CUTS International has called on the Government of Ghana and all public institutions to retool and reset their approach to customer service delivery to meet the evolving needs of citizens and businesses as the world marks Customer Service Week.
The research and policy think tank noted that, while the private sector has made commendable progress in improving client relations, many public institutions continue to lag behind, weakening public trust and slowing national productivity.
According to findings from a recent survey on customer service in Ghana, the public sector performed the worst, with persistent issues such as long response times, lack of feedback systems, and bureaucratic inefficiencies frustrating citizens and investors.
West Africa Director of CUTS International, Appiah Kusi Adomako, said public agencies must begin treating citizens and businesses as valued customers who deserve efficient and accountable service.
“Customer service is not only about smiles and greetings, but also about responsiveness, efficiency, and accountability. Every citizen and business that engages a government agency is a customer, and they deserve the same level of respect and service quality expected from the private sector,” he stated.
He lamented that despite major investments in public sector reform and digital initiatives; service delivery remains poor.
“Telephone lines listed on most MMDAs’ websites are out of order… Some agencies do not accept electronic filing. Now it appears the only place where electronic filing works is the payment of taxes to the Ghana Revenue Authority. This defeats the purpose of digitization and reflects weak institutional discipline,” he said.
Mr. Adomako also cited weak responsiveness to electronic communication, overreliance on paper-based systems, and the use of personal email accounts for official business as practices that compromise professionalism and data security.
He warned that poor service delivery sends the wrong signal to citizens and investors alike.
“When citizens or investors cannot get timely responses from public agencies, they lose confidence in government institutions. This directly affects service uptake, tax compliance, and investment decisions. Good governance begins with good service delivery,” he emphasized.
CUTS is therefore urging government ministries, departments, and agencies to undertake a “Public Sector Service Reset”—a deliberate overhaul of systems, attitudes, and accountability mechanisms to place citizens at the center of service delivery.
“Customer service is at the heart of democratic governance. When people cannot get answers, when complaints go unanswered, when institutions hide behind bureaucracy, trust in government weakens. Rebuilding that trust begins with listening and responding,” he said.
Mr. Adomako also appealed to the President to provide strong policy direction and hold Chief Directors and Agency Heads accountable for improving service delivery standards.
He concluded with a reminder that every interaction between a citizen and the state matters.
“Every unanswered email, every ignored complaint, and every unnecessary delay has a human cost: lost time, lost trust, and lost opportunities. Ghana’s aspiration to build an efficient, accountable, and citizen-responsive public sector cannot be achieved without a cultural shift in how we treat our citizens,” he added.
Source: Starrfm.com.gh
