The National Assembly (NA) has formally endorsed a set of measures aimed at institutionalising courteous communication and respectful interaction among frontline public service personnel. The decision reflects a growing recognition that how public officials communicate with citizens can significantly impact trust and service satisfaction.
Under the new endorsement, frontline staff serving the public — including those in offices that receive walk‑in clients and those handling inquiries over the phone or online — will be encouraged to undergo specialised training focused on courtesy, respect, and effective communication. The initiative is designed to improve service delivery and ensure that citizens feel valued and respected in their interactions with government agencies.
The Assembly’s endorsement follows consultations and discussions on the need for a more people‑centred public service. It aligns with broader efforts in public administration to strengthen communication skills, active listening, and customer‑oriented service standards among government employees. Experts have long highlighted that effective communication — including verbal and non‑verbal skills — plays a crucial role in public service delivery and can improve outcomes for both citizens and service providers.
Officials say the training will not only cover basic etiquette but also emphasise conflict de‑escalation, empathy, and clarity in public interactions, helping frontline workers to manage difficult situations professionally and with respect. Implementation details — including timelines, training content, and rollout plans — are expected to be announced soon as ministries and agencies prepare to incorporate the new standards into ongoing capacity‑building programmes.
This move marks a significant step toward enhancing the quality of public service communication, reinforcing the principle that courteous and respectful exchanges between government staff and citizens are fundamental to a responsive and trusted public sector.