JIS News

Story Highlights

  • The Ministry of Water, Land, Environment and Climate Change, is developing a citizen’s charter, as part of measures to improve service delivery.
  • The document will outline the entity’s service portfolio; standards for service; service delivery mechanism; and a commitment to the citizens of Jamaica and related stakeholders to deliver on specific service standards.
  • Senior Director for Development Planning, Policy and Monitoring in the Ministry, Rollin Alveranga, said the Ministry will be documenting several measures aimed at improving the quality of service at the Ministry.

The Ministry of Water, Land, Environment and Climate Change, is developing a citizen’s charter, as part of measures to improve service delivery.

The document will outline the entity’s service portfolio; standards for service; service delivery mechanism; and a commitment to the citizens of Jamaica and related stakeholders to deliver on specific service standards.

Senior Director for Development Planning, Policy and Monitoring in the Ministry, Rollin Alveranga, said the Ministry will be documenting several measures aimed at improving the quality of service at the Ministry.

He was addressing a recent Think Tank at the JIS’ head office in Kingston.

“We will document our turnaround times for critical customer service responses such as when you appeal to the Minister, how much time an appeal should take; when you call the Ministry, how many times the phone should ring before you get a response, and when a sub-division application is sent to the Minister for confirmation what is the average turnaround time,” he informed.

All public sector entities have been mandated by the Government to develop citizen’s charters in order to enhance the overall transparency and accountability of government organisations for the services they deliver, and to promote ongoing improvement over time.

Citizens have also been engaged in the monitoring of customer service quality in public sector entities through the biennial staging of the Public Sector Customer Service Competition, which falls under the Public Sector Transformation and Modernisation (PSTM) Programme, Office of the Cabinet.

The competition is one of the strategies implemented by Government to achieve higher levels of service delivery in the public sector.

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

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