Introduction: A Glimpse into Public Service in Malawi

Every time we read the news or listen to the radio, the message seems the same: nothing is working in Malawi. From the Farm Input Subsidy Programme to the healthcare system, immigration offices, and the falling value of the Kwacha, dissatisfaction with public services is widespread. Whether it’s delays, corruption, or inefficiency, people feel let down by the system.

A Personal Experience: When the System Fails

Last year, I sent a parcel from Serbia to my brother in Malawi. After three long months of waiting, my brother was notified that the parcel had arrived, only to discover that someone else had already collected it. This situation left me frustrated and disappointed with Malawi Post Corporation (MPC). The cost of their service was fair, but their reliability was nonexistent. Like many public institutions in Malawi, MPC seemed incapable of doing its job.

Determined to find out what went wrong, I reached out to the MPC. Initially, I planned to expose the flaws in their system. However, what I encountered during my investigation surprised me.

What I Found: Professionalism and Dedication

From the moment I made my first call to Blantyre, I was met with enthusiasm and a genuine willingness to help. Although I was transferred from one person to another and one branch to another, each staff member I spoke with tried their best to assist me. I started in Blantyre and ended up speaking with staff in Lilongwe, where the parcel had been delivered.

Despite not knowing anyone at MPC, I was struck by the professionalism and helpfulness of the staff. This experience made me reconsider my initial assumptions about public institutions in Malawi. It also reminded me why Malawi is known as the Warm Heart of Africa—we are a nation of kind and helpful people, and I am proud to be Malawian.

My Other Encounters with Public Institutions

Though I haven’t had many notable encounters with public institutions, most of the ones I’ve had were successful. For example, I’ve visited the immigration office numerous times, and despite long queues, I’ve never had significant issues. My son received his first passport when he was just two weeks old, and the process was completed within two weeks. I was even informed by phone when the passport was ready. Although I’ve faced minor inconveniences, like an official being rude or refusing to process my passport without explanation, I’ve also encountered professionals who took the time to explain the situation and offer assistance.

These experiences highlight that while public institutions in Malawi may be flawed, there are still dedicated people working within them who strive to do their jobs well.

The Reality: Both Successes and Failures

It’s true that many things in Malawi are not functioning as they should. Public systems have many faults, and corruption and inefficiency are common. However, it is equally true that there are individuals in these institutions who do their best with the limited resources they have.

It’s easy to point fingers and focus on the negatives, but we should also take time to recognize and appreciate the efforts of those who work hard to keep the system running. Acknowledging the positive contributions of public servants can help build a stronger foundation for improving our institutions.

Conclusion: A Message of Gratitude and Hope

To the public servants who do their best in challenging conditions, thank you. Your professionalism and dedication do not go unnoticed, and every positive interaction helps improve the image of the institutions you represent. While much work remains to be done to fix the shortcomings in Malawi’s public services, there is hope as long as there are good people trying to make a difference.