NATIONAL LAND AGENCY- GETS GOVERNMENT’S BEST CUSTOMER SERVICE AWARD
THE PUBLIC SECTOR CUSTOMER SERVICE COMPETITION WINNERS DECLARED
The fourth staging of the biennial Public Sector Customer Service Competition is over, the tension has diffused and the winners have been declared. Participation increased this year and the competition was fierce but definitely healthy as public sector entities vied for coveted titles.
The competition breeds excellence...it forces competitors to dig and discover their strengths, work on weakness and flaunt their ‘best sides‘for the judges to scrutinize.
The competition is about recognizing and rewarding those Public Sector bodies that have performed well in customer service and, in so doing, help to encourage continuous improvement throughout MDA's.
This year additional voting options including internet based voting was incorporated and an extensive communication campaign included. Traditional voting methods such as a toll free line, voting boxes and an islandwide survey were used. A comparative analysis of service delivery performance for the period 2003 to 2008 was also carried out to determine the extent to which service delivery had improved over time and determine where improvement was necessary. The ‘Best Health Centre' and ‘Best Parish Council Office' were additional categories included in this year's competition.
At the biennial Public Sector Customer Service Awards Ceremony, Chief Judge Wayne Jones, President of the Jamaica Civil Service Association, urged public sector workers to remember that service excellence is a requirement of each worker.
"You are employed by the public and the public is demanding quality public service. You have a moral obligation to satisfy this requirement. The issue of how we serve our public is critical to national development," he said.
Mr. Jones reported that the judges found that the Service needed "increased and improved communications in customer service and that more creative effort should be made in this area".
See feature video on the competition here
AND THE WINNERS ARE...
The National Land Agency (NLA) has won the Prime Minister's Trophy for the ‘Best Customer Service' for 2008-2009.
The agency also received the Manpower and Maintenance Services Award for Best Executive Agency.
The public found that of all state entities, the NLA consistently surpassed service standards and responsiveness to customer queries and complaints.
The NLA has implemented express services, an online document tracking service for customers to check status of applications, introduced an extensive public education drive and the introduced of Eland Jamaica, which enables customers access to land related information via the internet.
See feature video here
Percy Junor Hospital in Spauldings Manchester, for the second consecutive time, received the award for the Jamaica Civil Service Association's Trophy for the Most Creative/Innovative Agency.
The hospital continually engages its community partners so that it increases in value as a resource to the estimated two hundred and fifty- thousand persons who are in its service area. Among the innovative achievements was the building of a paved path and bridge to make it safer for wheelchair and pedestrian clients. The hospital also accepted a proposal from a Mathematics teacher to have a CXC Mathematics programme onsite so that Practical Nurses can matriculate for the Enrolled Nurses Programme. One patient considered the service at the hospital to be no longer "customer service" but "guest service".
See feature video here
National Housing Trust- MOST IMPROVED CUSTOMER SERVICE AGENCY
The National Housing Trust has automated its Contribution Refunds application process, implemented an all Island Customer Service Plan to monitor the quality of service across the NHT, introduced new Loan types and established a call Centre for better management of call volume and turnaround times for customer queries.
See feature video here
Best Customer Service Agent-
Mrs. Farquharson has worked at the Dental Auxiliary School as the telephone
Operator/ Receptionist for over thirty years. ‘Her demeanor demonstrates that she understands how important excellent customer service is to the customers, as she strives to exceed the students/ clients expectations by applying good service standards. Mrs. Farquharson offers personal attention to all customers. Her attitude towards the customers is genuine. Her knowledge of her job is second to none. She is able to do her job and more while not reducing her own efficiency.'
See feature video here
Best of Like Awards
The Cornwall Regional Hospital received the 3m Inter-America Inc Award for Best Hospital; and Harbour View Health Centre got the Capital and Credit Merchant Bank Award for Best Health Centre.
The Port Authority Award for Best Inland Revenue Office went to the Constant Spring Tax Office. The Paymaster Jamaica Award for Best Post Office was awarded to the Morant Bay Post Office and The National Insurance Service (NIS) Office on Ripon Road led their satellite operations as the Best NIS Office.
There were three new categories in this year's competition: The Kingston and St Andrew Corporation (KSAC) was judged Best Parish Council; Best HEART Trust/NTA Office was the Kingston Corporate Office and there was a tie for the Jamaica National Building Society Award for Best Ministry. This went jointly to the Ministries of Labour and Social Security and Health and the Environment.
For more information on the competition contact the Standards, Monitoring and Evaluation at or visit or website at www.cabinet.gov.jm to see video features on the winners.