By Alvin Lansana Kargbo
The National Disaster Management Agency (NDMA) has officially unveiled its first-ever Service Delivery Charter, marking a significant advancement in its commitment to enhance transparency and service standards. The Charter, launched on Wednesday 9th October, 2024 at the NDMA headquarters in Freetown, outlines the Agency’s vision, mission, core values and policy priorities while clearly defining the roles and responsibilities of the NDMA. It sets forth the standards of service that stakeholders, partners and the general public can expect from the Agency.
During the launch, Lt. Gen. (Rtd.) Brima Sesay, the NDMA’s Director-General, emphasized the importance of the Service Delivery Charter in helping the public and various actors across Sierra Leone better understand the Agency’s mission and approach to disaster risk reduction, emergency preparedness and response. The Charter serves as a vital resource for accessing information about NDMA services, offering clear guidance on seeking assistance, making inquiries or lodging complaints.
In the foreword of the Charter, Lt. Gen. Sesay noted, “The Charter represents a key example of evidence-based policymaking that assures citizens of the quality of the NDMA’s services during emergencies and disasters. It will serve as an invaluable tool now and in the future to strengthen the relationship between the Agency and the people of Sierra Leone.”
Mohamed L. Bah, NDMA’s Director of Communications, shared that he was tasked with developing the Service Delivery Charter in July. After drafting the document in August, he submitted it for review, which included technical and academic input from Professor Lee Miles. This collaboration ensured that the final Charter met international standards and reflected best practices in disaster management.
One of the Charter’s notable innovations is its foundation on evidence and best practices drawn from two award-winning research projects: AFRICAB (Driving African Capacity-Building in Disaster Management) and EVALDIS (Evaluating Local Disaster Management in Sierra Leone). These initiatives, conducted in collaboration with the Bournemouth University Disaster Management Centre (BUDMC) and led by Professor Miles, played a pivotal role in shaping the Charter’s contents. The projects have been internationally recognized, with the UK Cabinet Office citing them in 2024 as exemplars of best practices. Furthermore, Bournemouth University received a prestigious “Innovation that Inspires” Award from AACSB in 2023 for its contributions.
Speaking via Zoom during the launch, Professor Miles stated, “The launch of this Charter is a significant step forward for the NDMA, reflecting its determination to work closely with partners and to continuously adopt best practices in disaster management. It stands as a testament to the Agency’s commitment to the citizens of Sierra Leone.”
Professor Miles commended the NDMA for evolving into a mature Government Agency dedicated to improving disaster risk management in Sierra Leone. He encouraged the public to engage with the Charter, as it offers a comprehensive overview of the NDMA’s services and its mission to protect communities from disaster impacts.
The Service Delivery Charter not only underscores the NDMA’s commitment to continuous improvement but also highlights its dedication to incorporating contemporary disaster management research and co-creation practices.
With the launch of this new Service Delivery Charter, the NDMA is poised to set a benchmark for disaster management standards, not only in Sierra Leone but across Africa and beyond.
