It is undeniable that when it comes to decision making, the top management’s role is essential. Service delivery being an all important aspect of the Companies Division, the management team has to devise solutions for its customers’ satisfaction. The Companies Division constantly ensures that prompt, efficient and effective customer service is provided at all times. Thus the need to work as a team and at the same time to strengthen that team spirit which is so trivial in an organisation is recognised as one of the core values of the office
The Companies Division has applied principles required for a transformed Public Service as far as delivery of services is concerned. Our customers include not only the general public but also the business community, professionals like chartered secretaries, chartered accountants, barristers, attorneys, management companies and financial agents but also ministries and parastatal bodies. The users of our services are consulted through customer surveys and meetings for continuous improvement. The results of the consultation are taken into account when decisions are made about the level and type of service to be provided. A balance is constantly being kept between the customers’ needs and expectations and the Companies Division’s reasonable achievements. Resources and relentless efforts are deployed to meet the customers’ most pressing needs. Standards which are relevant and meaningful are complied with. They are even published and displayed at the point of delivery and communicated as widely as possible so that the customers know what type of services they are entitled to; they are also informed that they may make complaints in case of non-observance of the required procedures and practices.
A courteous and respectful greeting does not require any effort. At the Companies Division it is perceived that the concept of courtesy goes much further than asking the officers to smile and saying "Please" and "Thank you" though these are certainly required. It embraces an entire code of behaviour which includes stepping in the shoes of the customers and to understand their grievances to be able to treat them with as much consideration and respect as they would want to receive themselves.
Where customers have little or no choice about the services they receive, information is one of the most powerful tools, and sometimes the only tool that customers can use to claim their right to a good service. The information provided by the staff of the Companies Division is accurate, accessible, consistent, understandable and timely. It is provided in forms which meet the varying needs of different users. For example the Companies Division has set up a special counter for providing information as one cannot expect that written information will be understood by all users: many people prefer to receive information verbally, so that they can ask questions interactively and thus relate to the staff. Failure to give a member of the public a simple, satisfactory explanation to an enquiry may result in an incorrectly completed application form which could be a costly exercise.
Through communication and regular meetings, all members of the staff are made aware of the importance of good quality service. Such values as openness, transparency, responsiveness, sense of innovation would not have been possible if our staff were not sensitized about their role in the Division.