THE quality of public service delivery is one of the clearest measures of how well a country’s institutions are working for its people. For many Ghanaians, however, accessing basic services remains an exhausting experience, characterised by long delays, unfriendly officials, unnecessary paperwork and repeated visits to public offices.
What should be a straightforward process often becomes a frustrating test of patience, time and, sometimes, personal connections.
It is therefore refreshing that the Chief of Staff, Dr Julius Debrah, has challenged public institutions to move beyond simply following procedures and measure their performance by how effectively their services improve the lives of citizens.
His observation at the Citizen Experience Workshop organised by the China Europe International Business School (CEIBS) Africa Campus in Accra touches on a problem that has persisted for far too long and deserves urgent attention.
Public institutions exist to serve the people, not to make life difficult for them.
Their offices, vehicles, equipment and other facilities are funded through public resources and must be managed in the interest of the citizenry.
As Dr Debrah rightly observed, public officials are merely stewards of these assets and must never lose sight of the responsibility that comes with their positions.
Unfortunately, the experience of many citizens suggests that this responsibility is not always taken seriously.
A person seeking a birth certificate, passport, business permit or other essential document may have to visit an office several times because of unclear instructions, missing information or requirements that could have been communicated from the beginning.
Such practices waste valuable working hours, increase transport costs and undermine public confidence in institutions that should make life easier.
Even more troubling is the perception that knowing someone in an institution can make the difference between receiving prompt attention and being left to wait indefinitely.
Access to public services must never depend on personal relationships, social standing or the ability to approach influential officials.
Every citizen deserves equal treatment, courtesy and timely assistance, regardless of background or connections.
The example Dr Debrah gave of a mother who took time off work to register her child’s birth, only to be told at the counter that she needed an additional document, illustrates how poor communication can impose unnecessary hardship.
Public institutions must anticipate the needs of service users and provide clear information about requirements before they begin a process.
Citizens should not have to bear the cost of administrative failures.
The concerns raised by the Vice-Chairperson of the Public Services Commission, Dr Mrs Irene Stella Agyenim-Boateng, about rigid procedures, poor attitudes, internal divisions and weak accountability also deserve serious consideration.
Rules and procedures are necessary for order, transparency and fairness, but they should facilitate service delivery rather than become convenient excuses for inaction.
Where procedures are outdated or unnecessarily complicated, institutions must be prepared to review and simplify them without compromising accountability.
The government’s reset agenda will mean little to citizens if it does not translate into visible improvements in their everyday encounters with public institutions.
Digitalisation, staff training, better coordination and efficient complaint-handling systems should therefore form part of a broader effort to make public services accessible, responsive and accountable.
Equally important is the need for managers to monitor performance, address misconduct and reward staff who demonstrate professionalism and commitment.
We believe the message, “We See You, We Hear You, We Serve You,” should become more than a workshop slogan.
It must guide the conduct of every public institution and its employees.
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