The re-launch of the Citizens' Charter will assist this Ministry in the realization of "a more efficient, effective, responsive and service-oriented MoFPS".
As the Minister indicated in the 2007 re-launch, the MoFPS cannot "remain static in a dynamic environment". As the needs of the country evolve, so too must the customer-service product if it is to meet the needs of all those who demand our services - other public sector entities, the business community, civil society, the international development partners and even those private citizens who seek to engage the Ministry on their own.
While our core products have not changed, the changing domestic and global realities have heralded the need for a customer service that is "communication driven". What we communicate as a Ministry, how we communicate, when we communicate, and to who we communicate determine our customer service and communication strategy. There is no universal John or Lady Public. Our clientele is diverse; their needs are varied; their educational backgrounds are different. The common thread uniting these different people is the need to be treated with respect and the need for answers. The MoFPS has to ensure that our service delivery is of a general high standard, despite the differences among clients.
There is much occurring in the Ministry this fiscal year into the medium term. The Fiscal Responsibility Legislation, Central Treasury Management, tax reform and the Ministry's own internal restructuring, provide a broad framework in terms of the communication needs. We therefore have to ensure that we are ready to respond, ready to communicate the culture change to all our stakeholders. How we manage this process of communication will determine the terms of our engagement with our customers.
By the nature of this Ministry's work, MoFPS is already the place of necessity to do business with. Let our service delivery make MoFPS the government agency of choice to transact business with. We already have a winning formula: Fairness, Integrity, Teamwork and Cooperation, Transparency, Excellence, Accountability, Mutual Respect. FIT TEAM.