Service Charter Review

Friday, September 4, 2015



The Head of Civil Service, Nana K. Agyekum Dwamena, has charged his management staff to live up to expectation by bringing efficiency and effectiveness in the administration of Government business.  Stressing this, he said in crafting policy direction for the Service, officers should be mindful of the need for efficiency, eschew waste and have the sense of cost effectiveness in their overall duties.

  According to him, he has a vision to ensure that OHCS provides the Ghanaian public an efficient and effective service delivery that inures to the benefit of all citizen.

 He urged them to put their shoulders to the wheel and show dedication and commitment in all that they do, so that collectively the bigger objective of productive and proactive Civil Service would be achieved.

   Nana K. Agyekum Dwamena, made the appeal on Monday, 18th August, 2015 in Accra, at a staff training durbar to review the OHCS Client Service Charter to reflect the current service delivery standards.

 The Client Service Charter is a policy document which gives a direction on the aims and objectives of what the Service intends to achieve or prosecute with the Public and its key stakeholders in accordance with OHCS mandate.

 The Head of Civil Service, Nana Agyekum Dwamena, said no Officer in the Service should be seen to be making life difficult for others either as Civil Servants or as a Client.  He advised the staff to come up with a very realistic revised charter that deals with bureaucracy and addressed the frustrations of the working populace.

 He further, charged his officers to always demonstrate selflessness in the delivery of service, placing themselves in the shoes of others to ensure that their services were appreciated.

The Chief Director of the OHCS, Mrs. Cynthia Asare Bediako on the other hand, encouraged the staff especially the IPPD Section to ensure that processing staff inputs for payment of salary related issues were properly adhered to.  She said, the standards being developed should be crafted to avoid possible delays, so that OHCS is not blamed for any wrong-doing.

  Mrs. Cynthia Asare Bediako, suggested that, there was the need for the OHCS to constantly give feedback to the applicants or MDAs either written or through phone calls to calm anxiety and unnecessary speculations and accusation of corrupt practices.  She advised further that the Service Charter when developed should be adhered to at all times.

  She cautioned that elsewhere officers who caused delays to service delivery beyond what the Service Charter stipulates were surcharged, and that OHCS may introduce it should it becomes obvious that delays were caused by human error or laziness. The OHCS, per the Act that established it; PNDCL 327 has the ultimate responsibility of ensuring that the Civil Service functions optimally to support government business.

 The Client Service Charter has been revised such that some services which hitherto took ten(10) working days to respond has been reduced to seven(7) working days.  Some of the items catalogued on the Client Services Charter includes:

  •         Conversion from one class to another in the service,
  •         Upgrading upon passing a prescribed scheme of service qualifying examination,
  •         Transfer from one public service into civil service,
  •         Processing of study among others.  

Present at the Service Charter, review training were all the senior management team of the OHCS, who also pledged their commitment to the process.