LOBATSE - Workers at border posts have been implored to serve customers diligently in order to maintain Botswana's positive image to the outside world.

Addressing Botswana Unified Revenue Service (BURS) employees at Ramatlabama and Pioneer Gate border posts, finance and development planning assistant minister, Mr Charles Tibone said border post workers were in the frontline, hence the need for them to always remain conscious of the responsibility vested in them to present Botswana in positive light to visitors. Mr Tibone urged the employees to carry themselves responsibly in the execution of their duties, saying as they dispense services to customers, they should be aware that their actions would determine the customers' attitude towards Botswana's levels of service delivery.

He expressed disappointment that he was not given a warm welcome on arrival at Ramatlabama border post, saying this was an indication of the kind of service that customers receive at the hands of employees there.

Minister Tibone noted that despite resource constraints at the two border posts, employees had no right to give customers sub-standard service.

He called on the employees to do all in their power to satisfy customers, noting that values such as botho were central to customer satisfaction.

He cautioned them against letting their guard down, saying doing so had the potential to erode the good service delivery that Botswana had come to be known for. Mr Tibone acknowledged that the two border posts were some of the busiest in the country and as such employees stationed at them often work under immense pressure. He thus called on the employees not to let the pressure become a deterrent in their efforts to offer customers world class service. For their part, officers said their working conditions were deplorable. They blamed the working conditions for their low morale and lack of enthusiasm in the way they carry out their duties. They pleaded with the assistant minister to do something about their dilapidated residential and office accommodation, saying they had in the past raised the issue during similar visits by ministers but nothing had been done.

They said in addition to their offices and houses being old, they were also too small to accommodate them decently.

They also told the minister that they live in fear as their residential houses did not have a perimeter fence, a scenario, which they said made them susceptible to attacks by criminals.

Furthermore, they stated that there were no street lights at their residences, which also made the area conducive for the occurrence of criminal activities.

The employees also complained of frequent power cuts, which they said impact negatively on their efforts to serve customers diligently and on time.

They said they had long requested for a back-up generator for use during power cuts but nothing had been done so far.

Furthermore, they complained that BURS management took long to address issues that concern them, saying they were promised in the past that a new salary structure would be effected but to date no feedback had been given despite a promise that the new salary structure would be out by December last year.

The employees also informed the minister that the water that they drink was polluted, adding that though the problem had existed for a long time, no lasting solution was never put in place to address it.

In response, Mr Tibone assured them that he would forward their requests and concerns to relevant authorities to ensure that they were addressed. BOPA