Caribbean News
JAMAICA: All Ministers Must Have Customer Service Improvement Plans by April
#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.
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”.
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
May 21, 2024 – The Turks and Caicos Islands have clear laws prohibiting the possession of firearms and or ammunition without a licence and strict penalties in order to serve and protect the community. Our Firearms Ordinance, which was amended in 2022, states that:
No person (other than a licensed gunsmith in the course of his trade) shall have in his possession, discharge or use any firearm or ammunition unless he is the holder of a firearm licence with respect to such firearm, or in case of ammunition he is the holder of a licence for a firearm which takes that ammunition.
Firearm and/or ammunition offences carry a mandatory minimum custodial sentence of twelve years plus a fine. Where a court finds there are exceptional circumstances, the sentencing judge has discretion, under the law, to impose a custodial sentence and a fine that are fair and just in the circumstances of each case rather than impose the mandatory minimum.
The Chief Justice is advancing sentencing guidelines in respect of the application of exceptional circumstances. Wider work is also ongoing with criminal justice partners to review the efficiency and effectiveness of case progression, in driving justice outcomes.
It is the traveller’s responsibility to ensure their baggage is free of firearms and/or ammunition. Permission from an airline carrier does not constitute permission to bring firearms or ammunition into the Turks and Caicos Islands. Travellers are also strongly advised to search their luggage before they travel to the Turks and Caicos Islands to ensure they do not bring in forbidden items inadvertently. Such offences will result in arrest.
The Turks and Caicos Islands is a British Overseas Territory with a common law legal system, and reserves the right to enforce its laws. All persons, including visitors, must follow lawful process.
The Turks and Caicos Islands welcomes all visitors but reminds travellers that persons in the Turks and Caicos Islands do not have a constitutional right to carry firearms. Equally, the importation of firearms, ammunition (including stray bullets), and other weapons is strictly forbidden, unless licence to do so has been issued by the Commissioner of Police.
New York (May 16, 2024) – Celebrating its 35th anniversary, the Caribbean Tourism Organization (CTO) is set to spotlight the future of Caribbean aviation during Caribbean Week in New York, scheduled for June 16-21, 2024, at the InterContinental Times Square in midtown Manhattan.
Under CTO’s annual theme “Connecting the Globe, Celebrating Diversity”, the week promises a diverse lineup of activities emphasizing innovation and connectivity.
A key feature of the premier event for travel industry professionals, journalists and members of the Caribbean Diaspora will be the Caribbean Airlift Forum.
Rosa Harris, Chairman of the CTO Board of Directors and Spokesperson for Caribbean Week, will moderate the forum. She emphasized the importance of this session as a critical platform for discussing the challenges and opportunities in Caribbean air transportation. 
The session will cover topics including route development, aviation competitiveness, partnerships, infrastructure investment, regulatory frameworks, and market demand strategies. It aims to foster dialogue among airlines, airports, tourism authorities, and aviation ministries, enhancing connectivity and optimizing access to Caribbean destinations.
“In the wake of the pandemic, Caribbean aviation has shown remarkable resilience and adaptability, rebounding strongly in key areas. However, as we celebrate these gains during our Caribbean Week in New York, it’s crucial that we don’t become complacent,” stated Harris.
“We must continue to innovate and address the persistent challenges within intra-regional tourism, which, while recovering, remains a challenge for many of our destinations,” she continued. “Our focus at the Caribbean Airlift Forum is not only on celebrating our successes but also on critically analyzing our challenges to strengthen and diversify our connections to, from and across the region, ensuring a more robust and connected Caribbean.”
The week also features a Business and Tourism Marketing Symposium, the Caribbean Media Awards, and sessions focused on artificial intelligence, crisis communications, and multicultural marketing.
With the support of headline sponsor, the Bahamas Ministry of Tourism, Investments & Aviation; gold sponsors Cayman Islands Department of Tourism and the United States Virgin Islands Department of Tourism; and Diamonds International and the Caribbean Media Exchange, Caribbean Week in New York 2024 is poised to be a pivotal meeting for tourism professionals and stakeholders in the region and the Diaspora.
Caribbean News
CHTA Launches Multi-Destination Media Trip to Showcase Caribbean Interconnectivity and Diversity
May 21, 2024
The Caribbean Hotel and Tourism Association (CHTA) is gearing up for its first multi-destination media trip, designed to illuminate the interconnectedness and diversity across the Caribbean. Scheduled from May 17 to 27, this initiative will showcase the vibrant cultures, breathtaking landscapes, and unique experiences spanning St. Lucia, Barbados, Jamaica and the Cayman Islands.
Nicola Madden-Greig, President of CHTA, expressed enthusiasm for the program and stressed its significance: “This initiative is a testament to the collaborative spirit and interconnected nature that define Caribbean tourism. Our goal is to showcase the diverse offerings of St. Lucia, Barbados, Jamaica and the Cayman Islands, inspiring travelers to explore the myriad experiences our region has
to offer.” Although the Dominican Republic had to withdraw due to unforeseen circumstances, there are plans to include the nation in future endeavors of this nature.
Madden-Greig reiterated, “The Caribbean is often thought of as one homogenous place, so if you have seen one island you have seen the Caribbean. This trip will debunk that myth and truly showcase the diversity, mystique, and cultural prowess of our distinct islands. Just like you can explore many destinations in Europe having totally diverse experiences, the Caribbean offers the same opportunity.”
Developed in collaboration with the Jamaica Tourist Board, Jamaica Hotel & Tourist Association, Saint Lucia Tourism Authority, Cayman Islands Department of Tourism, and Cayman Islands Tourism Association, the itinerary promises an immersive experience. Participants will enjoy the stunning landscapes and beaches of St. Lucia, indulge in an exciting layover in Barbados, discover the culture and radiant beauty of Jamaica, and experience the iconic sites of the Cayman Islands.
Strategically timed to coincide with Caribbean Travel Marketplace from May 21 to 23 in Jamaica, the media trip aims to maximize the event’s networking opportunities. Journalists can enrich their coverage of the multi-destination experience with insights and connections from the region’s premier tourism conference.
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