Boosting Public Service

Abstract

Transforming Public Services

In her first company, Tammy and her business partners were invited by the Permanent Secretary of the Ministry of Labour and Home Affairs to collaborate on a bold mission: revitalizing the Botswana Department of Immigration and Citizenship (DIC).

Background

In the mid-2000s, Botswana’s Department of Immigration and Citizenship (DIC), nestled within the Ministry of Labour and Home Affairs, was faltering. Ranked 16th out of 17 ministries, it was a lightning rod for criticism due to abysmal customer service, and endless delays. Staff were disengaged, could be rude, ignored customers while chatting on personal calls, sometimes even deriding those they served. As to the performance metrics — issuing passports took 30-60 days, while critical visas crawled at 180 days—bottlenecks that slowed Botswana’s growth. Over half the staff had limited education, IT tools were scarce, and coordination across the system was difficult. For a country leaning on efficient public services to propel economic growth, the DIC’s woes were a critical impediment. Businesses, investors and citizens demanded reform.

To add further complications, the Zimbabwe border piled on extra stress, fueled by that country’s economic and political woes in the late 2000s. Daily floods of Zimbabweans—some legal, some not—crossed seeking jobs or safety, swamping the DIC’s 13 border stations there. Staff battled overwhelming numbers and outdated paper-based systems, causing endless lines and complaints of poor treatment.

The Goal

The DIC set out to achieve a breakthrough and become a shining example of public service, aiming to drastically enhance service quality and speed. The Permanent Secretary unleashed a daring plan: to reshape the DIC in record time, requiring a dynamic, multifaceted plan. The stakes were high: fulfill the Economic Advisory Council’s demand for faster work and residence permits, crucial for priority projects like the Science and Technology University and Morupule power station. As Botswana’s front door for business investment, the DIC needed to impress international companies and skilled professionals; it needed to do its job to strengthen economic momentum while energizing staff with a calling for service.

Interventions

Partnering with Permanent Secretary, Tammy and her former business partners, rolled out a robust plan to breathe new life into the DIC;

1. Hands-On Leadership: The Permanent Secretary hit the road, visiting 13 border posts—Zimbabwe’s among them—and 26 inland offices, rallying staff and sizing up frontline realities. A new oversight committee kept leaders on their toes with monthly check-ins.

2. Staff Workshops: The team ran intensive four-day sessions in Gaborone and Francistown, igniting a passion for service in staff. Tammy played a lead role in the trainings as designer and facilitator, crafting and guiding workshops that used practical tools for personal growth, teamwork, value creation and mindsets to reshape attitudes. The staff had frank discussions about their attitudes toward serving the public. Each person looked within to assess their own calling for service. They also generated ideas for what they could do to improve the work environment. Initiative was begin taken.

3. Smart Upgrades: e-passports were launched with fast-track options (24-hour or 5-day turnaround). Floor guides eased customer navigation, and a new service code introduced basics like name badges, new uniforms and friendly hellos.

3. Team Refresh: Struggling managers were terminated, and fresh leadership took charge in tough spots like Francistown. Training sharpened staff’s people skills, especially at high-traffic borders.

4. Listening In: The DIC tapped into the Ministry’s Call Centre, online feedback, and business forums to capture insights—particularly from border areas and companies—fueling ongoing tweaks.

The Results:

A Stunning Comeback

In just one year, the DIC turned the tide, delivering standout gains.  

1. Speed Surge: Passports went from a 30–60-day slog to a 24-hour option. Critical visas sped up, powering key initiatives. Border waits, even at Zimbabwe’s edge, shrank by over half.

2. Reputation Rebound: Grumbles faded, swapped for praise. The DIC’s turnaround rocketed its parent ministry from 16th to 1st in government standings by 2010, snagging the Debswana Crystal Plaque for Service Excellence.

3. Staff Pride: Uniforms turned into symbols of honor, and the DIC became a top pick for public sector jobs.

4. Economic Lift: Smoother immigration—especially at Zimbabwe crossings—boosted Botswana’s draw for investors, supercharging infrastructure and global business ties.

Organizations Don’t Exist, People Do

What made this project stand out was its heart and ingenuity  – yes, technology solutions played a role and processes were streamlined but, from the start, the primary focus was on people.  Believing in the team lit a fire under staff, weaving Botswana’s traditional community talks—like Kgotla gatherings—with cutting-edge moves like e-passports. The Permanent Secretary’s boots-on-the-ground tours and relying on actual people to guide customers to relevant service counters over tech solutions tackled unique pressures, including Zimbabwe’s influx.

Botswana’s DIC transformation showcases the power of people with purpose. What began as a department “gone astray” became a beacon of public service excellence, supporting Botswana’s economic ambitions and earning global respect.

“… we didn’t just fix a broken system—we rediscovered our calling to serve. The results speak for themselves: a top-performing ministry and a team proud to deliver for our country.”

Former Permanent Secretary,
Ministry of Labour and Home Affairs

A Decade of Impact:

Elevating Botswana’s Public Service

Reference:

Hacker, S. K., & Tsiane, S. N. (2012). Putting service back into public service: The transformation of Botswana’s immigration services. Global Business and Organizational Excellence, 31(2), 6–16. (With special thanks to Tammy for her incredible contribution).