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Government introduced Customer Service Delivery Charters to engage the citizens as key stakeholders in public service delivery. The charters are intended to empower the citizenry to hold MDAs accountable through demanding quality services. The service charter provides essential inter-face between service provider and user; accountability for services and hence recognizes citizens as customers to public services. The feedback from citizens on government service delivery becomes critical in measuring the performance of government and also in improving services.

The service charter is a necessary step towards involving the citizenry in monitoring public service delivery and enhancing quality services. The process complements the already existing structures that enhance citizen participation in the implementation of the national development agenda. This bottom-up approach would help in decision making for policy and programmes adjustment in order to provide citizen driven and focused services.

"Results-Oriented Performance for National Development "

To provide an efficient and effective oversight, coordination and supervision of results-oriented performance delivery systems to all MDAs.

  • Professionalism
  • Transparency & Accountability
  • Integrity
  • Adaptive and dynamic
  • Team work
  • Discipline