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  • Entities participating in the Public Sector Customer Service Competition, a component in the Public Sector Transformation and Modernisation Programme, can submit entries under two new categories in this year’s staging of the competition.
  • The new categories are: the Most Responsive Entity and the Most Socially Aware Entity.
  • Modernisation Specialist in the Office of the Cabinet, Michele Gordon Somers, said that public sector organisations entering under the Most Responsive Entity category must demonstrate that they have used customers’ feedback “to reconfigure their services.

Entities participating in the Public Sector Customer Service Competition, a component in the Public Sector Transformation and Modernisation Programme, can submit entries under two new categories in this year’s staging of the competition.

The new categories are: the Most Responsive Entity and the Most Socially Aware Entity.

Speaking at a recent JIS ‘Think Tank’ at the agency’s head office, Modernisation Specialist in the Office of the Cabinet, Michele Gordon Somers, said that public sector organisations entering under the Most Responsive Entity category must demonstrate that they have used customers’ feedback “to reconfigure their services and the impact that this reconfiguration has had on the public.”

“They will be required to supply evidence to demonstrate the ways in which they maintain ongoing contact and communication with their customers for the resolution of customer complaints and in response to general customer feedback and suggestions,” she added.

Mrs. Gordon Somers said that organisations submitting entries under the Most Socially Aware category must demonstrate how they have ensured easy and comfortable access to their services for members of the public with disabilities.

“We want organisations to demonstrate how they have put measures in place to address the needs of those customers who may be visually challenged, hearing impaired or physically disabled. We want to make sure that those customers can access services very well and that they are served with excellence,” she said.

Other categories in the competition are the Best Customer Service Entity, the Most Improved Customer Service Entity, the Most Creative/Innovative Entity and the Best of Like Entity.

The Specialist explained that the ‘Best of Like Entities’ are reserved for public sector organisations that have parish offices. These include best post office, best police station, best parish council office, best NIS office, best tax office, best modernised entity, best hospital and best health centre.

“By doing this, we are trying to make sure that we recognise service excellence in the public sector wherever it exists,” she said.

She noted that the competition, which was implemented in 2001, aims to reward those organisations which have been consistently raising their quality service delivery.

Mrs. Gordon Somers said members of the public can vote for the entities of their choice through the Cabinet Office Website: www.cabinet.gov.jm, via nomination boxes placed in entities and via the telephone: 1888-991-2752.

“We want to give members of the public a voice. We want their voices to be heard. We want to know what they like, what they do not like, so that we can use that information to ensure that the public sector organisations continue to raise the quality of their service delivery, leading to increased customer satisfaction,” she added.

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