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Training Workshop on the Newly developed Client Service Operational Manual.



The Workshop programme brought together all departments and units of the Ahafo Regional Coordinating Council, held at the RCC Conference Hall on the 19th October, 2023.

In attendance were the Two key facilitators of the programme namely, Madam Maud Mensah (The Regional Head, Human Resource Manager AhRCC ), and Mr Owusu Ansah David (Chief Development Planning Officer),the Moderator of the programme Mr Fritz Mensah ( Deputy Director), All Heads of Department and Units and staff of RCC.


The facilitator (Head HR) started with the presentation and hammered on the code of conduct within the Local  Government Service. She made it known that the Code of Conduct has seven Canons namely, Anonymity and Permanence, Client Orientation, Loyalty and Commitment , Transparency and Accountability Diligence, Discipline and Timelines, Creativity and Innovativeness, Equity and Impartiality and Integrity. She said every local government staff must work towards the aforementioned code of conducts to help develop the institution.  She further said any staff member who violates the code of conduct shall be investigated in accordance with the procedure outlined in the code. Again she said , an allegation that code of conduct has been breached may be reported to the appropriate quarters .     Madam explained the Minor and Major penalties  attached to any staff who violates the code of conduct. The major penalties she made mentioned include reduction of rank/demotion, removal from office as the head of unit or department or outright dismissal. on the minor penalties, warning , suspension of salary, suspension from duty , reduction of salary.


Mr David Owusu Ansah ( Co-facilitator) also talked about Client service in the local government service. He stressed on how the client service unit operates in the LGS. Mr Owusu Ansah again said, there are 6 six key actors in the client service management in the LGS which includes The administrative Heads of LGS institution, Heads of Directorates/ Departments/Units/Sections, client service officers, Acting Officers, the Client. Mr Owusu addressed the house that there are sequence of processing complaints in the LGS and must be followed as such. 


Mr Owusu again briefed the house that management has the ultimate responsibility to ensure compliance with the guidelines and procedures and also ensure that staff adheres to client service standards. Again the Client Service Officer/Desk Officer has responsibilities which include, all complaints, enquiries and feedback received from Clients are categorized as prescribed by the manual and the Head of the client service unit must facilitate prompt redress and response on all complaints, enquiries and feedback. Further, responsibilities assigned to Management through client service and must be done diligently. The Head of the Client service unit also has his role to play and must be done with haste . 


He suggested that the client  Staff should liaise with Right to information(RTI) Officer where necessary to make the work very easier in terms of information request. The Client Service Officer must take all complaints from any client and there should be a feedback to the client. 


Mr Owusu briefed staff that RCC and MMDAs must establish Satelite client service unit to monitor clients in the various departments. This will help solve distance and accessibility challenges that affect client service function. 

He then charged all client service staff to appear decent and discipline when discharging their duties.

Finally, he said he Client Service Staff must work in line with the mission and the vision of the Unit.


Finally, the Head HR took staff through filling of the various forms ( client complaint Form, Client Enquiry Form, Complaint Referral Form, Visitors form and the Complaint /Enquiries Update/ Report Form) whenever they come in contact with clients.


_Story Author : Theophilus Nti-Antwi (RTI Officer AhRCC)_


Thank you.

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