UNISFA hosts RSCE to Virtual launch of CSDM in the Mission

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1 Jun 2021

UNISFA hosts RSCE to Virtual launch of CSDM in the Mission

Mark Kaheru

On 19 May 2021, the United Nations Interim Security Force in Abyei (UNISFA) and the Regional Service Centre in Entebbe (RSCE), launched the Client Service Delivery Model (CSDM). The launch was done virtually because of the prevailing COVID19 global pandemic.

CSDM is a holistic multitiered support system designed to expedite client service delivery in the areas of human resources, travel and finance.

It is a client centric approach which 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 an RSCE delegation led by Ms. Nalini Contreras, Deputy Chief RSCE who pointed 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 UNISFA 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. For adopting a system that will capture queries, tracks and monitors them until they have been resolved. To fostering a culture of quality service provision within the mission and the RSCE and lastly to create discussion points on trends to focus on an improved service. she said.

Speaking from Sierra Leone, UNISFA Chief of Mission Support, Mr. Robert Kirkwood, acknowledged the importance of the one stop solution that was envisioned over a decade ago.

“We will continue to need a personalized and bespoke approach to client service delivery and I really applaud Paulin, Nalini and the Entebbe team for their tireless efforts to make our lives in the deep field as easy as possible and to enable us to continue with our business of protecting civilians.” He said.

CSDM has been rolled out in a number of field missions so far and next on the calendar is United Nations Multidimensional Integrated Stabilization Mission in the Central African Republic (MINUSCA) scheduled for June 2021.