A new publication aimed at transforming public sector service delivery through citizen-focused reforms has been launched, with calls for stronger leadership and efficient systems to improve the experience of citizens when accessing government services.
The book, titled “Citizen Experience: A Reset for Superior Public and Civil Service Delivery,” was co-authored by Chief of Staff, Hon. Julius Debrah, and renowned marketing scholar, Professor Robert Ebo Hinson, DPhil, PhD.
The launch brought together public sector leaders, policymakers and stakeholders, including the Chief Executive Officer of the Ghana Investment Promotion Centre (GIPC), Mr. Simon Madjie.
The publication explores practical approaches to improving governance by placing citizens at the centre of institutional reforms and public service delivery.
Delivering the keynote address at the event, Vice President Professor Jane Naana Opoku-Agyemang urged public sector leaders to prioritise citizen-centred reforms, stressing that the effectiveness of governance should be measured by the quality of services delivered to the people.
She emphasised the need for investment in frontline public servants and called for public institutions to provide services that are accessible, transparent, fair and responsive to citizens’ needs.
In his remarks, Hon. Julius Debrah said the fundamental purpose of public service is to improve the lives and well-being of citizens, noting that everyday interactions between individuals and public institutions shape public confidence in government.
He called for stronger leadership, improved systems and efficient processes that would enable public institutions to deliver services with speed, clarity, fairness and dignity.
