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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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Government

Government Outlines New Healthcare Vision as Interhealth Exit Accelerates Reform  

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By Magnetic Media Newsroom

 

PROVIDENCIALES, Turks and Caicos Islands — The Turks and Caicos Islands Government says the breakdown of its relationship with InterHealth Canada presents an opportunity to reshape healthcare delivery, with plans to expand local medical services, strengthen primary care and reduce dependence on overseas treatment.

During a national briefing following InterHealth Canada’s notice terminating its hospital contract, Premier Charles Washington Misick acknowledged publicly for the first time that Government and InterHealth had been negotiating an exit from the arrangement for more than a year after what he described as an “irretrievably broken down” relationship.

Despite the contractual dispute, Misick and Health Minister Kyle Knowles stressed that healthcare services will continue uninterrupted during the transition.

“Allow us to do our job,” Knowles appealed, assuring residents that Government is actively managing the transition and safeguarding patient care.

The Premier outlined what amounts to a broader healthcare transformation built around four connected levels of care: strengthened community-based primary healthcare; expanded polyclinic services; enhanced hospital-based secondary care with greater specialist capacity; and overseas tertiary treatment only for cases that cannot be managed locally.

Among the proposals are the long-discussed establishment of intensive care units, expanded use of currently unfinished hospital space, recruitment of more resident specialist physicians and stronger contract management to oversee future healthcare agreements.

Knowles said the new polyclinic model will broaden services available outside the hospitals, including dentistry, ophthalmology, laboratory services, diagnostic imaging, gynaecology and preventative screening, helping to reduce pressure on emergency departments while improving early intervention.

Misick also acknowledged that while the hospital system significantly improved healthcare access after opening in 2010, Government believes further reform is necessary to improve affordability, sustainability and the range of services available within the Turks and Caicos Islands.

The briefing marked the Government’s most comprehensive explanation to date of its plans beyond the InterHealth contract, signalling that officials now see the transition as an opportunity to redesign healthcare delivery rather than simply replace one operator with another.

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Education

Turks and Caicos Islands Students Excel at Cycle 13 WizdomCRM Regional AI Game National Awards Ceremony

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Ministry of Education Representatives with Rubis and Top 3 Performers

Providenciales, Turks and Caicos Islands – Wednesday, 22 July 2026:  The Ministry of Education, Youth, Sports and Culture proudly congratulates the students of the Turks and Caicos Islands on their outstanding performance at the Cycle 13 WizdomCRM Regional Virtual Sustainable Stock Market AI Game National Awards Ceremony.

The ceremony was held on Thursday, 16 July 2026, at the Blue Haven Resort, under the theme “Champions Today. AI Leaders Tomorrow.” It was hosted by the Ministry in collaboration with WizdomCRM.

Students across the Caribbean took part in the investment challenge, each beginning with a virtual portfolio of USD $25,000 and working to grow it through simulated investments on regional and international stock markets. Throughout the competition, students were guided by Mr. Rabbit, WizdomCRM’s AI Tutor, and supported by E-Classroom sessions, building financial literacy, critical thinking and investment skills.

The Turks and Caicos Islands emerged as the region’s top-performing territory, claiming the top six regional positions, securing 14 of the Caribbean’s Top 20 places, and placing four schools on the regional leaderboard. Leading the region was Marc Roubentz-Perceus of TCIPS Comprehensive High School, who grew his portfolio to USD $370,336.63. He was followed by Joshua Creese of Raymond Gardiner High School in second place, and Stendro Chalas of TCIPS Comprehensive High School in third. Raymond Gardiner High School was also recognised as the Top School for Cycle 13.

Hon. Rachel M. Taylor, Minister of Education, Youth, Sports and Culture, said: “I congratulate every student who took part in Cycle 13. You

have demonstrated the confidence to compete with the very best students regionally, and you have shown our country what is possible. This success is not luck; it is the result of an ecosystem built by students, teachers, parents, school leaders and partners who continue to invest in educational excellence. As we look ahead, the Ministry is in active discussions with WizdomCRM to expand access to its AI-powered learning tools, including Super AI, the AI Tutor, the Plagiarism Checker and the Grammar Checker, so that our young people are equipped with the future-ready skills they need to succeed.”

