erations and enhance levels of accuracy in recordkeeping and retrieval. In rural areas, infrastructure is rudimentary and this prevents the public service from responding adequately to public demands for services. In addition, a traditional bureaucratic attitude of rule prevails instead of a results-oriented focus. 362. The CSAR reports that corruption has been a major issue in Mozambique’s public administration system, mainly as a result of negative value orientation, insufficient mechanisms for ensuring transparency and accountability, low staff wages and the wide gap between high and low-income workers. This is a precarious situation for workers residing in urban areas, whose wages do not cover the high costs of housing and transport, let alone other necessities, such as adequate food, water, energy and clothing. Corruption is particularly rampant in the critical social services sectors of healthcare and education, as well as in the security and justice sectors. Health workers frequently demand bribes to hasten the provision of services, or to provide it at all. In the education sector, it is possible to obtain credits or certificates without sitting the examinations. Access to justice is cumbersome and expensive and its processes very slow and complex. The police are hampered by inadequate numbers and the lack of necessary equipment and expertise to handle investigations competently. 363. According to the CSAR, service delivery is affected by the diversion of funds by officers, insufficient provision of drugs in hospitals, inadequate and ill-trained teachers in schools and the low morale of workers generally. The public service lacks a culture of accountability to horizontal institutions as a result of its development from a centralised state system with a hierarchical organisational structure and vertical accountability to the highest level of party/state organisation. Ministers do not have a strong sense of accountability to the General Assembly, neither do public servants consider themselves accountable to the public for the quality of service delivered. The attitude of public servants to the public is often disdainful, because most of the population is illiterate and easily manipulated. Poor communication of rules and regulations and citizens’ generally low appreciation of their rights and privileges promote impunity among public servants. II. Findings of the CRM 364. The CRM confirmed that the government has embarked on numerous efforts to revamp the public service since the cessation of the civil war in 1992. With the adoption of multiparty democracy, economic liberalisation and accession to the MDGs, the government realised the necessity of having an efficient and effective public service as the instrument for achieving its ambitious transformation goals contained in PARPA. A two-phased Public Sector Reform (PSR) programme was adopted, Phase I (2001–05) and Phase II (2006–11), to render the public service more effective in promoting the government’s development initiatives and poverty reduction efforts. 132 A P R M COU N T RY R EV IEW R EP ORT NO. 11