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Gov't reports of 'improvement in customer satisfaction' across various depts

The Customer Service Care Centre was one of the top five offices receiving the overall most commendations during the first half of 2024. Photo: GIS/File
The newly released Mid-Year Review Edition of the Government’s Customer Service Newsletter highlights an improvement in customer satisfaction across various Departments, when compared to the first quarter of 2024 and features statistics collected through the RateUs platform. Photo: GIS
The newly released Mid-Year Review Edition of the Government’s Customer Service Newsletter highlights an improvement in customer satisfaction across various Departments, when compared to the first quarter of 2024 and features statistics collected through the RateUs platform. Photo: GIS
Director of Customer Service, Ms Kedimone Rubaine said that the improvements being seen in customer service are a direct result of the determination of the Public Service to become a world-class organisation. Photo: GIS/File
Director of Customer Service, Ms Kedimone Rubaine said that the improvements being seen in customer service are a direct result of the determination of the Public Service to become a world-class organisation. Photo: GIS/File
ROAD TOWN, Tortola, VI- The newly released Mid-Year Review Edition of the Government’s Customer Service Newsletter highlights an improvement in customer satisfaction across various Departments, when compared to the first quarter of 2024 and features statistics collected through the RateUs platform.

The release of the Mid-Year Review newsletter follows the introduction of a Customer Service Experience Framework for the Public Service in June. The Framework outlined the Government’s Service Standards and Behaviours, which provides public officers with guidance for day-to-day interactions and managing client relationships.

This edition of the Customer Service Newsletter also recognises the top five offices receiving the overall most commendations during the first half of 2024 as the Ministry of Education, Civil Registry and Passport Office, Inland Revenue, Department of Motor Vehicles and the Customer Service Care Centre.

'We are striving daily to serve the public better- Kedimone Rubaine

According to a press release from Government Information Service (GIS), Director of Customer Service, Ms Kedimone Rubaine said that the improvements being seen in customer service are a direct result of the determination of the Public Service to become a world-class organisation.

Ms Rubaine said, “Over the past few years, we have taken a targeted approach to the improvement of customer service. From my appointment as the first Director of Customer Service, to the implementation of guiding frameworks, tracking tools and an increased availability of training opportunities, the Government of the Virgin Islands continues to invest in this critical component of service delivery.”

She added, “This consistent improvement that we have seen is due to the collaborative approach that all 2500+ public officers have adopted. As one Public Service, we are striving daily to serve the public better.”

As a priority area within the Public Service Transformation Programme, the press release continued, customer service remains a primary focus for the Government of the Virgin Islands. This year, the Office of the Deputy Governor has placed strategic focus on the advancement of customer service. This is driven by a vision to deliver dynamic, exceptional and world-class customer service.

The public is encouraged to rate the service they receive at Government Offices using rateus.gov.vg.

15 Responses to “Gov't reports of 'improvement in customer satisfaction' across various depts”

  • Anonymous (27/09/2024, 08:09) Like (19) Dislike (1) Reply
    More fake news the service is just horrible and moral is low
    • @Anonymous (27/09/2024, 12:18) Like (3) Dislike (0) Reply
      That is a blatant LIE. As a resident with no ties to the government, I can confirm based on my interaction with the customer service reps that their customer service has improved significantly. Stop spreading propaganda about what you know nothing of.
    • Mary (27/09/2024, 12:36) Like (1) Dislike (0) Reply
      Horrible service especial coming from some senior officers. Needs serious attention.
    • Test Case (30/09/2024, 15:09) Like (0) Dislike (0) Reply
      Walked in and got a new Belonger card right on the spot!!!!
  • smh (27/09/2024, 08:17) Like (16) Dislike (0) Reply
    I applaud the Director for all her efforts and collaboration , but there are still some civil servants that are not fit to deal with customers period. Their personalities, attitudes, and demeanor are extremely terrible. No one has to greet another with a smile, but being courteous and respectful plays a great role in promoting excellence in Customer service and management.
    • True but ... (27/09/2024, 09:49) Like (3) Dislike (0) Reply
      Very true but I have seen some efforts and I believe recognizing the issue is a big first step and should be applauded. This is a long standing deep seated behaviour and the fix will not happen overnight .As long as there is identifiable incremental and continual progress we will get there. Credit must be given to the Premier for making it a focus.
  • WHAT!!! (27/09/2024, 08:38) Like (9) Dislike (2) Reply
    Who has seen an improvement in service ?
  • They need survey Immigration and Labor (27/09/2024, 09:56) Like (10) Dislike (1) Reply
    She need to go down immigration and Labor and see how they talk and deal with people
    • Looking good (27/09/2024, 11:33) Like (6) Dislike (1) Reply
      not there alone..go to port purcell customs and treasury ,,they are pigs there..especially a new one there
  • What did (27/09/2024, 14:08) Like (5) Dislike (0) Reply
    I just read here ????
    Immigration will never ever be nice or speak to individuals properly they are rude disrespectful and makes ppl feel like they are worthless
  • Online survey (27/09/2024, 14:10) Like (6) Dislike (0) Reply
    Put an online survey where we can give ratings on each divisions
    We can give names of persons etc that we may have encountered as rude disrespectful and out of place and or abusing their jobs
    • Great Idea (27/09/2024, 16:12) Like (0) Dislike (0) Reply
      This is an execellent Idea , I would leave out the actual names of individuals because it could be seen as a form of harrasment but by identifying specifics dept. it owuld go a long way in correcting the behaviours.
  • HMMM (27/09/2024, 16:06) Like (1) Dislike (0) Reply
    Are they at work on time and taking just 1 hour lunch?
  • TORTOLIAN (27/09/2024, 16:34) Like (0) Dislike (1) Reply
    Invest in a survey system where the customer can hold on for a few seconds after dealing with the representative and give a rating from 1 to 5. While some people will be vindictive and don't give a good score most people would be honest and it will let management know who their stars are...if many people are saying they were not satisfied with the service after the interaction then that should tell you some thing about that particular representative...... just track the responses and once the representatives know that they are being tracked you will see a huge difference. There is really a bad customer service environment in most public offices. Good luck
  • Really? (28/09/2024, 09:45) Like (1) Dislike (0) Reply
    These findings are laughable. So you ask 10 people who are all your cousins and they told you things got better? Child please. You can’t even get personnel to open some of these departments on time, or get them by phone to ask a simple question. PLEASE stop wasting our time and get all government personnel some Professional Development!


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