Chief of Staff co-authors book on public, civil service delivery

The book goes beyond diagnosing the challenges facing public and civil service delivery to offer practical options for reform, calling for government strategy to be designed around citizens; the citizen "journey" through institutions to be restructured; investment in frontline officers; and success to be measured by people's actual experiences rather than internal metrics such as budgets and timelines.

Titled: "Citizen Experience: A Reset for Superior Public and Civil Service Delivery", the book was co-authored by the Chief of Staff, Julius K.

The Vice-President urged heads of public and civil service institutions to view their operations through the eyes of the citizen, identifying honestly where services were fair, clear and acceptable, and where they fall short.