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The Directorate of Public Service Management (DPSM)
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Customer and Internal Focus
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The customer service standards in this framework were set and tested during the reengineering and auditing stages of the BPR exercise. The standards are in two categories; the generic and unique. Generic standards are those applicable across the entire Public Service, while unique standards are those specific to Ministries/Departments. The standards will enable the Public Service to:

Customer Focus

•  Deliver to its customers a consistent level of services
•  Inform customers about service delivery expectations and solicit feedback from customers
•  Play a leading role in driving customer service standards and in engaging people and communities in shaping future government activities and legislative framework
•  Identify areas where customer services must integrate with other activities of the Public Service.



Internal Focus

•  Prioritise the elements that are important, allowing them to focus their efforts and resources on achieving realistic improvements within a time-bounded period
•  Hold its officers accountable for the attainment of these standards
•  Identify areas for improvement in the delivery of services
•  Measure and assess compliance with set standards.
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