Serving the Community

'Serving the Community' is the government's single most important aim to
which all civil servants should be committed. The government recognises
the need to engender in the public service a culture that goes beyond the
provision of the bare minimum; a culture that recognises the public as the
paying customers and treats them accordingly.

The Efficiency Unit serves as the focal point to oversee and co-ordinate
efforts towards achieving this aim. Key initiatives have included:

Performance Pledges - All departments directly serving the public now
publish each year performance pledges, informing their customers what
services are available, the standards set and how these standards are
monitored. All departments with a substantial interface with the public
have also set up Advisory Groups or Customer Liaison Groups.

Performance Measurement - A structured performance measurement
framework is being developed for the government to help improve quality,
efficiency and effectiveness of service delivery.

Management Process - An improved management process is being
developed for the government to support delivery of strategic policy
objectives and to focus more on outputs and outcomes.

Trading Funds - A financial and accounting arrangement which enables
selected departments to provide services on a commercial or
quasi-commercial basis. The staff of trading funds remain civil servants
but the accounting arrangement allows such departments to retain revenue
and to operate with more financial autonomy to improve services.

Customer Service - A service-wide programme is being developed to
improve government services to the community and enhance quality and
responsiveness of customer service.

Efficiency Improvement - An on-going programme aimed at supporting
departments to improve efficiency and effectiveness and to address
specific organisational and operational needs.

The government has embarked on a new approach to personnel
management to ensure the delivery of quality service to the public. This
involves the development of a more dynamic management environment
wherein staff will be motivated, developed and managed to maximise their
contribution to the Civil Service. As a result of this approach, departments
now have greater devolved authority in matters such as staff management
and professional training.

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