AMBASSADOR'S SPEECHES

Remarks by Ambassador Martinez at the opening of the new Customer Service Center at the Department of Immigration. 

Honorable Ronnie Shikapwasha, Minister of Home Affairs

Permanent Secretaries and Commissioners

Mrs. Ndiyoyi Mutiti, Chief Immigration Officer

Mr. Nixon Banda, Director General, Anti-Corruption Commission

Colleagues from the media

Distinguished guests,

Today we are witnessing yet again another important step in the Department of Immigration’s efforts to improve its service delivery to Zambians, foreign investors, and visitors who come to see the business opportunities and tourist attractions this country has to offer.  I am honored to be here today to share in the exciting changes happening here at the Department.

This event is an indication of the quickened pace of change that is happening here at Immigration, and in other government departments. The idea that good customer service is crucial to success is spreading throughout the Zambian Government.  The Ministry of Lands continues to develop new systems and standards.  This past March, the Zambia Revenue Authority raised the curtain on its new VAT registration process and Customer Service Center.  And last November I had the opportunity to participate in the opening of the new Patents and Companies Registration Office Customer Service Center here in Lusaka.

In July, I was privileged to be part of a ceremony where Department of Immigration staff from around the country gathered to commit to new core values.  Those values included transparency, efficiency, service and integrity. Today, as the Department opens its new customer service center, rolls out a new automated service delivery system, and commits to efficient, consistent and transparent standards of service, those values are being put into practice.  All of this hard work culminates today in this new center where the Department can fully demonstrate its commitment to customer service and do its part to boost trade, investment and tourism in Zambia.

The achievements here today also mark an important milestone in the government’s campaigns to remove corruption from public sector service delivery and to adopt new customer service oriented approaches that will enhance the Zambian government’s image domestically and internationally.
Today, we can see the leadership role the Department of Immigration is playing in this initiative.  Here, in this new center, with an open, transparent floor plan, clearly posted fees and instructions, and trained staff, the opportunities for corruption have been greatly reduced.

I understand that the department has already reduced the processing time for visas from 15 to 3 days -- nearly catching up to us at the Embassy -- and is committed to reducing the time for work permit processing to 14 days.  This center, and the new systems and processes being introduced today should help you achieve these goals.

Of course, buildings and structures alone will not suffice.  The commitment and pledge to utilize these facilities and systems to establish a service standard is equally critical.

That is why the standards – publicly announced here today – are so vital.  I am very impressed with them.  When achieved, they will help reverse the public’s perception that the only way to get things done in Zambia is to pay under the counter.

The newly set standards will communicate to both existing businesses and potential investors alike that Zambia is committed to quality service and that the Department of Immigration, which is so vital to business operations and financial success, will be a true partner for the nation’s economic development.  These new service standards send a clear message from you, Mrs. Mutiti and all of your officers, that the old ways of doing business are no longer acceptable, and corruption will no longer be tolerated

The new systems in place here today are clear evidence of the Department of Immigration’s, as well as Zambia’s desire to modernize.  Today, Immigration is also leaving the old paper based processes behind and embracing a new, state-of-the-art automated system.

The new Zambia Immigration Management System and this new center are setting the standard for other government agencies.  With electronic filing and computerized case management, your customers can expect a faster, more coherent and more streamlined process of service delivery.

Together with the Department’s new website launched two months ago, the new Immigrations Management System puts the Department of Immigration at the forefront of Zambia’s efforts under the Millennium Challenge Account Threshold Program to build newer, better, and more transparent service delivery mechanisms.

These same systems and upgrades are allowing Immigration to commit with confidence to the new standards of service we see here today. Developing a new facility, creating new systems for delivering services and providing new standards of service are each, in and of themselves, important accomplishments.

The U.S. Government, through the Millennium Challenge Account’s Threshold Program, is proud to support the Zambian Government in setting new standards to achieve these goals.  Achieving these objectives together is a truly remarkable feat.  Let me take this opportunity to commend the leadership of the Department of Immigration – and the Ministry of Home Affairs - for having the courage to embrace these changes as a means of serving the public more effectively.

You have taken a huge step forward.  Of course, you will encounter some problems changing from an old system to a new one.  I encourage you to be steadfast and determined - good things take time to achieve but, with strong leadership, foresight, and determination, this Department can become a model for Zambia, the region, and the continent.

Thank you.