Mystery shoppers to spot-check public service delivery in 2025- Director of Customer Service
As such accountability will take center stage in the New Year with the reintroduction of service charters, Director of Customer Service Ms Kedimone Rubaine revealed during an end-of-year update with Acting Communications Officer Eusa Z. Adams.
It was explained that the document outlines service expectations for each department, and will be accessible online and in central locations.
According to Ms Rubaine, "Service charters are foundational to who we are as a public service. They ensure transparency and allow customers to understand the standards they can expect."
She also outlined that the government's use of Express Pods and RATOS (Real-time Automated Tracking of Online Services) has provided valuable insights into customer satisfaction.
In 2024, she cited that Express Pods, placed in various government offices and ports of entry, revealed a 70 percent satisfaction rating across 12 participating departments. The goal she said is to reach the global gold standard of 80 percent.
"Seventy percent is acceptable, but we aim higher. These tools allow us to identify patterns and make informed adjustments,” she said explaining that RATOS continues to expand, with 32 departments now utilizing the platform.
"We’ve received over 720 pieces of feedback this year alone; each complaint is thoroughly reviewed, and we engage both customers and public officers to ensure accountability and improvement,” she said.
Training
Meanwhile, one of the most anticipated developments for 2025 is the introduction of a Customer Service Certification Programme through the Caribbean Examinations Council (CXC).
"This certification is a big deal," Ms Rubaine asserted saying, "We are working with the Virgin Islands Public Service Learning Institute to ensure this is a reality. It will provide public officers with professional qualifications and elevate our service standards."
The certification is part of a broader training initiative and Ms Rubaine noted that over 150 public officers underwent customer service training in 2024,
Ms Rubaine, who delivers these sessions explained, “Our training manual focuses on five modules, including dealing with angry customers, body language, and service behaviours. These are practical skills that officers can apply immediately in their roles."
Ports of Entry
Additionally, recognising the importance of first impressions, the government has begun revamping customer service at the territory's ports of entry. "We’ve created scripts to guide our port officers in striking the right balance between security and hospitality,” she disclosed.
Ms Rubaine explained, “When visitors arrive, they should feel welcomed and assured that the BVI is the place to be."
Looking ahead, the government also plans to introduce "mystery shopping" exercises to assess service quality anonymously and while details of this, and other initiatives remain under wraps, Ms Rubaine assured the public that there is more to come. “We are just getting started,” she said.
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10 Responses to “Mystery shoppers to spot-check public service delivery in 2025- Director of Customer Service”
Transparency , should be, the order, of the day!