Govt. effectiveness ranking improves
Samoa’s percentile ranking in government effectiveness, based on World Bank governance indicators, has improved significantly since 2011.
The Worldwide Governance Indicators reports on six dimensions of governance: voice and accountability, political stability and absence of violence, government effectiveness, regulatory quality, rule of law, and control of corruption.
The report and their report aggregate and individual governance indicators are for over 200 countries and territories over the period 1996–2017.
These aggregate indicators combine the views of a large number of enterprise, citizen and expert survey respondents in industrial and developing countries. They are based on over 30 individual data sources produced by a variety of survey institutes, think tanks, non-governmental organizations, international organizations, and private sector firms.
This was highlighted in the Annual Review for the Public Administration Sector Plan 2013-2014 to 2017-2018 which was published recently by the Public Service Commission.
“By 2016/17, Samoa ranked 73rd, from its 55th ranking in 2011 (i.e. higher values mean better governance rating).”
This is in addition to the World Bank Governance indicators, the Client Satisfaction Survey 2014 carried out by the Public Service Commission — which found that the public thought government was “delivery focused” and “outward and client focused”.
“Sixty-five per cent of respondents agreed and somewhat agreed with government service delivery.
“Respondents also thought that Government employees were friendly, helpful, and provided a conducive environment for clients. The survey findings also highlighted dramatic improvements to service delivery if compared with previous years.
“Finally, respondents thought the Samoan public service was on the right track, with respondents having positive views about the role of Government and its achievements.”
The report stated that the Public Service Commission carried out a follow-up survey in 2016, called the Government Service Delivery Survey.
“Overall, the survey findings noted that client satisfaction with regards to the cost, timeliness, and accessibility of government services was ‘average’.
“Respondents thought that government employees required basic customer service skills training, especially frontline staff handling telephone and in-person enquiries.
“Respondents also thought government Ministries should improve processes to reduce customer waiting time and delays to response times.
“Finally, respondents thought government employees should ensure that they are available during operational hours to assist with public queries and requests,” stated the report.