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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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Bahamas News

CDB Leadership Passes to Belize as Region Eyes New Financing Partnerships  

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By Deandrea Hamilton

 

The Bahamas, June 9, 2026 – The Caribbean Development Bank’s annual gathering may have concluded in The Bahamas, but attention is already turning to Belize as leadership of the institution’s Board of Governors officially changed hands.

At the close of the 56th Annual Meeting in Nassau, outgoing Chairman and CDB Governor for The Bahamas, Michael Halkitis, formally transferred the chairmanship to Belize’s Dr. Hon. Osmond Martinez, continuing the Bank’s tradition of rotating leadership among its regional shareholders.

The handover capped a week of discussions focused on financing development in an increasingly uncertain global environment and strengthening the Caribbean’s ability to withstand economic and climate-related shocks.

One of the meeting’s most closely watched conversations centered on how multilateral development banks can better support vulnerable Small Island Developing States.

During the President’s Chat, titled Financing the Future: MDB Strategies for Uncertain Times, CDB President Daniel Best joined leaders from the OPEC Fund, the Central American Bank for Economic Integration and the Fund for Responding to Loss and Damage to discuss expanding development finance and building resilience.

OPEC Fund President Dr. Abdulhamid Alkhalifa emphasized that development institutions must move beyond responding to crises and instead help countries prepare for them.

“The real test is whether we can help countries move from strategy to implementation, and from implementation to results,” Alkhalifa said.

The discussions reflected a growing regional push for innovative financing solutions as Caribbean nations continue to confront climate vulnerability, infrastructure demands and economic uncertainty.

Beyond discussions on financing and resilience, the Annual Meeting also featured youth engagement activities, including the Youth FIRE Forum, where young Caribbean leaders participated in conversations about innovation, entrepreneurship, leadership and the future of regional development. Senior government officials, development professionals and youth delegates exchanged ideas on the challenges and opportunities facing the next generation, reinforcing a recurring message throughout the conference: that investments made today must ultimately improve opportunities for Caribbean youth tomorrow.

That theme was echoed by Bahamas Prime Minister Philip Davis, who used the opening ceremony to challenge regional leaders to invest in future generations.

“We must invest in the one asset that no agency can ever downgrade, and that no storm can ever wash away: the mind of a Caribbean child,” Davis told delegates.

With Belize now assuming the chairmanship, regional leaders say the focus remains on transforming ideas discussed in Nassau into tangible results for Caribbean people.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

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Caribbean News

Beaches Turks and Caicos and Sandals Foundation share educational material with primary school in Providenciales

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PROVIDENCIALES, Turks & Caicos Islands: May 29, 2026 – Beaches Turks and Caicos Resort and the Sandals Foundation, recently brought smiles and inspiration to students at the Community Christian Academy through a meaningful Reading Road Trip and educational material donation initiative.

The outreach effort, which forms part of the Sandals Foundation’s ongoing commitment to education and community development across the Turks and Caicos Islands, saw team members and volunteers engaging directly with students while delivering a wide range of essential school supplies.

Among the donated items were books, footballs, volleyballs, pencils, rulers, sharpeners, Bibles, Christian literature, sun glasses, writing pads, educational cue cards, erasers, markers, crayons, glue, scissors, paper clips, coloured chalk, and pens. The contributions were carefully curated to support both academic learning and extracurricular development for students at the institution.

A highlight of the day’s activities was an interactive reading session with the kindergarten and grade one classes, where volunteers shared stories and encouraged early literacy in a fun and engaging environment. The young students responded with enthusiasm, creating a lively and memorable experience for all involved.

Travel Advisor Renee Rice, who participated in the initiative alongside her family, expressed heartfelt appreciation for the opportunity to give back. “We are happy for this experience as we partnered with the Sandals Foundation and Beaches Turks and Caicos Resort in sharing in the development of education in the Turks and Caicos Islands,” Rice said. Her family actively participated in reading sessions and interacting with the students, further enhancing the impact of the visit.

Principal Krystal Vincent welcomed the initiative and emphasized the importance of such partnerships in advancing the school’s mission. “These educational materials will go a far way, and we are happy for this relationship that we have established with the Sandals Foundation and Beaches Turks and Caicos Resort in helping to support the growth of the students and the institution,” Vincent noted.

