
CLIENT SERVICE CHARTER
FOR THE
MINISTRY OF YOUTH DEVELOPMENT AND
EMPOWERMENT
OCTOBER 2025
WE EMPOWER, WE EQUIP, WE INSPIRE
MYDE CLIENT SERVICE CHATER
Table of Contents
LIST OF ACRONYMS ………………………………………………………………………………………………………………..3
FOREWORD ………………………………………………………………………………………………………………………………5
1.0 INTRODUCTION ……………………………………………………………………………………………………………6
2.0 PURPOSE OF THE CHARTER ………………………………………………………………………………………..6
3.0 PROFILE OF THE MINISTRY …………………………………………………………………………………………6
3.1 Mandate………………………………………………………………………………………………………………………….6
3.2 Vision Statement ……………………………………………………………………………………………………………..6
3.3 Mission Statement …………………………………………………………………………………………………………..6
3.4 Core Values ……………………………………………………………………………………………………………………6
3.5 Core Functions of the Ministry …………………………………………………………………………… ……….7
3.6 Institutional Arrangements………………………………………………………………………………………………8
4.0 SERVICES ……………………………………………………………………………………………………………………9
5.0 SERVICE DELIVERY STANDARDS ……………………………………………………………………………11
6.0 OBLIGATIONS …………………………………………………………………………………………………………..11
6.1 Obligations of the Ministry …………………………………………………………………………………………..13
6.2 Obligations of the Clients …………………………………………………………………………………………….13
6.3 Mutual Obligation ………………………………………………………………………………………………………14
7.0 FEEDBACK MECHANISM AND INSTITUTIONAL COMMUNICATION ……………………14
7.1 Comments and suggestions ………………………………………………………………………………………….14
7.2 Institutional Communication ………………………………………………………………………………………..14
8.0 CLIENTS ………………………………………………………………………………………………………………….15
9.0 COMPLAINT PROCEDURES …………………………………………………………………………………….15
10.0 CONTACT …………………………………………………………………………………………………………………17
11.0 REVIEW AND CONTINUOUS IMPROVEMENT …………………………………………………………17
12.0 APPENDICES …………………………………………………………………………………………….17
LIST OF ACRONYMS
CHRAJ – Commission on Human Rights and Administrative Justice
E.I. – Executive Instrument
CSC – Client Service Charter
GA – General Administration
GSS – Ghana Scholarship Secretari
HRMD – Human Resource Management and Development
IA – Internal Audit
MSD – Management Services Department
MYDE – Ministry of Youth Development and Empowerment
NDPC – National Development Planning Commission
NEIP – National Entrepreneurship and Innovation Programme
NSA – National Service Authority
NYA – National Youth Authority
OHCS – Office of the Head of Civil Service
PNDC – Provisional National Defence Council
PPBME – Policy Planning, Budgeting, Monitoring and Evaluation
PR – Public Relations
RSIM – Research, Statistics and Information Management
RTI – Right to Information
YEA – Youth Employment Agency
FOREWORD
1. It is with great pride and commitment that we present the Client Service Charter of the
Ministry of Youth Development and Empowerment. This Charter represents more than a
document. It is a declaration of our dedication to placing young people at the center of our
implementation and service delivery policy. The youth of our nation are not just leaders of
tomorrow; they are active partners in shaping the present and the future
2. Recognising this, the Ministry and its Agencies are committed to creating an enabling
ecosystem where every young person can thrive, contribute, realize their full potential and
can contribute meaningfully to national development and be globally competitive too. This
Charter outlines the services we provide, the standards you can expect, and the
responsibilities we share in ensuring accountability, inclusivity, and excellence in youth
empowerment towards sector growth and national development.
3. The Ministry’s aim is to promote transparency, responsiveness, and citizen engagement.
We encourage all youth, stakeholders, and partners to familiarise themselves with this
Charter and use it as a tool to hold the ministry and its agencies accountable. Your feedback
is not only welcome, it is essential for our growth and improvement.
4. As we continue to devise progressive youth-centered policies and programs, we reaffirm
our unwavering commitment to quality service delivery, innovation, and impactful
engagement. Together, let us work towards a future where every young person is
empowered, equipped, and inspired to lead.
………………………………………..
EMMA OFORI AGYEMANG (Mrs.)
CHIEF DIRECTOR
1.0 INTRODUCTION
The Client Service Charter is developed in accordance with guidelines provided by the Office of
the Head of Civil Service (OHCS) and the Management Services Department (MSD), considering
feedback received from management, staff and clients of the Ministry. It also outlines our service
standards and the requirement for accessing the services.
