“Citizens’ Experience Matters” – Vice President Calls for Public Sector Reset

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Vice President Professor Naana Jane Opoku-Agyemang has urged public institutions to measure their performance based on the experiences of citizens rather than relying solely on internal assessments.

Speaking at the launch of the book “Citizen Experience: A Reset for Superior Public and Civil Service Delivery,” the Vice President said quality service delivery is critical to restoring public trust in government institutions.

She emphasised that public sector reforms must move beyond policies and focus on how citizens actually experience state services, warning that negative encounters with public institutions weaken confidence in government.

Professor Naana Jane also called for greater investment in frontline public servants through training, support and improved systems, noting that they represent the face of government to many citizens.

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