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JAMAICA: All Ministers Must Have Customer Service Improvement Plans by April

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#Jamaica, February 16, 2018 – Kingston – All ministries must have customer service improvement plans in place by the end of April 2018 as mandated by the Public Sector Transformation and Modernization Programme.  The aim is to reduce waste, save money and make the public institutions more efficient and effective for those who need them.

The plans are a priority of the Service Excellence Programme (SEP), which falls under the ambit of Thematic Area 1 of the Public Sector Transformation and Modernization Programme, entitled ‘Trade and Investment Facilitation and Service Excellence’.  This is also one of the goals of Vision 2030 Jamaica – National Development Plan, which calls for professionalism and efficient service delivery in all public-sector institutions.

Modernization Specialist in the Public Sector Transformation and Modernization Division (PSTMD), Office of the Cabinet, Michele Gordon-Somers, tells JIS News that the plans are a critical part of the Service Excellence Policy being developed by the Cabinet Office.

“All ministries must conduct customer service assessments, they must speak with their customers, they must have plans developed and they must report their achievements against their plans,” she emphasizes.cairsea INSERT FIX

The proposed policy will set out the core principles, values, standards, strategies, accountability mechanism, continuous improvement frameworks and service delivery options that will promote and institutionalize service excellence to facilitate consistency in service quality across government.

Last year, the PSTMD engaged technocrats in the ministries, departments and agencies (MDAs) as well as from civil society and the private sector at Service Excellence Visioning Workshops, aimed at identifying strategies and actions to get to the supreme form of service excellence in the public sector.

Recently, the Cabinet Office and the Private Sector Organisation of Jamaica (PSOJ) signed a memorandum of understanding signalling the commencement of a partnership between the two organisations to promote service excellence in the public and private sectors and increase awareness of customer service issues nationally.

Mrs. Gordon-Somers says that some ministries have named customer service improvement teams and are conducting customer service readiness assessments, which will guide the development of customer service improvement plans.

“The information that comes out of the assessments will be used to feed into developing customer service improvement plans, and it is expected that the whole area of customer service will be looked at in a comprehensive way, and then these plans will be implemented with short-, medium- and long-term measures incorporated within those plans,” she explains.

Mrs. Gordon-Somers notes that the PSTMD has been conducting workshops with service improvement teams “to sensitive them about the Service Excellence Programme”.  The Modernization Specialist says ministries will develop their plans before focusing on their respective agencies and departments.

“So, all the agencies and departments under their portfolios, they will assist them through the same process, in terms of developing their service-improvement plans and reporting on their achievements against those plans on a quarterly basis,” she tells JIS News.

Mrs. Gordon-Somers says that in the past, ministries only focused on frontline customers regarding customer-service improvement, adding that other areas should be addressed, such as business processes, engagement of customers, the handling of complaints, customer feedback and “ensuring that service improvement planning is a critical part of general operational planning”.

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Another component of the SEP at ministries is the development of citizens’ charters.  According to Mrs. Gordon-Somers, a citizen’s charter is a contract between ministries and their customers, which outlines the strategies to improve customer service at the entities.

“We expect all ministries will have a citizen’s charter, or those who already have will update their document,” she says.

Mrs. Gordon-Somers stresses that charters that are posted on the websites of ministries should also be displayed in the lobby areas and hard copies made available for customers who may request them.

Meanwhile, Senior Director, Ministry of Economic Growth and Job Creation, Sandra Senior Brown, tells JIS News that a citizen’s charter/customer service improvement team is in place at the super ministry.  She said the entity is looking at various technological initiatives, “to enable our internal customers to be better able to carry out their functions”.

The Ministry, which was created in March 2016 and charged with the responsibility for seven critical portfolios – land, environment, climate change, investment, water and wastewater, housing and works – has oversight for 48 agencies.

“We at the Ministry see it as a critical need to have this customer service improvement programme implemented, based on our mandate of ensuring that we meet the business needs of Jamaica as well as the needs of our internal stakeholders,” she says.

