The Government of Tanzania has reiterated its commitment to ensuring that citizens receive timely and effective public services, warning that it will no longer tolerate negligence and irresponsibility from public servants.
Mululi Mahendeka, Permanent Secretary at the President’s Office – State House, issued the warning in Morogoro while launching a capacity-building program for government employees who handle legal affairs and public complaints.
He emphasized that the government is determined to end the culture of poor service delivery and delay, which has forced many citizens to escalate their complaints to top national leaders, including the President, Vice President, and Prime Minister.
“This behavior must stop immediately,” Mahendeka declared. “Public servants must resolve issues that fall within their authority quickly and accurately. If you are unsure about what to do, seek help from colleagues or escalate responsibly but do not leave citizens helpless.”
He described failure to act or refer cases properly as both unlawful and a violation of public service discipline.
Mahendeka noted that some public institutions still seek unnecessary approval for actions they already have the legal power to take.
He urged public servants to understand their responsibilities clearly, complete their assignments fully, and stop passing the burden to others especially when the information and authority are already available to them.
To hold officials accountable, the President’s Office will begin conducting regular performance evaluations. Those found to be the source of persistent complaints or delays in their institutions may face formal investigations and disciplinary measures.
“Government bodies that generate large volumes of unresolved complaints, or delay in submitting required reports, will be scrutinized and appropriate actions taken,” he warned.
Furthermore, the State House has instructed Appeals Authorities to discipline any institution that refuses to implement lawful decisions concerning staff discipline, as outlined in the 2022 Public Service Regulations.
Officers who manage disciplinary cases must also provide timely and informed legal advice to their superiors to prevent further injustice.
Hilda Lugembe, Coordinator of the Public Service and Complaints Department at the State House, noted that many service-related problems stem from gaps in discipline and inadequate customer service.
She said the current training following similar sessions in Tanga and Iringa aims to ensure that public servants handle citizen complaints, staff appeals, and disciplinary matters efficiently and fairly, right at the institutional level.
“These reforms are meant to reduce the burden on citizens who often have to chase solutions from senior government officials when lower levels should be resolving these matters,” Lugembe explained.
She added that this would also help avoid unnecessary legal costs to the government from court cases caused by poor handling of staff or citizen complaints.
“Our goal is to prevent a breakdown in trust. When citizens including public servants are served with respect, fairness, and timeliness, they are more likely to believe in their government and support national development,” she said.
She emphasized that the new measures are also intended to free up time for senior national leaders so they can focus on high-level responsibilities, rather than spending time solving issues that should have been addressed at the lower levels of government.
Representing the Permanent Secretary from the Public Service Management and Good Governance Office, Anyangwe Lupembe reaffirmed that the government will continue to uphold good governance, ensure compliance with laws and procedures, and protect the public interest by strengthening accountability throughout the public service system.
