CAA and NIPA Roll Out Leadership Training to Enhance Service Delivery
The Civil Aviation Authority (CAA), in partnership with the National Institute of Public Administration (NIPA), has launched a six-day Senior and Middle Management Capacity Building Programme aimed at strengthening leadership, service delivery and change management within the Authority.
The training programme, which is mandatory for all members of staff, forms part of CAA’s broader institutional reform agenda focused on improving customer service, accountability and performance standards.
Speaking at the official opening in Lusaka, NIPA Executive Director Professor Jacob R. S. Malungo described the initiative as a strategic investment in institutional excellence. He noted that while Zambia is geographically well placed to become a regional aviation hub, sustained success depends on strong leadership and effective institutions.
Professor Malungo said the programme is designed to position the CAA as a regional benchmark for aviation regulation and world-class public service delivery, anchored on professional leadership and continuous capacity development.
CAA Director General, Captain Derrick Luembe, reaffirmed the Authority’s commitment to improving stakeholder responsiveness and strengthening internal systems. He emphasised that the training will help ensure that service standards are clearly documented, implemented and measurable across the institution.
“We must not be an institution that fails to respond to stakeholders. This programme is strengthening our systems so that service standards are not only set but are implemented and demonstrated in practice,” Captain Luembe said.
The programme includes specialised modules in customer care and service excellence, public enterprise management and change management, aimed at enhancing professionalism, adaptability and accountability among managers.
The curriculum is aligned to NIPA’s four strategic pillars: mandatory public service training and certification; academic and research-based learning; research, innovation and consultancy; and commercialisation for institutional sustainability. Sessions are designed to be practical, focusing on real-world scenarios and institutional reform.
Both CAA and NIPA confirmed that additional training sessions will be organised to accommodate managers currently on official assignments, reinforcing the programme’s mandatory nature and the Authority’s commitment to comprehensive capacity building.
