Ministry of Labour striving for greater efficiency

Labour and Social Security Minister Pearnel Charles Jr says the quality of service offered by the ministry is to be improved through the establishment of a contact centre as part of the thrust to provide greater efficiency.

"This is being undertaken to ensure that how we respond to persons nationally is more effective and efficient," explained Charles, who made the disclosure while addressing citizens during a Programme of Advancement through Health and Education (PATH) town hall meeting, which his ministry hosted at the Montego Bay Cultural Centre in St James last week.

Charles, who was responding to concerns raised regarding customer service delivery at the ministry's parish offices, said the contact centre will also form a part of a project aimed at transforming the ministry.

"We have a project that focuses on innovation and transformation and speaks directly, in its first phase, to customer service. The delivery of service is a significant element of what we intend the transformation to be," explained Charles.

To ensure that the contact centre meet its mandate to the public, Charles said clients and staff at the ministry will be surveyed to identify issues and potential solutions. He also stated that training is necessary to ensure consistency in how clients are treated, adding that the introduction of the tools and technology is also necessary for the delivery of service.

"We found that, sometimes, even our own staff members are frustrated with how they must deliver the service because of the deficiencies in the technology," said Charles.

Colette Roberts Risden, the permanent secretary in the ministry, said training for the contact centre will commence next week. She sought to assure citizens that the ministry will be piloting a new brand of customer service.

"When you come into our offices, you will be greeted by someone who is identifiable and pleasant in collecting your information. We recognise the issues, and I want to assure you that we are working on it," said Roberts Risden. "This is not just talk; we are actively working on it. Of course, change takes a little bit of time, but we are working on it."