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CSA Bernard NR-In All Ministries, Agencies of Government
The Director General of the Liberia Civil Service Agency (CSA), Puchu Leona Bernard, has urged every government ministry and agency to establish a service delivery charter (SDC) for both internal and external stakeholders.

Director Bernard, who spoke Wednesday in Monrovia at the launch of the Service charter, said it was necessary that all ministries of government took on this endeavor.

The Service, which outlines services an agency provides to its internal and external stakeholders, was developed as a result of the institutional performance assessment report and the CSA’s three-year strategic plan 2015-2018.

“The establishment of the SDC will enable every institution access its level of work,” Director Bernard said. “The charter reinforces our mandate to provide effective services to the public.”

“The service charter discusses customers` rights and CSA obligations and commitment to its stakeholders, spelling out the mutual expectations to be upheld in that relationship.” 

“All services offered by the agency are free. Thus, the CSA is committed to meeting the standards and remains accountable for each commitment contained in the charter.”

According to her, the agency is revising the performance management policy manual for the sexual harassment in the workplace policy and the contributory pension reform scheme. 

Director Bernard also said the agency was implementing the public sector modernization project, which provides support for various reform processes being undertaken across the government.” 

“We are in the process of putting in place a system that will facilitate online registration for most services with high demand, testing and biometric services to improve the processes to ensure customers satisfaction,” she noted. 

The launch of the service charter brought together representatives from various sectors of work, including government institutions, donor partners, diplomats, civil society organizations and employees of CSA. 

The Director noted that the development of a new civil service test is in progress and the establishment of a call center to attend too customers` inquiries and complaints is also underway. 

“The call center will be managed by a skilled staff that will be taking calls during regular working hours,” she said, and assured the public that the job descriptions for all civil service institutions including autonomous agencies will be completed in February 2016.

By Akoi M. Baysah Jr.

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