2.0 PURPOSE OF THE CHARTER
The purpose of this charter is to establish and inform clients of the service standards of the Ministry
to enhance productivity.
3.0 PROFILE OF THE MINISTRY
3.1 Mandate
In line with section 11 and 13 of the Civil Service Act (PNDCL 327), Civil Service (Ministries)
Instrument, 2025, Executive Instrument (E.I. 1), January 2025, the Ministry of Youth
Development and Empowerment is mandated to formulate policies on Youth Development
3.2 Vision Statement
An inclusive and highly empowered youth for national development and global competitiveness
3.3 Mission Statement
MYDE exists to provide leadership for the development and empowerment of Youth in Ghana
through policy formulation, coordination and implementation for national development.
3.4 Core Values
The Ministry of Youth Development and Empowerment has agreed to uphold the following core
values.
• Professionalism: The Ministry promotes professionalism through ethical conduct,
fairness, and strict adherence to standards.
• Resilience: The Ministry promotes resilience by encouraging perseverance, adaptability,
and determination to achieve progress despite challenges and constraints.
• Inclusivity: The Ministry upholds inclusivity by ensuring that all youth, regardless of
background or status, are considered and empowered through equitable policies and
programs.
• Focus: The Ministry is dedicated to youth development and empowerment, ensuring all
initiatives prioritize youth welfare and inspire focus on achieving goals despite challenges.
• Integrity: The Ministry upholds integrity by promoting honesty, transparency, and ethical
conduct to build trust and sustain confidence in all its actions.
• Innovation: The Ministry fosters innovation by encouraging creativity, strategic thinking,
and smart use of resources to drive entrepreneurship, growth, and sustainable development.
• Leadership: The Ministry champions leadership by empowering and inspiring the youth
through mentorship, guidance, and development programs to nurture them as future leaders
of Ghana.
3.5 Core Functions of the Ministry
Section 13 of the Civil Service Act 1993 (PNDCL 327) states the following:
“A Ministry shall:
a) b) Initiate and formulate policies, considering the needs and aspirations of the people.
Undertake development planning in consultation with the National Development Planning
Commission; and
c) Co-ordinate, monitor and evaluate the efficiency and effectiveness of the performance of
the Sector”
Based on the above framework the Ministry of Youth Development and Empowerment performs
the following specific functions:
a. Initiate, formulate and review policies to develop and empower the youth.
b. foster youth-led initiatives and entrepreneurship.
c. Coordinate programmes within the youth ecosystem.
d. To promote Youth Participation in governance and decision-making progress.
e. Provide technical advice to the government and other stakeholders on issues relating to
youth development and empowerment.
f. Conduct research in the youth ecosystem to promote inclusivity in youth programmes
and policies.
g. Empower young people with knowledge and skill.
3.6 Institutional Arrangements
The structural arrangement for the MYDE is as follows:
a. Line Directorates
• General Administration Directorate (GA)
• Policy, Planning, Budgeting, Monitoring & Evaluation Directorate (PPBME)
• Research, Statistics, and Information Management Directorate (RSIM)
• Human Resource Management and Development Directorate (HRMD)
• Finance Directorate (FD)
• Procurement Directorate (PD)
• Youth Development and Empowerment
b. Specialised Units of the Ministry
• Public Relations Unit (PR)
• Internal Audit Unit (IAU)
• Fixed Asset Coordination Unit (FACU)
• Client Service Unit (CSU)
• Right to Information (RTI)
c. Agencies of the Ministry
• National Youth Authority (NYA)
• Youth Employment Agency (YEA)
• National Service Authority (NSA)
• National Entrepreneurship and Innovation Programme (NEIP)
4.0 SERVICES
The Services provided by the MYDE include:
1. Provision of General Information.
2. Provision of technical information on Youth Interventions.
9REQUIREMENTS OF OUR SERVICES
|
NO. |
SERVICE |
TIME FRAME |
PROCESSES/PROCEDURES |
REQUIREMENT(S) FROM CLIENTS |
|
1. |
Provision of General Information |
Within one (1) working day |
• Receive request/queries • Assess request • Communicate feedback. |
• Walk in/Call/email • Submit a request |
|
2. |
Provision of technical information on Youth Interventions. |
Within five (5) working days |
• Receive request from client. • Review and analyse the request. • Provide feedback to client. Or • Redirect (where necessary) |
• Write letter with relevant attachments, eg. Certificate of Incorporation Letter of introduction from academic institutions • Provide accurate contacts • Complete client request form (Where applicable) |
MYDE CLIENT SERVICE CHATER
5.0 SERVICE DELIVERY STANDARDS
MYDE is committed to dealing with our customers in a professional and timely manner. We are
committed to providing the highest standards of service to all our customers. You should expect
the following standards from us in terms of Quality, Responsiveness, Accessibility and Service
Improvement:
QUALITY
• The Ministry provides warm reception and ensures clients are treated with courtesy and
respect.
