Staff Reporter
A snap survey carried out by the Ministry of Public Service and Social Welfare has revealed that the majority of Zimbabweans are satisfied with public service delivery and acknowledged positive improvements in the work culture.
Speaking during yesterday's post Cabinet media briefing,the acting Minister of Information, Publicity and Broadcasting Services, Jenfan Muswere noted that the Government had the greatest interface with people through public service; hence there is need to assess citizens’ satisfaction with these services.
"Given that Government entities have the greatest interface with the people through the public services they provide, there is need to continuously and objectively assess citizens’ satisfaction with the services in order to ensure that expectations are effectively met.
"The Survey is a major milestone in that it serves as a service-level benchmark for Government in spearheading people-centered service delivery. As such, the study gathered information on citizens’ and employees’ perceptions regarding Zimbabwe’s public service delivery system as well as the current work culture among public servants in accordance with set dimensions," said Minister Muswere.
The survey included information from the marginalised groups of society to determine the behaviours and attitudes of public service employees.
"Cabinet informs the nation that the study found that the overall satisfaction index level of satisfaction was 68.47%, averaged from citizen and employee satisfaction rates of 67.7% and 69.17%, respectively. These indices fall within the internationally accepted range of “satisfied”, that is, 60% to 70%.
"This is also against the National Development Strategy 1 (NDS1) target of 50 percent for 2021, hence the conclusion that citizens and employees are generally satisfied with public service delivery," said Minister Muswere.
Minister Muswere also informed the nation that the survey reflected that 66% of Line Ministries use the telephone, print and electronic media to communicate with citizens. Hence the Government will continue to expand and strengthen the use of social media platforms.
The survey also revealed that according to the Work Culture Transformation Index, the levels were satisfactory, meaning that citizens are generally satisfied with public service delivery as the ratings were above 60% international threshold set by Government and the 50% NDS 1 target for “satisfied”, hence the levels are satisfactory.
