Labour Minister urges improved frontline service delivery at Ghana Health and Labour Summit 2025

The Minister for Labour, Jobs, and Employment, Hon. Rashid Pelpuo, has called for a renewed focus on training frontline public service workers to improve client-facing service delivery across government institutions.

Speaking at the Ghana Health and Labour Summit 2025 held at the University of Ghana Medical Centre in Accra, the Minister emphasized that workers who engage with the public daily must be well-equipped with the right mindset and skills to ensure a positive and professional experience for clients.

“We need to commit more to training the worker who faces the client every day"

"That worker must understand the fundamental reason why they must be open, kind, and receptive to the public,” Hon. Pelpuo stated.

He noted that quality customer service is central to the growth of businesses and public institutions alike, arguing that when services improve, patronage increases — leading to natural business expansion.

“It’s key to business and it’s key to the size of business. Once you improve your services, more people will come, and that alone will help your business grow,” he said.

The Minister also touched on the challenges of bureaucracy within public service, urging a shift in attitude without completely dismantling institutional procedures.

“We don’t need to break down the bureaucracy. What we can do is to give it a recess"

"When letters or requests come in, they must be acted on that same day to avoid unnecessary delays,” he said.

Hon. Pelpuo further stressed the importance of accountability at all levels of public service, encouraging junior officers to take initiative while senior officers provide oversight and strategic direction.

“If you are a junior officer, take responsibility. Bureaucracy should not be an excuse for poor service delivery"

"Instead, it must be a resource to improve services, seeking clearance from those with better experience,” he noted.

He concluded by calling for a more responsive and visionary public service system, where every inquiry or request is efficiently directed and processed for the benefit of citizens.

“If you go to a ministry, someone must be there to ensure you are directed to the appropriate person"

"People shouldn’t be left unattended,” he said, adding that responsive service delivery strengthens public trust and maximizes the value of tax-funded institutions.

The 2025 Ghana Health and Labour Summit brought together stakeholders from government, health institutions, labour unions, and academia to discuss strategies for enhancing public service delivery and employment in the health sector.

Story by: Joshua Kwabena Smith