Service Excellence To Be Highlighted October 3-8

A virtual panel discussion on 'Service Excellence in the Public Sector' will be held during National Customer Service Week, to be observed from October 3 to 8. The Week begins with a church service at Webster Memorial Church in Kingston on Sunday, October 3, followed by the panel discussion on Monday, October 4. The Public Sector Transformation and Modernisation Division (PSTMD), Office of the Cabinet, has partnered with the Jamaica Customer Service Association (JaCSA) to celebrate Service Excellence in Jamaica, under the theme 'You...Me...We Got the Power of Service Excellence'. Speaking at a recent virtual media launch of National Customer Service Week 2021, Director General of the PSTMD, Veniece Pottinger-Scott, said the discussion will be about "moving past the talk to practical action to transforming the service culture in the public sector." She added that the event will also highlight modes of modernization and transformation in the public sector as well as initiatives and practical solutions implemented by some entities to meet the changing needs of customers, particularly during the COVID-19 pandemic.

See full article at: https://jis.gov.jm/service-excellence-to-be-highlighted-october-3-8/

CASE QUESTIONS

a) Provide a brief outline of the public sector transformation process in Jamaica, making sure to identify the rationale for this process

b) With the use of examples, identify and explain three (3) of the main driving force towards the public sector transformation process in Jamaica.

C. We will be] "... moving past the talk to practical action to transforming the service culture in the public sector."' This speech was made in October 2021."

Using practical examples, provide an assessment of the "service culture" in the public sector today. Has this transformation taken place? Do you hold out much hope for this transformation? Justify your comments. (Keep in mind that this is a necessary condition for Jamaica to attain Vision 2030).