The Local Governance Service provides essential public services to citizens at all levels. The quality of the services delivered to clients and stakeholders depends on how well they are satisfied within an acceptable timeframe.

The satisfaction levels of the services rendered are mostly reflected in the complaints, enquiries and feedback received through various channels at the Service institution. A major problem in ensuring client satisfaction is the need for a standardized procedure for managing complaints, enquiries and feedback in line with national standards to engender public confidence and trust for national development.

The Service has, over the years, experienced several client service-related challenges including:

  1. Lack of clarity between and among the roles of a Receptionist, Client Service Unit and Public Relations and Complaint Committee,
  2. The Client Service Unit is not duly recognised within the Local Government Service
  3. Lack of clarity and understanding of the functions, roles and responsibilities of the LGS institution by clients/general public lack of standardized complaints management procedure within the LGS
  4. The lack of a standardized complaint, enquiries and feedback template
  5. Lack of trust and confidence in the Client Service management systems to address complaints, among others.

To enhance understanding among staff regarding Client Service best practices, on 13th May 2024, a Capacity building training workshop on the newly developed Client Service Operational Manual was organised for Heads of Departments and Staff of the Jomoro Municipal Assembly at the Conference Room Annex AT Half Assini.

The objectives of the training were to enable the staff to understand the current practices of client service management in the LGS and identify the gaps and best practices in current operations.


Through PowerPoint presentations, the facilitator, Mr. Alfred Buckman, the Regional Human Resource Manager (Western Regional Coordinating Council) engaged the staff in very interactive and demonstrative sessions on the following:

  1. Client Service Management
  2. Operational Structure and Job Description of the CSU
  3. LGS electronic complaints/enquiries/requests
  4. compliance monitoring
  5. procedure for handling visitors
  6. procedure for handling/managing client enquiries
  7. procedure for handling complaints
  8. procedure for handling feedback

An opportunity was given to the staff to ask relevant questions regarding the topics discussed. The questioning and answering sessions as well as the demonstration were very informative and allowed the staff to share similar challenges and experiences they had as Client Service Officers (CSOs).

The workshop achieved the following mileposts:

  • Better understanding among staff regarding client service best practices.
  • Increased awareness of the importance of timely feedback and efficient complaint resolution.
  • Strengthened commitment towards delivering excellent service to both internal and external clients.
  • Improved coordination and collaboration among Departments to streamline client service processes.


The training workshop on client service operational manual equipped staff with essential tools and knowledge to address challenges and enhance service delivery at the South Jomoro Municipal Assembly. The workshop set the stage for sustained improvements in client satisfaction and organizational effectiveness by emphasising client-centric approaches and management involvement.

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