The training workshop on the Newly Developed Client Service Operational Manual was held on Wednesday, 7^th February, 2024 at the North Dayi District Assembly Hall to involve Heads of Departments and Units and among other sub-vented agencies.

The trainees, Mr. Atsu Awayevor  and Mr.   Daniel K. Gbologa both from VRCC stressed on the purpose of the training workshop was to presents the operational and procedure manual for proper and effective management of complaints, enquiries and feedback within the Local Government service. The Client service Operational Manual defined clearly the strategies for managing the Client Service Unit, Client Service Operational Procedures and among others.

It was emphasized that the Operational Procedures has been developed to mainly focused on the day-to-day client service operation and management. Some of the operational procedures discussed includes;

• Receiving of clients
• Documenting details of clients
• Referral of client to appropriate section
• Step-by-step documentation and processing of complaints/enquiries/requests (walk-in, official letters, social media platforms, websites etc.)
• Step-by-step documentation and processing of feedback to and from clients

The levels of satisfaction of the services rendered are mostly reflected in the complaints, enquiries and feedback received through various channels at the institutions of which the services were rendered. A major problem for ensuring client satisfaction is the lack of a standardized procedure for the management of complaints, enquiries and feedback in line with national standards to engender public confidence and trust for national development.

These and among many others gave rise to the training workshop on newly developed client service operational manual to ensure continual operations of the client service unit within the Local Government Service.