Public growing tired of subpar services, says Nakyobe

The Head of Public Service, Lucy Nakyobe, has warned public servants neglecting the needs of citizens, saying they will face consequences as the country strengthens its oversight mechanisms.

She highlighted the growing frustration among the public over poor services and impunity within the public sector, urging officials to treat their roles with greater respect and accountability.

Speaking at an event marking International Ombudsman Day, Nakyobe called for a heightened focus on accountability and professionalism across government institutions.

Describing the ombudsman as "a voice for the voiceless, Nakyobe stressed its essential role in bridging the gap between citizens and the government, ensuring improved service delivery.

She stressed the importance of a responsive, efficient, and citizen-centered approach to governance, highlighting the ongoing issues of corruption and negligence in Uganda’s public services.

"Too often, the voices of ordinary Ugandans are ignored," Nakyobe said.

She condemned bureaucratic delays and poor service delivery that leave citizens feeling neglected and powerless.

The Secretary to the Cabinet pointed to a significant trust deficit between the public and government agencies, exacerbated by a lack of responsiveness from public officials.

Nakyobe urged public servants to remember their duty to serve the people, calling out those who misuse their positions.

“If you are tired of serving the public, it may be time to step aside,” she stated, underlining the necessity for government employees to regain their commitment to service.

With citizens voicing growing dissatisfaction, particularly with sectors such as healthcare, education, and local governance, Nakyobe outlined new initiatives aimed at holding public servants accountable.

These include the establishment of clear service delivery standards across all ministries, ensuring citizens know their entitlements and can demand better services.

Nakyobe also introduced the concept of sector-specific ombudsmen, who would oversee critical sectors like health, education, and social services.

These targeted ombudsmen would provide focused oversight, working to resolve grievances and advocate for reforms within these sectors.

The proposal to expand the ombudsman role with sector-specific representatives aligns with the government’s broader goal of improving service delivery and tackling inefficiencies in public administration.

As part of her efforts to rebuild public trust, Nakyobe expressed confidence that these reforms would restore faith in the public service. She concluded, “This trust is essential for a functioning society and for achieving our national goals.”

South Africa’s Public Protector, Kholeka Gcaleka, has highlighted the significant challenges faced by her office in holding government officials accountable, citing resource constraints and bureaucratic delays.

In a recent statement, Gcaleka acknowledged that the Public Protector’s Office often faces limitations in addressing certain conflicts, particularly when it comes to service provision issues.

Gcaleka urged citizens to first direct their grievances to the service providers involved, explaining that her office only steps in when local resolution attempts fail. "Our role," she stated, "is not to investigate every service complaint but to assist when systemic issues arise."

Acknowledging the slow response times from some officials and agencies, Gcaleka shared that her office follows a protocol to follow up within 15 days of an initial request for information. If there is no response, cases are escalated to senior officials, ministers, or even Parliament. However, she noted that limited financial and legal resources restrict the office’s ability to enforce accountability fully.

Over the past two years, the enforcement rate of her office has improved from below 1% to approximately 30%, and Gcaleka is hopeful that it will reach 50% in the coming year.

She stressed the importance of ensuring that findings lead to actionable outcomes, as these are essential to making a tangible impact on citizens' lives.

"Reports alone won’t change lives," Gcaleka emphasised. "The impact of our work is only meaningful if it leads to real, implementable changes."

While acknowledging that her office lacks prosecutorial power, Gcaleka noted that it seeks to foster reform within government systems, especially in cases involving corruption, where judicial processes can take years to resolve