FRSC MSU Workplan for 2021 Presentation

Detailed workplan outlining activities, objectives, timelines, and key performance indicators for enhancing service delivery and customer satisfaction at FRSC MSU in 2021.

• FRSC
• MSU
• Workplan
• Presentation
• Service Delivery

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1. PRESENTATION OF FRSC MSU WORKPLAN FOR 2021

2. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME KEY PERFORMANCE INDICATOR Complaints handled are documented both in the file and SCRAR. Treat and document complaints from internal and external customers Corps wide Checking the contents of suggestion boxes in the RSHQ and other formations. To ensure the satisfaction of FRSC customers Proper and professional handling of complaints 1 Daily To ensure that customers complaints receive prompt attention. Complaints from customers are collated and treated promptly. Evidence of complaints treated and documented. 2 Daily

3. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME KEY PERFORMANCE INDICATOR Report of evaluation exercise sent to CM/Project Implementation Unit. Evaluation of Departments and Corps Offices in RSHQ on service delivery and aligned service standards. To ensure that service delivery in the Corps service windows are in compliance with aligned service standards Service delivery in the Corps service windows are in compliance with performance of responsibiliti es and aligned service standards. Service provision is monitored to ensure compliance. 3 Quarterly Monitoring the implementation of both FRSC integrated and local Charters. To ensure that Departments and Corps Offices provide services as stipulated in the Charter. Report of monitoring forwarded to CM 4 Quarterly

4. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME KEY PERFORMANCE INDICATOR Report of the interface conducted forwarded to Corps Marshal. Interface with M&E Officers of Department and Corps Offices in RSHQ To review reports of monitoring and evaluation of service windows of the previous quarter. To close any observed gaps from alignment to service standard evaluation as well as charter monitoring. Improved customer satisfaction and awareness 5 Quarterly Production of the reviewed FRSC service charter in drop down flex banner, hand bills and leaflets. To create more awareness to the public about FRSC services Drop down flex banner mounted at RSHQ and Commands entrances 6 Jan, 2021

5. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME KEY PERFORMANCE INDICATOR Report of the networking forwarded to Corps Marshal Networking meeting with SERVICOM field Desk officers in field commands (3 zones per quarter ) on Service Charter Implementation . Review of local Charters of the Corps service windows To close the gap observed in the Corps functionality evaluation by SERVICOM Headquarters Quarterly To share experiences on best practice for effective service delivery 7 To ensure that all the service windows of the Corps are in line with reviewed standard service delivery template Feb, 2021 A robust Service charter Report of the reviewed local charter forwarded to Corps Marshal 8

6. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME Improved service delivery to the satisfaction of customers MEANS OF VERIFICATION Training of Front Desk officers in RSHQ on the following topics: i. communicati on and interpersona l relations in quality service delivery ii. On the spot complaint handling iii. Customer relationship management iv. Team work: essential for organization al performance To improve on employee competency and capacity for improved service delivery Quarterly Report of Training of front line desk officers comprising of provost, Intelligent, protocol and SERVICOM forwarded to Corps Marshal and SERVICOM Headquarters. 9

7. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME KEY PERFORMANCE INDICATOR Report of in- house sensitization forwarded to DCM TRG Sensitization of staff Corps wide on SERVICOM during In- house lecture sessions on Charter formulation for effective service delivery Monitoring of Drivers Licence Centres in FCT and environs To expose the staff of the Corps to strategies for delivery of quality service through SERVICOM. Jan Dec 2021 Well equipped personnel that will deliver quality service to FRSC customers Disseminatio n of quality service delivery at the DLCs 10 To ensure that DLCs staff operate in line with RSHQ directives and NCDC protocols as they meet customers needs. Quarterly Reports of monitoring exercise is forwarded to CM 11

8. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME MEANS OF VERIFICATION Sustain Resource Centre Visitation to SERVICOM Headquarters a. To update the office on the activities carried out both by the Corps and the SERVICOM Unit. b. To give update on service frontlines of the Corps c. Update the office on the service profile of the Corps , such as changes that took place in the Corps for the quarter under review) Monthly Provide updates on current developments in the Corps. Evidence of visitation forwarded to CM and documented in a file 12

9. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME Increase stakeholders collaboration MEANS OF VERIFICATION Evidence of attendance of SERVICOM Headquarters to FRSC events are kept in a file Monitoring of the Corps events such as strategy sessions, stakeholders meeting, conferences, workshops etc i. To ensure SERVICOM National Headquarters attend the Corps events to make contributions from SERVICOM point of view. ii. To ensure all events are conducted in line with the set standards. To oversee the reception areas of the Corps and ensure that visitors access better services. Quarterly 13 Supervision of reception areas in RSHQ Quarterly To make sure that the Corps customers are satisfied. Report of the Monitoring is forwarded to CM every month. 14

10. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME Dissemination of quality service delivery at the DLCs MEANS OF VERIFICATION Reports of monitoring exercise is collated and forwarded to CM Monitoring of Drivers Licence Centres in all the zones (3 ZONES PER QUARTER) To ensure that DLCs staff operate in line with RSHQ directives and NCDC protocol as they meet customers needs. To consistently aid the Corps agents in the centre to improve on their conducts/ service delivery to the public. Quarterly 15 Evaluation of the FRSC call centre on Service Improvement Quarterly Improved service delivery to the satisfaction of customers Report of the Evaluation forwarded to CM. 16

11. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME Improved service delivery to the satisfaction of customers MEANS OF VERIFICATION Report of the Evaluation forwarded to CM. Monitoring of the Corps relationship with Customers/Pati ents as well as the implementation of Patients feedback form at FRSC medical centre Gwarimpa. Monitoring of Drivers Licence Centres Corps wide. To ensure improved service delivery at FRSC medical centre/clinics. Jan Dec 2021 17 To ensure that DLCs staff operate in line with RSHQ directives and NCDC protocols as they meet customers needs. Quarterly Dissemination of quality service delivery at the DLCs Reports of monitoring exercise is collated and forwarded to CM 18

12. S/N ACTIVITY OBJECTIVE TIMELINE EXPECTED OUTCOME To recognize the importance of customer service and rewarding those who serve and support customers each year. MEANS OF VERIFICATION Celebration of Customer service week To celebrate FRSC customers in line with annual global practice in which organizations celebrate their customers. Report of the event to be forwarded to Corps Marshal 19 Annually

13. ACCOMPLISHMENT STATUS. Treat and document complaints from internal and external customers Corps wide to ensure the satisfaction of FRSC customers and Complaints handled are documented both in the file and SCRAR Evaluation of Departments and Corps Offices in RSHQ for 1stquarter, 2021 on aligned service standards to ensure that service delivery in the Corps service windows are in compliance with aligned service standards and report of evaluation exercise sent to CM/Project Implementation Unit. Monitoring the implementation of both FRSC integrated and local Charters for 1 quarter, 2021 to ensure that Departments and Corps Offices provide services as stipulated in the Charter., Service provision is monitored to ensure compliance and report of monitoring forwarded to CM st st Interface with M&E Officers of Department and Corps Offices in RSHQ for 1 quarter, 2021 to review reports of monitoring and evaluation of service windows of the previous quarter to close any observed gaps from alignment to service standard evaluation as well as charter monitoring and report of the interface conducted forwarded to Corps Marshal.

14. ACCOMPLISHMENT STATUS stquarter, 2021 to Monitoring of Drivers Licence Centres in FCT and environs for 1 ensure that DLCs staff operate in line with RSHQ directives and NCDC protocols as they meet customers needs. Monitoring of the Corps events such as strategy sessions, stakeholders meeting, conferences, workshops etc to make contributions from SERVICOM point of view. Supervision of reception areas in RSHQ for 1 reception areas of the Corps and ensure that visitors access better services. Evaluation of the FRSC call centre for 1 consistently aid the Corps agents in the centre to improve on their conducts/ service delivery to the public and report of the Evaluation forwarded to CM. Monitoring of the Corps relationship with Customers/Patients as well as the implementation of Patients feedback form at FRSC medical centre Gwarimpa for 1 quarter, 2021 to ensure improved service delivery at FRSC medical centre/clinics and report of the Evaluation forwarded to Corps Marshal. stquarter, 2021 to oversee the stquarter, 2021 on Service Improvement to st

15. CHALLENGES Lack of prompt response from service windows in attending to complaint Inadequate of funds Inadequate training of SERVICOM Desk Officers in RSHQ and field commands Lack of adequate computer systems Inadequate office space WAY FORWARD Development of complaint procedure policy by the Corps Provision of funds Frequent training of SERVICOM Desk Officers in RSHQ and field commands Provision of computer systems Provision of additional office space