By Roland Ohaeri
The Ministry of Transport and Logistics of Zambia said it has won the Most Customer-centric Institution award at the African Public Service Day contested by all government Ministries and Departments for year 2024.
“It has been a long journey,” the Ministry stated regarding the award, which was presented at a ceremony at East Park Mall premises. The Ministry noted that the Permanent Secretary, Mr. Frederick Mwalusaka, led his team that comprised Director Human Resources and Administration Dr. Cynthia Bwanga Balengu as he received the Award from Her Honour the Vice President Mrs. W. K. Mutale Nalumango.
The Ministry explained that it “places the needs and satisfaction of its citizens at the forefront of its operations. This unwavering commitment to the public ensures that every initiative, policy, and service is designed with the end-user in mind.” It added also that one of the key pillars of the Ministry’s customer-centric strategy is its emphasis on accessibility and convenience, noting further that “Through its Client Service Charter launched on 24th April 2024, the Ministry has prioritised understanding and responding to the diverse needs of its customers.”
Furthermore, the Ministry said it “actively invests in modernising its infrastructure to enhance customer experience.” While ensuring safety, the Ministry is also improving transit time and cost doing business. The Ministries interventions cut across land, maritime and air transportation sectors.
It pointed out that training and development is also pivotal to an organisations customer-centric approach to service delivery. “Through the Zambia Air Services Training Institute, the Ministry offers aviation training within the Southern African Development Community (SADC) Region and Africa at large,” it noted.
According to the Ministry, its dedication to continuous improvement is evident in its robust feedback mechanisms outlined in the Client Service Charter, and customers are encouraged to share their experiences and suggestions through multiple channels enabling the Ministry to implement improvements, thereby addressing concerns and fostering a culture of responsiveness and adaptability.
This steadfast dedication to putting customers first makes it a model public institution committed to enhancing the daily lives of its citizens, the Ministry also added.
