DVLA learn from STC

Kwabena Broni Asare-Duah Opinion Sep - 11 - 2017 , 12:47

I read a letter by Zebulon Quartey in the Monday August 28 2017 edition of the Daily Graphic concerning what the writer termed “the deceit of the Driver and Vehicle Licensing Authority (DVLA)”.

At times one finds it very provocative and unpardonable, the pomposity of some public institutions and the way they treat the very citizens they were established to serve.

I don’t think anybody pulled a gun on the DVLA when the authorities came out themselves in July to promise that they were going to publish names of driving licences that had not been collected.

Some of us applied for licences, went through all the processes, paid the stipulated fees, in 2014.

However, visits upon visits to the DVLA offices could not give us the licences with the excuse that they were not ready.

Therefore when the DVLA assured Ghanaians that names of licences that were ready were going to be published we heaved a sigh of relief.

Unfortunately, for more than six weeks after the assurance in the Daily Graphic nothing has been done and no explanation has been given.

That tells you how the authority treats its customers; with sheer disrespect.

One wonders whether the authority has any serious functioning corporate or public relations department.

The DVLA is behaving like it is doing customers a favour. It fails to realise that it is rendering services, which are duly paid for by its clientele.

The organisation should learn from the State Transport Company (STC), another state organisation, which came out to render an apology and explain issues when a customer complained about an unsatisfactory service. That is how any organisation that is serious with its work and customers is expected to behave.

There are these Twi proverbs: “Fromfrom nte ho daa” and “Nna nyinaa nse”, which translate to mean “All days are not equal”. Most public entities that have collapsed did so as a result of this DVLA behaviour.

DVLA, you have courted enough opprobrium and public disapproval. You should clean your stables because one day one day....A word to the wise....