CLIENT SERVICE CHARTER FOR THE MINISTRY OF AVIATION (MOA)
THE NATIONAL ANTHEM
First Stanza
God bless our Homeland Ghana
And make our nation great and strong,
Bold to defend forever
The cause of Freedom and of Right;
Fill our hearts with true humility,
Make us cherish fearless honesty,
And help us resist oppressors rule
With all our will and might for evermore
Second Stanza
Hail to thy name, O Ghana
To thee we make our solemn vow:
Steadfast to build together
A nation strong in Unity;
With our gifts of mind and strength of arm,
Whether night or day, in the midst of storm,
In every need, whate’ er the call may be,
To serve thee, Ghana, now and evermore.
Third Stanza
Raise high the flag of Ghana
And one with Africa advance
Black star of hope and honor
To all who thirst for liberty;
Where the banner of Ghana freely flies,
May the way to freedom truly lie;
Arise, arise, O sons of Ghana land
And under God march on for evermore!
Composer: Mr. Philip Comi Gbeho
FORWARD
Executive Instrument (E.I. 28) mandates the Ministry of Aviation to develop policies with oversight responsibility for the performance of the aviation sector. The functions of the Ministry in the context of its Mission are on policy development, regulatory and negotiation of bilateral agreements with contracting States.
We believe that our diversity allows us to tackle complex problems and opportunities on a national and global scale and that knowledge and scientific innovations are important drivers of Ghana’s economic growth. More importantly, we believe that our customers are essential to our success.
The purpose of this Charter is to explain what we do and how we provide our services. This Charter has been developed in consultation with our staff, clients, and other stakeholders. In it we set out our service commitments, seek your feedback and advice to help us improve our services.
The following pages set out what the Ministry is, what it does and records the commitment of the Ministry and its staff to provide the citizens of Ghana with the highest quality services that available resources will permit.
1.0 INTRODUCTION
1.1 Purpose
The purpose of a Client Service Charter is to provide a statement of what our clients can expect by way of services provided by the Ministry of Aviation. It details the services we offer including the standards, redress procedures whenever the need arises all with a view to ensuring client satisfaction.
1.2 Organisational Profile of Ministry
The Ministry of Aviation was established by an Executive Instrument (E.I. 28) in accordance with Section 11 of the Civil Service Act, 1993 (P.N.D.C. L. 327) on the 28th February, 2017 to exercise oversight responsibility for the aviation sector.
1.3 Vision
To establish Ghana as an Aviation Hub in the West Africa Sub-Region.
1.4 Mission
The Ministry exists to ensure the growth and development of Ghana’s Aviation industry through effective policy formulation, coordination, monitoring and evaluation of the Sector’s performance.
1.5 Core Values
- Safety and Security
- Customer focus
- Professionalism
- Integrity
- Loyalty
- Efficiency
- Accountability
- Transparency
- Result Oriented
- Honesty
- Gender sensitive
- Discipline
- Respect
2.0 FUNCTIONS OF THE MINISTRY
2.1 Core Functions
The core functions include:
- Aviation sector policy formulation and coordination
- Governance (finance, regulation, capacity building)
- Oversight responsibility for sector agencies
- Sector performance management, monitoring, evaluation and reporting
- Developing and promoting enabling measures including research and public information
- Coordinating and integrating sector plans and strategies, including integration with other sector Ministries.
- Negotiating Bilateral Air Service Agreements with Contracting States.
2.2 Policy Objectives
- To establish Ghana as an Aviation Hub within the West Africa Sub-region.
- To create a sustainable, accessible, affordable, reliable, effective, efficient, safe and secure transport system that meets user needs.
- To develop and integrate land use, transport planning, development and service provision.
- To create appropriate environment for private sector participating in the delivery of aviation infrastructure.
- To develop and implement a comprehensive and integrated Policy, Governance and Institutional Framework.
- To ensure sustainable development in the aviation sector.
- To develop adequate human resources and apply new technology.
MINISTRY OF AVIATION ORGANSATIONAL STRUCTURE
3.0 ORGANISATIONAL ARRANGEMENTS
3.1 Directorates/ Units under the Ministry
- Policy Planning, Budgeting, Monitoring and Evaluation
- Finance and Administration
- Research, Statistics and Information Management
- Human Resource Development and Management
3.2 Units
- Internal Audit Unit
- Public Relations Unit
- Technical Advisory Unit
3.3 Agencies under the Ministry
The following Agencies operate under the Ministry;
- Ghana Civil Aviation Authority (GCAA): Responsible for regulating the Air transport industry in Ghana and provides Air Navigation Services within the Accra Flight Information Region.
