Public sector workers urged to deliver quality service to avoid wasting time, money
Director General of the Public Sector Transformation and Modernisation Division (PSTMD), Office of the Cabinet, Veniece Pottinger-Scott, says that public-sector workers must deliver quality service in order to avoid wasting time and money.
“This will mean looking at the services we need to deliver and looking at the related processes we employ, to ensure that we are wasting neither time nor money in our operations or for the clients we serve,” she said.
Pottinger-Scott was speaking to senior public-sector workers at a Visioning Workshop held at the Jamaica Conference Centre, downtown Kingston, last Thursday.
She said improving the delivery of services across the public sector is critical in facilitating economic growth and development.
The director general noted that customers are now demanding more from government services, and called on workers to be innovative and customer-oriented.
“The Jamaica public sector must evolve with the world and be more responsive to the needs of the citizens, providing the right services in the way they need them, when they need them and where they need them,” she pointed out.
“The public sector has a responsibility to provide citizens and their businesses with the product and services they need in the most cost-effective and least burdensome way possible,” she added.
Pottinger-Scott said that over the past 20 years, the Government has implemented a number of initiatives to improve the quality of service delivery.
She noted that while there are “some bright spots of excellence” the quality of customer service across the sector is in need of significant improvement.
The Visioning Workshop was one of a series of consultations organised by the Office of the Cabinet to improve customer-service delivery in the public sector.
The main objective is to review the state of service and agree on elements of service excellence.