General
Mak support staff trained in customer care, sustainable investment and retirement planning
On 25th October 2018, the National Union of Educational Institutions of Uganda (NUEI)-Makerere University Branch with support of the University Management organized a workshop to train Makerere University Support Staff on improving customer care services. Officially opened by the Vice Chancellor of Makerere University, Prof. Barnabas Nawangwe, the one-day workshop introduced participants to sustainable investment ideas and viable procedures of planning for their retirement.
The Vice Chancellor thanked Makerere University Support Staff for serving the University diligently. He urged staff to have a positive attitude towards their jobs and encouraged them to handle university customers with respect and care. “Students are our number one customers; we should therefore handle them with respect. Next on the list are the parents, visitors, collaborators among others,” said the Vice Chancellor.
Prof. Barnabas Nawangwe encouraged staff to market and promote Makerere University’s achievements when he said, “Makerere University belongs to all of us. We are the University, we must therefore protect its reputation and image. What we do will either lift its name or tarnish it.”
The Director of Human Resources, Mr. Andrew Abuyang appealed to staff to perform their duties with commitment and humility. “We should be proud of the organization that we are working with, be able to defend it. Most of us derive our livelihoods from here,” he explained.
The Chairperson of the National Union of Educational Institutions of Uganda (NUEI)-Makerere University Branch Mr. Twesigye Bruce emphasized the need to promote and recognize outstanding workers. According to him, this will increase productivity and efficiency among staff.
The well attended workshop, kicked off with a presentation from Hajati Sharifa Buzeki, Commissioner of Human Resource Management, Ministry of Public Service on proper customer care services. According to Hajati Buzeki, customer care is a vital element of institution- client relationship and can strongly impact the operations of the institution and its image. It consists of a collective set of policies that govern how the institution and its employees interact with its customers.
Therefore, to win the hearts of customers, she urged support staff to serve the clients with a positive attitude and humility. She also advised them to have respect to customers’ interests, use need technical support and knowledge to enhance the level of customer satisfaction.
“For Institutions like Makerere University to thrive, we should improve on how we handle clients. The Principle of Customer care states that; ‘do to the people what you want to be done to you’. We should therefore deliver well to the people’s expectations. At its core, quality customer service is about making sure our customers feel they are valued, treated fairly and appreciated,” she said.
Taking participants through the viable procedures of planning for their retirement, Mr. Joseph Njuguna, Manager for Scheme Operations at Octagon Uganda Limited said that retirees can easily lose all their benefits from late life experimental investments and can suffer personal life mishaps if they do not plan well for their retirement.
According to Mr. Njuguna, workers tend to perceive retirement more as a distant phenomenon. For many workers, retirement comes as a shock that is hard to contain.
“We need to have a solid plan for our desired lifestyle after retirement. We should make a financial plan, engage our legal officers, think of an income that will sustain us and be able to cater for both our insurance and medical needs. Remember that the more we age, the more we are susceptible to suffer from different illnesses. We should not look at our children as some form of insurance strategy. We need to be able to sustain ourselves with a good degree of independence since we have our retirement benefits as a starting point,” he said.
He demonstrated that about 75% of retirees who are paid lump-sum benefits consume them. He also illustrated that for lump-sum benefits received by retirees and invested in a business, 48% turned out to be unprofitable, 31% had operating profitability, and 21% collapsed.
He introduced members to a new retirement income option of Annuities; designed to protect people from the risk of outliving their income. According to him, Annuity arrangements allow the retiree to have guaranteed income for life or for a convenient number of years after retirement.
“This follows a stipulated premium paid by the person seeking the annuity (annuitant) either through prior instalments or in a single payment, such as a member’s accumulated (prescribed portion or all) benefits upon retirement. Annuities are provided by insurance companies which are licensed to provide this service in accordance with the Law,” he said.
Mr. Njuguna briefed participants on how to create suitable and sustainable businesses. He advised workers to always invest in businesses or services in which they have experience or knowledge. “Being a professor at University, does not guarantee that you are a professor in poultry farming. You need to invest wisely, ensure that the business or investment idea you are undertaking is in line with your knowledge, experience and interest in order to avoid severe losses. Before you start a business, know its challenges,” he advised.
The Principal of the College of Computing and Information Sciences Prof. Tonny Oyana advised staff to use the financial wisdom given by God when investing in businesses. “God designed us to thrive and gave us a business model. God says if you are hardworking, He will reward you and if you are lazy you will die of poverty. Work hard and plan for yourself and your family,” he said.
