Importance of Customer Service Charter Highlighted

Minister of State in the Ministry of Education, Youth and Information, Hon. Floyd Green, says the establishment of a customer service charter in ministries, departments and agencies (MDAs) will assist with improving efficiency within the sector.

“We are mandating that each ministry must have a customer service charter. They must have somebody directly in charge of customer service. People want to engage with the Government and feel respected. They want to feel like they are dealing with a system that is honest and transparent,” he said.

Mr. Green, who was speaking at the Jamaica Customer Service Association Annual Conference at The Jamaica Pegasus hotel in New Kingston, today (November 21), pointed out that some government entities already have similar systems in place.

“When you walk into a government agency, you must feel our core values coming through. Then, I feel that the society will have a far better view of governance, trust and politics in general,” he added.

Mr. Green said this forms a critical component of the public-sector transformation and modernisation programme, adding that “customer service must be a critical component of what you do”.

The reform programme is being undertaken in order to ensure results-focused, customer-centric service delivery, while also implementing several initiatives to boost business activities.

The Public Sector Transformation and Modernisation Programme is geared towards facilitating further improvements in Jamaica’s trade and investment position; increasing efficiency in Government spending; and ensuring that agencies serve the people in a timely manner.

The conference, which ends tomorrow (November 22), is being held under the theme: ‘Discovering Your Wow’.

Over the two days, the conference will feature panel discussions, workshops and presentations on customer-service excellence, and provide the opportunity for networking.

Topics will include ‘Improving Values and Attitudes: the Key to Jamaica’s Sustainable Development’; ‘Discovering Your WOW! How to Live a Life of Significance and Purpose’; ‘Eliminating the ‘CUSS’ Factor: Raising the Bar for Essential Services’; ‘The Hallmark of Excellence: Lessons in Service Leadership’; and ‘Revolutionising Service Quality Through Effective Complaint Management’.