Justice Karemani, Chief Registrar Call for Customer-Centred Service During Staff Engagement in Kiboga
The Judiciary has conducted a customer care and public relations engagement for judicial officers and non-judicial staff at Kiboga High Court, as part of ongoing efforts to enhance service delivery and strengthen public confidence in the administration of justice.
The engagement brought together staff from Kiboga High Court, Kiboga Chief Magistrate’s Court and Kyankwanzi Chief Magistrate’s Court to equip them with practical knowledge and skills on customer care, effective communication and public relations.
Opening the engagement, the Resident Judge of Kiboga High Court, Justice Karemani Jamson Karemera, emphasised that delivering quality customer care is the responsibility of every Staff of the Judiciary, noting that a court user’s experience begins the moment they enter the court premises.
He observed that the image and reputation of the Judiciary are shaped by the conduct of every employee, from security personnel and reception staff to judicial officers, and urged all staff to demonstrate professionalism, courtesy and respect in their interactions with court users.
Justice Karemani identified several challenges affecting customer care, including inadequate supervision of staff, limited customer care training, insufficient facilities such as reception areas, customer care desks, clean sanitation facilities and parking space. He also highlighted lengthy court processes that can be difficult for self-represented litigants to navigate. Noting that many members of the public have limited understanding of how the judicial system operates.
To address these challenges, he called for deliberate management interventions, regular customer care training, strengthened supervision, routine staff meetings, court open days, effective feedback mechanisms, an open-door policy, timely communication through various media platforms and a renewed spirit of patriotism and commitment to public service.
Justice Karemani thanked the Judiciary leadership and the Registry of Communications and Public Relations for organising the engagement, saying he was pleased that it had been brought closer to the staff within the Circuit. He encouraged participants to apply the knowledge gained to improve service delivery at their respective courts.
The Chief Registrar, HW Agnes Alum, delivered a presentation on public relations in the Judiciary, describing it as a deliberate, planned and sustained effort to establish and maintain mutual understanding between the Judiciary and its various publics.
She noted that the Judiciary Strategic Plan VI recognises effective communication and stakeholder feedback as essential to achieving the institution’s strategic objectives by ensuring that both internal and external stakeholders remain informed, engaged and able to contribute to the administration of justice.
HW Alum explained that the Judiciary engages the public through initiatives such as Court Open Days, Court User Committees and other stakeholder forums. She added that the effectiveness of public relations can be measured through communication reach, stakeholder awareness and satisfaction, responsiveness to feedback, and public perceptions of the Judiciary’s transparency, accessibility and service delivery.
Drawing from feedback received from court users, the Chief Registrar highlighted concerns relating to absenteeism at some court stations, delayed judgments and rulings, poor quality of work and gaps in service delivery. She urged staff to uphold professionalism, integrity, courtesy, decency and good manners at all times, reminding judicial officers that they are expected to maintain propriety both in their official duties and personal conduct.
She further observed that the Judiciary has a unique opportunity to foster strong public relations because its work directly affects individuals, families and communities through the delivery of justice.
In her vote of thanks, the Deputy Registrar of Kiboga High Court, HW Mutatiina Angella Natukunda, expressed gratitude to Justice Karemani and the Chief Registrar for sharing valuable knowledge and practical experiences. She said participants were leaving the engagement better equipped than when they arrived and urged them to put the lessons learned into practice. She also thanked the Registry of Communications and Public Relations for the initiative.
Addressing concerns raised on staff welfare, HW Mutatiina acknowledged the challenges affecting support staff and assured participants that the Judiciary remains committed to improving staff welfare through the appropriate institutional channels.
During the interactive session, participants welcomed the initiative and appreciated the Judiciary leadership for investing in staff capacity building. They, however, raised concerns over the remuneration of non-judicial staff and appealed for salary enhancement. Process servers also highlighted the security risks they encounter while serving court documents and called for measures to improve their safety in the course of their duties.
The engagement concluded with active participants, receiving gifts in recognition of their participation and as an encouragement to serve as ambassadors of quality customer care and effective public communication within the Judiciary.
Posted 16th, July 2026
