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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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Caribbean News

Pres Ali declares three days of national mourning following MV Barima tragedy July 21, 2026

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His Excellency Dr Mohamed Irfaan Ali has declared three days of national mourning following the tragic loss of lives in the M.V. Barima incident, as the nation continues to grieve alongside the families and communities affected.

The period of national mourning will be observed from Wednesday, July 22, through Friday, July 24, 2026, in honour of the victims of the tragedy. During this time, the National Flag will be flown at half-mast on all Government buildings and other appropriate locations across the country.

As part of the observances, Wednesday, July 22, has been designated a National Day of Prayer. A National Day of Prayer and Remembrance will be held at the Kingston Seawall in Georgetown, bringing together citizens in solidarity to honour the lives lost and offer support to grieving families.

The programme of remembrance will continue with a Night of Reflection and Prayer in Port Kaituma on Thursday, July 23, followed by another observance in Mabaruma on Friday, July 24.

The government is also encouraging religious organisations, civic groups and citizens throughout Guyana to organise candlelight vigils and moments of prayer during the three days as the nation collectively reflects on the tragedy and pays tribute to the victims. The declaration of national mourning underscores the government’s commitment to standing with the bereaved families and affected communities as Guyana mourns one of the country’s most heartbreaking maritime tragedies.

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Bahamas News

CARICOM Targets Affordability as Bahamas, TCI Continue to Feel the Pinch  

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By Deandrea Hamilton

 

Cheaper shipping. Lower energy costs. Better access to healthcare. Stronger consumer protections.

Those are among the measures CARICOM Heads of Government believe could finally begin reducing the stubbornly high cost of living for millions of people across the Caribbean.

Meeting in Saint Lucia, regional leaders agreed that making life more affordable must become one of the Community’s highest priorities. Their emerging strategy includes reducing freight costs through a regional ferry service, accelerating renewable energy projects to lessen dependence on imported fuel, expanding regional healthcare partnerships, strengthening consumer protection, and encouraging governments to adopt successful cost-of-living measures already being implemented across the Caribbean.

“Our discussions over the past four days were guided by one central objective – ensuring that CARICOM delivers results that people can see and feel in their everyday lives,” CARICOM Chairman and Saint Lucia Prime Minister Philip J. Pierre said.

Few places may welcome that relief more than The Bahamas and the Turks and Caicos Islands.

Although inflation has moderated in both countries from the sharp increases experienced following the pandemic, the cost of living remains stubbornly high. Families continue to complain about grocery bills that stretch household budgets, rising housing costs, expensive electricity, healthcare expenses and fuel prices that remain among the highest in the region.

Governments have responded.

In The Bahamas, successive reductions in Value Added Tax on selected goods and other targeted tax measures have sought to ease pressure on consumers. In the Turks and Caicos Islands, the Government this weekend opens applications for its $500 Cost of Living Relief Programme, acknowledging that many households continue to struggle despite the country’s economic success.

Yet affordability remains elusive.

The contradiction is difficult to ignore.

The Turks and Caicos Islands continues to post one of the region’s strongest tourism-driven economies, with robust investment, record visitor spending and sustained construction activity. The Bahamas has also strengthened its economic position, earning improved sovereign credit ratings as tourism, government revenues and fiscal performance continue to recover.

Yet those encouraging economic indicators have not translated into noticeably lower household expenses.

The reason is largely structural.

Both The Bahamas and the Turks and Caicos Islands produce relatively little of what they consume. Food, fuel, medicines, vehicles, building materials and countless household essentials are imported. Both countries also record significant trade deficits, illustrating their dependence on overseas suppliers. Every increase in global shipping costs, fuel prices or supply chain disruptions is eventually reflected in supermarket prices, utility bills and the cost of everyday living.

That is why CARICOM’s agenda matters.

If regional leaders succeed in lowering freight costs through an inter-island ferry network, expanding renewable energy, improving regional cargo movement, strengthening consumer protections and making healthcare more accessible through cooperation, the benefits could extend far beyond government balance sheets.

