Customer Oriented Service to Parliament
Prof. Paschal B. Mihyo
Paschal Mihyo is a Tanzanian lawyer by profession, with LL.B., LL.M and a Ph.D. in public law from the University of Dar Es Salaam. He is a Professor of Politics and Administrative Studies and Visiting Professor of Development Studies University of Namibia and the International University of Management in Namibia. He was the Executive Director of OSSREA from June 2008 to December 2014. Between 1988 and 2004 he taught at the International Institute of Social Studies, Erasmus University in The Hague where he was Deputy Rector Academic Affairs 1992-1995, Convener of the Labour and Development Programme and Deputy Convener of the Human Rights Programme. From April 2004 and September 2005, he was Director of Research and Programs at the Association of African Universities in Accra, after which he joined the University of Namibia briefly between 2006 and 2008. Professor Mihyo did his PhD on The Accountability of the Executive to Parliament in Tanzania. His thesis was published by McMillan. His recent works include 2015 edited books on Election Process Management and Election Based Violence in Eastern and Southern Africa; Urban Youth Unemployment in Eastern and Southern Africa and The Nexus Between Gender and Energy in Eastern and Southern Africa; in 2019, Rural Policy and Poverty Reduction in Tanzania, and in 2020 Women Empowerment in the Context of Contemporary Social Policy in Tanzania and Youth Transition from School to Work in Tanzania: The Contribution of VETA. He is currently Senior Visiting Research Fellow at REPOA.
About the course
The session introduces the organizational aspects of parliaments and implications of those aspects to the skills required to serve them. It touches upon some of the key roles staff play in parliament and the challenges involved. It introduces concepts and practices of customer care in parliamentary services and the key requirements for implementing a culture of customer care, methods and tools for administering it, building it within M&E practices for service results, learning and innovations. It has two exercises: one for staff to assess themselves on the critical skills required to serve parliament and another one for participants to use the tools covered in the session to measure the level of customer care in their parliaments