The possibilities are immense including
the rat eating the evidence.
Most shocking is that a case constituting
two witnesses and a total of ten hours
maximum will drag on for five years
hiding behind mentions, adjournment,
judge on leave, sick lawyer but mostly
a rainy morning or Friday afternoon
commitments. Today if your case will be
listened to it will take you six months to
get a hearing date and woe unto you if the
lawyer is busy or has another matter on
the material day.
Service is service. It’s unfortunate to look
at hapless citizens waiting for their cases
to be heard for years on end never mind
they have paid all the requisite fees to
their advocates and courts. Information
flow is a privilege. Despite the great strides
towards moving into cause lists and more
citizen empowerment, where there is
failure to proceed is not communicated at
all and it’s sad to see so much time wasted
and such unsatisfactory services being
offered to citizens without recourse.
What would it take to allocate two days to
a single case, keep the information fresh
for citizen confidence? Is it an operational
reality or have we closed our minds to
Public institutions should borrow a leaf
from banks and see how competition,
technology and discerning customers
changed processes like opening an ac-
count when we used to provide docu-
ments upon documents to deposit our
hard earned money.
future possibilities where we measure
citizen satisfaction?
The public sector can improve its service
to citizens by creating a service charter
with agreed upon deliverables which are
encompassed in measurable performance
metrics. Leaders should be sensitized on
the need to accord good service at all
points e.g. the Team leader in Tourism
must ensure that the service offered by
his colleague at Kenya Airports Authority
equates to a warm welcome as this is the
first impression for the tourism journey in
Kenya.
better if they so desire and make this a
priority for better revenue generation,
citizen satisfaction and it need not cost an
arm and a leg.
Pauline Warui is the Founder of
East Africa Customer Care Centre.
You can commune with her on this
or related matters via email at:
PWarui69@gmail.com
Great experiences start at the first point
of a relationship. The public sector can do
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