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JIS News

Story Highlights

  • Chief Executive Officer of the Passport, Immigration and Citizenship Agency (PICA), Jennifer McDonald, and her staff are still celebrating their awards in the Public Sector Customer Service Competition (PSCSC) 2015.
  • The executive agency copped four awards in the categories: Most Creative/Innovative, Most Socially Aware, Best Modernised and 1st runner-up for Most Improved Entity.
  • To qualify for each category, PICA presented evidence-based data that highlighted their improvements and innovations to advance their service delivery.

Chief Executive Officer of the Passport, Immigration and Citizenship Agency (PICA), Jennifer McDonald, and her staff are still celebrating their awards in the Public Sector Customer Service Competition (PSCSC) 2015.

The executive agency copped four awards in the categories: Most Creative/Innovative, Most Socially Aware, Best Modernised and 1st runner-up for Most Improved Entity.

To qualify for each category, PICA presented evidence-based data that highlighted their improvements and innovations to advance their service delivery.

Ms. McDonald told JIS News that she lauds her staff for their hard work and efforts in this regard.

“I feel awesome, I cannot believe it. We thought we were going to win one award and we came out with four, so it is just fantastic. My team has been working hard and doing all that is required to improve overall customer service delivery,” she said.

PICA has implemented kiosks in the airports, an Advanced Passenger Information System (APIS) and online passport tracking system on their website; it has improved the services at the head office as well as opened new locations islandwide to facilitate more passport and citizenship applications.

“We have a number of things in the pipeline, so we are not finished as yet. You will see us here again next year copping awards, without a doubt,” Ms. McDonald said.

The PSCSC, a critical component of the Public Sector Transformation and Modernisation Programme, is one of the strategies implemented by Government to achieve higher levels of service delivery in public sector entities.

It rewards entities that demonstrate service excellence in various categories with winners being selected through public vote and independent judging.