Communication
Posta Uganda Launches Client Charter, Strategic Plan and Service Delivery Standards
Posta Uganda has launched its Client Charter, Service Delivery Standards and Strategic Plan (2025/26-2029/30), marking a major step towards improving customer service, accountability and innovation across the country’s postal network.
The documents were launched by the Minister of ICT and National Guidance, Rt. Hon. Justine Kasule Lumumba, at the Uganda Media Centre on Tuesday, 4th August 2026, in the presence of the Posta Uganda Board, management, representatives from the Ministry of Public Service, the National Planning Authority, the media and other stakeholders.
The Client Charter sets out the standard of service every Ugandan should expect when using Posta Uganda services. It commits the institution to courtesy, fairness, timely service delivery and clear mechanisms for handling customer complaints. The Service Delivery Standards complement the Charter by introducing measurable commitments, including specific turnaround times and performance benchmarks approved by the National Planning Authority.
Speaking at the launch, Rt. Hon. Lumumba described the Charter as a public promise between Posta Uganda and the people it serves. “The Charter sets out, in plain and accessible language, what every Ugandan, whether a market vendor in Iganga, a student in Kasese, or a business owner here in Kampala, can expect. It speaks to courtesy, fairness, timeliness and the recourse available to any client who feels short-changed.”
She said the two documents strengthen public accountability by making service commitments clear and measurable. “A Charter without standards is a promise without a measure. Standards without a Charter are a measure without a public voice. Today, Posta Uganda brings the two together.”
The Minister noted that the launch comes as Posta Uganda continues to modernise its operations to support Uganda’s growing digital economy. She highlighted ongoing efforts to expand district postal services, strengthen last-mile delivery, build private sector partnerships and grow the Postcom e-commerce platform, which is helping businesses and individuals send and receive goods more efficiently.
She said that while technology continues to transform communication, Posta Uganda’s future will depend on the trust it builds through reliable and consistent service. “In an age of instant messaging and private couriers, a national postal operator earns its place not by nostalgia, but by reliability. These documents are Posta Uganda’s public commitment to earning that trust, consistently and transparently.”
Rt. Hon. Lumumba commended the Board, management and staff for developing the three strategic documents and urged employees to make the commitments a reality through their daily work. “A Charter lives or dies not on the page, but in the daily conduct of the men and women who serve the public counter.”
She also encouraged Ugandans to play their part by demanding quality service and holding the institution accountable. “To the people of Uganda, I say: hold Posta Uganda to these standards. They have been written for you, and they belong to you.”
The launch of the Client Charter, Service Delivery Standards and Strategic Plan marks a new chapter for one of Uganda’s oldest public institutions as it positions itself to deliver modern, citizen-centred postal and digital services while connecting people, businesses and communities across the country.
The documents were launched by the Minister of ICT and National Guidance, Rt. Hon. Justine Kasule Lumumba, at the Uganda Media Centre on Tuesday, 4th August 2026, in the presence of the Posta Uganda Board, management, representatives from the Ministry of Public Service, the National Planning Authority, the media and other stakeholders.
The Client Charter sets out the standard of service every Ugandan should expect when using Posta Uganda services. It commits the institution to courtesy, fairness, timely service delivery and clear mechanisms for handling customer complaints. The Service Delivery Standards complement the Charter by introducing measurable commitments, including specific turnaround times and performance benchmarks approved by the National Planning Authority.
Speaking at the launch, Rt. Hon. Lumumba described the Charter as a public promise between Posta Uganda and the people it serves. “The Charter sets out, in plain and accessible language, what every Ugandan, whether a market vendor in Iganga, a student in Kasese, or a business owner here in Kampala, can expect. It speaks to courtesy, fairness, timeliness and the recourse available to any client who feels short-changed.”
She said the two documents strengthen public accountability by making service commitments clear and measurable. “A Charter without standards is a promise without a measure. Standards without a Charter are a measure without a public voice. Today, Posta Uganda brings the two together.”
The Minister noted that the launch comes as Posta Uganda continues to modernise its operations to support Uganda’s growing digital economy. She highlighted ongoing efforts to expand district postal services, strengthen last-mile delivery, build private sector partnerships and grow the Postcom e-commerce platform, which is helping businesses and individuals send and receive goods more efficiently.
She said that while technology continues to transform communication, Posta Uganda’s future will depend on the trust it builds through reliable and consistent service. “In an age of instant messaging and private couriers, a national postal operator earns its place not by nostalgia, but by reliability. These documents are Posta Uganda’s public commitment to earning that trust, consistently and transparently.”
Rt. Hon. Lumumba commended the Board, management and staff for developing the three strategic documents and urged employees to make the commitments a reality through their daily work. “A Charter lives or dies not on the page, but in the daily conduct of the men and women who serve the public counter.”
She also encouraged Ugandans to play their part by demanding quality service and holding the institution accountable. “To the people of Uganda, I say: hold Posta Uganda to these standards. They have been written for you, and they belong to you.”
The launch of the Client Charter, Service Delivery Standards and Strategic Plan marks a new chapter for one of Uganda’s oldest public institutions as it positions itself to deliver modern, citizen-centred postal and digital services while connecting people, businesses and communities across the country.
The author is a Communications Officer at the Ministry of ICT & National Guidance.
