The Director of Customer Service, Ms. Kedimone Rubaine, has launched a quarterly Government customer service newsletter.

The newsletter provides valuable customer service statistics for a number of Government Departments in an effort to increase transparency and allow the public to track improvements in Customer Service. Data such as the number of commendations received by Department, the most-improved Department, and the number of unsatisfactory and satisfactory customer experiences are featured in the newsletter.

Ms. Rubaine said that her goal for the newsletter is to have a dedicated space for the public to receive updates on the ongoing efforts to improve the Government’s Customer Service delivery and experience.

“My role involves the constant, systematic approach to coordinating the delivery of Customer Service to the public. We often encourage the public to utilise our different platforms, such as the Express Pods (happy face devices) and our Rate Us Platform (rateus.gov.vg), which allow you to rate the service you received in any participating Government Department.  However, the public needs to know this data is taken seriously and it has an impact,” Ms. Rubaine said.

“As such, this newsletter will not only increase transparency but also accountability to show our customers that we mean it when we say their experience matters and is taken into consideration when changes are made,” the Director added.

Public Service Transformation Manager, Mrs. Kishann Cupid Braithwaite, explained that the newsletter will help to advance Public Service Transformation.

“Customer Service is one of the four priority areas of the Public Service Transformation programme. Every new addition to the Customer Service framework is welcomed to ensure that we are tackling the subject comprehensively. This newsletter is an excellent initiative that will allow customers to learn how they help shape the customer service experience for the Government of the Virgin Islands.”

The newsletter is published on the Government of the Virgin Islands website and Facebook page and has been sent to all public officers via email. Members of the public who wish to join can visit bvi.gov.vg/csnewsletter to register.