The National Disaster Management Agency (NDMA) has officially launched its first-ever Service Delivery Charter, marking a significant milestone in its efforts to enhance transparency and service standards.

The Charter outlines the Agency’s vision, mission, core values, and policy priorities, while clearly defining the roles and responsibilities of the NDMA. It also establishes the standards of service that stakeholders, partners, and the general public can expect from the Agency.

Lt. Gen. (Rtd.) Brima Sesay, Director-General of the NDMA, emphasized during his statement that the development of the Service Delivery Charter will enable both the public and various actors across Sierra Leone to better understand the Agency’s mission and approach to disaster risk reduction, emergency preparedness, and response. The Charter also serves as a central resource for accessing information on NDMA services, offering clear guidance on how to seek assistance, make inquiries, or lodge complaints.

In the foreword of the Charter, the Director-General highlighted its significance, stating: “The Charter represents a key example of evidence-based policymaking that assures citizens of the quality of the NDMA’s services during emergencies and disasters. It will serve as an invaluable tool now and in the future to strengthen the relationship between the Agency and the people of Sierra Leone.”

Mohamed L. Bah, NDMA’s Director of Communications, noted that he was tasked with the responsibility of developing the Service Delivery Charter in July. In August, he submitted a draft to the management for review, which was then forwarded to Professor Lee Miles for technical and academic input. This collaboration ensured that the final document met international standards and reflected best practices in disaster management.

One of the key innovations in the Charter is its foundation on evidence and best practices drawn from two award-winning research projects: AFRICAB (Driving African Capacity-Building in Disaster Management) and EVALDIS (Evaluating Local Disaster Management in Sierra Leone). These initiatives, in collaboration with the Bournemouth University Disaster Management Centre (BUDMC) and led by Professor Lee Miles, played a pivotal role in shaping the Charter’s contents.

The projects have been internationally recognized, with the UK Cabinet Office in 2024 citing them as examples of best practices. Additionally, Bournemouth University received a prestigious “Innovation that Inspires” award from AACSB in 2023 for its contributions.

Via Zoom during the launch, Professor Miles said: “The launch of this Charter is a significant step forward for the NDMA, reflecting its determination to work closely with partners and to continuously adopt best practices in disaster management. It stands as a testament to the Agency’s commitment to the citizens of Sierra Leone.”

Professor Lee Miles praised the launch of the Charter, noting that it demonstrates the NDMA’s evolution into a mature government agency committed to improving disaster risk management in Sierra Leone.

He further encouraged the public to read the Charter, as it provides a comprehensive overview of the NDMA’s services and its mission to protect communities from the impacts of disasters.
The Service Delivery Charter not only highlights the NDMA’s commitment to continuous improvement but also showcases its dedication to incorporating contemporary disaster management research and co-creation practices.

With this new Service Delivery Charter, the NDMA is positioned to set a benchmark for disaster management standards, not only in Sierra Leone but across Africa and beyond.