Study visit for three project experts from Tallinn to Uganda

Foundation Tallinn Development and Training Centre (TDTC) organized a visit to Uganda from 22.04.-01.05.2018 during the course of the developmental co-operation project “The founding of Uganda’s one-stop-shop public service delivery centres on the example of Tallinn” for three project experts from Tallinn. The study visit was in accordance with the approved action plan of the developmental co-operation project. As experts from Tallinn Ülle Purga, Jana Viital and Member of the Board of TDTC and project manager for the Ugandan developmental co-operation Kalle Sepp attended the study visit.

During the developmental co-operation project’s study visit, experts from Tallinn met first with the Permanent Secretary of the Ministry of Public Services (MoPS) of Uganda Mrs. Catherine Bitarakwate Musingwiire, with whom they discussed questions concerning the objectives and activities related to the implementation of the project. The Permanent Secretary of MoPS expressed her satisfaction with the progress and development of the project so far, as MoPS is leading the establishment and putting into operation of service centres in Uganda as well as sharing experiences gained. Therefore, a so-called “mini-service centre” was set up in the rooms of the MoPS that serves as an example for other service centres. In the budget for the fiscal year 2018/2019 the MoPS has planned to open 2 more regional service centres. They have reserved 1 000 000 UGX (Ugandan shilling) from their budget for the investment. The possible locations for the new service centres are Mbale, Gulu or Lira and it is the wish of the representatives of the MoPS that the experts from Tallinn would visit the locations during their next visit to Uganda to give their recommendations / assessment of the suitability for opening a service centre. In addition, the MoPS will allocate 5 desktop computers to municipalities taking part in the pilot project.

The experts from Estonia organised two training courses for the MoPS leading specialists and employees of the service centre (15 participants) regarding customer services and document management. On the proposal of the MoPS, it was agreed that during the next training visit a similar training will take place which is aimed at both the service centre employees and the ministry officials.

During the meeting held at the MoPS dates of the next visit by Tallinn experts were agreed on for 16.07.-25.07.2018. The topics of the next visit were also discussed. A training at the MoPS on customer services and document management will take place, as well as further advising and training of specialists from service centres of Jinja, Kases and Entebbe. The experts will also visit the possible locations of the new service centres in Mbale, Gulu and Lira.

The high officials of the MoPS are very interested in extending the ongoing developmental co-operation project and will send an application for extension of their project to the Ministry of Foreign Affairs of the Republic of Estonia.

In the course of the visit, Tallinn project experts met again with municipality council members of Jinja, Kasese and Entebbe – city mayors, city secretaries, city councils and city government executives. Meetings, trainings and presentations were organized in these three municipalities on the development of public services, establishment and organization of service halls.

At a meeting with 20 participants, it was recognized that more efficient co-operation and guidance is needed between the MoPS and Jinja. Brenda Kadhaya, Head of Service Centre, introduced at the City Hall of Jinja (next to the Tourism Information Centre) the services they provide, their results, problems which have arose and future training needs. The service centre has installed and manages desks with 5 different services, an intercom system operates and an active reception of applications takes place (they also have a separate service desk for “Mayor’s appeals”). Deputy Mayor of Jinja promised an ongoing support for the service centre from the 2018/2019 budget. It was decided on the topics of the next visit’s training – customer services and application of the principles of document management.

More than 15 participants took part at the meeting and training in Entebbe City Government along with the Mayor and Town Clerk of Entebbe. Although the Entebbe City Government building is currently undergoing repairs, Entebbe city executives did not wait until the end of the repairs and opened a temporary service centre on the ground floor of the building. A corresponding (leading) bulletin board has been put in front of the city government building. Respective officials and specialists have been selected, as well as resources allocated for purchase of technical equipment for the work of the service centre. Other staff from Entebbe City Government departments who attended the training by Tallinn experts expressed their wish to attend training sessions taking place during the next visit. In the future, they would like to hear more about topics related to the organization of customer services and document management in the training sessions.

In Kasese, Estonian project experts first met with the city council and city government managers and leading specialists, and thereafter, a full-time training course was held for the senior specialists of the service centre and city government departments. Over 15 senior specialist attended the course. Case study situations and role games in which specialists had to find solutions to various customer service situations organized and managed by Estonian experts turned out to be particularly interesting and popular. It was agreed that the topics for the next training visit will be on the improvement of customer services and organization of document circulation and introduction of creating a document system.

During the training visit, Estonian project experts also visited the Nakasero Senior School, which leader is Enoch Mutambi – a former project manager of the developmental co-operation project in Uganda. At a meeting with over 400 schoolchildren, Estonian experts introduced Estonia and the jubilee events of Estonia 100, showed various video clips introducing Estonia, organized a quiz with awards and distributed Estonia 100 souvenirs to children. The school leaders asked Estonian experts to consider the opportunity to visit the school during their next visit and give a lecture about Estonia.

In a concluding discussion, the parties agreed that the Ugandan Ministry of Public Services will prepare its extension project (signed by the Minister of MoPS) to the Ministry of Foreign Affairs of the Republic of Estonia and Member of the Board/project leader of the foundation TDTC will prepare the application and an additional budget for the extension of the project. The project partners also agreed that the next training visit to Uganda by the delegation of Tallinn to the ongoing project is planned according to the action plan from 16.07.-25.07.2018.


Collaborative project funded by the Estonian Foreign Ministry’s Development Co-operation and Humanitarian Aid funds.