Advertisement
JIS News

More than 250 civil servants will on Wednesday (March 3) participate in a customer service and training workshop organised by the Cabinet Office.
The one-day workshop, which aims at improving customer service delivery among public sector entities, will be held at the Jamaica Conference Centre under the theme: ‘The Principle and Practices of Direct Customer Interface’.
Speaking in an interview with JIS News, Principal Director in the Standard Monitoring and Evaluation Unit, Cabinet Office, Mr. Dwight Uylett, explained that the workshop, which runs from 9:00 a.m. to 4:00 p.m., will expose persons, who interact daily with clients, to quality service delivery, including the principles and practices of managing such relationship and engagement.
“We have identified.that management of that interface between the service provider and the client is critical. The technical term that we use is ‘direct customer interface’ and we feel that, that management and interaction is so critical that attention and focus must be placed on it and that is exactly what we are doing,” he told JIS News.
He informed that participants will be drawn from various entities within the public sector. “We will have persons from the Jamaica Constabulary Force (JCF), parish councils, the hospitals, the health centres, the executive agencies, all the personnel that directly interface with the customer on a day to day basis,” he noted.
Pointing to some of the benefits to be derived, he said it will “keep persons on the cutting edge,” as they will be introduced to new thinking and new constructs in the field.
According to Mr. Uylett, direct customer service tends to be the most stressful component of the service delivery chain, as such, workshops such as these are critical “so that.there is not a loss of productivity or effectiveness in delivering that service.”
“It’s a learning environment and it is one of interaction and sharing and at the end of the day, we hope that we would have advanced the body of knowledge that exists in terms of managing direct customer interface. We are expecting them (participants) to leave with a new or enhanced tool kit, enhanced mindset, and a motivation to provide quality service to customers,” he noted further.
He is encouraging all public sector entities to embrace the attempt at capacity building in an effort to deliver quality service to the citizens of Jamaica and other countries.
The workshop is being hosted by the Cabinet Office as part of the National Customer Service Programme, aimed at achieving international standards in customer service, within all Ministries and agencies of Government.