Mr. Joseph Musoke, the representative of the support staff on the Makerere University Council, thanked the organizers for the successful workshop. He also appreciated the presenters for the informative and inspirational interactions.
Article by Nabatte Proscovia, Mak Public Relations Office.
The Gender Mainstreaming Directorate (GMD), Makerere University on 14th September 2021 presented findings from phase one of the study on Enhancing Women’s Participation and Visibility in Leadership and Decision-Making Organs of Public Universities in Uganda through Action Research. The study team led by the Director GMD and Principal Investigator (PI), Dr. Euzobia Mugisha Baine also consists of Assoc. Prof. Consolata Kabonesa, Dr. Anna Ninsiima, Ms. Frances Nyachwo, Ms. Susan Mbabazi and Mr. Eric Tumwesigye.
The team is also made of coordinators from participating Universities such as Busitema University-Ms. Elizabeth Birabwa, Kabale University-Sr. Dr. Eva Tumusiime, Mbarara University of Science and Technology (MUST)-Dr. Specioza Twinamasiko, Muni University-Ms. Amandru Stella Wawa, and Gulu Univeristy-Sr. Rosalba Aciro.
Funded by the Government of Uganda through the Makerere University Research and Innovations Fund (Mak-RIF), the study was inspired by the fact that women are persistently few in numbers as staff, more so in leadership and decision-making organs of Ugandan Public Universities. “This is despite all the various efforts at national and international levels; the numbers are not growing as fast as needed to meet development goals of the country” explained Dr. Euzobia.
Based on this background, the study team therefore sought to conduct a situational analysis of the gender terrain of the six public universities to obtain baseline information encompassing the composition of governance and leadership organs and senior staff by sex, as well as a needs assessment and profiles of potential mentors and mentees.
Furthermore, the team sought to explore the capacity to conduct gender-responsive research as well as the role of male staff engagement in gender equity interventions within the universities as the drivers of development.
Dr. Mugisha-Baine shared that results of the baseline would then be used to design participatory training manuals or guides on gender and leadership. The manuals would cover; Institutionalized mentorship, How to conduct gender-responsive research, gender and equity budgeting, among others.
“Within these manuals, we shall have a male staff engagement strategy in gender equity interventions in universities” she explained.
The development of the aforementioned materials would then be followed by their adoption and use to build capacity for women not only in leadership of participating and other public university but also beyond. “We shall periodically evaluate whether the capacity we have built has influenced women’s participation in leadership and decision-making organs of the university” supplemented the PI.
The capacity building trainings for women, it is envisaged, will lay the foundation for the formation of a functional Uganda University Women’s Think Tank, starting with the six participating universities. Dr. Mugisha Baine added that through this Think Tank, a monitoring and tracking system for gender representation in recruitment, promotion, retention/turnover and leadership of public universities shall be established and maintained.
At the conclusion of phase one, the study team had drafted participatory training manuals in gender and leadership with content on; gender specific critical analysis of the leadership spectrum of public universities, positioning of individual women within the institutional framework and strategies for their advancement, gender equity advocacy in the university setting, institutional mentorship, building capacity in conducting gender-responsive research, among others.
“This content will be validated by the participating universities before the actual research training is conducted” added the PI.
On behalf of the research team, Dr. Mugisha Baine thanked the Government of Uganda for providing the resources that facilitated phase one of the study and prayed that the Mak-RIF Grants Management Committee (GMC) would support the next phase of capacity building.
Speaking on behalf of the Mak-RIF GMC Chairperson, Prof. William Bazeyo, Dr. Helen Nambalirwa Nkabala thanked and congratulated the team led by the Director GMD upon the milestones registered in the critical research.
“We are very proud of that work that is being done by all researchers in Mak-RIF and we would like to most sincerely thank Management for all the support throughout this process” she remarked.
Dr. Nkabala encouraged the research team to continue disseminating and using the findings for the furtherance of gender mainstreaming, particularly through the aspect of male staff engagement in gender equity interventions.
Prior to delivering the keynote address of the day, the Executive Director National Council for Higher Education (NCHE) Prof. Mary Okwakol thanked the Vice Chancellor, Prof. Barnabas Nawangwe for inviting her to the important forum, noting that women’s participation in decision making and governance is a priority area of the Uganda Gender Policy 2007.
She commended Makerere University for being at the forefront of gender mainstreaming in Uganda, noting that this prominence was one of the reasons why the Gender in Education Policy 2007 provides for replicating the institution’s strategy in all other Higher Education Institutions.
Prof. Okwakol whose keynote address was punctuated incisive personal examples reaffirmed the statistics that women are generally not visible in leadership of Universities. That notwithstanding, in instances where they rise to leadership and decision-making positions, they are regularly subject to roles traditionally deemed as women’s inconsiderate of their managerial seniority and experience.