Mrs. Brown, who is overseeing the implementation of the Ministry’s modernisation initiatives, says “customers are demanding more and they want better quality and a higher standard of service”.

“We want to ensure that customers are able to access certain services and there is ease in doing so. Our website will be instrumental in that regard,” she tells JIS News.  “We have over 46 agencies, so we definitely want to be one of the front runners where implementation of this Service Excellence Programme is concerned,” she adds.

By: Elaine Hartman Reckord

Release: JIS

 

 

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Agriculture Ministry Providing Two Water Trucks to Serve St. Elizabeth and St. Catherine

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#Kingston, Jamaica, April 24, 2024 – The Ministry of Agriculture, Fisheries and Mining is to unveil two more water trucks this week, which will be used to service communities in St. Elizabeth and St. Catherine.

Portfolio Minister, Hon. Floyd Green, made the disclosure during Wednesday’s (April 24) post-Cabinet press briefing at Jamaica House.

He also informed that of the $90 million earmarked to support farmers being impacted by the current drought, the Ministry will be providing additional support for storage and drip-irrigation systems.

“So, we have targeted about 600 water tanks and about 400 12-millimetre drip irrigation hoses, and that distribution has already started. Additionally, we have earmarked about $8 million to really help with our livestock farmers,” Mr. Green said.

“We know the difficulty that you’re facing now in this time; [it’s] very hard to get the right nutritional support for your animals. As such, we will be providing some hay, and we will [also] provide some trucking of water to you. Again, our livestock farmers, if you are in need, please contact the Rural Agricultural Development Authority (RADA) and let us see how we can help in these times,” he further stated.

Mr. Green also encouraged farmers to download the RADA App, so that the Agency can “help guide you, not only in relation to what is happening on the rainfall side, but also in relation to your integrated pest management”.

“We do see some increases of certain types of pests during this time, and it’s important that our farmers are paying attention to that. It’s also important that you’re taking drought management seriously [by undertaking] soil mulching, looking at planting drought-tolerant crops, timely harvesting, implementing land husbandry treatments and contour ditches,” he stated.

Contact: Latonya Linton

Release: JIS

 

Photo Caption: Minister of Agriculture, Fisheries and Mining, Hon. Floyd Green, speaking during Wednesday’s (April 24) post-Cabinet press briefing at Jamaica House.

 

Donald De La Haye Photo

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RBC appoints new Head of Caribbean Banking

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NASSAU, April 21, 2024 – RBC Financial (Caribbean) Limited, (“RBC”) has appointed Chris Duggan, a  native of the Cayman Islands, as Senior Vice President and Head of RBC Caribbean Banking, effective  April 1, 2024. He succeeds Chris Ronald, who has been leading the bank’s operations in the Caribbean  for the last 2.5 years and has recently returned to Canada as Regional President, Atlantic Provinces at  RBC.  

Duggan, who is based in Nassau, The Bahamas, is taking on responsibilities as Head of RBC Caribbean  Banking to carry out the bank’s strategic direction and manage the overall business strategy and vision across the Caribbean region. He has a career spanning more than two decades in the financial industry  across both the United States and the Caribbean. 

Most recently, he was the Cayman Islands Government Representative to North America, in Washington  DC, primarily focussed on financial services. Prior to his tenure for the Cayman Islands Government, he  served as a senior executive at DART Family Office and Butterfield Bank. 

RBC’s Executive Vice President, Personal Financing Products, Erica Nielsen said “We’re delighted to  welcome Chris to RBC. Born and raised in the Caribbean, Chris has a deep understanding of the  regional financial landscape and a passion for representing the culture. He is highly driven, outcome focused, and passionate about building trusted relationships with clients, communities, and employees.  His appointment demonstrates our continued commitment to the region. I am confident that under Chris’  leadership, Caribbean Banking will continue to grow and serve our clients and communities.” 

As an active member of the communities where he lives and works, he has held leadership roles on the  boards of numerous charitable organizations over the years. Duggan was awarded the Queen’s  Certificate and Badge of Honour in recognition of his outstanding service to the Cayman Islands  community during the COVID-19 Pandemic.

