Vice President Launches Book Co-authored by UGBS Professor Robert Hinson and Chief of Staff on Resetting Public Service Delivery
The Vice President of the Republic of Ghana, Prof. Jane Naana Opoku-Agyemang, has launched a new book, Citizen Experience: A Reset for Superior Public and Civil Service Delivery, co-authored by Prof. Robert E. Hinson of the Department of Marketing and Entrepreneurship at the University of Ghana Business School (UGBS) and the Chief of Staff, Honourable Julius K. Debrah. The launch was held on 8th July 2026 and brought together government officials, academics, public sector practitioners, industry leaders and stakeholders committed to strengthening governance and improving service delivery in Ghana. The collaboration between Prof. Hinson and Honourable Julius K. Debrah represents a blend of academic research and public sector experience, offering perspectives on how institutions can create more responsive, accountable and citizen-focused systems.
The book, Citizen Experience: A Reset for Superior Public and Civil Service Delivery, examines how governments and public institutions can improve service delivery by placing citizens at the centre of governance. It challenges traditional approaches that assess public service performance mainly through institutional structures, administrative processes and organisational efficiency, and instead advocates for a system that considers citizens lived experiences, expectations and interactions with public institutions. Drawing on principles from marketing, the book demonstrates how concepts such as customer experience, value creation, responsiveness and stakeholder engagement can be applied within the public sector to build trust and improve the relationship between citizens and the state. The authors argue that citizen experience is not merely a customer service concern but a governance responsibility requiring leadership commitment, institutional accountability and a deliberate redesign of public systems around citizens’ needs.
Speaking at the launch, Vice President Prof. Opoku-Agyemang emphasised that the true measure of Ghana’s public and civil service lies not only in policies and institutional achievements but also in the quality of services experienced by citizens. She described the book as a timely contribution to discussions on public sector reform and called for reforms that prioritise accessibility, fairness and efficiency in public service delivery. She noted that the repeated experiences of citizens and institutions shape the perception of Ghana’s public service, stressing the importance of building systems that respond effectively to the needs of the people.
Prof. Hinson, brings academic expertise in marketing and service management to the publication, extending the application of marketing knowledge beyond traditional business settings to address public sector transformation. His contribution reinforces the relevance of marketing scholarship in shaping policy conversations and improving service delivery outcomes. The University of Ghana Business School congratulates Prof. Robert E. Hinson on this significant contribution to scholarship, public policy dialogue and national development. His work continues to demonstrate the role of business education and research in addressing societal challenges and creating impactful solutions for Ghana and beyond.