Client Service Unit

The Client Service Unit is one of the Units under the Central Administration Department at the MMDA (including sub-district structures) and RCC levels. The Client Service Unit also exists under the Administration Directorate of the OHLGS

Specific Objective for the Establishment of the Client Service Unit

To ensure effective management of client’s needs and expectations as well as the promotion of the image of the LGS institution in line with best practices and national standards.

Functions Related to the Client Service Unit

Receive all clients/visitors to the institution
Receive, document and sort out complaints, enquiries and feedback from clients and stakeholders
Answer all phone calls and redirect calls to appropriate offices or sections where necessary
Forward complaints, enquiries and feedback received to the administrative head, appropriate Office/Department/Directorate/Unit for necessary action
Direct clients/visitors to the appropriate Office/Department/Directorate/Unit
Follow up, collate feedback or updates on complaints, enquiries and requests for communication to clients and for management decision making
Implement systems and procedures for managing complaints, enquiries and feedback in line with this manual
Expedite action on the needs and expectations of persons living with disability (PLWDs), the aged and other vulnerable groups.
Supervise and coordinate the operations of all satellite CSUs

Specific Responsibilities of the Client Service Unit

Assist in the preparation of Annual Departmental plan and budget
Prepare and submit monthly, quarterly and annual reports
Supervise the timely processing of all complaints and enquiries received, documented and collated for redress
Supervise the monitoring and control system to ensure the effective management of complaints and enquires
Ensure that all action officers receive complaints and enquiries for necessary action
Ensure that feedback on all complaints and enquiries at each stage of the complaint and enquiries management cycle are communicated to clients timeously
Ensure that complaints and enquiries received and documented are kept under safe and appropriate condition
Ensure that client experience is taken in the form of feedback from all clients
Ensure that the operations of all satellite CSUs are coordinated and managed in line with this manual