Chairman of the School Board, Pastor Bradley Handfield, also expressed gratitude during the presentation of the items. He commended the donors for their continued investment in the community and their willingness to support the nation’s youth. Pastor Handfield highlighted the significance of corporate and philanthropic partnerships in strengthening educational foundations across the islands.

The Reading Road Trip initiative is part of a broader effort by the Sandals Foundation to promote literacy and provide access to educational resources for children throughout the Caribbean.

Beaches Turks and Caicos Resort has long been an active partner in community outreach, consistently supporting initiatives that uplift local communities and empower young people. Through collaborations such as this, the resort continues to demonstrate its commitment to social responsibility and sustainable development.

The visit to Community Christian Academy stands as a testament to the power of partnership and the positive impact that can be achieved when organizations and individuals come together with a shared purpose. For the students, the day was not only about receiving supplies but also about feeling encouraged, valued, and inspired to pursue their educational journeys with confidence.

As the Sandals Foundation and Beaches Turks and Caicos Resort continue to expand their outreach efforts, initiatives like the Reading Road Trip remain vital in shaping the future of education in the Turks and Caicos Islands—one child, one book, and one meaningful connection at a time.

Photo Caption:

The Sandals foundation is a registered charity in Jamaica with the Department of Co-operatives and Friendly Societies, a CRA registered charity in Canada, a 501(c)(3) nonprofit organization in the United States and a registered charity with the Charity Commission for England & Wales that was created in March 2009 to continue and expand upon the philanthropic work that Sandals Resorts International has undertaken.  It is the culmination of over four decades of dedication to playing a meaningful role in the lives of the communities where we operate across the Caribbean. The Sandals Foundation funds projects in three core areas: education, community and the environment. One hundred percent of the monies contributed by the general public to the Sandals Foundation go directly to programs benefiting the Caribbean community. To learn more about the Sandals Foundation, visit online at www.sandalsfoundation.org or follow us on Facebook, and Instagram.

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Caribbean News

850 Fish Pots in the Making: Further Support Helps Fishers Rebuild Their Livelihoods After Hurricane Melissa

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Whitehouse, Westmoreland, Jamaica – May 28, 2026 — Continuing its support to hurricane-affected fishing communities, the Sandals Foundation has partnered with Good360 to equip 170 fishers from Belmont in Westmoreland and Galleon and Parrottee in St. Elizabeth with critical mesh wire—materials that will be transformed into as many as 850 fish pots, further strengthening livelihoods and local food supply across Jamaica’s western coastline.

The wire, valued at J$2.97 million, supports the coastal districts where Hurricane Melissa dismantled fishing gear, disrupted income streams, and placed added strain on already vulnerable food systems. The initiative will be implemented through local fishing leaders, who will oversee the equitable distribution of materials to those most impacted by the Category 5 storm.

This latest distribution builds on a series of targeted interventions delivered by the philanthropic organization over the past six months. In November, the Sandals Foundation distributed 120 rolls of fish wire and 6,720 litres of gasoline courtesy of RUBiS Energy Jamaica to over 100 fishers in Whitehouse and Old Bay. The intervention enabled the production of up to 600 fish pots and the restart of fishing operations.  Earlier this year, a partnership with Good360 also saw the provision of more than 50 generators to fishing villages and schools to continue the recovery process.

“Rebuilding takes root when people are able to earn again,” said Heidi Clarke, Executive Director of the Sandals Foundation. “For fishers, that begins with the tools to return to sea. This continued support is about restoring independence, strengthening communities, and ensuring that the systems people rely on every day can function again.”

Recovery from a storm like Hurricane Melissa takes months, sometimes years,” said Morgan Loomis, Vice President of Disaster Response & Recovery at Good360. “For coastal communities, the storm destroyed people’s homes and livelihoods overnight. Our work with the Sandals Foundation is changing that reality. When fisherfolk have access to critical materials like fishing wire, the ripple effects reach the entire community. Fishers get back to work. Pot makers have orders to fill. Families have income. Children stay in school. That is what meaningful recovery looks like in action,” she said.

Across the Caribbean, coastal fishing communities play an outsized role in national food security and local economies. Strengthening their recovery is not just about rebuilding individual livelihoods—it is about reinforcing the systems that sustain entire populations.

Because when the sea begins to provide again, communities begin to steady.

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