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, it is up to the management team to devise solutions for customer satisfaction. The Companies Division constantly ensures that prompt, efficient and effective customer service is provided at all times. Thus the need to work in a team and at the same time to strengthen that team spirit which is so important in an organisation is recognised as one of the core values of the office.
Our customers include not only the general public, professionals operating in the business community, a large variety of professionals such as chartered secretaries, chartered accountants, barristers, attorneys and management companies but also ministries and parastatal bodies.
The Companies Division has put into practice the principles established in the Public Service Delivery Charter. The users of services are through customer surveys and meetings consulted for continuous improvement. A sort of balance is constantly kept between what the customers want and what the Companies Division can realistically provide. Standards which are relevant and meaningful to the customers are maintained. They are published and displayed at the point of delivery and communicated as widely as possible so that the customers know what level of service they are entitled to expect, and can make complaints if they do not receive it.
The concept of courtesy goes much wider than asking the officers of the Companies Division to give a polite smile and saying "Please" and "Thank you" though these are certainly required. It embraces an entire code of behaviour in which the officers put themselves in the shoes of the customers and treat them with as much consideration and respect as they would want to receive themselves. A courteous and respectful greeting requires no financial investment.
Information is one of the most powerful tools, sometimes the only tool that customers expect in order to exercise their right of good service. The information provided by the staff of the Companies Division is accurate, accessible, consistent, understandable and timely. 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 costly.
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 the staff were not sensitized about their role in the Division.
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