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Unlocking Sustainable Tourism: Grenada to Welcome a Diverse Lineup of Industry Leaders at CTO’s Sustainable Tourism Conference

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GRENADA (April 21, 2024) – The Caribbean Tourism Organization (CTO), in partnership with the Grenada Tourism Authority, has curated a dynamic lineup of industry leaders and development partners for its Sustainable Tourism Conference (STC 2024). The gathering aims to explore new strategies for enhancing sustainable tourism amidst evolving global challenges.

Slated for April 22-24, 2024, and centered around the theme The 5 Ps – People, Planet, Prosperity, Purpose and Partnership, the event brings together experts who will discuss creating innovative tourism experiences that capitalize on the Caribbean’s rich natural and cultural resources and presents strategies and best practice solutions to benefit from emerging opportunities and address sustainable tourism challenges.

Adam Stewart, Executive Chairman of Sandals Resorts International and a renowned leader in sustainable tourism, will deliver the keynote address on April 22. His remarks are expected to inspire a series of productive discussions on building a resilient and responsible tourism infrastructure in the region.

The conference will feature an impressive roster of speakers sharing their expertise on sustainable tourism development during the following sessions:

GENERAL SESSION I – Planet: Preserving Paradise – Nurturing Nature for a Sustainable Future (April 22, 10:30 am – 11:45 am): This session recognizes the vital connections between the health of our planet and the well-being of all living beings, including humans. Emphasizing the urgent need for conservation action, participants will engage in discussions that transcend rhetoric, focusing instead on tangible solutions and practical interventions. Speakers include:

  • Christopher Corbin, Coordinator, Cartagena Convention Secretariat, United Nations Environment Programme (UNEP)
  • Giselle Carr, Head of Brand and Communications, InPlanet
  • Maria Fowell, Senior Technical Specialist-Tourism, Economic Development Unit, Organisation of Eastern Caribbean States Commission
  • Rosana John, Attorney-at-Law, Dentons Delany
  • Michael Russek, Artist, Designer, Fabricator & Eco Creator
  • Maxine Welsh (Moderator), Director, The Nature Conservancy, Eastern Caribbean Division

GENERAL SESSION II – People: Breaking Barriers, Building Bridges: Harnessing Equity, Education, and Empowerment in Tourism (April 22, 11:45 am – 1:00 pm): The session will explore the pivotal role of diversity, equity, inclusion and education within the tourism sector to empower individuals and drive sustainable development. Speakers include:

  • Tonni Brodber, Representative of UN Women Multi-Country Office, Caribbean
  • Dr. Acolla Lewis Cameron, Dean, Faculty of Social Sciences, University of the West Indies, St. Augustine Campus
  • Amrita Bhalla, Managing Director, A.B. Consulting
  • Melnecia Marshall, Deputy CEO, St. Kitts Tourism Authority
  • Christopher Lee, Executive Recruiter & Consultant, BIPOC Executive Search
  • Richard Young (Moderator), Fashion Director & Creative Consultant, Richard Young Inc.

GENERAL SESSION III – Indigenous Excellence: Championing Community, Country and Congruence with Destination Grenada (April 22, 2:15 pm – 3:30 pm): As Grenada celebrates 50 years of independence in 2024, this session highlights the nation’s achievements in fostering Indigenous Excellence through public and private partnerships. Speakers include:

  • Dr. Angus Friday, Strategic Partnerships Director, Waitt Institute, and Executive Chairman, Atlantean BioSphere Program
  • Tiffany Geer, Marketing Manager, Event Coordinator and Dive Master, Aquanauts Grenada
  • Dr. Guido Marcelle, Pharmacognosist, Environmentalist and Practicing Natural Farmer
  • Mr. Phil Saye, Director, Grenada Fund for Conservation
  • Petra Roach (Moderator), Chief Executive Officer, Grenada Tourism Authority

