Julius Debrah: Citizen Experience Must Become Ghana’s Governance Priority
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Chief of Staff Julius Debrah has called on public institutions to prioritise the experience of citizens, describing effective service delivery as a governance issue rather than merely a customer service concern.
He made the call at the launch of his book, “Citizen Experience: A Reset for Superior Public and Civil Service Delivery,” co-authored with Professor Robert E. Hinson.
In his address, Julius Debrah said public institutions must measure their performance against key requirements such as accessibility, clarity, fairness and responsiveness to improve the quality of services delivered to citizens.
He also urged institutions to strengthen their systems through investments in reliable technology, clear operational guidelines and appropriate incentives to empower public servants to provide efficient and accountable services.
The book advocates a citizen-centred approach to public sector reforms aimed at rebuilding trust and improving governance outcomes.
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