| Administrative Reforms Division Our Vision To create a modern and efficient Public Service, ensure good governance and achieve excellence in the delivery of public services. Our Mission To spearhead administrative reforms so as to enable the delivery of timely and quality services to the public. Objectives of the Division The overarching objective of Administrative Reforms is to develop a performance-oriented culture in the public service and to devise innovative and improved methods to deliver quality public services.
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To plan & design new administrative reform initiatives for the public service. -
To develop implementation strategies for administrative reforms. -
To establish links with Ministries/Departments so as to facilitate administrative reforms. -
To assist in identifying training needs and capacity building programmes for the implementation of reforms. -
To conduct seminars & workshops on administrative reforms. -
To monitor administrative reform initiatives undertaken by Ministries/Departments. -
To evaluate impact of reforms initiatives, assess feedback and improve upon administrative reforms processes. -
To promote research & development geared towards improving efficiency of the public sector. -
To benchmark on administrative reforms initiatives at national and international levels to keep track of, adopt & promote best practices. Administrative Reforms Initiatives (ARD) - Code of Ethics - Muda Free Public Service - ISO Certification - Citizen’s/Customer’s Charter - Counter/Customer Services - Public Sector Collaborative Research Grant Scheme - Reforms Units - Capacity Building - Benchmarking - Public Service Excellence Award Scheme - Suggestions - Information on Reforms Initiatives - Ethics Online Corner - Mystery Shopping Code of Ethics The Administrative Reforms Division undertakes to promote and instill ethical conduct among public officers through sensitisation on the Code of Ethics for public officers to ensure greater accountability and transparency. It emphasises the importance of a responsible, responsive and caring public service and is intended to promote effective administration and responsible behaviour. The code provides guidance for appropriate behaviour in a variety of circumstances. It lays down a set of principles and guidelines which aim at promoting a high standard of conduct and behaviour in the public service. The Code applies to all officers irrespective of grade or rank. It complements existing rules and regulations. The Code of Ethics can be downloaded by clicking the link below. Code of Ethics Launching of the new code of ethics for Public Officers >>> Muda Free Public Service The Muda Free Public Service Programme aims at instilling and consolidating a quality culture within the civil service, by identifying, reducing and eliminating mudas, that is non- value added activities. This programme improves the classification of documents, physical layouts and reengineering of processing systems so as to result in reduced processing time and increased customer satisfaction. The Adminstrative Reforms Division pledges to conduct Muda Free exercise at Ministries / Departments concerned within 4 weeks of the request being received. ISO Certification The adoption of ISO standAdministrative Reforms Divisions implies that processing systems are clearly spelt out, responsibilities for a particular task established and a timeframe set for each task. This program helps to improve prevailing systems and work processes in a consistent manner, help to re-engineer existing practices, streamline procedures and develop a standAdministrative Reforms Divisionised approach that will result in enhanced productivity and quality delivery. The Administrative Reforms Division is encouraging Ministries/Departments to go for ISO Certification. It undertakes to provide facilitors to Ministries/Departments embarking on the ISO certification process within 3 weeks of the request being made and to monitor individual projects so that certification is achieved within 9 months. The Administrative Reforms Division meets the cost pertaining to the initial ISO Certification of Ministries/Departments. Citizen’s / Customer’s Charter The Administrative Reforms Division provides assistance for the elaboration and publication of their respective Citizen’s / Customer’s Charters through guidelines to Ministries / Departments. The aim is to get Ministries / Departments committed to providing timely, efficient, effective and quality public services. Guidelines for the drafting of Citizen’s Customer’s Charters can be downloaded by clicking on the link below. Guidelines for the elaboration of Citizen’s Charters in the public service>>> Counter / Customer Services In line with the vision of Government of “Putting People First” and to meet the growing demand