TORTOLA, BVI – A comprehensive Customer Service Experience Framework is now in place for the government of the Virgin Islands. The framework was launched by director of customer service, Kedimone Rubaine and establishes Customer Service standards and strategies. It also sets out formal guidelines for the delivery of services, including interactions with clients across various offices and scenarios.
“Excellence in customer service is the driving force behind sustained improvement within the Public Service. We are committed now, more than ever to ensuring public officers are equipped with the necessary tools to deliver on their tasks,” Rubaine added: “Our primary focus must be serving the public and meeting the needs of our clients as we continue to build confidence and trust in the Public Service through a renewed vision and dedication for excellence in service delivery.”
The newly launched framework outlines the principles of the public service‘s vision for customer service experiences through a common purpose. It highlights the need to provide quality service that continuously meets the needs of clients and establishes trust and confidence in government’s services.
As the public service evolves, continuous adjustments to this living document is expected to ensure the policies, standards and behaviours across the service remain timely and in line with accepted standards.
Rubaine has also established the Safety, Authenticity, Friendliness and Efficiency (S.A.F.E). Service Standards as a key component within the framework, The director said the standard speaks to the importance of maintaining safety for clients when they or their information is within the care of the public service.
Rubaine says that every public officer should have authenticity through professionalism and morality, friendliness as the cornerstone for all interactions and efficiency as a skill in the execution of their duties.
Public service transformation manager, Kishann Cupid Braithwaite said: “The release of a Customer Service Experience Framework for the public service represents another step towards becoming a world-class public service. Our focus on improvements in Customer Service is unwavering and accomplishments like these are testament to the work that has been ongoing.”
The public service has been working strategically this year to deliver dynamic, exceptional and world-class customer service through consistent training of employees and the monitoring and evaluation of services.
