The Chief of Staff, Dr Julius Debrah, has called on public and civil servants to place citizens at the centre of governance, insisting that public office is meaningful only when it improves the lives of the people.
According to him, the prestige associated with public office—including titles, ceremonies, motorcades, meetings, official protocols and policy documents—should never overshadow the primary responsibility of serving citizens effectively.
Speaking at the launch of his book, Citizen Experience – A Reset for Superior Public and Civil Service Delivery, Dr Julius Debrah said every institution of government must be driven by a commitment to delivering quality services that improve the welfare of Ghanaians.
“The titles are secondary. The ceremonies are secondary. The motorcades, the files, the meetings, the protocols, the memoranda, the speeches, the budgets, the policy documents—all of them matter only to the extent that they make life better, fairer, easier, safer and more dignified for the people we serve,” he declared.
He noted that leadership should not be judged by the status or privileges attached to public office but by the positive difference it makes in the lives of ordinary citizens.
Dr Debrah observed that although Ghana’s public service has recorded significant progress over the years, there is an urgent need to strengthen efficiency, accountability and professionalism across public institutions.
He said government agencies must move beyond bureaucratic procedures and adopt a citizen-first approach that places greater emphasis on responsiveness, transparency and excellent customer service.
According to him, delays, unnecessary administrative bottlenecks and poor attitudes toward clients undermine public confidence in state institutions and must be addressed through continuous reforms.
He explained that his book provides practical ideas and strategies for reshaping Ghana’s public and civil service into institutions that are more responsive to the needs and expectations of citizens.
“The success of every government policy should be measured by the experience of the citizen. If people cannot access public services efficiently, then we must rethink how those services are delivered,” he said.
Dr Debrah urged public servants to see themselves as custodians of the public trust, adding that integrity, humility, innovation and accountability should define the culture of public administration.
He expressed optimism that the ideas contained in Citizen Experience – A Reset for Superior Public and Civil Service Delivery would contribute to ongoing reforms aimed at modernising Ghana’s public sector and improving service delivery.
The launch attracted the Vice President of the Republic,Prof Jean Naana Opoku -Agyemang ,senior government officials, heads of public institutions, civil servants, members of academia, development partners and governance experts, who described the publication as a timely contribution to efforts to build a more efficient, transparent and citizen-centred public service.
Many participants noted that placing citizens at the heart of governance is essential to restoring public confidence in state institutions and ensuring that government policies produce tangible improvements in the lives of the people.
