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Client Service Unit

INTRODUCTION

Before 1982, Departments and Agencies providing infrastructure and services for the Transport Sector were placed under a number of Ministries.

In 1982 the Ministry of Roads and Highways was formed with oversight responsibilities for all Transport Sector Agencies.

The Ministry experienced renaming until 2009 when the transport sector was re-grouped and re-named as Ministry of Roads and Highways and Ministry of Transport till date.

THE MINISTRY’S MANDATE

The Ministry of Roads and Highways is responsible for the formulation of Policies and Co-ordination, Monitoring and Evaluation of Road Infrastructure Programme and Projects for the Socio-Economic Development of the country.

VISION

The Vision of the Ministry of Roads and highways is “To provide and maintain an integrated, efficient, cost-effective and sustainable transportation system responsive to the needs of society, supporting growth and poverty reduction and capable of establishing and maintaining Ghana as a transportation hub of West Africa.”

MISSION STATEMENT

To provide an integrated and well – maintained road transport infrastructure and services that meet national requirements and international standards on a sustainable basis, through the formulation and implementation of policies that are responsive to the changing needs of the nation.

FUNCTIONS

The major duties of the Ministry are:

  • Policy formulation, monitoring, evaluation and coordination of programmes and projects with regard to the Road Infrastructure sector
  • Development and Maintenance of  Road Infrastructure
  • Financing of Road Maintenance
  • Training of professionals (Engineers, contractors etc.)

 

CORE VALUES

  • Transparency
  • Honesty
  • Excellent
  • Professionalism
  • Customer Focus
  • Timeliness
  • Conductive Environment
  • Integrity

 

DIRECTORATES/DIVISIONS/ UNITS

  • Administration
  • Finance
  • Procurement
  • Research, Statistics and Information Management
  • Policy and Planning
  • Monitoring and Evaluation
  • Human Resource

 

Units

  • Legal
  • Internal Audit
  • Public Relations

SERVICE STANDARDS:

S/N

Services

Time Frame

1.

Acknowledging and processing of general correspondence

5 Days

2.

Preparing of Minutes of Meetings with Stakeholders

5 Days

3.

Directing clients to the appropriate Sector Agencies/Ministries

Instantly

4.

Processing of Contractors Payment Certificates

5 Days

5.

Issuing of Road Contractors Classification (New, Upgrading, Renewal) Certificates

3 weeks after payment of approved fees

6.

Development and publication of monthly construction cost indices

30 days

7.

Procurement related services

In accordance with the Public Procurement Act

8.

Response to Public complaints

10 Days

9.

Preparation and Publication of Statistical Report

1 Year

 

WHAT WE STRIVE FOR:

  • Ensuring timely processing of correspondence
  • Timely delivery in a transparent manner
  • Ensuring high level of efficiency and integrity in vetting and processing of payment certificates
  • Improving Road user safety
  • Adopting industry best practices for road infrastructure service delivery
  • Delivering high quality services to you in an effective and caring manner

 

COURTESY AND COOPERATION

  • Friendly and customer care environment awaits clients.
  • Up-to-date information on road infrastructure and other services promptly available
  • All doors should be clearly labelled for ease of identification.

 

INFORMATION TRANSPARENCY AND CONVENIENCE

The Ministry will be opened all working days from 8:00 am – 5:00pm

The Client Service Unit (for enquiries, comments, feedback and suggestions) will be at your service during working hours

Interactive website regularly updated and easy to use.

 

WHAT WE EXPECT FROM THE PUBLIC

  • Address all correspondence and documents to the sector Minister
  • Clearly label and provide requisite attachments to all documents
  • Clearly explain information required
  • Follow strictly all guidelines for timely delivery of service
  • Clients should be polite, gentle, patient and understandable in accessing our services

 

COMPLAINTS/ COMMENTS/ SUGGESTION

Complaints, comments, suggestions and enquiries should be addressed to the Client Services Unit (CSU), First Floor, Room 104 or  number +233 302- 686- 792 (Ext 189) .

OR

If not satisfied/ unresolved contact the Chief Director on +233 302 661- 575

OR

Office of the President

Public Sector Reform Secretariat

Telephone: +233 302- 684- 086

 

LOCATION

Located in the ministerial enclave on the ORMSBY Street adjacent SSNIT Pensions House

Our Address: P. O. BOX MB 57, ACCRA

Website: www.mrh.gov.gh

Email: info@mrh.gov.gh

Telephone Numbers:         +233 302- 671-328; +233 302- 669- 734; +233 302- 686- 792

Fax Number: +233 302- 688- 759

 

IMPLEMENTATING AGENCIES

  • Ghana Highway Authority
  • Department of Urban Roads
  • Department of Feeder Roads
  • Koforidua Training Centre
  • Ghana Road Fund Secretariat

 

COLLABORATING MINISTRIES & AGENCIES

 
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