The Ministry extends sincere appreciation to the dedicated teachers who mentored the students, and to Rubis Turks and Caicos, whose sponsorship provided the cash prizes awarded to the top three regional champions. The Ministry also thanks WizdomCRM, participating schools, parents and stakeholders for their partnership in this achievement, which reflects the Ministry’s continued commitment to innovation, digital learning and youth development across the Turks and Caicos Islands.

WIZDOM CRM – Top Performers Cycle 13

Position  Name  School Portfolio Value Regional Placement
1st Marc Roubentz-Perceus TCIPS Comprehensive High School $ 370,336.63 1st
2nd Joshua Creese Raymond Gardiner High School $ 264,841.31 2nd
3rd Stendro Chalas TCIPS Comprehensive High School $ 247,738.09 3rd
4th Ojed’harlie Jolissaint Wesley Methodist School $ 227,389.60 4th
5th Tyshawn Wright Raymond Gardiner High School $ 189,064.18 5th
6th Jah’keem Missick Raymond Gardiner High School $ 173,654.58 6th
7th Curvin Handfield Raymond Gardiner High School $ 156,984.89 8th
8th Chadazea Darville Wesley Methodist School $ 147,428.43 9th
9th Vivaan Castleton British West Indies Collegiate $ 120,833.83 14th
10th Damendine Simplus TCIPS Comprehensive High School $ 118,660.55 15th
11th Dyvion Louis Raymond Gardiner High School $ 111,572.81 16th
12th Colin Moriarty British West Indies Collegiate $ 106,854.81 17th
13th Kensley Felix TCIPS Comprehensive High School $ 101,285.06 18th
14th Redjino Saint-Louis Raymond Gardiner High School $ 99,927.39 19th

TEACHERS

  1. Fexnel Colvert – TCIPS Comprehensive High School
  2. Valerie Olice – Raymond Gardiner High School
  3. Warren French – Wesley Methodist School
  4. Phyllis Boucher – British West Indies Collegiate

Top Performing School: Raymond Gardiner High School

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Government

Parnell Urges Premier to Step Aside, Proposes Bipartisan Board to Guide Healthcare Transition

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By Magnetic Media Newsroom

 

PROVIDENCIALES, Turks and Caicos Islands — Opposition Leader Douglas Parnell is calling on Premier Charles Washington Misick to step aside, arguing that the Government has failed to provide the leadership, transparency and public engagement needed as the Turks and Caicos Islands prepares for one of the most significant changes in its healthcare system.

Responding to Government statements following InterHealth Canada’s contract termination notice, Parnell said residents were only now learning officially that negotiations with the hospital operator had been underway for more than a year, despite several previous opportunities for Government to inform the public.

He questioned why no detailed explanation was provided during the State of the State Address, Budget Debate or recent healthcare announcements, including the opening of the new polyclinic.

Parnell argued that while the PDM supports reforming or replacing the existing hospital arrangement, the process must be transparent and centred on the public interest.

The Opposition Leader reminded residents that the PDM had challenged the InterHealth agreement while in government, pursuing arbitration and preparing further legal action over concerns about the contract before leaving office following the General Election.

To guide the next phase, Parnell proposed establishing a bipartisan Health Transition Board comprising Government and Opposition representatives to oversee the transition, monitor public accountability and manage the procurement process for any future healthcare provider.

He also outlined what the PDM believes should form the foundation of the next healthcare system, including guaranteed continuity of care, automatic employment protection for hospital workers, recruitment incentives for specialist physicians, expanded intensive care services, comprehensive mental health care, enhanced geriatric services and accelerated efforts to attract qualified Turks and Caicos Islanders in the medical profession back home.

Parnell also presented ten questions for Government covering outstanding payments, borrowing plans, legal implications, transition arrangements and the future structure of healthcare delivery.

He said the changes now unfolding require decisive leadership, openness and a carefully managed transition that places patients, healthcare workers and the long-term interests of the Turks and Caicos Islands first.

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