PUBLIC SERVICE REFORM NEEDED

Jan 22, 2016 Editorial, Features / Columnists

In general, the business community has subscribed to the belief which held that customers are always viewed as valuable contributors to the success of commerce everywhere. This viewpoint is reflected in the well-known phrases that say “the customer is always right” or “the customer is never wrong.”
This modern approach to running a business acknowledges the impact of customers on the old-fashioned corporate thinking and their role in modern society. Owners of companies believe that customers are at the centre of the success of businesses—a fact that cannot be denied.
These concepts were guided by the recognition that businesses really exist because the customers have needs which can be met by companies. Therefore, if companies place emphasis on keeping customers happy by meeting and exceeding their expectations, the customers would continue their patronage, spend more; and companies would become even more profitable.
To some degree, governments are like businesses, but the only difference is governments are not profit-driven; they are in the business of providing a range of vital services to satisfy the needs of the public. To deliver on their mandates, governments depend on the support and cooperation of a wide range of customers to contribute to the achievement of economic growth and the tax payers who provide the revenue to fund the operations of governments.
Since independence, successive governments in Guyana have expressed their commitment to public sector reform with the aim of improving the quality and delivery of services to the people. But talking about public sector reform and actually doing nothing about it would be absurd. Today, the government continues to lag badly behind the private sector in terms of providing services to the public. In fact, many public servants view the public as bothersome and are reluctant to serve them. There have been many complaints from the people about the shabby treatment they have received from civil servants, some bordering on contempt and others totally disrespectful of them who are the customers and the taxpayers.
For years, Guyanese from all walks of life, from the ordinary worker to housewives continue to wait in long lines for hours to be served at various governments departments and agencies. Many small businessmen have also experienced similar treatment, others have complained bitterly that it is almost impossible to see or even communicate with a minister. Such aloofness is problematic.
The fact that any of its ministers are not making themselves available to the electorate is a bad sign for the government. It speaks to the lack of appreciation and disdain that some ministers have for the people. It does not take a scientist to solve the aforementioned problems; the government is in power long enough to reduce the long lines and hours of waiting. But until the Government starts to see itself as a facilitator of services to the people, then its stated objective of sustainable economic and human development, as well as to a good life for all, will remain elusive.
The failure by the government to deliver proper customer service in a timely fashion shows that reforms are badly needed within the public sector to provide better service to the people.
Bureaucracy and other inefficiencies in the public service have invariably led to loss of investment in Guyana and the closure of many businesses. These losses have deprived the country of much needed jobs, foreign exchange earnings and other benefits.
Serious reforms of the public sector are urgently needed and should be a top priority for the government. At a time when the economy is faltering and the prices of key commodities are falling, public sector inefficiency can no longer be ignored.

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PUBLIC SERVICE REFORM NEEDED

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