• Always be available to attend to information needs/challenges of our clients/public in a
timely manner
• Ensure confidentiality of client’s personal information
• Availability of resources to make work more flexible
We will:
• Treat you with respect and courtesy.
• Maintain confidentiality where required.
• Identify ourselves appropriately when serving you.
• Be clear and helpful.
• Act with care, diligence, honesty and integrity.
• Refer enquiries we cannot sufficiently respond to relevant agency/authority; and
• Ensure that our website is well set out, frequently updated and user friendly.
RESPONSIVENESS
• Regularly update the Ministry’s website (www.myde.gov.gh) to address the information
needs of clients
• Provide feedback to clients should there be delays
We will endeavour to:
• Deal with tasks efficiently and effectively.
• Respond to correspondences promptly.
• Attend to visitors promptly upon arrival.
• Notify about our meetings at a good time, at least two days in advance.
• Reply to letters and emails within three (3) working days and on technical request, our
initial reply will give you an estimate of the time a full response will take and the cost, if
any.
ACCESSIBILITY
• Make it easy for clients to contact us by providing the correct address, phone/fax numbers
and an active email address (info@myde.gov.gh)
We will be available:
• For working days/hours: Monday to Friday 8:30AM to 1:00PM and from 2:00PM to
5:00PM
• At other times and during emergencies, we can be accessed on cell phones or emails
whichever may be applicable and appropriate.
SERVICE IMPROVEMENT
• Promote customer feedback
• Communicate clear service standards
• Exceed Customer expectations
We aim to:
• Ensure that the accuracy and quality of our services remain world-class by continuously
incorporating relevant developments in our service charter.
• further improve procedures for monitoring the quality of our services and reporting the
results.
6.0 OBLIGATIONS
6.1 Obligations of the Ministry
We strive to:
• Provide warm reception and ensure clients are treated with courtesy and respect.
• Provide friendly working environment for our clients.
• Provide feedback to clients should there be delays.
• Act in a professional manner to our clients.
• Regularly update the Ministry’s website (www.myde.gov.gh) to address the information
needs of clients.
• Give prior information concerning business with the Ministry through flyers, brochures,
newsletters, magazines and social media.
• Always be available to attend to information needs/challenges of our clients/public in a
timely manner.
• Ensure confidentiality of client’s personal information.
• Make it easy for clients to contact us by providing the correct address, functional phone
numbers and an active email address( info@myde.gov.gh)
6.2 Obligations of the Clients
• We expect clients to treat our Ministry staff with courtesy and respect (to contribute any
information that will enhance the image of the Ministry, ensure prompt service delivery)
• Clients should not abuse our staff.
• Clients should request information accurately, thoroughly and in a timely manner.
• Clients should provide our Client Service Unit with well-prepared, valid and authentic
supporting documents when doing business with us.
• The Public should follow guidelines and procedures in their dealings with us.
• We expect clients to be realistic and specific so that we can address their needs
• Clients should be truthful and honest.
• Clients who come to our premises have the responsibility to attend scheduled appointments
punctually.
• Clients are to report to the reception first and then to the Client Service Unit for
information.
6.3 Mutual Obligation
• All stakeholders are to abide by the regulations, policies and laws under which the Ministry
operates.
• We expect clients to treat our Ministry staff with courtesy and respect
7.0 FEEDBACK MECHANISM AND INSTITUTIONAL COMMUNICATION
7.1 Comments and suggestions
The Ministry has provided these avenues for feedback from our clients and stakeholders to ensure
efficient service delivery.
• Client Service office
• Suggestion Box
• Meet-The-Press
• Mid-year and Annual Performance Review
• Ministry’s website and social media handles
• Telephone Number
7.2 Institutional Communication
MYDE would organize periodic Seminars and Press Conference every quarter to provide updates
on their services to its customers. The essence of this exercise is to provide a platform for the
institution to directly interact with its customers and to solicit their views in relation to effective
service delivery.
8.0 CLIENTS
The following are the clients of MYDE:
1. The Public
2. Development Partners
3. Civil Society Organisations /Non- Governmental Organisations /Community- Based
Organisations/ Faith – Based Organisations
4. Private Sector Organisations
5. Educational Institutions
6. Research/Academic Institutions
7. Other State and Non-State Actors
9.0 COMPLAINT PROCEDURES
Clients with complaints are to initially contact the Client Service Unit of the Ministry. Clients
should document their complaints and submit them to the Client Service Unit. Client Service
Officer directs the client to appropriate office/officer. Appropriate office(r) gives feedback in
writing to the Ministry or Client.