for better quality and timely services, the Administrative Reforms Division has launched this scheme to enhance the level of Counter/Customer services. The Administrative Reforms Division endeavours to encourage Ministries / Departments to upgrade their Counter / Customer Services through the adoption of an integrated approach in respect of measures to be taken in front, at and behind counters. The Administrative Reforms Division undertakes to assess requests made under this scheme, effect site visits and make an appropriate reply to applicants within 1 month of requests being submitted. Guidelines for this scheme can be downloaded by clicking the link below. Guidelines on "Providing Quality Counter/Customer Services>>> Public Sector Collaborative Research Grant Scheme This Scheme is operated in collaboration with the Maurtitius Research Council to promote research and development geared towards improving the efficiency of the public sector. The Administrative Reforms Division will inform the applicant organisation of the outcome of its application within 10 weeks of submission. Public Sector Collaborative Research Grant Scheme(PUSCRGS)>>> Reforms Units in Ministries/Departments The Administrative Reforms Division monitors reforms undertake in Ministries / Departments through meetings with Heads of Reforms Units. Capacity Building The Administrative Reforms Division will conduct specific capacity building programmes as and when required to develop skills/ expertise considered necessary for the implementation of reform initiatives by Ministries/ Departments. Benchmarking The Administrative Reforms Division benchmarks successful reform initiatives and maintains links with other organizations, at both national and international levels, so as to keep track of and adopt best practices. Public Service Excellence Award Scheme Launched in October 2006, the Public Service Excellence Award Scheme will on a yearly basis, honour and recognize Ministries/Departments or Units/Divisions that have excelled in adopting innovative management approaches and made visible breakthrough in service delivery. Its main objective is to promote a performance-oriented, responsive, customer-friendly and accountable public service. Brochure containing the guidelines for the PSEA 2008 can be downloaded by clicking the link below:
Public Service Excellence Award 2008 Brochure >>>
Magazine issued during the Awards Ceremony of the PSEA 2007 can be downloaded by clicking the link below:
Public Service Excellence Award 2007 Magazine >>> Brochure containing the guidelines for the PSEA 2007 can be downloaded by clicking the link below: Public Service Excellence Award 2007 - Brochure >>>
Special magazine issued during the Awards Ceremony of the PSEA 2006 can also be downloaded by clicking the link below :
Souvenir Magazine - Awards Ceremony of the Public Service Excellence Award 2006 Photographs taken during the Awards ceremony of the PSEA 2006 can also be downloaded by clicking the link below:
Awards Ceremony - Public Excellence Awards 2006 >>> Suggestions The Administrative Reforms Division welcomes suggestions for quality improvements in the Civil Service and pledges to acknowledge all suggestions received within 3 days. Meaningful and sound suggestions will be retained for appropriate action and communicated to all concerned. Information on Reform Initiatives The Administrative Reforms Division may be contacted for information on the administrative reforms initiatives undertaken in the Civil Service:
On Phone: 201 1434, 201 3452, 201 3557
On Fax : 211 5047 E-mail: mcsa-aru@mail.gov.mu Ethics Online Corner The Ethics Online Corner has been developped in colaboration with the Independent Commission against Corruption (ICAC) to sustain an ethical culture in the public service. It is meant to be a focal point on ethics and and provides easy access to both public officers and the public at large to an array of reference materials on ethics, integrity management, corruption and other best practices. The Ethics Online Corner provides valuable information relating to the regulatory framework and management of ethics. It can be accessed at http://ethicscorner.gov.mu or from the Ministry's website at http://civilservice.gov.mu Mystery Shopping To evaluate the level of public service delivery, a new reform initiative, the Mystery Shopping has been introduced as from August 2007. The standards and levels of service delivery of public service organisations are assessed from the viewpoint of customers. Key aspects evaluated are Staff Behaviour, Physical Environment, Waiting Experience and Service Delivery. The main objective behind Mystery Shopping is to improve service delivery as once the weaknesses are identified, these can be addressed by top management of the organizations concerned and strong points noted can be further capitalized upon. | 
