Timeliness of service delivery : a customer's right
Overview
In times of economic constraint, there is an ever-increasing challenge for government agencies to introduce management procedures and work practices that facilitate the delivery of services in an expeditious manner, while also satisfying the expectations of customers in terms of cost and quality. The Auditor-General's comments in this Report are aimed at building on the policies introduced by the Government and the many initiatives implemented by public sector agencies to service the needs of the public in an efficient manner, according to best business practice and to reduce the regulatory burden. As the momentum continues towards improving the responsiveness of the public sector, agencies will need to be pro-active in progressively raising targets in line with the service their customers expect to receive.