By Mako Jerera
The Cabinet has adopted the 2023 Report on the Citizen Satisfaction Survey and Baseline Survey on Work Culture Transformation.
This survey aligns with the Second Republic’s commitment to servant leadership, citizen-focused services, and inclusivity, values championed by His Excellency President E.D. Mnangagwa.
Speaking during the post cabinet briefing this Tuesday, Minister of Information, Publicity and Broadcasting Services, Dr Jenfan Muswere said, “there is need to continuously and objectively assess citizens’ satisfaction with services in order to ensure that expectations are effectively met,” and sets benchmarks to guide government service improvements.
Minister Muswere highlighted that, “the survey is a major milestone in that it serves as a service-level benchmark for Government in spearheading people-centred service delivery, the baseline survey having been carried out in 2022.
“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,” Dr Muswere added.
The data gathered through these surveys is important for improving policies, systems and procedures in order to enhance service delivery.
The study found that the overall Satisfaction Index (level of satisfaction) was 70.81% compared to the 67.78% recorded in 2022.
Report from the survey showed that, “the improvement was due to the following indices which were rated in the “strongly satisfied” category: Assurance, 76.90% in 2023 compared to 72.52% in 2022; Empathy, 75.6% in 2023 and 71.37% in 2022; Responsiveness, 72.35% in 2023 and 66.96% in 2022; and Reliability, 71.25% in 2023 and 67.18% in 2022. However, there is need to better the indices falling within the “satisfied” category, that is, ICTs infrastructure and Equipment; Inclusivity and Gender and Location.”
In addition, the report showed that, “the five top rated Ministries, Departments and Agencies were as follows: the Public Service Commission, (citizens-77.47% and civil servants- 75.42%); Ministry of Environment, Climate Change and Wildlife, (citizens-73.70% and civil servants-73.22%); Ministry of Higher and Tertiary Education, Innovation, Science and Technology Development, (citizens-73.12% and civil servants-73.73%); Ministry of Information Communication Technology, Postal and Courier Services, (citizens -753.01% and civil servants-76.25%); and Ministry of Information, Publicity and Broadcasting Services, (citizens-72.87% and civil servants 72.85%).
Minister Muswere added that,”there was high and positive correlation between citizens’ and civil servants’ perception of the service quality dimensions, hence the conclusion that citizens and employees are generally satisfied with quality of service offered by Government.”
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