This is achieved through the promotion of good governance of the urban and rural communities and the formulation of policies and plans, coordination, monitoring and evaluation of programs using highly trained and motivated staff and adoption of appropriate technology for national development.

The Client Service Unit of the Ministry provides various services including handling of complaints/petitions, requests, enquiries about the Local Government Sector etc. from the public. For accessibility purposes, the Unit has its Office located on the ground floor of the main block of the Ministry, labelled Client Service Unit (CSU) 45.

The objective of this report seeks to communicate compliance levels of the Client Service Unit with the service delivery standards after thorough assessment of:

• the unit’s responsiveness to client’s requests/petitions;
• redress approaches to complaints;
• received client feedback on services rendered and ;
• an effective monitoring and evaluation of the services provided by the Ministry to its clients.

MLGDRD 2023 Compliance report

As part of efforts to improve service delivery enshrined in the Ministry’s mandate, the Client Service Unit has been established to ensure that government services were delivered promptly, efficiently and properly address concerns of the general public.

The Unit serves as the liaison between the Ministry’s Clients and Management and assists Management of the Ministry by ensuring that complaints and other related matters were addressed and information provided to stakeholders in the Transport Sector. This compliance report provides information on the performance of the Unit over the period under review.

The Client Services Officers of the Ministry had the opportunity to attend a Client Service Charter Template and Compliance Monitoring and Reporting Framework Training Workshop. The workshop was held in Koforidua from the 11th – 14th December, 2023 (attached is a report).

The objectives of this CSU compliance report is to:

• Provide information on details of activities of the Unit for the 1st – 4th quarter of 2023.
• Examine the Ministry’s compliance with the service delivery standards as
  indicated in the Client Service Charter.
• To find appropriate means of addressing complaints from clients as well as
  provide recommendations for the Unit.

Click below to download and read the complete report.

MoT 2023 Compliance report

The Client Service Unit is responsible for providing assistance and support to the public seeking passports.. The Unit’s primary goals include ensuring prompt service delivery, improving customer satisfaction, and maintaining the integrity of vital records.

The report covers key areas of compliance, performance metrix, challenges, and recommendations for improvement. This report outlines the key activities and achievements of the CSU as at the third quarter of 2023. It seeks to provide in-depth analysis on the activities of the Client Service Unit of the Passport Office in compliance with Service Delivery Standards and outline a thorough report on the current status of the unit for the Third Quarter of 2023.

The primary objectives of this report includes the assessment and evaluation of:

• CSU’s performance in terms of the number of applications processed, processing times, and other key performance indicators.
• the CSU’s compliance with legal and regulatory requirements related to passport issuance and client service.
• client satisfaction through feedback mechanisms, surveys, or client complaints.

This report also provides actionable recommendations for addressing challenges and enhancing performance of the CSU. Click below to read the whole report.

Passport Office Compliance Report

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