Last of ‘Big Five’ RSCE Client Missions Adopts Client Service Delivery Model
On 22 September 2021, The United Nations Mission in South Sudan (UNMISS) and the Regional Service Centre in Entebbe (RSCE) launched the Client Service Delivery Model (CSDM). UNMISS is the last out of the ‘Big Five’ African Peacekeeping missions to do so. The launch was done virtually because of the still ongoing COVID-19 global pandemic.
CSDM is a holistic multitiered client support system designed to expedite and improve client service delivery in human resources, travel, and finance.
It is a client-centric approach that provides staff with personal assistance in resolving their HR, Finance, and Travel related queries. Its rollout was well-received as it humanizes the client experience and shows the value of personal end-to-end follow-up by client service representatives in both the Mission and RSCE.
A virtual meeting was held to launch CSDM and was attended by senior stakeholders from UNMISS led by the UNMISS Director of Mission Support and RSCE Client Board Chairperson, Ms. Maria Costa. Next to expressing her gratitude to the RSCE and all other stakeholders involved, she acknowledged the importance of the one-stop solution that was envisioned over a decade ago.
“The launch of the Client Service Delivery Model in UNMISS marks an important milestone for the mission. It denotes a new era that ushers in a streamlined process of client service and client relations for us – UNMISS and RSCE – in handling our mutual client – the UNMISS staff member, efficiently and quickly. As Chair of the Client Board, one of my key priorities and strategic focus is to ensure that our clients across Africa, receive excellent service with accountability from RSCE. Our staff promote peace in Africa with commitment and dedication under extremely challenging circumstances. It is my primary responsibility to ensure their service needs are met seamlessly,” she said.
The RSCE delegation was led by Mr. Paulin Djomo, Director a.i. RSCE – who attended virtually - and Benta Achieng’ Aseto, who attended in person at the mission in Juba. The Director a.i. shared the vision underpinning the creation of the CSDM which was to bring back dignity in the handling of and the communication with clients.
Mr. Djomo shared instances wherein clients who were already serving in difficult situations in the mission experienced frustration in the process of service delivery, and previously felt abandoned. The RSCE had to respond with a sustainable client-oriented solution, which is the Client Service Delivery Model.
Ms. Aseto made informed use of a projected presentation to point out that the CSDM would streamline query management and allow staff in client missions to concentrate on their core activities rather than expending their energies seeking responses.
“Today both UNMISS and the RSCE are committing to sharing the ownership of the client relationship management, to creating a consistent approach to the escalation of queries, to creating one channel for managing client queries, to utilizing all resources and our capabilities for better client service. It’s more than just managing the client’s experience. It’s about creating value during the moments that matter the most to our clients, along with their unique client journeys. It is that simple, but it is not easy,” she said.
Mr. Timothy Crowley who is the Chief Operations and Resource Management at UNMISS also had a short intervention before the launch meeting concluded. He was happy to note that there has been a positive change in the RSCE’s services over the last couple of years. Mr. Crowley feels that the CSDM ushers in positive change for clients as they will now be certain of where to channel their issues, and whom to talk to. At the same time, it also ensures greater transparency and visibility. He also pointed out the necessity of RSCE to be able to communicate directly with client missions’ staff members through broadcasts. To conclude, Mr. Crowley thought it to be of vital importance to assess the progress and effectiveness of the CSDM at regular intervals.
CSDM has been rolled out in a total of seven field missions so far, and the RSCE is looking forward to continuing to implement it in all its client and special political missions on the African continent.