For Bahamians and Turks and Caicos Islanders, success will not be measured by another tourism record or another credit rating upgrade. It will be measured at the supermarket checkout, on the monthly electricity bill, at the gas pump and in the simple ability to afford a better quality of life.

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Caribbean News

From Pathways to Investment: Tackling the US $6 Billion Food Challenge for the Caribbean

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By Kenroy Roach

The Caribbean’s food systems challenge is fast evolving into a broader development challenge.

Despite decades of policy attention and investment, the region remains one of the most food import-dependent in the world, spending over US$6 billion annually. At the same time, countries continue to grapple with food insecurity, high rates of diet-related non-communicable diseases, climate vulnerability, and exposure to external shocks that can disrupt supply chains and drive up food prices almost overnight.

For Small Island Developing States (SIDS), food security has shifted from an agriculture focus alone, it’s about economic resilience, health, climate resilience and sustainable growth.

Recognizing this reality, Caribbean governments have elevated food systems transformation as a regional priority through the CARICOM 25 x 25 Plus Five Agenda, which seeks to reduce food import dependence while strengthening domestic production, regional trade, and resilience. Across Barbados and the Eastern Caribbean, governments have also developed National Food Systems Pathways that identify the investments, partnerships, and policy reforms needed to transform food systems and accelerate progress toward the Sustainable Development Goals (SDGs).

Yet one challenge has remained persistent: financing.

In the face of high levels of public debt and limited fiscal space, while public investment remains critical, Caribbean governments simply cannot shoulder the financing burden alone. Transforming food systems at scale requires mobilizing far greater private capital, alongside development finance and public resources.

This was the rationale behind the recent convened in Barbados.

The Forum brought together governments, investors, international financial institutions, private sector leaders, regional organizations, and the United Nations around a simple proposition: food systems should be viewed not only as a development priority, but also as an investable asset class.

A distinguishing feature of the innovative gathering was its focus on attracting private investment—particularly private equity, impact investment, and blended finance solutions capable of supporting businesses and infrastructure across food value chains. By helping enterprises access growth capital and connecting investors with scalable opportunities, the initiative sought to unlock financing that complements public investment rather than adding to already constrained public balance sheets.

A key outcome was the launch of a regional Deal Book comprising approximately US$320 million in investment opportunities across seven countries, spanning agriculture, fisheries, agro-processing, logistics, and strategic food systems infrastructure. The Deal Book created a practical bridge between capital seeking opportunities and opportunities seeking capital, while enabling direct engagement between governments, enterprises, and investors.

The results were encouraging.

Across four sector-focused deal rooms, participants explored investment-ready and near-investment-ready opportunities and discussed blended finance private equity, risk-sharing, and partnerships to advance projects toward implementation.

The Forum highlighted a shift in perspective: food systems are now seen as strategic drivers of economic diversification, resilience, competitiveness, and growth. Investments across production, processing, logistics, and distribution can strengthen regional supply chains, create new businesses, generate jobs, and reduce vulnerability to external shocks.

For the United Nations, this experience reinforced an important lesson.

Transforming food systems requires more than the technical expertise of individual agencies. It requires integrated solutions that connect agriculture, nutrition, health, climate resilience, trade, private sector development, and financing.

This is where the Resident Coordinator System plays a critical role.

Across Barbados and the Eastern Caribbean, the Resident Coordinator Office has united UN system capabilities around a common food systems agenda. Working with FAO, WFP, the UN Food Systems Coordination Hub, and other partners, the RCO has helped align policy support, technical expertise, partnerships, and financing with nationally identified priorities.

The Forum demonstrated this integrated approach by convening governments, investors, development finance institutions, private sector actors, and UN agencies around a common objective. It showcased the UN’s comparative advantage as a trusted broker capable of connecting development priorities with investment opportunities.

The Forum’s success will be measured not by dialogue generated, but by investments mobilized, businesses expanded, and progress made toward resilient, competitive Caribbean food systems across the Caribbean.

Its most important outcome may therefore be what comes next.

The work starts now.

Kenroy Roach is Head of the UN Resident Coordinator Office for Barbados and the Eastern Caribbean

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