The Customer Service Experience Framework initiative has made marked strides to improve public service delivery over the past year. Photo: Internet Source

Ms Kedimone Rubaine, Director of Customer Service at the Office of the Deputy Governor said it is important to have conversations about customer experiences. Photo: Facebook/Government of the Virgin Islands

Key among them is the completion of a comprehensive guide, aimed at standardising and enhancing customer interactions at government departments and agencies across the Territory.

This is according to Ms Kedimone Rubaine, Director of Customer Service at the Office of the Deputy Governor, during an end-of-year (2024) update with Acting Communications Officer Eusa Z. Adams.

Ms Rubaine said when it comes to fair and high-quality service delivery, “It’s important for us to have a conversation around it [customer experience].”  The conversation is to ensure there “is never a moment that you approach a government department for a service and you feel you are treated unfairly or receive service that is not up to par to our standards," she added. 

The framework, described as a “living, breathing document,” outlines service standards and behaviours that public officers should adhere to, ensuring consistency and professionalism in customer interactions.

Informed Consumer

The Experience Framework also helps "our customers understand what they should expect from us as well; so in reality, we have formalised these expectations,” Ms Rubaine said.

Elaborating further she said this also entails phone etiquette and the treatment of people continuing, “We have formalised these things into a framework that is not a standstill document, [and] it’s going to evolve as time evolves."

According to Ms Rubaine, the initiative is not merely about setting guidelines but creating a sustainable foundation for customer service that will benefit both service providers and recipients for years to come, affirming, “these steps to formalise information, instructions, guidance is important because it allows you to set something in stone that the public service can live on today."