Distinguished Visiting Professor at the University of Johannesburg, Professor Ebo Hinson, has emphasized the importance of robust citizen feedback mechanisms as a central part of customer service strategies in the public sector.
Speaking during a Citi Business Festival session on X Spaces (formerly Twitter), hosted by Channel One TV/Citi FM’s Head of News, Vivian Ka Lokko, Prof. Hinson called for the appointment of dedicated staff to manage and act on 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. “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, analyzing comments, and using that data to improve service delivery,” he noted.
He highlighted the value of responsive communication tools like hotlines and social media engagement in improving public sector marketing and customer experience.
Touching on broader institutional change, Prof. Hinson referenced recent conversations around public sector reform: “Our presenters talk about resets. But when you go to 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 call for innovation, transparency, and responsiveness in government-citizen interactions.
