Improved service delivery and the protection of consumer interest will remain a priority for the Office of Utilities Regulation (OUR) during 2024/25. Activities in the telecommunications sector will continue to be geared towards facilitating access to affordable fixed and mobile broadband and Wi-Fi services and promoting competitiveness to foster innovation and investment. These engagements are detailed in the Jamaica Public...

The level of service offered by public-sector entities will be assessed by mystery shoppers as part of Government’s Service Excellence Programmme. A mystery shopper is a person who poses as a real customer while evaluating the customer service provided by a company or organisation. Speaking at a recent Think Tank held at the Jamaica Information Service (JIS) head office in...

Public sector entities have demonstrated “enormous improvement” in the use of various technologies to improve service delivery. Speaking at a recent Jamaica Information Service (JIS) Think Tank, Principal Director of the Public Sector Modernisation Division (PSMD), Office of the Cabinet, Karlene McKenzie Spencer, said innovation is one of the features being promoted under the Service Excellence Programme, which aims to...

The Government has developed several mechanisms to monitor and evaluate ministries, departments and agencies (MDAs), as part of its Service Excellence Programme.  The Programme aims to improve service delivery with a focus on the quality of outputs and customer satisfaction.  Since launching the Service Excellence Policy in July 2022, the Office of the Cabinet, through the Public Sector Modernisation Division...

Customer Service Representative at the National Housing Trust (NHT), Betty-Ann Griffiths, interacts with an attendee at the recent Service Excellence Day function at the Jamaica House back lawns in St. Andrew.  

The Public Sector Modernisation Division (PSMD) in the Office of the Cabinet is working on strengthening the competencies of government employees to promote service excellence. Since the launch of the Government’s Service Excellence Policy in July 2022, the PSMD has been collaborating with ministries, departments and agencies (MDAs) to implement the Service Excellence Programme throughout the public sector. Speaking during...

Members of the public can benefit from a Government Service Mobile Fair on Friday, October 27 at Moneague College, St Ann, from 9:00 a.m. to 4:00 p.m. The fair is being organised by the Public Sector Modernisation Division (PSMD), Office of the Cabinet, as part of activities to celebrate Service Excellence Month, under the theme ‘Team Service: Engaging, Empowering &...

Feedback and complaint management systems, designed to resolve customer-related issues, are currently being rolled out in public sector entities. These form part of the Government’s Service Excellence Programme to improve service delivery, with a focus on quality and customer satisfaction. Since launching the Service Excellence Policy in July 2022, the Office of the Cabinet, through the Public Sector Modernisation Division...

The Cabinet Office and the Ministry of Industry, Investment and Commerce (MIIC) are working to formalise a framework to improve service delivery across all agencies of government. This collaboration forms part of the Service Excellence Programme, which was launched in July 2022 to implement the Service Excellence Policy. The policy outlines the key principles and minimum standards for all government...