With President Ian Khama having completed his first five years in office, a detailed “Public Service and Employee Satisfaction” study by the Economic & Management Consultants, a reputable international firm, provides an insight into the achievement and failures of his government from 2009 to 2013. All ministries have been graded ( Grade A 50% and above, Grade B between 40% and 50%, grade C between 30% and 40% Grade D between 20% to 30% Grade E from 10 % to 20% and Grade F from 10% to 0%
Kenneth Matambo, Ministry of Finance and Development Planning ÔÇô Grade A
This is the only Ministry that scored more than 50%. With a customer satisfaction index of 51%, the ministry under Kenneth Matambo achieved a 23% leap in the customer satisfaction index from 28% in 2009.
Pelonomi Namogang, Office of the Auditor General ÔÇô Grade B
The Office of the Auditor General under Pelonomi Namogang is ranked second best performing department after scoring 46% in the customer satisfaction index study conducted by the Economic and Management Consultants.
Carter Morupisi, Directorate of Public Service Management ÔÇô Grade B
The DPSM under Carter Morupisi ranks third with a 43% customer satisfaction index score up by 23% from 20 in 2009. The consultants, however state that, “in the case of DPSM, the HR services remain a low performing service. The leap in overall satisfaction is in fact not due to an improvement in HR services but to BIAC (currently known as BPSC), which registered a major improvement in performance since 2009.”
Edwin Batshu, Ministry of Labour and Home Affairs ÔÇô Grade C
The ministry under Edwin Batshu which is ranked fourth best performing ministry scored 34% on the customer satisfaction index, down from 35% in 2009. While the study found that the Department of Civil and National Registration is doing very well, this achievement is marred by the “worst service” provided by the immigration and citizenship office. The ministry’s biggest weaknesses were found to be the promotion of gender equality, immigration fees and charges and timely notice by the civil and National Registration office in case of change/resubmissions
Richard Matlhare, National Aids Coordinating Agency ÔÇô Grade C
NACA under Richard Matlhare jumped to fifth position recording the best improvement on the customer satisfaction index up at 34% with a leap of 25% performance points from a paltry 9% in 2009. In terms of improvement in customer service satisfaction, NACA has done even better than the Ministry of Finance and Development Planning, which although is perched at first place, it gained 23% performance points, a point lower than NACA. The study says NACA’s strength lies in its “technical assistance and facilitation to mainstream HIV/AIDS, and information dissemination on the disease.”
Jonnie Swartz, Ministry of Infrastructure, Science and Technology ÔÇô Grade C
The Ministry, under Jonnie Swartz is raked 6th position and has retained a customer satisfaction score of 31% between 2009 and 2013. The biggest blow in Swartz score card was the fall in the customer satisfaction with the service provided by the Department of Building and Engineering which dropped from 20% in 2009 to 0% in 2013. The study rated the ministry’s service in issuing permits for radiation and nuclear as “best.”
Shaw Kgati, Ministry of Youth Sports and Culture ÔÇô Grade C
The Ministry, under Shaw Kgati is ranked the seventh best performing ministry with a customer satisfaction score of 31% down from 38% in 2009. The ministry otherwise good performance was spoiled by a fall in the customer satisfaction index of the Department of Archives and Records, down from 65% in 2009 to 48% in 2013. There was also a slight deterioration in the customer satisfaction of the National Library service, from 23% in 2009 to 14 in 2013. There was however a significant improvement in youth services, from a customer satisfaction index of 18% in 2009 to43% in 2013
Dorcas Makgato-Malesu, Ministry of Trade and Industry ÔÇô Grade D
Although the ministry recorded an unimpressive 27% score on the customer satisfaction index, the ministry under Dorcas Malesu scored a 6% improvement from 21% in 2009. The ministry suffered a fall of 15% in the Department of Industrial Affairs customer satisfaction from 21% in 2009 to 6% in 2013. There was also a small decline in international trade customer satisfaction, from 15% in 2009 to 5% in 2013. There was, however a sharp rise in Co-operative Service from 10% in 2009 to 47% in 2013 and a slight improvement in satisfaction with the Registrar of Companies from18% in 2009 to 20% in 2013. The consultancy noted that the ministry’s “worst service” was in international trade and industrial affairs. A major weakness is in international trade policies for local expert enterprise development; speed of patent and trademark registration and company set up and the promotion of citizen participation and local entrepreneurship.
Tshekedi Khama, Ministry of Environment Wildlife and Tourism ÔÇô Grade D
The ministry which is headed by Tshekedi Khama has dropped from a customer satisfaction score of 32% which was a grade C in 2009 to the current 26% in 2013. The ministry an 81% fall in the customer satisfaction of services provided by the Department of Wildlife and National parks between 2009 and 2013 which contributed heavily to the fall in the overall score of the ministry. The study found that the ministry also suffered a slight fall in customer satisfaction for tourism services, from 22% in 2009 to 11% in 2013, which is hardly surprising considering that the Botswana tourism board has been operating without a board for a good part of 2013. The ministry however scored a slight rise in satisfaction for environmental services. A rise in the customer satisfaction index of 11% from 17% in 2009 to 28% in 2013, was however not enough to safe the ministry from its backward slide.
