16 Oct 2025

Government is set to re-imagine its approach to service delivery, focusing on making services more citizen-centric across all ministries and agencies. The strategy aims to leverage digital technology to boost efficiency, foster partnerships, and increase productivity.

Speaking at the inaugural Service Delivery and Customer Service Conference held in Gaborone on October 14, Minister for State President, Mr Moeti Mohwasa, highlighted the government’s commitment to reform.

He emphasised that the initiative sought to dismantle inequality and inefficiency within the system, ensuring justice was delivered through effective instruments of the state.

He said government was engaged with institutional renewal and could not speak to the situation in isolation from the broader economic conditions of the people.

Therefore, he said he called upon government ministries and agencies to champion service delivery at all levels and also implored the private sector to partner with government in innovation and skills development.

Minister Mohwasa also said the civil society and academia must anchor the movement in research, accountability and public trust, and further called upon citizens to become active participants in shaping a Botswana they wanted.

He said Botswana’ story was of resilience, growth and possibility, but that the future demanded a new mindset where collaboration, innovation and customer centricity were the foundation of everything that was being done.

Mr Mohwasa also said the conference was a signal that Botswana was ready for a new era where service excellence defined the country’s identity and innovation drove the economy.

He said it was an era where customer satisfaction was not only paramount but also gave the country a competitive advantage on the global stage.
In his opening remarks, Quick Click chief executive officer, Mr Boitumelo Ralegoreng hailed the conference as a valuable platform from which home-grown businesses would be exposed to great opportunities.

He said the opportunities included exposure to strategies on how to be able to break into global markets, and to also lure investors into the country, all which would help create jobs and transform the economy.

Mr Ralegoreng also said it was crucial to explore smart technologies and identify ways through which they could revolutionise doing business. ENDS