Gov’t Rolling Out National Customer Service Scorecard

The Government is in the process of implementing a National Customer Service Scorecard, a new initiative to assess the performance of public sector organisations.

Addressing a recent Jamaica Information Service (JIS) Think Tank, Modernisation Specialist in the Office of the Cabinet, Michele Gordon-Somers, explained that the scorecard is an evaluation system for monitoring and evaluating service delivery by Government entities.

“It sets out how the organisations are performing and it would give us comparative information, in terms of how different organisations are performing against other organisations,” she informed.

Mrs. Gordon-Somers said a key aspect of the scorecard is providing “evidence- based data” on the extent to which the Government’s priorities are being satisfied.

She informed that eight organisations are utilising the scorecard and the aim is to eventually have the majority of public bodies under the initiative.

“It is being rolled out on a phased basis but we expect that within the next three to four years, the majority of organisations should be utilising this scorecard, which will give us valuable information as we try to manage our customer service programme,” she said.

The new initiative is being implemented under the Customer Service Monitoring and Evaluation System, a critical component in the Public Sector Transformation and Modernisation Programme.

Mrs. Gordon-Somers said it is also intended to promote the proactive management of service performance within individual public sector entities as well as to strengthen and identify service offerings to meet the needs of customers.