Gov’t pushes new strategy to boost public service
The Office of the Deputy Governor has introduced a new strategic framework to advance the Public Service Transformation Programme in the BVI.
This initiative seeks to enhance service delivery and align public service operations with national development goals.
Public Service Transformation Manager Kishann Cupid-Braithwaite highlighted the framework’s role in providing updated guidance for the public service, building upon extensive work completed in recent years.
She emphasised that the document delineates responsibilities across all levels, enabling individuals to understand their roles in the transformation process clearly.
“The Public Service has worked extremely hard over the last few years to become an organisation that delivers World-Class service,” Cupid-Braithwaite stated. “This allows all individuals to clearly see the role they play in the transformation of the Public Service,” she added.
The framework integrates the Public Service Transformation Programme with existing national plans, establishes key methods for advancement, and addresses gaps in organisational development. The programme focuses on four priority areas: Customer Service, Public Administration/Human Resources, Digital Transformation, and Good Governance.
The framework introduces Key Performance Indicators (KPIs) unique to each priority area to monitor and evaluate implementation. These KPIs are designed to uphold integrity, transparency, and accountability standards throughout the transformation process.
In line with the transformation efforts, the Virgin Islands Public Service Learning Institute (VIPSLI) has been established to oversee the training and development of public officers. The institute mandates a minimum of 60 learning hours annually for all civil servants, aiming to equip them with the necessary skills for effective service delivery. Deputy Governor David Archer Jr expressed appreciation for the institute’s development, stating, “It is an incredible feeling to know that more resources are available now for the development of public officers, and, by extension, the transformation of the public service.”
Further supporting these initiatives, approximately 80 public officers have recently completed a Customer Service Training course facilitated by the VIPSLI. The training covered building customer relationships, service standards and behaviours and handling difficult customers.
Director of Customer Service and course facilitator Kedimone Rubaine noted, “By providing public officers with the right tools for their roles, we are preparing and equipping them to be exceptional examples of customer service excellence.”
The mission of the Public Service Transformation Programme is to transform the public service into a high-performing, client-centric organisation that leverages technology, innovation, and a skilled workforce to ensure good governance, exceptional service delivery, and sustainable development.
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Same old, same old. Proper reform would be to cut it in half. Oh wait, Government work is a form of distribution of financial services revenues to the public … Sadly the result is a Government worker mind set in the population …
I would like to see a structured customer service survey attached to every transaction and interaction with public officials. But more importantly, those results must be directly tied to performance reviews. Training alone is not enough—we need to ensure that the mindset shift is real and sustained.
This is an excellent and comprehensive programme, but let’s be clear: the real challenge is not just systems or policies; it is mindset and behaviour. That is where the real change must happen. We have become a culture of “No”—not just in public offices but across private businesses as well. NO and CANT the default positions when trying to accomplish even to most simple task. That default response cannot be who we are.
By linking customer satisfaction directly to performance evaluations, we send a clear message: this is the new standard, and there is no turning back. The people of this Territory deserve a service culture that is efficient, respectful, and solutions-driven.
Also please inspect and eliminate all processes and procedures for the redunancies that make navigating any Government application for ANYTHING impossible. many of the check and balances are obsolete but are still held onto ; most concerns about fraud technology has minimized but we continue to not leverage the advancements. Its ridiculious that nations of millions of people can get some of the applications for many services completed in 24 hours and in a Territory of 30,000 those same processes takes weeks if not Months. Its almost as if we think that if it happens too quickly it is inaccurate or too convenient. Taking the human element out of most processes imporves that process becasue you remove egos and power trips.
Government dept closed for training! How to help the public.
Miss Manager Kishann Cupid-Braithwaite, kindly have some office hours so that persons can come in and vent the frustration of some of these ungodly and unruly public officers. Especially the ones in Immigration. sick ah dem.
AND @ JOBMHN PUBLIC ) IT IS A PLEASURE TO READ YOUR BLOGGS BECAUSE THESE DAYS IT NOT OFTEN WE CAN READ DOMETHING INTELIGRNT , MULY RESPECT TO YOU / THE PROBLEM IS IF THE MESSAGE IS IS UNDERSTOOD AND WILL BE UTILLISED BY THESE SET OF WANNABE POLITICIANS WHO CALLS THEMSELVES ARISTOCRATS , WHO ACTS SO HOLY WITH THEIR ” TRUMP ” MENTALITY
I was hoping this piece would be about promoting public service. For example, all high school children should be required to do x hours of community service. Or, those applying for residency could be similarly required. If your required 1 day of community service per year per work permit, you could get a lot done.
Instead, it’s about civil service procedures-good that they have them- and performance indicators to see how things are going. But who is measuring them? What will they do with poor performers? More training?
SLAVES ALL THIS BUT YET PEOPLE BARELY MAKING 30K A YEAR WHILE THE TOP MAKING 1OOS MAKE IT MAKE SENSE YALL ARE OF THE DEVIL NO GOOD IN YOU