Vice President Professor Naana Jane Opoku-Agyemang has called on public institutions to place citizens at the centre of governance, urging public servants to ensure that service delivery reflects the Government’s Reset Agenda through professionalism, fairness, and responsiveness.

The Vice President made the call when she joined well-wishers and stakeholders to launch Citizen Experience: A Reset for Superior Public and Civil Service Delivery, a book co-authored by the Chief of Staff, Hon. Julius Debrah, and Professor Robert E. Hinson.

Delivering her remarks at the event, Prof. Opoku-Agyemang said the publication serves as a timely reminder that governance must be driven by the needs and experiences of citizens. She noted that the book challenges institutions to design services around people’s needs and to measure success by the quality of citizens’ experiences, while reinforcing the principle that meaningful and lasting reform requires commitment, discipline, and sustained effort.

The Vice President stressed that the Government’s Reset Agenda must go beyond policy statements and be reflected in the daily actions, attitudes, and decisions of those entrusted with serving the public.

She urged public institutions to continuously assess whether their services are designed for the convenience of institutions or for the convenience of citizens, emphasizing that the ultimate goal should be to deliver efficient services while preserving dignity, fairness, and equity.

Prof. Opoku-Agyemang also highlighted the critical role of frontline public servants, describing them as the face of government whose interactions with citizens significantly influence public confidence in state institutions.

According to the Vice President, the true impact of Citizen Experience: A Reset for Superior Public and Civil Service Delivery will be determined by the extent to which its ideas are adopted by policymakers, public servants, institutions, and leaders responsible for delivering public services. She noted that the book poses important questions about how government can become more responsive, accessible, and citizen-centred.

She congratulated Professor Robert E. Hinson and Chief of Staff Hon. Julius Debrah for producing what she described as a thoughtful and timely publication that will enrich national discussions on public sector reform and improved service delivery.

Photo credit: Jane Naana Opoku-Agyemang ( Official Facebook account)

Reported by

Obed Yaw Agyei