Services marketing in the public sector – the case of Ghana Standards Board
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Date
2009-08-08
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Abstract
Poor service delivery in the Public Sector has been a major source of concern to governments all over the world. The lack of commitment to quality and excellent service delivery has resulted in lost opportunities, frustrations, anger, depressed feelings and non-performance of most Public Sector Institutions. To address the situation and to make the Public Sector accountable to the people, Service Delivery Charters have been introduced in public sector institutions as a way of demanding enhanced productivity and efficient performance in service delivery. It was in the light of this objective that the New Patriotic Party Administration introduced the ‘New Charter’ in Ghana for selected public sector institutions. These Public Sector institutions were to set their service delivery targets, document them in the form of a charter and sign agreement with the government to ensure compliance to the standards set. The Ghana Standards Board was among public sector institutions that signed the Charter. The study was therefore aimed at finding out the level of service delivery at the Ghana Standards Board and whether the introduction of the New Charter has and will continue to improve service delivery at the Board and for that matter the Public Service in Ghana. The study revealed that, the Ghana Standards Board is committed to delivering Excellent Service to its clients. The study further showed that the introduction of the ‘New Charter’ has improved service delivery at the Board and must be sustained. It was also found out that targets set were not always met. It was also revealed that the ‘New Charter’ was applied only at GSB at the Head office. It is recommended that The Charter be sustained to improve service delivery in the public sector. Successive governments must buy into The Charter idea and provide adequate measures to ensure full compliance to the targets set. Lastly the Charter must be
extended to the Regional and district offices in the country to enhance the image of the Public Service.
Description
A thesis submitted to the Institute of Distance Learning in partial fulfillment of the requirements for the award of the Commonwealth Executive Masters in Business Administration (CEMBA) Degree.