will facilitate your exit,” Murangi said.

He emphasised the need for implementing the institutional values laid out in the charter, which include timeliness, transparency and efficiency.

Strategy manager Sankwasa Mubita echoed Murangi’s sentiments.

“We are already in violation of the commitments we are making,” he said.

He led the Nipam staff in reading aloud the pledges of the customer service charter.

“To transform the public sector is a big responsibility,” he added.

Nipam provides training courses and acts as the official government consultant for designing new systems to improve public service efficiency. It also conducts research and evaluation on public administration.

The institute was founded in 2011 by an act of parliament.

The customer service charter is a requirement for public institutions and was approved by the Nipam governing council last August.

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