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Business Facilitation and Customer Service

There is a national mandate for the public sector to provide value for money in its operations and to design its services to better facilitate economic development and growth. The global economy is changing and the Jamaican public sector must evolve with the world around us and be more responsive to the needs of our citizens, providing the right services in the way they need them, when they need them and where they need them.

The Government is committed to making it easier for our customers to do business with Public Sector institutions. The Public Sector has a responsibility to provide our citizens and their businesses with the products and services they need from us in the most cost effective and least burdensome way possible. At the same time, the government must also maintain transparent and equitable systems and procedures for service delivery and management of public resources.

This will mean looking at the services we need to deliver, and looking at the related processes we employ to ensure that we are wasting neither time nor money in our operations or for the clients we serve. The projects under this area of the Programme are therefore specifically designed to address the large numbers of procedures, long delays and high transactional costs that our customers are faced with when doing business with the GoJ. Using the national imperative for economic growth as the guiding principle, priority has been given to those services that have a direct impact on the ability of business people and potential investors to make an impact on the economy. We have therefore used the World Bank's Doing Business Report to provide us with benchmarks in a number of key areas of public sector service delivery, and have designed projects to help raise our current standard in those specific areas. We have also designed projects to address systemic issues of service delivery and public sector capacity for facilitating investment and trade.

In 2008 Jamaica was ranked 63 out of 178 economies for Ease of Doing Business under the World Bank's Doing Business Index. In 2014, the country was ranked 94 out of 189 economies[1], with a decline of three points between 2013 and 2014 alone. This steady decline in ranking clearly indicates a need to keep apace of ever increasing international benchmarks, and to prioritise improvements in each of the indicators measured by the index in order for the economy to be internationally competitive.

The ten projects identified under this area of the Programme will produce results over the five years reflected in the continuous improvement of services for businesses and individuals, operational efficiency gains, increasingly cost effective delivery of public services, and a positive movement in the country's international rankings for business facilitation and competitiveness. We have placed significant focus on customer service improvement; streamlining and automation of business processes; mechanisms to monitor and evaluate customer service; and, the strengthening of capacity of public sector entities to operate as performance based institutions (PBI), able to continuously improve its delivery of high quality services.

Read more on the list of projects below:

 1.1 Improvement of the Development Applications Review Process

 1.2 Modernisation of the Government Electrical Inspectorate (GEI) 

1.3 Establishment of a One Stop Shop for Business Registration 

Trade Facilitation Projects 

1.4 Implementation of a Trade Facilitation Single Window (TFSW)

1.5 Establishment of the Montego Bay One Stop Shop Import/Export Inspection Services 

1.6 Strengthening Tax Compliance and Administration  

 1.7 Modernisation of Ministries Important to the Growth Agenda

Strengthening Customer Service across the Public Sector 



[1] World Bank. 2013. Doing Business 2014Understanding Regulations for Small and Medium-Size Enterprises. Washington, D.C.: World Bank Group, available at