Mystery Shoppers to Assess Service in Public Sector

The level of customer service offered by public sector organisations will be assessed by “mystery shoppers” as part of the judging process of the Public Sector Customer Service Competition 2014/15.

Public organisations are currently making their submissions under various categories to enter the biennial Competition, a component of the Public Sector Transformation and Modernisation Programme.

Winners of the competition will be determined by a panel of judges, including former Director of the Customer Service Programme, Carol Royes; President of the Jamaica Civil Service Association, Oneil Grant; Immediate Past Chairperson of the Jamaica Customer Service Association, Mrs. Ilsa duVerney; Representative of the Office of the Public Defender, Matondo Mukulu and a member of the public, Wayne Ramsey.

“These persons will be looking at all the results, looking at all the submissions and may do some mystery shopping, so they can see for themselves what’s really happening out there, so at the end of the day we make sure that the right entities are rewarded for excellent service delivery,” Modernisation Specialist in the Office of the Cabinet, Michele Gordon Somers, said at a recent Jamaica Information Service  (JIS) ‘Think Tank’.

Mrs. Gordon Somers, who has responsibility for customer service development in the Public Sector Transformation and Modernisation Programme, Cabinet Office, said public entities have been improving their service quality and enabling access to services by the use of technology and new innovations.

“Organisations have been involved in setting key performance indicators, setting service targets and standards and publishing citizen charters, which improve transparency of government organisations and ensure that customers understand the level and quality of service to expect as they visit government organisations,” she added.

The modernisation specialist noted that all public sector entities are eligible for participation in the competition, including central Civil Service organisations, Executive Agencies, Public Companies, Statutory Bodies and Government Departments.

“Every single government organisation is considered to be a part of the competition, because the majority of the categories are based on votes from members of the public,” she said.

The Specialist said that customers can vote by filling out forms and placing them in nomination boxes at the various entities; by using the toll free line 1-888-991-2752 or voting online at: www.cabinet.gov.jm.