A professor at the University of Johannesburg and a governance expert, Prof Ebo Hinson, has emphasised the importance of prioritising citizen feedback as a core component of customer service strategies in the public sector.

According to Prof Hinson, adopting this approach is essential to ensuring that government policies and programs effectively meet the needs of the citizens they are designed to serve.

In a discussion on Citi Business Festival on X Spaces on June 11, 2025, Prof Hinson advocated for the appointment of dedicated staff to manage and respond to public feedback.

"You need to have public sector entities that operate with proper feedback loops, hotlines, and adopt what we call social listening," he stated.

His call for a feedback-driven approach in the government sector comes at a time when citizens are increasingly demanding greater accountability and transparency from their leaders.

"These days, when you have a social media platform, you don't just leave it there like a conduit you've planted.

"You must ensure there are people actively gathering sentiments, analysing comments, and using that data to improve service delivery," he noted.

According to him, by placing citizens at the center of decision-making, the public sector can create more effective and responsive policies that address the needs of the populace.

Key takeaways:

- Citizen Engagement: Prof Hinson stressed the importance of involving citizens in the decision-making process to ensure their voices are acknowledged.
- Feedback Mechanisms: He advocated for the establishment of robust feedback mechanisms that enable citizens to provide input on government policies and programs.
- Responsive Governance: By prioritising citizen feedback, the public sector can demonstrate its commitment to responsive governance and build trust with the public.

He emphasised the importance of responsive communication tools, including hotlines and social media engagement, in enhancing customer experience and public sector outreach.

Prof Hinson's lecture serves as a timely reminder for the public sector to prioritise citizen feedback.

Addressing broader institutional change, he referenced recent discussions surrounding public sector reform, saying, "Our presenters talk about 'resets.' But when you approach the Ministry of Finance, what does 'reset' mean there? Or at the Ghana Revenue Authority (GRA), how is it defined in that context?"

His remarks underscore a growing demand for responsiveness, innovation, and transparency in government-citizen interactions.

By embracing these principles, government agencies can develop more effective policies, foster trust with citizens, and ultimately enhance the lives of the people they serve.

NAD/VPO

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