- Ghana Airports Company Limited (GACL): Responsible for planning, developing, managing, operating and maintaining of all public airports and aerodromes in Ghana.
4.0 SERVICES
We provide the following services:
| NO. | SERVICES | TIMEFRAME | PROCEDURES | REQUIREMENTS FROM CLIENT |
| 1 | Approval of Air Carrier License | Within ten (10) working days | · Receive, vet and approve requests.
· Take action on the next stage before approval |
Submit request for approval with relevant attachments |
| 2 | Dissemination of new policies | Once a year | · Meet the press
· Organize policy fora |
Participation in dissemination Meetings |
| 3 | General enquires/ Strategic Information | Within Ten (10) Working days | · Receive general request/queries and respond.
· Receive strategic request and redirect. |
Walk in/Call/email
Write letter with relevant attachments. e.g. · Certificate of Incorporation · Letter of introduction from academic institutions. |
5.0 OUR COMMITMENT (what to expect from the Organization)
We are committed to providing the best quality service. In carrying out our legislative responsibilities and tasks for our clients we pledge as follows:
- Provide high quality, timely and comprehensive advice/information on Aviation policies, programmes, Technology & Innovation.
- Offer services without discrimination
- Policy documents and circulars shall be disseminated within seven days from receipt in the Ministry.
- Place public interest before personal gain.
- Consult and collaborate with stakeholders in the delivery of services
- Procurement of all goods and services will strictly follow the Procurement Act, its rules, regulations and set guidelines.
- Make information available through newsletters and the Ministry’s website.
- If you contact us, we will: Answer phone calls promptly during normal office hours.
- If we are unable to answer your phone query immediately, we will take your contact details and ensure that you receive a response within 5 working days.
6.0 CLIENT OBLIGATIONS (What to expect from the Client)
In our bid to provide quality and efficient services, our clients are expected to meet the following obligations:
- Familiarize themselves with the relevant government policy documents and circulars.
- Respond to enquiries without delays to enable us give them the fastest response/action required.
- Engage us in constructive criticism.
- Provide relevant and accurate information needed by serving officer.
- Demand high quality service.
- Treat serving officer with courtesy and respect.
- Give constant feedback on our services and recommendations for improvement.
- Uphold integrity and not compromise any officials of the Ministry.
- Compliance with user guidelines provided for our products and services.
7.0 HANDLING COMPLAINTS
Clients are encouraged to make suggestions, compliments and complaints to the Ministry in person or through postage, fax or email. If you are dissatisfied or have concerns about our day to-day services, please discuss this with the person you dealt with or their supervisor, and we will try to resolve your concerns immediately. If you are still not satisfied, please contact the Chief Director, in person or through the contacts provided here below, who will respond within ten (10) working days of hearing from you.
Where the client is still dissatisfied with the complaint resolution, he/she should contact the Office of the Head of Civil Service, Public Services Commission, the New Charter Office and the Commission on Human Rights and Administrative Justice.
8.0 FEEDBACK
We welcome feedback on our performance, so we can know to what extent we are meeting your needs. If you have any comments or suggestions about improving our services, please let us know through the address and contact below:
Ministry of Aviation
P.O. Box KA 9180
3rd Floor, NCA Tower
Airport City, Accra – Ghana
Tel. +233 (0) 302-774995 or +233 (0) 302-773281
GPS LOCATION ADDRESS: GL-126-7628
E-MAIL: info@moa.gov.gh
The National Pledge
I promise on my honor
to be faithful and loyal to Ghana my mother land.
I pledge myself to the service of Ghana with all my strength and with all my heart.
I promise to hold in esteem our heritage, won for us through the blood and toil of our fathers;
And I pledge myself in all things to uphold and depend the good name of Ghana.
So help me God.
For complaints and complements:
Contact the Chief Director
Ministry of Aviation
P.O. Box KA 9180
3rd Floor, NCA Tower
Airport City, Accra – Ghana
Tel. +233 (0) 302-774995 or +233 (0) 302-773281
GPS LOCATION ADDRESS: GL-126-7628