The Pro-Vice Chancellor of Ghana Communication Technology University (GCTU), Professor Ebo Hinson
has stressed the significance of strong citizen feedback systems as a key element of customer service strategies within the public sector.
It is essential to have public sector organizations that function with effective feedback mechanisms, hotlines, and to embrace what we refer to as social listening,” he remarked. “In today’s world, when you establish a social media platform, it cannot just sit there like a dormant channel you’ve set up.
“You need to ensure that there are individuals who are actively collecting opinions, analyzing feedback, and utilizing that information to enhance service delivery,” he emphasized.
He pointed out the importance of responsive communication tools such as hotlines and social media interaction in enhancing public sector marketing and customer experience.
Discussing broader institutional changes, Prof. Hinson mentioned recent discussions regarding public sector reform: “Our speakers refer to resets. But when you approach the Ministry of Finance, what does ‘reset’ signify there? Or at the Ghana Revenue Authority (GRA)—how is it interpreted in that scenario?”
His comments highlight an increasing demand for innovation, transparency, and responsiveness in the interactions between government and citizens.
Source: HotFmOnline.com
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