The government says Zimbabweans are satisfied with public service delivery and with the work culture among public servants.
This is despite reports suggesting that public service officials, for example, at the Registrar-general’s office, demand bribes from members of the public for them to obtain vital documents.
In 2022, Transparency International Zimbabwe (TIZ) ranked the Zimbabwe Republic Police (ZRP) as the country’s most corrupt government department.
In December 2021, the Zimbabwe Anti-Corruption Commission (ZACC) said the Zimbabwe National Road Administration (ZINARA), Vehicle Inspection Department (VID), and ZRP were the most corrupt state departments.
But speaking during the post-cabinet media briefing in Harare on Tuesday, Information Communication Technology, Postal and Courier Services Minister, Jenfan Muswere, said the level of satisfaction with public service delivery among Zimbabweans is close to 70%. Said Muswere:
Cabinet considered and adopted the Report on the Citizen Satisfaction Survey and Baseline Survey on Work Culture Transformation, 2022, as presented by the Minister of Public Service, Labour and Social Welfare, Honourable Professor Paul Mavima.
Cabinet notes that the survey is in line with His Excellency the President, Cde E.D. Mngangagwa, and the Second Republic’s operational values of servant leadership, citizen-centric interventions emanating from citizen engagement and inclusivity.
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-centred 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.
Notably, the survey included gathering information on the behaviours, attitudes and knowledge of public service employees from the poor, vulnerable and marginalised groups such as women, the youth and persons living with disabilities.
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 67.78% 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% for 2021, hence the conclusion that citizens and employees are generally satisfied with public service delivery.
… the citizens are generally satisfied with the delivery of public services and have positive perceptions about work culture transformation in the Public Service.
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