Administrative Reforms Division (ARD)

Contact Us

Eranand Buhooa

Deputy Permanent Secretary

Level 6, Sicom Building 2,

Port Louis, Mauritius

Tel No:(230) 405 5411

Email:

Administrative Reforms Division

Tel No: 405 4100/02 (PABX)

405 5786/87 4055373

4055457

Fax No: 2124168

The mandate of the Administrative Reforms Division (ARD) is to develop a customer-centric, performance oriented, and result based culture in the public service and to encourage the adoption of innovative methods to deliver quality public services.

The main activities of the ARD are centered as follows:

To plan, design, implement and evaluate Transformation initiatives with a focus on client - centered service delivery for the public service;

To establish links with Ministries/Departments to facilitate all transformation initiatives for maximum impact

To conduct seminars and workshops on administrative reforms and innovation;

To process participation in missions/seminars/ training/workshop abroad pertaining to matters regarding administrative reforms and innovation

To benchmark on administrative reforms initiatives at national and international levels to continuously be in a position to evaluate, adapt and evolve strategies for effective transformation across the public service.

To ensure adoption of Technology as an accelerator for improved quality service, efficiency, productivity, performance and results.

Aim

We aim at achieving these activities through the implementation of the following reforms initiatives:

Improvement of Counter and Customer Services

International Organisation for Standardisation (ISO) Certification

Electronic Attendance System (EAS)

Public Service Excellence Award (PSEA)

Participation in Regional and International Awards (UNPAN, AAPAM)

Computerised Registry System (CRS)

Code of Ethics

Customer Charter

Updating of Website of the Ministry

QUALITY POLICY

At the ARD, we are committed to continually improve the effectiveness of the quality management system to ensure its continuing suitability to meet the purpose of the Division and the needs of our customers, along with regulatory and statutory requirements. In this respect, we shall:

1 maintain the QMS in full compliance with the requirements of MS ISO 9001:2015;

2 maintain a Quality Improvement Process whereby all officers will be empowered and encouraged to contribute to the continual improvement process;

3 Nurture a performance oriented culture based on innovativeness and improved service delivery, with strong emphasis on the core values, namely:

Integrity

Innovativeness

Quality

Teamwork

Timeliness

The quality policy may be subject to modifications depending on the changes of our interested parties (defined at Section 4.2) and also based on the risks assessment of each schemes. All our interested parties would be kept informed on our quality policy.

Guidelines

Work Access Permit

Elaboration of Customer Charter

Quality Counter / Customer Service

Customer Charter 2020

Customer Charter 2016

Customer Charter 2008

Code of Ethics 2020

Improvement of Counter and Customer Services

To meet the growing demand for better quality and timely services, the ARD has launched this scheme to enhance the level of Counter/Customer services. The ARD endeavours to encourage Ministries/Departments to upgrade their Counter/Customer Services through the adoption of an integrated approach in respect of measures to be taken in front, at and behind counters. Requests made under this scheme are assessed and an appropriate reply is made to applicants.

Guidelines on "Providing Quality Counter/Customer Services" is a user-friendly publication that list down simple measures to be taken to ensure the delivery of quality public services.

International Organisation for Standardisation (ISO) Certification

With a view to ensuring that the Public Service provides services which meet the needs of customers and comply with an internationally recognised framework, the Ministry of Public Service, Administrative and Institutional Reforms (MPSAIR) has been providing assistance and guidance since the year 2000 to public service organisations to help them achieve certification according to the ISO 9001 standards. This international quality management standard specifies the requirements and best practice in the application of quality management systems. It is based on the principles of a process-based quality management system, continual improvement, and customer satisfaction.

In September 2016, this Ministry conducted an exercise with a view to assessing the impact of MS ISO 9001:2008 certification on the quality of services being delivered by the certified organisations.

The overall findings reveal that the adoption of the ISO standard has had a positive impact on service delivery, in particular, in Ministries/Departments that have introduced ISO certification.

Currently, the Ministry is working towards the strengthening and expansion of ISO certification to all Ministries/Departments. This forms part of the bigger initiative whereby the Public Service needs to evolve into an enabling environment for improved performance and productivity. It is strongly believed that the framework that organisations are required to set up for the certification can empower them to adapt and allow continuous improvement in their operations while keeping focus on delivery of quality service to the public.

ISO Certification is yet another instrument to enhance and modernise service delivery by public sector organisations.

As at date, a number of public organisations have been ISO certified through assistance provided by this Ministry.

The ARD has successfully upgraded the certification of MS ISO 9001:2008 acquired in October 2006 to MS ISO 9001:2015.

Public Service Excellence Award (PSEA)

Launched in October 2006, the Public Service Excellence Award (PSEA) Scheme will on a yearly basis, honour and recognise Ministries/Departments or Units/Divisions that have excelled in adopting innovative management approaches and made visible breakthrough in service delivery. Its main objective is to promote a performance-oriented, responsive, customer-friendly and accountable public service.

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Participation in Regional and International Awards (UNPAN, AAPAM)

The ARD promotes participation of local Civil Service organisations to bring visibility and recognition to innovative and fast moving entities at regional and international levels, such as the AAPAM, UNPAN & AAPSIA awards.

Code of Ethics

The ARD undertakes to promote and instill ethical conduct among public officers through sensitisation on the Code of Ethics for Public Officers to ensure greater accountability and transparency. The Code of Ethics for Public Officers emphasises the importance of a responsible, responsive and caring public service and is intended to promote effective administration and responsible behaviour. The code provides guidance for appropriate behaviour in a variety of circumstances. It lays down a set of principles and guidelines which aim at promoting a high standard of conduct and behaviour in the public service. The Code applies to all officers irrespective of grade or rank. It complements existing rules and regulations.

Customer Charter

The Customer Charter of this Ministry is a document describing the level of service a public servant can expect from us.

Guidelines for the Elaboration of Customer Charter Booklet

Updating of Website of the Ministry

The Chief Information Officer (CIO) / Liaison Officer of this ministry must ensure that the MPSAIR’s website is functional and contain relevant information regarding the Ministry. The Website Update Request Form, designed by Central Information Systems Division (CISD), can be downloaded by clicking on the link below.