News
New guidelines to humanise public service
State officials have been asked to stick to their half-an-hour lunch break, dress appropriately and ensure that public queries, both by post and telephone, are addressed promptly and courteously. These are some of the new guidelines issued to them by the Ministry of Public Administration this week. Aimed at making the public service a more people oriented one, a circular detailing the responsibilities of public servants and the rights of members of the public has been issued through ministry secretaries, provincial secretaries and heads of department.
The circular says that even though half an hour is allocated for the lunch break, the Ministry has received complaints that officials take extended lunch breaks. Under the new rules, public information counters, cash and security counters, etc. have to be manned at all times during duty hours and those working at these counters should take their lunch breaks at different times.
The circular says that on Wednesday which is designated as “public day”, all officials from the Secretary down have to be present in office and have to attend to public requirements. Leave on Wednesday will be restricted strictly to sick leave while officials have been asked to refrain from attending meetings and workshops outside the office premises.
In cases where inquiries have been made by letter, public officials have been asked to send replies within a week and follow up and finalise the matter within a month. All official letters sent out have to be signed off with the words “Herewith dedicated to your service.” In case of telephone inquiries, the circular states that even though the telephone bills are paid for by the government, there have been many complaints that most callers to government offices receive curt replies. This, the circular states, has to be addressed and has suggested that some sort of training be given to those who answer telephones so that they can attend to public queries in a courteous manner.
Public officials have been also asked to scale down functions held in government offices in a bid to cut down wasteful expenditure. The circular also advises public officials to dress in a manner that upholds the dignity of their job and also have their identity cards on their person during office hours. It states that all public servants are bound by these rules and those who violate them would be subject to disciplinary action.