Significance of Service Excellence Policy in Jamaica

The Office of the Cabinet through the Public Sector Modernization Programme launched the Government of Jamaica’s Service Excellence Policy on Wednesday, July 13, 2022. This Policy outlines key principles and minimum standards for all Government entities, as well as the mechanism by which service excellence will be institutionalized in all ministries, departments, and agencies.

Service Excellence is “the delivery of services against established standards in a manner which effectively satisfies customers’ needs and provides value for our citizens”.  This is the principal criteria for decisions and actions, and the primary basis for the design and management of organisational systems, policies and practices.

Discussing the policy is Mrs. Beverley Seaton Bernard, Modernisation Specialist in the Office of the Cabinet:

The Government of Jamaica (GoJ) is aware the needs of citizens are changing as they develop higher expectations about the quality, efficiency, and effectiveness of public services. They are committed to meeting those needs and establishing standards for all Government entities to ensure excellence in service quality. 

Improvements in service quality across the public sector will positively impact all stakeholders who utilise Government services, including citizens, investors and business persons. The Service Excellence Policy provides a comprehensive framework within which customers’ needs are satisfied by the Government, as the service provider.

The Government’s Service Excellence Policy was officially launched on Wednesday (July 13) by Prime Minister the Most Hon. Andrew Holness.