Client Service Delivery Model Workshop - delivers One Client Experience
Entebbe, UGANDA (Sept 5, 2019). The Regional Service Centre in Entebbe (RSCE) organized a workshop on the Client Service Delivery Model (CSDM) for the ‘BIG 5’ peace keeping missions in Africa on the 4 and 5 of September 2019 at the Regional Training and Conference Centre (RTCC) with a focus towards achieving a One Client Experience both at RSCE and within the large peace keeping missions in Africa.
The CSDM workshop aimed at concretizing and developing a shared view and approach towards the Hub-and-Spoke Model rollout. Furthermore, the workshop gave RSCE and the peace keeping missions an opportunity to design and agree on a workable blueprint for CSDM implementation which would guarantee effective client service.
Each mission had an opportunity to draw out individual implementation plans which anchored on key success factors as well as a detailed SWOT Analysis.
While opening the workshop, the RSCE Chief Mr. Paulin Djomo said “This workshop is important because before we launch the CSDM in your missions, there is a lot to learn from one another. The model is being established so that the Client Service Units (CSUs) in the missions and the Client Service Delivery Pillar at the RSCE can collaborate effectively in offering service to the clients and solving their queries.”
Human Resources and Client Service representatives from 5 missions shared knowledge, ideas and experiences that can help in enhancing client experience. The represented missions included;
- The United Nations Organization Stabilization Mission in the Democratic Republic of Congo (MONUSCO),
- The African Union-United Nations Hybrid Operation in Darfur (UNAMID),
- United Nations Mission in South Sudan (UNMISS),
- United Nations Multidimensional Integrated Stabilization Mission in the Central African Republic (MINUSCA) and
- The United Nations Multidimensional Integrated Stabilization Mission in Mali (MINUSMA).
The workshop was also attended by the Chief RSCE and Deputy Chief RSCE, as well as RSCE Service Delivery Managers, Service Line Managers and Client Service Delivery team.
The workshop provided a platform for knowledge sharing among colleagues who are performing similar and related functions and forged a way forward to improving experiences and processes for Client Service. UNSOS and MINUSMA, the 2 missions that have rolled the CSDM “Hub-and-Spoke” Model, shared lessons learnt to enable the big missions refine their plans for successful implementation.
“From this workshop and listening from the presentation from UNSOS, I have 4 critical areas on which I will contact Lamin Fatty for a one on one discussion, this will enhance our collaboration” said Ms. Florence Karera the Chief Client Support for MINUSMA.