Premium
Putting service back into public service: The transformation of Botswana's immigration services
Author(s) -
Hacker Stephen K.,
Tsiane Segakweng N.
Publication year - 2011
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.21410
Subject(s) - transformational leadership , service delivery framework , service (business) , business , government (linguistics) , public relations , immigration , marketing , service quality , christian ministry , intervention (counseling) , political science , nursing , medicine , linguistics , philosophy , law
Poor customer service at Botswana's Department of Immigration and Citizenship placed its home ministry, Labour and Home Affairs, in the bottom tier of performance rankings and made it a frequent target of criticism. After identifying the root causes of the breakdown in service, the department's leaders used a transformational approach to sharply improve customer relations. Its key elements were a focus on the organization's quality culture, management intervention, on‐site improvement projects, and nontraditional engagements with staff. The awards and testimonials that followed demonstrate that a government organization that concentrates on improving the service‐mindedness of its staff can make rapid, profound, and sustainable gains in the delivery of customer service. © 2012 Wiley Periodicals, Inc.