✦ LIBER ✦

Putting service back into public service: The transformation of Botswana's immigration services

✍ Scribed by Stephen K. Hacker; Segakweng N. Tsiane

Publisher: Wiley (John Wiley & Sons)
Year: 2011
Tongue: English
Weight: 270 KB
Volume: 31
Category: Article
ISSN: 1932-2054
DOI: 10.1002/joe.21410

No coin nor oath required. For personal study only.

✦ Synopsis

Abstract

Poor customer service at Botswana's Department of Immigration and Citizenship placed its home ministry, Labour and Home Affairs, in the bottom tier of performance rankings and made it a frequent target of criticism. After identifying the root causes of the breakdown in service, the department's leaders used a transformational approach to sharply improve customer relations. Its key elements were a focus on the organization's quality culture, management intervention, on‐site improvement projects, and nontraditional engagements with staff. The awards and testimonials that followed demonstrate that a government organization that concentrates on improving the service‐mindedness of its staff can make rapid, profound, and sustainable gains in the delivery of customer service. © 2012 Wiley Periodicals, Inc.

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