Peter Siele, Ministry of Local Government and Rural Development – Grade D
The Ministry of local government under Peter Siele has maintained its customer satisfaction score of 25% between 2009 and 2013. The study found that the ministry was considered most efficient in the issuing and renewal of trading licences while its waste collection services was rated, “worst service.”
Keabetswe Makgophe, Botswana Police service ÔÇô Grade D
Although the Botswana Police Service under Keabetswe Makgophe scored a lowly 23% in the customer service index, this was a slight improvement of 5% from the 21% score of 2009. The study found that customers believe the Botswana police Services strength is in maintain order while its weaknesses are “response time to attend to and investigate cases and produce case reports.
Gabriel Seeletso, Independent Electoral Commission ÔÇô Grade D
Customer satisfaction rating for the IEC under Gabriel Seeletso dropped by a sharp 19% from 41% in 2009 which was a Grade B score to the current 22%. The IEC suffered a 27% “big fall” in the customer satisfaction for its management of elections between 2009 and 2013. (READ FRONT PAGE STORY FOR DETAILS)
Tebogo Maruping, Industrial Court ÔÇô Grade E
The industrial Court under Judge President Tebogo Maruping has seen customer satisfaction dropping from 30% which was Grade C in 2009 to the current 18% in 2013. This is partly due to the fall in the index for dispute resolution from 36% in 2009 to 16% in 2013. The study found that customers are not happy with “the speed of obtaining hearing, trade dispute resolution award and obtaining settlement payment.”
Ian Khama, Office of the President ÔÇô Grade E
The office of the president under Lt Gen Ian Khama has had a fall of 27% in customer service satisfaction from a B grade of 45% in 2009 to the current 18% (READ FRONT PAGE STORY FOR DETAILS)
Lebonaamang Mokalake, Ministry of Lands and Housing ÔÇô Grade E
The ministry’s customer satisfaction has fallen by 26% between 2009 and 2013 ( READ FRONT PAGE STORY FOR DETAILS)
Christiaan De Graaf, Ministry of Agriculture – Grade E
The ministry’s customer satisfaction rating has dropped by 11% from 26 in 2009 to 15% in 2013. Despite government services aimed at improving crop production, the study found that Batswana are not happy with the services provided under the campaign, recording a drop of 15% from 31% in 2009 to the current 16% in 2013. The ministry suffered a further decline in customer satisfaction with veterinary services, down to 15% from the 29% satisfaction rating in 2009 (READ FRONT PAGE FOR DETAILS)
Dr John Seakgosing, Ministry of Health ÔÇô Grade E
Despite the poor rating of a 14% customer satisfaction, the Ministry under Dr John Seakgosing has actually improved from the 6% rating of 2009 which was an F grade. This is partly attributed to the 13% rise in customer satisfaction among out-patients from 6% in 2009 to 19% in 2013. Services provided by the Central Medical Stores, which is responsible for the provision of medication prescribed by clinic and hospitals was rated as “worst service” by the consultants. Customers, however felt that “ both in-patient and out-patient services are comparable.”
Nonofo Molefhi, Ministry of Transport and Communications ÔÇô Grade E
The ministry’s customer satisfaction rating has remained the same at 14% between 2009 and 2013. Although there has been a slight rise in customer satisfaction with the services offers by the Central Transport Organisation, and the information technology services offered by the Department of information technology this has were not significant enough to alter the overall performance of the ministry. This was not helped by the fact that customers satisfaction with road services and conditions remain at al all time low of 3%.
Position previously held by Godfrey Nthomiwa ÔÇô Administration of Justice ÔÇôGrade E
Customer satisfaction with the Administration of Justice under Godfrey Nthomiwa has languished at a disturbing 13% unchanged between 2009 and 2013, although there was a “small fall “in customer satisfaction on how Guardian funds are administered, from 17% to 10% between 2009 and 2013. The study found that customers felt that the weakness in the justice system was the speed of hearing and delivering judgements and the speed in processing Guardian funds applications.
Pelonomi Venson-Moitoi, Ministry of Education and Skills Development ÔÇô Grade E
Customer satisfaction with the Ministry under Pelonomi Venson-Moitoi has dropped from 21% in 2009 which was a D grade to the current 12%. The ministry had a “big fall” of 32 % from 42% percent in 2009 to 10% in 2013 in customer satisfaction with the Student Placement and Welfare. The ministry however had a slight rise in customer satisfaction with regard to vocational training services.
Ponatshego Kedikilwe, Ministry of Minerals Energy and Water Resources – Grade E ( READ FRONT PAGE FOR DETAIKLS)
Athaliah Molokomme, Attorney General’s Chambers ÔÇô Grade F
The Attorney Generals Chambers under Athaliah Molokomme 23rd out of 24 government department, with a customer satisfaction rating of 9% down from 17% in 2009. The study found that weaknesses of the Attorney Generals Chambers are in the “quality of legal advice and the speed to institute criminal proceedings.”
Festinah Bakwena, Ombudsman ÔÇô Grade F
From an impressive score of 58% in 2009, which is still the record score for customer satisfaction at the government enclave between 200 and 2013, the Ombudsman has crashed down to 0% which is the record worst score between the two periods. The Ombudsman has seen a fall of 55% in customer satisfaction rating on “complaint handling.” The study found that the public perceives the Ombudsman as weak in promptly delivering outcomes/decisions and following up on matters once recommendations have been made.