All Government Entities to be part of National Customer Service programme

All government entities to be part of national customer service programme

Published: Friday | November 20, 2009

 Minister
of State in the Ministry of Labour and Social Security, Andrew
Gallimore, has implored public sector customer service managers to
re-examine the way they delivered service to the public as a way to
move the Jamaican economy forward.

Gallimore was speaking at
the Public Sector Customer Service Conference, put on by the
Modernisation Division in the Cabinet Office, at the Terra Nova
All-Suite Hotel on Wednesday.

He noted that in the recently
launched productivity report for Jamaica the country was trailing most
Caribbean nations in produc-tivity for the last 35 years.

"Our
level of productivity, more than anything else, affects the standard of
living enjoyed by our people. Every man and every woman in Jamaica's
public service has a role to play in changing these statistics."

Total change

Gallimore highlighted the need for a total change in the way the systems which support efficient service delivery worked.

"I
believe that it is important that we have a serious paradigm shift in
respect of how we do things in our country. We need to look at
developed countries and their systems of measurement and control, how
they monitor performance and the level of standards that they set."

In
commending the developers of the customer service programme in the
modernisation division of the Cabinet Office for seeking to put
performance monitoring and evalua-tion systems in place to help support
continuous improvement of service, Gallimore emphasised the need for
mangers to continuously evaluate and improve service to remain
productive.

The National Customer Service Programme is a project
in the Public Sector Modernisation Division of the Office of the
Cabinet to improve the guaranteed levels of service in all government
agencies.