Feedback by 8,400 people indicates 87% are satisfied with the Public Service
During an award ceremony for ministries, departments, entities, and officers in the Public Service that have stood out for their excellent service, Principal Permanent Secretary Mario Cutajar spoke of the various means that the Public Service itself is providing its clients to enable them to express themselves about the service delivered. In the last six months alone, 60 tablets and 100 QR Codes were installed, through which 8,400 people gave feedback indicating that 87% of clients were satisfied with the service provided.
The award ceremony was held under the patronage of President of Malta George Vella, as part of Public Service Week 2022, themed 'Investing in Quality'. The ceremony saw ministries, departments and entities receiving awards in relation to simplification measures, planning and implementation, and good practice, and public officers awarded for the very high level of service they delivered.
The Ministry for Agriculture, Fisheries and Animal Rights received an award for implementing the highest number of simplification measures in 2021, while the Ministry for the National Heritage, the Arts and Local Government was acknowledged as the ministry that carried out the simplification measures that had the greatest impact. The award for best planning and implementation went to the Ministry for Finance and Employment.
The Good Practice Award was received by the Malta Stock Exchange, MITA and the Restoration Directorate. In relation to good practice, three other awards were also presented in special recognition. These went to the Government Printing Press, the Armed Forces of Malta, and the Civil Protection Department.
The Office of the Notary to Government, the International Relations Section within the Department for Social Security, and the National Health Screening were given the prestigious Quality Award.
Four public officers received an award in acknowledgement of the high level of service they delivered. These are Dr Carmel Abela, Head of the Department of Anaesthesia at Mater Dei Hospital, who stood out for his work during the Covid-19 pandemic; Svetlana Mangion from the Residency Malta Agency, who was nominated for going the extra mile to ensure the best possible service; Marilou Lourdes Gatt, a Social Worker with Aġenzija Appoġġ who meets every challenge with a smile and with determination to safeguard the rights of children and women; and Janice Darmanin, who stood out in the performance of her duties as Assistant Head of School.
The Special Recognition Award this year was presented to Police Constable PC2423 Charlene Delia, for acting heroically when saving a four-year-old girl from being run over by a car.
In his speech, Mr Cutajar said that from the inception of all the changes implemented within the Public Service in recent years, the quality of service was at the heart of all the plans that were devised and carried out. “We decided from the outset that the attitude that anything goes for the Public Service was over and done with", stressed the Principal Permanent Secretary.
He added that every target set for the Public Service to enable it to accomplish its vision has been achieved in the strongest terms, so much so that the Public Service has been at the forefront of egovernment for years now. Innovations such as mystery shoppers were introduced, and clients are being given access to lodge their complaints directly if they are displeased with the service received, with a structure in place to rectify each particular case.
Mr Cutajar said that quality is also at the heart of the Public Service strategy for the next five years, which has just started to be implemented. “Quality must also be acknowledged. And that is what we are doing today — acknowledging those who offer a service of high quality. Behind the Quality Labels presented there is a framework that relies on a focus on the client without any exception", said the Principal Permanent Secretary.
Remarking that one of the pillars that define quality is accountability, Mr Cutajar stressed that quality is limitless. The quality of service will continue to improve to keep pace with people's expectations, irrespective of how much these expectations are raised.
At the end of the ceremony, the Principal Permanent Secretary presented the President of Malta with a set of commemorative stamps issued on the occasion of the Public Service Week 2022.