Addressing the challenge of poor customer service in public institutions

Dar es Salaam. While public institutions are crucial for delivering essential services, their poor customer service often frustrates those who encounter unpleasant experiences.

From lengthy wait times to unhelpful staff, the service delivery model in some institutions poses significant barriers for citizens.

Happiness Joram, a 38-year-old resident of Dar es Salaam, recounts her disheartening encounters at various government hospitals.

"I've been deeply disappointed by the extensive waiting periods without any satisfactory explanations or apologies for the delays," she laments.

"The dismissive attitude of the staff towards patient concerns only compounds the issue. It's truly distressing to witness such indifference towards individuals already in vulnerable situations," she adds.

Happiness highlights the lack of effective communication between hospital staff and patients, which exacerbates the poor customer experience.

"Critical information such as diagnosis, treatment plans, and medication instructions is often inadequately communicated, leaving us feeling confused and anxious about our medical condition," she explains."

The health sector in Tanzania is known for having shortages of professionals in government facilities.

For instance, by March 2023, the government had demanded 219,061 health workers but had employed 109,616 workers, Minister for Health Ummy Mwalimu said when tabling the current budget last July.

This means the sector had a staff shortage of about 50 percent, leaving some of the facilities overwhelmed by patients.

But for Ms Happiness, the healthcare sector should be a top priority, as it directly affects the well-being of individuals and the nation as a whole.

“We deserve better customer service in our hospitals. It is not only a matter of personal satisfaction but also essential for building trust among the people and ensuring efficient delivery of healthcare services,” she says, calling on the authorities to elevate the standard of customer service in hospitals.

A similar experience is shared by Mr Godfrey Magige, 20, a resident of Musoma in Mara region, who complains of mistreatment at the offices of the Tanzanian National Identification Authority (NIDA).

“NIDA staff often appear disinterested, unwilling to help, and inconsiderate of the difficulties people face. There is a significant absence of easily accessible and reliable platforms for citizens to voice their concerns, making it difficult to seek resolution or escalate our issues appropriately,” he says.

Mwanza resident Mr Imani Nickson, 31, reveals that it is disheartening to acknowledge that customer service in public institutions is exceptionally poor.

“It is disappointing to experience challenges when dealing with government agencies, hospitals, educational institutions, and other public service providers,” he notes.

According to him, poor customer service often results in frustration, wasted time, and even delays in obtaining the necessary services.

“There is a noticeable lack of empathy, with little effort made to understand and address the needs of people seeking assistance. Instead, staff members often display apathy, indifference, or even rudeness towards customers,” he says.

“Some staff think they are helping us instead of treating us as customers.”

He recommends that improving customer service in public institutions should be a priority for the government.

Government's reaction

The Deputy Minister of State in the President’s Office responsible for Public Service Management and Good Governance, Mr Ridhiwani Kikwete, says it’s the ministry’s priority to ensure that all citizens are provided with efficient, transparent, and respectful services at all public institutions.

“We recognise that public servants play a vital role in delivering these services, and it is essential for them to treat customers with the highest level of professionalism,” he says, encouraging citizens to report any instances of mistreatment or misconduct by public servants through designated channels.

“Once a complaint is received, it undergoes thorough investigation by an independent body to ensure transparency and impartiality. We have established a special team within the Ministry that is responsible for handling such complaints, holding public servants accountable, and ensuring appropriate actions are taken,” says Mr Kikwete.

He said some of the corrective actions include warnings, suspensions, or even termination of employment, depending on the severity of the misconduct.

“Public servants need to understand the consequences of their actions and the impact they can have on the reputation of public institutions and the overall trust of citizens,” says the deputy minister.

Explaining some of the concerns in top hospitals, Muhimbili National Hospital’s head of the public relations unit, Mr Aminiel Aligaesha, says the national hospital is dedicated to offering the best customer care services.

“We prioritise people's well-being and satisfaction throughout their journey with us,” he reveals.

He acknowledges that obstacles may arise occasionally in different hospitals, but the national hospital’s management is fully committed to addressing them.

“We kindly request that if anyone encounters difficulties in accessing or receiving services at our hospitals, they should report promptly to the management of the particular hospital,” he says.

“We have set up various avenues for communication, including a dedicated helpline, email, or in-person consultations. Reaching out to us will enable us to promptly investigate the matter and take the necessary corrective measures,” he shares.

On the other hand, NIDA spokesperson Mr Geofrey Tengeneza says it is the right of every Tanzanian to be recognised by the authority, adding that NIDA considers the rights of all customers.

“We acknowledge that customer satisfaction is of utmost importance, and these concerns are taken seriously. We understand the significance of excellent customer care in providing a smooth identification process for Tanzanians,” says Mr Tengeneza.

“We remain dedicated to providing efficient and reliable services as we strive towards a better identification system for our nation,” he says.