| dc.description.abstract | This paper addresses a number of issues concerning performance management
systems as regards the government of Botswana. Particular reference is made
especially to the view that the public has on the impact of the system in among
other things; a) reason(s) for contact; b) the contact experience (e.g., length of
time waiting for a service, time until final action, number of contacts to get
resolution); and c) customer satisfaction. In this case, customer satisfaction being
a variable that measures the overall experience of the contact, experience with
the personnel (e .g., professionalism, knowledge, etc.), the turn around time of the
provider/ response (e.g., timeliness, clarity, etc.) and the general perception on
the organization and its services .
A contrast is drawn. On the one hand, a diversity of issues that were covered in
the original evaluation currently celebrated, on the other hand , the influence that
the system might have had or appears to have had on the recipients of the
service as provided by the various government ministries.
Ironic contrast was noted between these two tendencies. The evaluation report
spells out that PMS was a success to a certain extent which is why government
decided to introduce the aspect of remuneration to motivate further efficiency.
However, on the other hand, the outcomes of this baseline survey display the
contrary, they tend to depict that PMS did not have any significant impact as far
as service delivery is concerned as many of the respondents responded in the
'neutral' to most answers.
It is further suggested that there exist alternatives that reflect both the d1ver6y o
representational approaches and the broader possibilities of taking into
consideration the aspect of customer perspective in the review of similar
programs (PBRS) in future. the importance of the role that the customer plays in
the success of public service was identified, by using a number of variables to
measure it.
In concluding, the paper established that, as much as it is imperative to have the
service provider trained in their respective areas in order for them to provide
efficient service, it is crucial to device means through which the customer's
concerns can be raised such as 'hotlines' and suggestion boxes. These means
help the designers of the program as well as the implementers know what
matters to the customer and how to react to it accordingly. | en_US |
