PHILOSOPHY FOR PUBLIC SECTOR REFORM Government's ...

White Paper on Public Sector ReformAt another level in customer relations, special attention will be given to frontlineemployees who interface constantly with the public at large. Guidelineswill be drawn up for these persons in areas of counter-services, the better use ofthe telephone and redress for public complaints. Training sessions have beenheld on the use of the telephone for groups of telephonists and receptionists.Guidelines entitled ‘The Service of Your Voice - How to Make the TelephoneWork for You’ have been completed and have been circulated to all agencies.Further training in appropriate disciplines and skills will undoubtably improvegovernment customer-relations.9.5 PREPARATION OF GUIDELINESThe Ministry of the Civil Service will prepare and issue Guidelines to setdirection and ensure consistency of action at all levels of the public sector. Theareas in which guidelines will be prepared are as follows:-• relationship between Ministers and Permanent Secretaries;• guidelines on the use of the telephone (The Service Of Your Voice- already completed and issued);• guidelines to enhance relationships between Public Sector Boardsand Ministers;• guidelines on the role and responsibilities of Secretaries;• guidelines on the work of the Internal Reform Committees;