By Confidente Reporter
NAMIBIANS have voted Namibia Wildlife Resorts (NWR) as the best service provider for 2017, in the first-ever Office of the Prime Minister (OPM)-Citizen Satisfaction Survey (CCS).
The survey was carried out by the Harold Pupkewitz Graduate School of Business at the Namibia University of Science and Technology (NUST).
The study is an initiative of the Namibian government, as part of its commitment to improve service delivery by government offices, ministries and agencies, as well as at State-owned enterprises (SOEs).
The sole aim of the CCS is to canvas citizens’ views regarding public service delivery.
NWR was selected to be part of a list of 41 service providers across 19 service sectors, to take part in the survey, and consistently came up tops in all the elements of the survey.
This resulted in the OPM-CCS 2017 report to conclude that there is an opportunity for NWR to build on its strength and coordinate efforts to maintain the better-than-average delivery in all its service categories.
The report further stated that NWR now has the challenge of consolidating and building on the 70 percent average service rating, required by the Harambee Prosperity Plan (HPP).
NWR Managing Director, Zelna Hengari, attributed the success to the visionary leadership of the parastatal’s board, under the chairmanship of Ambassador Leonard Iipumbu. Hengari also mentioned the commitment of the management team that she leads, and the hard work of the entire NWR team, as the winning recipe.
She, however, cautioned that despite the progress made, much remains to be done, and she remains focused on delivering on the vision of NWR, which is to be “a recognised leader in tourism and hospitality services in Namibia”. “At the same time, NWR has made significant headway and is well on its way to profitability and sustainability,” said Hengari. “Over the past two years, NWR ceased receiving any subsidy from the government, and has relied on its funding to go about its business. This is the context, in which this accolade and the many awards NWR has been receiving, must be seen.”
“Furthermore, NWR is now diversifying its source market for customers, while ensuring that it delivers excellent value for money for the domestic and regional market,” Hengari said.
Currently, Hengari and a team of four staff members are attending the Travel Turkey Izmir Fair, which is a leading travel bazaar for the Central Asian and Middle Eastern market. Three of the staff members are being trained in the customer requirements and the expectations of that market.
“Since making an initial play for that market, with the assistance of the former Turkish Ambassador Deniz Çakar, NWR has seen a considerable increase of high-end tours from this market.
“The results of OPM Citizen Satisfaction Survey, therefore, augment the reality that NWR is doing the right thing, and needs to focus even further on the domestic, regional and international customer satisfaction levels,” Hengari added.
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