She nevertheless rallied the women to play their respective roles in enhancing participation and visibility at a personal level. The following were some of the strategies she proposed; work hard to acquire academic credentials so as to compete favourably with men, acquire necessary administrative training and experience, network among women, join professional networks as well as do research and publish.
On joining professional networks, she shared her personal experience as a young zoologist who joined UNESCO’s Tropical Biology and Fertility Programme. “Within a short time I was appointed Coordinator for Africa and after two years, I was elected as a Member of the International Board of Management. After serving for two years, I became Vice Chairperson of that Board and finally I became Chairperson of that International Board.”
At the institutional level, Prof. Okwakol appealed to the Chairperson Council and Vice Chancellor to proactively recruit women who meet the requirements for leadership positions even if it means actively seeking out the reluctant ones. In this regard, she shared that it would be useful for the university to develop a database of women and their qualifications to ease this process.
She shared that NCHE has in recognition of female underrepresentation at every level in Higher Education approved the establishment of a Gender and Equity Unit with the aim of promoting inclusive gender participation in the sub-sector.
“This unit has been placed under the Directorate of Quality Assurance and Accreditation which implies that as we look out for and regulate quality, gender will be a very important aspect of that regulation” she reassured.
Prof. Okwakol concluded by urging participants to read the; Third National Development Plan (NDPIII), Uganda Vision 2040, and Sustainable Development Goals (SDGs) noting that there is no way all three can be achieved while women are left behind because they each make a case for inclusion of the female gender.
“What we are addressing here are historical injustices” said Prof. Barnabas Nawangwe as he commenced his remarks, “And in the case of Makerere University, it is well known that the institution started as a male-only institution and we all know the original motto was ‘Let us be men’” he added.
Citing examples from history such as; Marie Curie – one of the smartest physicists, Hatshepsut, Nefertiti and Cleopatra – prominent Pharaohs of Egypt, George Eliot, Rosa Luxemburg and Hypatia – all great philosophers as well as Chancellor Angela Merkel – first female Chancellor of Germany, the Vice Chancellor said there is no plausible argument that there are things women cannot do as well as their male counterparts.
He said it was against this knowledge and in a bid to correct historical injustices that Makerere University pioneered initiatives such as putting in place affirmative action for girls, establishing a Gender Mainstreaming Directorate as well as a School of Women and Gender Studies. The Vice Chancellor nevertheless stressed the need to go beyond pioneering to protecting these gains through legislation. “Historically we have seen that discrimination can only be addressed by laws and policies.”
Prof. Nawangwe thanked the Government for providing funds to support Mak-RIF as well as the Funds GMC and Secretariat for ensuring that these funds are put to good use. He equally thanked the Chairperson of Council, Mrs. Lorna Magara for her not only her support but also sparing time to attend a good number of the research dissemination events.
Delivering the concluding remarks, Mrs. Magara acknowledged that the study was timely and relevant the contemporary University, as one of the critical drivers of the national and international development agenda. She therefore reechoed the Vice Chancellor’s thanks to the Government of Uganda for generously supporting the University’s research through Mak-RIF.
Turning to the keynote speaker she said, “I thank Prof. Okwakol for ardently discussing the critical issues affecting the female gender, the strategies to overcome the challenges, including sharing her inspiring personal experiences.”
Mrs. Magara equally thanked Prof. Okwakol for her very instructional analysis, providing mentorship guidance with the resultant impact of enhancing the female gender in decision-making positions. In the same breath she congratulated the PI and her team upon successfully concluding phase one of the project.
“Phase one has generated insights in understanding the status of women in leadership in public universities, the legal and policy framework and its implications on women’s visibility, the institutional mentoring systems and the gaps therein” she observed.
The Chairperson of Council acknowledged that the challenge of underrepresentation of women in leadership roles cannot be resolved at an individual level. She therefore advocated for broad based strategies that can address deep-seated structural and cultural biases facing women. “These include developing mentorship networks, enacting laws and policies that address the imbalances and providing training programmes to address the leadership gaps.”
She therefore pledged the University Council’s unwavering support to the Gender Mainstreaming Programme by ensuring an enabling policy environment that facilitates gender-responsive teaching, learning, research innovation and community service.
The research dissemination was moderated by the Principal Public Relations Officer (PRO), Ms. Ritah Namisango and the Director Communications, Learning and Knowledge Management, ResilientAfrica Network (RAN) and PRO Mak-RIF, Ms. Harriet Adong.
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