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Is lack of empowerment in the workplace negatively impacting the customer experience in TCI? 

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#TurksandCaicos, November 14, 2022 – Research has clearly shown when employees feel empowered at work, it is associated with stronger job performance, job satisfaction, and commitment to the organization or institution.

Despite our stellar rating as one of the world’s top tourism destinations, many would agree in some cases what we have seen over the years in Turks and Caicos Islands, is not a reflection of workplace empowerment.  Be it in government or the private sector, the lack of ownership and empowerment is prevalent in some offices.

Management in some cases has failed to empower their employees by delegating authority, decision-making, and sharing of pertinent information.

Working in top management positions for a large portion of my career, I have found that if you ask the right questions, in most cases you will find the answer is right in the room amongst your employees.

It behoves management to take the time to solicit employees input. Employees are the face of your business or institutions and through their interaction, they know what’s needed to satisfy the customer.

Furthermore, it’s pointless to solicit employees input if the information only remains in a file and nothing is implemented.

Follow up with the employee or committee on reasons why their input may or may not work at this particular time.

What I have found over the years is, if given the autonomy, in most cases employees are not seeking attention but simply know what they are doing and do it with pride.

Often times, what the customer perceives to be an attitude from the employee, could be a result of pent up frustration due to the lack of support or relevant information from their direct reports.

We need leaders in the workplaces who are not afraid to delegate authority to their employees, ask for their input, and encourage autonomous decision-making.

In my opinion, I believe it’s not being done due to the fear of being replaced, which is small minded thinking. To the contrast, it makes your own job easier and the office becomes more productive and customer centric.

Granted, employees will fail from time to time, but it’s all a part of learning. What’s important, is to have biannual performance based reviews with your employees so they are aware of the expectations, shortcomings and their progress.

On every job, you will find highly creative individuals just waiting to be discovered or given the opportunity.

Challenge them to generate novel ideas and to think of new ways of doing things rather then the status quo, just because the office has always done it that way.

Apart from delegating additional work, empowering leadership is also about mentoring and supporting employee development; not exploiting them, which we know is all to common in some cases.

What we need are leaders who can lead, not just checking off the boxes or just because they are your most reliable employee.

By empowering employees it allows them the opportunity to take more ownership of their role, and this is where a number of government departments, office settings and stores in our country are lacking.

It’s my belief that empowering employees in public service businesses such as the hospitality sector, healthcare or licensing departments is crucial. Most of these employees are key to organizational effectiveness and could prove to be more beneficial to your business and the country as a whole.

It’s important for businesses and institutions to build that framework for more efficiency. In essence, improving workplace efficiency is about helping employees work smarter, not harder or just doing busy work.

There are two key points to be cognizant off.

#1 Management often times fail to realize the employees are their most important customers and should be treated as such.

#2 In a tourism driven economy, employees often times fail to realize there shouldn’t be any distinction between the quality of service provided to locals vs tourists.

There are also other areas that could negatively impact the customer experience.

For example, important documents such as police records, birth certificates etc. all require a postal stamp. Why not make it convenient for customers and provide the stamps and include it as part of the fees?

Recently, our tourism department was outsourced to a destination management company. Perhaps, failure to empower employees in the workplace forced this decision. Albeit, this move may broaden our horizon, but let’s be clear, its our story our experiences and our passion that brought us to this point of being one of the most desirable destinations.

With that being said, in order for TCI to continually compete for world class service in the marketplace, we need to capitalize on the experience and expertise of our people. This will put us in a better position to deliver consistent results where good customer service and experience become the norm not the exception.

 

Ed Forbes 

Concerned citizen of Grand Turk 

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TCI Border Force Hosts Border Security Training for Overseas Territories

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Turks and Caicos, February 12, 2025 – The Turks and Caicos Islands (TCI) Border Force recently concluded a series of critical training exercises focused on container targeting, search procedures, and firearms awareness. This initiative, a vital investment in regional security, saw TCI Border Force officers joined by colleagues from the Anguilla Customs Department, BVI Customs Department, and Cayman Islands Customs and Border Control.

The training, conducted from 21st to 31st January, was facilitated by a team from Home Office International Operations through the Foreign, Commonwealth & Development Office (FCDO) Border Security Programme and organised via the Integrated Security Funding Overseas Territories Border Security Programme. This collaborative effort underscores the commitment of the UK government and participating agencies to combat transnational crime and the flow of illicit goods within the Overseas Territories.

