Customer Service Competition

The Public Sector Customer Service Competition 2008/09

The Public Sector Modernization Programme focuses squarely on consistently changing the way the public sector operates in order to provide customers with high quality service according to their needs. A variety of programmes have therefore been designed to simplify business processes and to prepare civil servants to be receptive to the clients’ needs.

The Public Sector Customer Service Competition is organized by the Public Sector Modernization Division in the Cabinet Office and seeks to promote and encourage commitment to and continuous improvement in the quality of service delivery to the public, by recognizing and rewarding efforts of government agencies to improve service delivery. The competition was first staged in 2001 and is held biennially with the fourth staging set for this year. The competition is now viewed with much anticipation by public sector entities, especially those with Citizen’s Charters, and we expect a fierce competition for the 2008/2009 competition.

Objectives of the Competition

• To recognize and reward efforts of organizations to improve service-delivery to customers;
• To promote and encourage commitment to, and continuous improvement in the quality of service to the public;
• To encourage former winners to maintain or surpass their standards of service-delivery;
• To further embed a service culture in the public sector;
• To demonstrate Government’s commitment to the vision of a public sector that puts the customer first.

Eligibility

All Public Sector entities are expected to participate in the Customer Service Improvement Programme and they include:

• Central Civil Service Organizations
• Executive Agencies
• Public Companies
• Statutory Bodies
• Government Departments

How Winners are Chosen

Winners will be chosen based on the judges’ evaluation of the feed back from the public, gathered via:

• Nomination boxes placed in agencies
• A survey of customers that utilize public organizations
• A toll-free line in the Standards Monitoring and Evaluation Unit
• The Cabinet Office website

General Criteria

• Consistent compliance with the principles of excellent customer service
• Adherence to standards in Citizen’s Charters
• Implementation of Basic Customer Measures/Minimum Standards
• Continuous improvement in service-delivery

Prizes

Prime Minister’s Trophy The Best Customer Service Agency plus cash award J$300,000.00

Criteria for selection of winner in this category:

• Agency has a Citizen’s Charter and Adheres to Stated Service Standards
• Service Standards are Displayed for Customer Information
• Information Provided on Services via Brochures, on Website, Publications in the Media, etc.
• Systems in Place to Provide Customers Choice of Access to Services
• Customers afforded easy to access Complaints Mechanisms in Place
• Regular and Systematic Feedback Sought from Customers
• Collaboration with Other Entities and Principles of Joined-Up Government Applied where applicable to Provide a Seamless Service to the Public
• Best Practices Implemented to Improve Services

Civil Service Association Trophy The Most Improved Customer Service Agency plus cash award of J$200,000.00

Criteria for selection in this category:

• Evidence must be presented that Demonstrates Significant Improvements in Service-Delivery Since 2005

Cabinet Secretary’s Trophy The Most Creative and Innovative Agency plus cash award of J$150,000.00

Criteria for selection in this category:

• Agency must apply for consideration in this category
• Agency must supply evidence and demonstrate how they have creatively/innovatively implemented measures to ensure improved access to services by categories of customers who are at a disadvantage in accessing their services.

Other Awards

Best of “Like” Agencies

• The Best post Office of the Cabinet
• The Best Police Station
• The Best Executive Agency
• The Best Ministry
• The Best Tax Office
• The Best Hospital
• The Best NIS Office
• The Best HEART/NTA Office of the Cabinet
• The Best Parish Council Office
• The Best Health Centre

Criteria for selection in this category:

• Amount of customer nominations
• Basic customer service standards implemented and maintained
• Minimum Customer Service Standards implemented and maintained
• Exceptional level of courtesy displayed in interactions with the public

The Best Customer Service Officer

All employees that work in the public sector are eligible for consideration in this category. Decision on the winner in this category will be based on feedback via:

• the Nomination Forms in Agencies
• Responses from Customers on the Toll-Free Line
• Nominations Received from Colleagues within the Entities

Criteria for selection in this category are:

• Displays patience in interaction with the public
• Maintains calm in a high-pressure environment
• Demonstrates high level of competence and sound level of job knowledge
• Shows empathy to customers
• Always courteous in interactions with members of the public
• Consistently meets individual job performance standards
• Always willing to go above and beyond the call of duty

Judging of the Competition

A panel of judges is responsible for deciding on winners in the various categories, based on the criteria described above.

View Customer Service Competition Bulletin

See last year’s winners