Kadaga calls for reforms to enhance efficiency, accountability in public service

First Deputy Prime Minister and Minister of East African Community Affairs, Rebecca Kadaga, has urged for immediate reforms in Uganda’s public service to enhance efficiency and customer care.

Speaking at an event marking International Ombudsman Day, Kadaga emphasised the need for a shift in mindset and approach, particularly in how government employees interact with citizens.

Kadaga’s remarks were prompted by increasing concerns over declining public service quality, including slow response times, lack of correspondence acknowledgment, and unprofessional behaviour by some public servants.

“One of the most amazing things I find is that you write letters, and no one answers no one even acknowledges that you have written. This is what is happening in this country,” Kadaga expressed, pointing to the lack of responsiveness from some government officials.

While acknowledging the challenges within Uganda’s public service, Kadaga highlighted the opportunity to embrace more effective service delivery models, drawing inspiration from countries like Switzerland, where consumer protection laws and robust complaint-handling mechanisms have improved public and private sector service delivery.

“In all sectors, I believe that Uganda can benefit from adopting similar models,” Kadaga noted, underscoring the need for stronger regulation and consumer protection.

Kadaga’s address underscored Ugandans’ growing demand for faster, more reliable services from government institutions.

She emphasised that public servants must work to rebuild trust and confidence in the public service.

“We need to ensure that all resource officers provide good services, which ultimately builds the quality of public servants,” Kadaga stated.

A consistent theme in her address was the need for a change in attitude among public servants, criticising instances where civil servants were inattentive or neglectful in their duties.

“Sometimes they go to a bank, and the person there is on their phone, ignoring their responsibilities until the customer gets frustrated,” Kadaga said, stressing the need for accountability and prioritising citizens’ needs.

Kadaga pledged her support for ongoing efforts to improve the public service and expressed hope that the Ministry of Ethics would soon present proposals to the Cabinet to drive these changes.

“I commit to working with the Ministry of Ethics, and I hope that one of these days, we will come to the Cabinet with proposals to discuss how we can improve this sector for the good of the country,” she stated.

Inspector General of Government (IGG) Beti Kamya urged Ugandans to rally against corruption, emphasising the importance of the ombudsman function, which empowers citizens to hold public servants accountable for service delivery.

Kamya reiterated the need for citizen participation in combating corruption and ensuring improved service standards.

“This is everybody’s war. It’s your war,” Kamya stated, underscoring that corruption impacts everyone. She shared her own experiences with inadequate healthcare due to corruption, saying, “I know how it feels to be a victim.”

Kamya noted that while the Inspectorate has traditionally focused on anti-corruption, the ombudsman function addresses citizens’ complaints about inefficient service delivery, allowing people to seek redress for issues like delays in processing documents or unaddressed complaints at local police stations.

“The ombudsman function is about empowering citizens to seek redress for issues they face personally with public service delivery,” Kamya explained, emphasising the importance of focusing on individual rights.

Kamya commended anti-corruption agencies for their collaborative efforts, which she said are essential for tackling Uganda’s corruption crisis.

Officials from the Auditor General’s Office, State House Anti-Corruption Unit, and other agencies attended the event, signaling joint commitment to a corruption-free Uganda.

Kamya’s office has directed all ministries and agencies to adopt clear service delivery standards and cautioned that ministries failing to implement these benchmarks might see their budgets withheld.

Kamya also expressed optimism about the ombudsman function’s potential to bridge the gap between citizens and the government, emphasising that targeted oversight in specific sectors like health, education, and social services could address unique issues within these areas.

She explained that the ombudsman function enables citizens to voice grievances and ensures that their complaints are addressed, especially in regions such as Kabale and Karamoja.

The IGG highlighted the need for a cultural shift among public servants, challenging the prevailing attitude of superiority among some officials.

Kamya recounted instances where citizens faced rude or unresponsive officials, saying, “If you’re tired of serving, then leave, but don’t disrespect the public.”

She assured Ugandans that her office would continue scrutinising public servants’ conduct to ensure accountability.

“If a person travels from their village to meet a public official, they deserve to be attended to with respect and not dismissed,” Kamya said.