MASTER CLASS – Building Resilience Across the 5Ps: Strategies for Tourism Resilience & Competitiveness (April 22, 3:45 pm – 4:45 pm): This dynamic session will explore strategies to bolster resilience within the Caribbean tourism sector, focusing on environmental sustainability, comprehensive disaster management, climate variability and climate change. Speakers include:

  • Dr. Deborah Brown, Disaster Recovery Specialist, Caribbean Disaster Emergency Management Agency
  • Barry Collymore, Owner and Executive Chairman, Mount Cinnamon Beach Resort; Co-Founder of West Indies School of Hospitality (WISH)
  • Dr. Roché Mahon, Social Scientist, Caribbean Institute for Meteorology & Hydrology
  • Prof. Lloyd G. Waller (Moderator), Professor of Digital Transformation Policy and Governance, University of the West Indies; Executive Director, Global Tourism Resilience and Crisis Management Centre

Market & Industry Insights Panel (April 23, 8:15 am – 9:00 am): A panel convening experts from the primary source markets and key industry stakeholders to offer perspectives on the latest policies, trends, and developments shaping the tourism landscape. Speakers include:

  • Carol Rose, Head of Sustainability, ABTA, The Travel Association
  • Hannah Swift, Country Manager – Caribbean, Virgin Atlantic Airways Ltd.
  • Dr. Allison T. Walker, Chief Surveillance Officer, Travelers’ Health Branch, Centers for Disease Control and Prevention
  • Rich Pruitt, Vice President of Environmental Operation, Carnival Cruise Line
  • Kendra Hopkin Stewart, Deputy Managing Director, Blue Horizons Garden Resort; President, Grenada Hotel and Tourism Association
  • Frank Comito (Moderator), Special Advisor and Former CEO/DG, Caribbean Hotel and Tourism Association

Inter-Ministerial Dialogue on Cooperation and Intersectoral Linkages (April 23, 9:00 am – 9:30 am): This fireside chat will feature spirited contributions from four Ministers of the Government of Grenada on modern challenges and solutions in sustainable development and disaster risk reduction. Speakers include:

  • Senator Adrian Thomas, Minister for Tourism, Creative Economy & Culture, Grenada
  • Lennox Andrews, Minister for Economic Development, Planning, Agriculture and Lands, Forestry, Marine Resources & Cooperatives, Grenada
  • Kerryne James, Minister for Climate Resilience, Environment & Renewable Energy, Grenada
  • Senator Jonathan La Crette, Minister of Youth and Sports, Grenada
  • Bevan Springer (Moderator), President, Marketplace Excellence Corporation

GENERAL SESSION IV – Prosperity: Pathways to Prosperity for Sustainable Futures: Sustainable Tourism Financing Donors’ Roundtable (April 23, 9:30 am – 10:30 am): This panel features an illustrious gathering of representatives from primary donor agencies, regional and international development organizations, and financial institutions supporting the Caribbean’s sustainable development. Speakers include:

  • Dr. Louise Twining-Ward, Senior Private Sector Specialist, The World Bank
  • Dr. Stacy Richards-Kennedy, Regional Manager for the Caribbean, CAF – Development Bank of Latin America & the Caribbean
  • Petipha Lewis, Director, Board of the Caribbean Biodiversity Fund; Chair, Network of Caribbean Chambers of Commerce (CARICHAM); Executive Director and Secretary to the Board of Directors of the Grenada Chamber of Industry and Commerce
  • Chris McNair, Programme Specialist, Business Development, CARICOM Development Fund
  • Wayne Elliott, Productivity & Innovation Coordinator, Compete Caribbean Partnership Facility
  • Amanda Charles (Moderator), Sustainable Tourism Specialist, Caribbean Tourism Organization

GENERAL SESSION V – Purpose: Purpose Driven Tourism: Uniting Purpose with Passion for Sustainable Tourism (April 23, 11:00 am – 12:15 pm): This session brings together industry leaders, stakeholders and enthusiasts to explore the intersection of purpose and passion in sustainable travel. Discussions will explore how travelers and tourism providers can align their values and aspirations with meaningful experiences contributing to sustainable development goals. Speakers include:

