People Issues Resolution Coordinating Unit
The People Issues Resolution Coordinating Unit was established through a mandate from the office of the Prime Minister (2010). The importance of such a body was realised as the Ministry sought overall improvement and standardisation of all services under its umbrella. It was mandated that the unit treats with time-sensitive issues, particularly those which are not being adequately handled by the bureaucracy.
The People Issues Resolution Coordinating Unit remains committed to ensuring that in its duties, its members maintain and uphold clear guidelines of integrity, equity, confidentiality, respect, natural justice, and professionalism. All issues shall be addressed promptly, fairly and impartially.
Each client who is under the purview of the Ministry is entitled to equal access to services. The civil and religious liberties of clients, including the right to independence, personal decisions, and knowledge of available choices, are acknowledged by the unit.
To operate as a unit committed to enhancing and sustaining the livelihood of our stakeholders through resolution of clients’ issues in an efficient and effective manner.
Resolution of our diverse clients’ issues in an accurate and expeditious manner thereby ensuring stakeholder satisfaction.
Roles and Functions
- To provide a high level of quality customer service to all clients.
- To intake all issues, analyse, resolve and provide feedback in a timely manner.
- To maintain a database of client information for monthly and quarterly reporting.
- To investigate and facilitate resolution of customers’ issues which are related to the services of the Ministry of Food Production. This includes, for example, the delay of flooding and incentive claims.
Any citizen can lodge an issue which is not being adequately addressed and as such is deemed to be a time sensitive complaint.
Any citizen can give a suggestion on how to improve government services
Any citizen can give a recommendation on issue resolution in their community
Departments & Key Responsibilities
Intake of clients’ issues regarding the services offered by the Ministry of Food Production
Clients of the Ministry can use this forum to voice their concerns regarding issues that have not been dealt with adequately or for services requested that have not been honoured by the Ministry.
Referral of clients to relevant Divisions to address their applications
Clients who are uncertain of which Division can provide them with the necessary information/ service they require can call this Unit to be directed accordingly. This facility is available to Farmers, Home Gardeners and General Public
Provide information on Ministry services and expected time frame for delivery of the respective service
Clients can obtain information and assistance concerning the processes and time frames regarding the diverse services offered. Additionally, the People Issues Resolution Unit takes pride in offering a “No wrong door policy”.
Provide timely resolution or feedback on issues emerging from Ministry services
Clients are assured that timely solutions and feedback will be provided to issues emerging from services offered by the Ministry.
Intake of clients’ suggestions and recommendations on how Government services can be improved
Should you, our valued Citizens, have any recommendations on the improvement of Ministry services, you are welcome to share it with the People Issues Resolution Unit. By doing this, you are contributing to the overall effectiveness and efficiency of customer service in the Public Sector.