REFORM COORDINATION AND SERVICE IMPROVEMENT DEPARTMENT
1.0 The Department of Reform Coordination and Service Improvement (RC&SI) was established through a circular with Ref. no. HCSF/CMO/EM/243/17 dated 11th March, 2014 with the following mandates:
- Manage the Department to serve as focal point for driving all change, reform, innovation and improvement efforts within the Ministry in line with the overall framework set by BPSR, OHCSF and Central Agencies of Government;
- Work with leadership of the Ministry to identify processes system and services gaps and with BPSR and OHCSF to develop interventions to eliminate such gaps;
- Coordinate, drive, monitor and report on the Reform Agenda for the Ministry;
- Manage and drive SERVICOM aim and initiatives within the Ministry;
- Troubleshoot service failures and develop proposals to address them;
- Research and identify good practices that can be adopted /adapted to improve services delivery in the Ministry;
- Liaise with the Ministry’s Department and the OHCSF to develop, refine, improve and recommend more efficient processes and systems for the Ministry to achieve its objectives;
- Develop and launch initiative to drive and mainstream a continuous service improvement culture within the Ministry;
- Develop and deploy change management tools and practices to institute sustainable improvement in the Ministry;
- Assist the leadership of the Ministry to articulate and coordinate their change agenda in line with service policies and standards.
- Drive anti-corruption and promote ethics of Service.
- With the recent Circular Ref No. OHCSF/SPSO/11299/T1/45 dated 28th August, 2020, the Service Innovation Department has been created in the OHCSF but it is to remain as a Division in the MDAs under the Department of Reform Coordination and Service Improvement (please see Circular attached as Appendix A)
FUNCTIONS OF THE DEPARTMENT OF REFORM COORDINATION ARE AS FOLLOWS:
- Manage the Department to serve as focal point for driving all change, reform, innovation and improvement efforts within the Ministry in line with the overall framework set by BPSR, OHCSF and Central Agencies of Government.
- To ensure improvement in service delivery through effective communication, good customer relations and projection of the good image of the Ministry to the outside world.
- Work with the leadership of the Ministry to identify processes, systems and service gaps and with BPSR and OHCSF to develop interventions to eliminate such gaps
- To monitor periodically the performance of all Charter to the satisfaction of the customers and to ensure that grievances are redressed speedily.
- Liaise with the Ministry’s Departments and the OHCSF to develop, refine, improve and recommend more efficient process and systems for the Ministry to achieve its objectives.
- Develop and launch initiatives to drive and maintain a continuous service improvement culture within the Ministry
THE FUNCTIONS OF THE SERVICOM DIVISION ARE AS FOLLOWS:
The SERVICOM Division is the front banner of the Department and it is saddled with the following functions:
- Manage and drive SERVICOM aims and initiatives within the Ministry
- Troubleshoot service failures and develop proposals to address them
- Research and identify good practices that can be adopted/adapted to improve service delivery in the Ministry.
THE FUNCTIONS OF THE SERVICE INNOVATION DIVISION ARE AS FOLLOWS:
- Initiating, planning and implementing all innovative initiatives aimed at building a strong culture of innovation in the Public Service.
- Identifying and reaching out to the development partners for necessary support aimed at developing and implementing innovations programmes;
- Relates with management for the development and full implementation of identified innovative solutions;
- Head – hunting for innovative top fliers for proper engagement in the Service;
- Undertaking sensitization campaigns necessary for assimilating innovation in the Service;
- Tracking trends competitions in innovation with a view to adopting some for implementation in the Service;
- Documenting, monitoring and evaluating all identified innovative ideas in Service.
- Ensuring full usage and commercialization of all adopted innovative initiatives in the MDAs;
- Rendering periodic reports on innovative identified ideas to Management.