  • Alicia Johnson, Author, Lonely Planet
  • Dr. Thérèse Yarde, Caribbean Fellow/Senior Director, Caribbean SIDS Programming, Conservation International
  • Kirpa Grewal, Co-Chair, Volunteerism Committee and Executive Committee Member, Women in Cleantech & Sustainability Board of Directors
  • Kitaka Mawuto, Chief Executive Officer, Elevate Media
  • Russ Fielden, Owner, True Blue Bay Resort
  • Michael Carabash (Moderator), Partner, DMC LLP

GENERAL SESSION VI – Partnership: Synergizing Sustainability: Fostering Public, Private, and Community Partnerships in Tourism (April 23, 12:15 pm – 1:30 pm): This session focuses on the transformative power of multi-stakeholder partnerships in advancing sustainability within the tourism industry. It aims to chart new pathways toward inclusive and responsible tourism development by fostering collaboration.

  • Michael Akin, President, LINK Strategic Partners
  • Marc Melville, CEO, Chukka Caribbean Adventures Group
  • Trevor Jonas Benson, President & Chief Executive Officer, Bannikin
  • Annie Bertrand, Public-Private-Community Partnership Consultant, SIDS Global Business Network
  • Glenn Mandziuk, CEO, Sustainable Hospitality Alliance
  • Michelle Mason, Social Impact and Recognition Manager, Sustainable Hospitality Alliance
  • Kennedy Pemberton (Moderator), Director of Operations, Green Case Consulting

MASTER CLASS – Fu-Tech Tourism: Demystifying the Myths and Exploring the Risks, Benefits and New Opportunities (April 23, 2:45 pm – 3:45 pm): Engage with the future of technology (Fu-Tech) in tourism through this enlightening discussion. The session will debunk myths and explore the risks, benefits, and new opportunities presented by emerging technologies, setting the stage for innovation in the industry. Speakers include:

  • Ed Limon, Co-Founder and Producer, Winged Whale Media
  • Kyle Maloney, Tech Ecosystem Builder; Digital Marketer; Investor; Co-Founder, Tech Beat Retreat
  • Stacey Hines, Founder & CEO, Epic Transformation
  • Orlando Romain (Moderator), Advisor, Grenada Ministry of Planning and Economic Development, with responsibility for ICT and the Creative Economy

CONVERGENCE POINT – Bridging Perspectives for Future Tourism (April 23, 4:00 pm – 4:45 pm): The closing session is designed to bring together diverse perspectives and stimulate dialogue and action that will help shape the future of Caribbean tourism. It explores how stakeholders are working to address challenges, meet market demands, tap into new trends and promote responsible tourism while embracing The 5Ps: People, Planet, Prosperity, Purpose and Partnership. Speakers include:

  • Shelley V. Worrell, Founder, I AM CaribBeing and Little Caribbean NYC
  • Rodney Payne, Chief Executive Officer, Destination Think
  • Oneidge Walrond, Minister of Tourism, Industry & Commerce, Guyana
  • Aria Laidlow-Ferdinand, Technical Officer, Caribbean Natural Resource Institute (CANARI)
  • Krisma McDonald, Director of Sustainability, Six Senses La Sagesse
  • Tenille Clarke (Moderator), Managing Director, Chambers Media Solutions

Partners and sponsors for STC 2024 include LINK Strategic Partners, Little Caribbean NYC, Royal Caribbean International, Silversands Grenada Beach Resort, and Six Senses La Sagesse Grenada Resort.

Airline partners include interCaribbean Airways and Virgin Atlantic.

Sponsors of the Caribbean Sustainable Tourism Awards are the Grenada Hotel and Tourism Association, Grenada Investment Development Corporation, International Institute of Tourism Studies at the GW School of Business, and World Sustainable Travel and Hospitality Awards.

Media partners signed up for the conference are Breaking Travel News, Caribbean Broadcasting Union, Caribbean Media Corporation, and Wanderlust.

Visit caribbeanstc.com for more information about the conference, speakers, sessions and registration details. To learn more about the Grenada Tourism Authority, visit puregrenada.com.

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