Where to address your complaints:
a. Client Service Unit
Ministry of Youth Development and Empowerment
PMB Ministries Post Office
Accra
Client Service Unit
Or via info@myde.gov.gh
Telephone No.- 0303-982 324
Email: info@myde.gov.gh
b. The Chief Director,
Ministry of Youth Development and Empowerment
PMB Ministries Post Office
Accra
Email: info@myde.gov.gh
Where you are still not satisfied with the outcome, you may address your comment/ complaints
to:
c. The Head of the Civil Service
Office of the Head of the Civil Service
P. O. Box M49
Ministries-Accra
Telephone: + 233(0)302- 682328
Where you are still not satisfied with the outcome, you may address your comment/ complaints
to:
d. The Chairperson,
Public Services Commission
P.O. Box GP1618 Accra.
Email: info@psc.gov.gh
Tel: +233(0)302-663047
+233(0)302-667470
Where you are still not satisfied with the outcome, you may address your comment/ complaints
to:
e. The Commissioner,
Commission on Human Rights and Administrative Justice Postal
Address: Box AC 489, Accra.
Phone: +233 (0) 662150 / 664267
Email: info@chraj.gov.gh
GPS: GA-184-6440
1610.0 CONTACT
The Chief Director
The Ministry of Youth Development and Empowerment
PMB Ministries Post Office
Ministries-Accra
Website: www.myde.gov.gh
E-Mail: chiefdirector@myde.gov.gh
Tel: +233- 0303-982325
Facebook: Ministry of youth Development Ghana
X: Mydegh
Instagram: Mydegh
GPS: GA-144-9951
LOCATION
The Ministry is located within the Ministerial enclave of Accra behind the Ministry’s Police
Station, in between the Ministry of Works, Housing and Water Resources and the Ministry of
Trade, Agribusiness and Industry.
12.0 APPENDICES
The Profile of the Agencies and the contact addresses of the Heads of Agencies under the Ministry.
1. National Youth Authority (NYA)
Contact of the Head of NYA
The Chief Executive Officer
National Youth Authority Headquarters
Azumah Nelson Sports Complex (Kaneshie Complex)
Dantu Avenue
P.O. Box GP 777
Accra, Greater Accra Region
Digital Address – GA-172-6005
Telephone – +233 302 984 293
Email – admin@nya.gov.gh
Website – www.nya.gov.gh
2. Youth Employment Agency (YEA)
Contact of the Head of YEA
The Chief Executive Officer
Youth Employment Agency (YEA)
Liberation Towers, Castle Road
Ridge, Accra
P.O. Box MB 85, Ministries
Digital Address – GA-052-9469
Phone Numbers:
• Main Office (Ridge) – (+233) 030 223 5023
• Annex Office (Labone) – (+233) 030 223 5027
• Call Centre – (+233) 030 225 9524 / (+233) 030 225 9525
Email – info@yea.gov.gh
Website – www.yea.gov.gh
3. National Service Authority (NSA)
18Contact of the Head of NSA The
Director General
National Service Secretariat (NSS)
46 Patrice Lumumba Road
Airport Residential Area
Accra, Greater Accra Region
P.O. Box 46, State House
Accra, Ghana
Telephone – +233 302 772714
Fax – +233 302 769074
Email – info@nss.gov.gh
Website – www.nss.gov.gh
4. National Entrepreneurship and Innovation Programme (NEIP)
Contact of the Head of NEIP
The Chief Executive Officer
National Entrepreneurship and Innovation Programme (NEIP)
Nii Armah Olennu Street, 4th Circular Street
Cantonments, Accra
Greater Accra Region, Ghana
P.O. Box MB 85, Ministries
Digital Address – GL-043-5732
Telephone – +233 30 273 7806
Email – enquiries@neip.gov.gh
Website – www.neip.gov.gh
IMPORTANT CALENDAR EVENTS
|
EVENT |
DATE |
|
|
1. |
International Women’s Day |
March 8 |
|
2. |
World Day Against Child Labour |
June 12 |
|
3. |
International Youth Day |
August 12 |
|
4. |
International Day of Peace |
September 21 |
|
5. |
World Mental Health Day |
October 10 |
|
6. |
International Customer Service Week |
2nd week in October |
|
7. |
World Children’s Day |
November 20 |
|
8. |
International Day of Persons with Disabilities |
December 3 |
Reviewed by:
Management Services Department/OHCS
Accra
