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Change the mindset of JCF

Published:Tuesday | April 24, 2012 | 12:00 AM


The Jamaica Constabulary Force (JCF) should change its mindset from being a law-enforcement organisation to one of being a service organisation that happens to be in the law-enforcement business. Officers of the law would then begin to see themselves as service providers, and the citizens and residents of Jamaica as their customers.

And what would customers want when they interface with service providers? Friendly, courteous and efficient service. Respect. To be listened to. Empathy. Reliability. Responsiveness. Assurance.

The JCF would do well to benchmark best practices in customer service practised by many law-enforcement agencies in some Western countries.

The JCF needs to ask itself, "Are the citizens of Jamaica happy with the job we are doing?" The JCF can answer this question by the number of complaints it receives. Complaints provide a window into the JCF's overall performance. When one citizen makes a complaint, four or five others feel the same way, but either don't take the time to complain or don't think it would do any good.

The best way to minimise complaints and maximise compliments is to do a great job of protecting Jamaicans.

The JCF should try harder to make life better for us citizens.

Police personnel must recognise the primacy of the customer - the Jamaican citizen. It is the citizen (customer) who creates paydays for all JCF officers (service providers), and the car that police officers drive. It is the citizens - customers - of Jamaica who pay all the costs incurred by the JCF.