Public sector reform: A critical component for service delivery to citizens and the private sector

Public Sector Reform: A Continuous Process

Reforming the public sector is a gradual process, not a one-time event.

IMF studies from the 1970s and 1980s show that countries like Bangladesh, Chile, and Ghana faced fiscal challenges. These nations had to implement key reforms to improve their public sectors. Such reforms are essential for effective service delivery.

History of Public Sector Reform in Ghana

Ghana has seen various public sector reforms over the years. In the early 1980s, reforms aimed to address a public service crisis during Structural Adjustment Programmes (SAP).

Key initiatives included the Education Sector Reform Programme (ESRP) in 1986 and the Civil Service Reform Programme (CSRP) from 1987 to 1993. However, these SAP-related reforms were only partially successful due to limited focus on institutional capacity.

The Fourth Republic introduced broader reforms like the Civil Service Performance Improvement Programme (CSPIP) from 1994 to 1998. These aimed to enhance civil service efficiency and productivity.

In 2005, Ghana established a new Ministry of Public Sector Reform (MPSR). This ministry coordinated various reform initiatives across public institutions.

Development of the National Public Sector Reform Strategy

In 2009, MPSR became the Public Sector Reform Secretariat (PSRS). It was placed under the Presidency with a focus on key reform initiatives.

One initiative was the Open Government Partnership, promoting transparency and citizen participation. The PSRS prepared the first National Public Sector Reform Strategy (NPSRS) for 2017-2027, later updated for 2018-2023.

This strategy focused on three main principles: setting new directions, building personnel capacity, and streamlining service delivery processes. Six pillars supported this strategy:

1. Citizen and Private Sector-Focused Public Sector
2. Capable and Disciplined Workforce
3. Strengthened Regulatory Framework
4. Improved Work Conditions
5. Strengthened Local Governance Structures
6. Digitised Services and Systems

Implementation of PSRRP for Improved Service Delivery

In 2018, following NPSRS's launch, Ghana partnered with the World Bank Group for funding support. This led to a four-year project called Public Sector Reform for Results Project (PSRRP), running from 2019 to 2023.

The project targeted thirteen public sector institutions aiming to improve efficiency in service delivery.

These entities included:

- Driver and Vehicle Licensing Authority (DVLA)
- Passport Office
- Births and Deaths Registry (BDR)

This article highlights some reform initiatives under PSRRP by DVLA, Passport Office, and BDR that improved citizen services.

DVLA Initiatives

DVLA faced issues with outdated printing machines causing delays in issuing licenses. Many clients experienced inconvenience or fell victim to unauthorized middlemen.

With project support, DVLA upgraded its IT equipment and printing machines. As a result, daily license production increased from 700 to 2,500 since 2022.

Additionally, DVLA reduced its backlog of unprinted licenses significantly by March 2024.

To enhance accessibility, DVLA launched mobile services through mini-vans called DEMOBS and TertDrive initiatives. These services reached over 13,000 clients between 2022 and 2023.

A user-friendly mobile app was also developed for better client access.

Passport Office Improvements

The Passport Office struggled with outdated ICT equipment leading to significant backlogs in passport processing.

Project support provided new ICT equipment along with ten data-capturing booths at application centers. This reduced waiting times from six months to one month in major cities like Accra and Kumasi.

Since implementing these changes in early 2023, they cleared a backlog of over100,000 applications but still require an industrial passport printer for further improvements.

BDR Enhancements

The Births and Deaths Registry faced delays due to slow birth notifications from health services.

With project funding alongside Ghana Health Service collaboration, BDR printed about1.2 million maternal health record booklets containing birth notification forms.

These forms help ensure accurate birth registrations by GHS staff.

Additionally, BDR harmonized three applications into one system creating a national repository for births.

To improve access in remote areas where registration was difficult,Bdr received vehicles enabling mobile registration services.

This initiative boosted birth registration rates significantly from58% in2015to93%in2022and death registration rose from14%to38%.

Conclusion: The Way Forward

Discussions on public sector reform continue as challenges remain in service delivery across institutions.

However,some improvements have been noted recently.

Leveraging technology is crucial for developing innovative systems that enhance services.

South Korea’s experience since the1960s shows how prioritizing reform can lead to success.

Governments must support policy frameworks necessary for improving service standards across all public institutions in Ghana.