JUDICIARY Latest Features

Participants at the Customer Care Training in the Hoima High Court Circuit

More than 40 Judicial and non-judicial staff under the Hoima High Court Circuit participated in a comprehensive customer care engagement designed to enhance service delivery and improve user experience in the Judiciary.

Organized by the Judiciary's Registry of Communications and Public Relations, the engagement aimed at equipping staff with essential customer care skills to better serve court users and promote public trust in judicial processes.

Justice Jamson Karemani Karemera, Resident Judge of the Kiboga High Court Circuit and lead facilitator, conducted sessions on a wide range of topics. These included the role of media and public relations in the Judiciary, the impact of corruption on customer care, and best practices in managing user feedback.

Justice Karemani emphasized the need for the Judiciary to become more approachable, efficient, and user-focused. He reminded participants that every interaction with a court user-no matter how small-can leave a lasting impression and directly affect public trust in the institution.

"From the security officer at the gate to the clerical staff at the registry, each of us plays a critical role in shaping how the public views the Judiciary," he said. "A single unpleasant experience can damage the trust we work so hard to build."

Justice Karemani highlighted ongoing judicial reforms-including the recruitment of more judicial officers, establishment of new courts, improved infrastructure, and increased staffing-as efforts aimed at expanding access to justice, minimizing delays, and addressing case backlogs.

He urged staff to embrace integrity, transparency, and professionalism, adding that public perception is shaped not just by judgments, but also by the way services are delivered. He encouraged the use of technology-such as collecting litigants' email addresses and sharing decisions electronically-to enhance responsiveness and openness.

Recognizing lingering negative perceptions about the Judiciary, Justice Karemani advocated for sharing success stories, especially where the vulnerable or disadvantaged have received fair outcomes, to help shift public opinion and challenge the notion that "the poor cannot win a case."

On the issue of corruption, both real and perceived, he warned that it remains a serious threat to public trust. He called on staff to uphold ethical standards and suggested building a network of societal "agents"-individuals who have had fair experiences in the courts and can advocate for the Judiciary’s credibility within their communities.

Justice Vincent Opyene, Resident Judge of the Hoima High Court Circuit, commended the Communications and Public Relations team for organizing the timely training. He emphasized the critical role of customer care in ensuring that court users-many of whom are distressed when they arrive-are treated with empathy, respect, and professionalism.

"When a court user has a positive experience, they become an ambassador of the Judiciary," he said.

One concern raised during the session was the reliance on personal phones by staff to contact litigants. Participants recommended that courts be provided with official phones or landlines to facilitate professional communication and protect staff privacy.

HW Bamwite Emmanuel (Assistant Registrar, Hoima) led a team of Judicial Officers of the Lower Bench who included HW Kuniihira George (Chief Magistrate, Hoima), and Magistrates Grade I.