NHT Wins Inaugural Public Sector Productivity Competition
By: , June 27, 2024
Photo: Contributed
Sharing in team NHT’s excitement is The Honourable Pearnel Charles Jr. MP, Minister of Labour and Social Security (fourth right) and Dr. the Honourable Norman Dunn, Minister of State in the Ministry of Labour and Social Security (fourth left). Team NHT (from left): Ainsley McDonald, Acting Manager, Loan Accounting; Roshane Thompson, Acting Loan Portfolio Officer; Shaniek Robinson, Acting ISO 9001 Project Manager; Dr Suzanne Wynter, General Manager Loan Manager; Dr Lanie Oakley-Williams, Senior General Manager, Customer Relations Management; Damion Reid, Acting Manager, Loan Management and Shirley Pryce, Senior Social Development Officer.The Full Story
The National Housing Trust, NHT, are winners of the inaugural Public Sector Productivity Competition.
The announcement was made at an awards ceremony, on Friday June 21, 2024.
The competition, which was organised by the Jamaica Productivity Centre (JPC), through the Ministry of Labour and Social Security, was geared towards encouraging public bodies to implement innovative strategies to improve productivity and service delivery.
The NHT’s Special Assistance Programme was selected as the project for the competition.
The Programme aims to provide relief to active NHT loan beneficiaries who are unable to fulfil their monthly payment obligation due to unforeseen circumstances, but maintain a strong desire to keep the mortgaged property.
Dr. Suzanne Wynter, General Manager, Loan Management, NHT, advised that the Loan Management team, which spearheaded the improvements made several enhancements to the Programme, to improve the overall customer experience.
“We designed a model to identify the most appropriate special assistance option for the customer upon entering the required information. This tool eliminates the need to conduct extensive manual reviews of the customer’s circumstance in order to identify a suitable special assistance option,” shared Dr. Wynter.
The initiatives implemented are a welcomed addition to the NHT customer experience. Senior General Manager for Customer Relations Management, Dr. Lanie Oakley-Williams, said the award reflects the NHT’s overall deliberate efforts to improve customer service delivery and awareness.
“We are committed to providing our customers with the best possible service, and this recognition from the Jamaica Productivity Centre is a testament to the hard work and dedication of our entire team. This win underscores our ongoing efforts to improve customer experience through reviews of products to make them more relevant to our customer needs, introducing technology into key business processes and ongoing training of our staff” said Dr. Oakley-Williams.
Dr. Oakley-Williams also commended the JPC for spearheading the competition which she declared was a driving force for positive changes across public sector bodies and other entities.
In 2022, the NHT copped three top awards at the Public Bodies Corporate Governance Awards and received its certification from the International Organization for Standardization, ISO certification, a globally recognised standard for quality management.