Department Of Public Service: Innovative Systems Established

To date, says a source at the Ministry of Public Service Administrative Reforms, systems and work processes were improved in 36 units / divisions of the various ministries and departments of the ISO certification. This certification not only provided greater credibility to the services provided by these organizations, but has also improved the level of their services to the general public.

Meanwhile, in order to assess the level of service in the Public Service a new reform initiative, Mystery Shopping, was introduced in 2013. Standards and service levels of public organizations are evaluated incognito a perspective clients. Key aspects that are measured are the behavior of staff, physical environment, the experience lived in the waiting room and service. The main objective behind the Mystery Shopping is to improve the service. Identified weaknesses are brought to the attention of senior management.

Through the Mystery Shopping, assistance is also available to ministries and departments to address the weaknesses noted through customized training programs. This year the Mystery Shopping has been successfully completed in five organizations.

The year 2013 also saw the launch of Counter Services. These counters are aimed, among other things, improving the quality and level of services required. The aim is to encourage ministries and departments to review their counter by adopting an integrated approach regarding the measures to be taken at the counters. This year, 10 projects were supported by the Ministry. Providing Quality Counter / Customer Services, a guide, was also published.

Moreover, in the wake of Errors, Omissions and Anomalies Committee Report, two mechanisms have been established to carry out reforms in the public service in accordance the Government Programme 2012-2015:. Reform Steering Council and Reforms Cells

The Reform Steering Council has already begun to work. It is chaired by the Senior Chief Executive of the Ministry and includes senior officials from the Prime Minister's Office, Ministry of Finance, the Ministry of ICT, Ministry of Labour, Industrial Relations and Employment, the Office of Public Sector Governance and three representatives of the trade union federations.

Reforms The Cells, for their part, will be called to review the reform agenda of the Government to establish a flexible and responsive public service that is not only open to needs of citizens, but also a public service that does not compromise the quality of life of employees and individual aspirations. These cells have been established in the ministries and departments to ensure implementation of reform initiatives in the respective organizations.

A Public Sector Re-engineering Office, with technical staff, will arm the implementation Council Department.

The Performance Management System is another innovative system established in 2013 by the Ministry of Public Service. As part of the implementation of this system of performance management, the Annual Confidential Report is removed and replaced by a Performance Appraisal Form (PAF) as the only instrument to monitor and report on the performance of individual employees from this year.