The curriculum encompassed three courses. The first, Fundamentals of Container Targeting (21st-24th January), focused on enhancing participants’ understanding of current priorities and container targeting capabilities, risk analysis within container traffic, and practical exercises utilising intelligence flows. The second, Search of Containers, saw participants receive specialised training on current threats facing the shipping industry and best practices for container search procedures. Finally, a crucial course on Firearms Awareness provided instruction on various types of firearms and the identification of firearm parts, equipping officers with the knowledge necessary to interdict illegal weapons.

These training exercises represent a significant step forward in strengthening the TCI Border Force’s ability to facilitate trade while protecting the borders of the Turks and Caicos Islands. Enhanced targeting and search capabilities will lead to more effective screening of cargo and potentially shorter processing times for legitimate shipments. Greater security will also be evident as the increased focus on firearms awareness will contribute to a safer environment.

“This training is a crucial investment in the safety and security of the Turks and Caicos Islands,” stated Emilio Seymour; Director General of TCI Border Force. “By working collaboratively with our regional partners and leveraging the expertise of the Home Office, we are significantly improving our ability to detect and deter criminal activity. The enhanced skills acquired by our officers will have a direct and positive impact on our community, protecting our economy and ensuring a safer environment for all.”

The TCI Border Force remains committed to protecting the borders of the Turks and Caicos Islands and ensuring the safety and security of its citizens. This training initiative represents a significant investment in that commitment.

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Solar PV Projects Completed at Critical Turks and Caicos Islands Healthcare Facilities

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Grand Turk Wellness Center

PRESS RELEASE

 

FROM THE Ministry of Public Safety and Utilities

South Caicos

Providenciales, Turks and Caicos Islands 11th February 2025 – The Turks and Caicos Islands (TCI) have taken a significant step toward a more sustainable energy future with the installation of five (5) solar photovoltaic (PV) systems at key healthcare facilities across the archipelago.

This initiative, funded by the European Union through the Resilience, Sustainable Energy, and Marine Biodiversity Programme (RESEMBID) and implemented by Expertise France, aims to enhance sustainability, reduce operational costs for the TCI Government, and contribute to long-term economic viability.

North Caicos

The solar PV systems have been strategically installed at critical medical facilities, including the Blue Hills Clinic in Providenciales, the Bottle Creek Clinic in North Caicos, the Alsada Hall-Malcolm Primary Healthcare Clinic in Middle Caicos, the South Caicos Primary Health Clinic, and the Wellness Centre in Grand Turk. These healthcare centers provide essential services to local communities, and the integration of solar energy demonstrates TCI’s commitment to environmental responsibility and energy efficiency within vital public sectors.

Leading this transformative initiative is the Energy and Utilities Department (EUD) under the Ministry of Public Safety and Utilities (MPSU). The EUD has overseen the installation and integration of these solar PV systems within the local energy landscape, leveraging the islands’ abundant sunshine which averages approximately 350 sunny days per year — an ideal setting for solar energy generation. These systems, equipped with advanced battery storage solutions, will significantly reduce electricity costs for healthcare facilities while ensuring uninterrupted power supply during grid outages or energy supply challenges.

Middle Caicos

EUD Commissioner Delano R. Arthur emphasized the importance of this initiative: “The solar PV systems will greatly reduce electricity costs and symbolize our shift toward a sustainable energy future. This investment not only strengthens energy security, but reduces dependence on imported fossil fuels, lowering carbon emissions and environmental impact.”

The collaboration between the European Union, Expertise France, and local government agencies ensures that the project aligns with international renewable energy standards, benefiting both the environment and the community. Installation was successfully carried out by Green Revolution Ltd., a local company committed to advancing sustainable development in TCI. Their involvement highlights the importance of local expertise and community engagement in executing renewable energy initiatives.

Blue Hills

For further information, please contact:

Energy and Utilities Department (EUD)
Email: eud@gov.tc

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SHARK INCIDENT, BLUE HILLS

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12 February 2025, Providenciales – On Friday 7 February a tourist was injured by a shark in the waters adjacent to Blue Hills, Providenciales.

The individual was taken to Cheshire Hall Medical Centre where she was stabilized and later flown off island for further medical care.

Upon confirmation of the incident the Department of Environment & Coastal Resources (DECR) issued a beach closure notification from Thompson’s Cove Beach to Froggies ATV, Blue Hills in an abundance of caution. The beach was reopened on Sunday, February 9th at 1pm after it was determined that the shark had moved to deeper water.

The shark was estimated to be approximately 6ft in length, however the species is yet to be confirmed.

Further to the investigation, it has been determined that the tourist had attempted to engage with the animal from the shallows in an attempt to take photographs.

The DECR would like to urge the public to always  be aware of your surroundings, follow local advisories, and respect marine life. Swim in designated areas, avoid murky waters, never swim alone, and do not attempt to feed marine wildlife under any circumstances

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