TANZANIA RECOMMENDATIONS Most of the people who are responsible for or who are supposed to be responsible for handling requests for information from the public are information officers, public relations officers, switchboard operators, receptionists and front desk staff. The study found that these people lack a range of skills in dealing with requests, both written and oral. Even some of the staff with the relevant skill set either seem to be ignorant to the necessity of providing public information or appear to be unwilling to do their job. The study also found out that no customer relations systems and procedures are used by the front office staff when responding to requests for information. The study therefore recommends the following: • Establishing mechanisms to respond to requests for information from the public. These mechanisms should be used to interpret, analyse and communicate information, data, complaints, requests for services and should facilitate reporting to management/authorities. • Development of customer care/relations skills for relevant staff in public offices. Skills that will help them demonstrate professional customer/client relationship and technical skills, supervisory techniques and management skills. • Establishment of laws guaranteeing access to information and bylaws that will hold information bearers responsible for either delaying or not responding to the public’s requests for information. 88