Several government ministries and departments in Botswana have been flagged by the National Planning Commission (NPC) for failing to meet service delivery expectations. The NPC’s Commissioner General, Batho Molomo, has voiced concerns over escalating public dissatisfaction, highlighting subpar service delivery that has sparked citizen complaints across multiple government offices.
In a savingram dated October 16, 2024, titled “Implementation of Mystery Shopping in Government Service Points,” Molomo addressed permanent secretaries, calling attention to a rise in complaints regarding inefficiencies within government services. The correspondence signals the NPC’s commitment to improving governance by placing ministries and departments under heightened scrutiny.
The NPC, empowered by the newly enacted National Planning Act of 2024, is responsible for overseeing government service delivery. In his statement, Molomo emphasised that public service delivery is central to good governance, and the commission’s intervention aims to address the widening service gaps.
The mystery shopping initiative, which involves anonymous evaluations of government service points, is expected to identify deficiencies and hold underperforming ministries and departments accountable. According to Molomo, this monitoring mechanism will help pinpoint areas for improvement in service quality.
“This exercise is crucial in understanding the challenges faced by citizens in accessing government services, and it will guide corrective action plans,” he said.
The decision to implement the mystery shopping initiative comes amidst rising frustrations among citizens, particularly concerning slow processing times, unprofessional behavior from staff, and inadequate responsiveness. As reports of these issues become more frequent, citizens have called for greater accountability and urged government leadership to take concrete actions to ensure consistent, efficient, and citizen-centered services.
Molomo acknowledged that the NPC’s efforts were aimed at improving service delivery across government entities and ensuring that services adhere to established standards. “We are committed to making sure that all government services meet high standards and are efficiently provided to the public,” he said.
The mystery shopping assessments are designed to gather real-time feedback on the performance of government offices. The insights gathered will help the NPC collaborate with relevant ministries to develop plans for improvement. “By evaluating service delivery through these tools, we aim to work alongside government departments to enhance efficiency and service quality,” Molomo explained.
The NPC will also conduct spot checks in the coming months as part of this initiative. These evaluations are intended to provide a clearer understanding of the challenges faced by citizens and allow the government to implement urgent reforms. Molomo concluded, “Our goal is to ensure that the government’s services are not only accessible but also responsive to the needs of citizens.”
The NPC’s intervention signals a renewed commitment by the government to prioritise service delivery and restore public trust. Ministries and departments are now under pressure to improve performance, with the upcoming mystery shopping exercises set to play a crucial role in the assessment process. The success of these measures could determine the government’s ability to address public dissatisfaction and ensure better outcomes for citizens.
