Gov’t to implement customer service charters in 2025

The British Virgin Islands (BVI) is set to enhance accountability and service delivery within its public sector with the reintroduction of customer service charters in 2025.

Kedimone Rubaine, Director of Customer Service, explained that the service charters are written documents outlining standards and expectations for customer service across government departments.

Speaking recently with the Government Information Services (GIS), Rubaine said the initiative is part of broader efforts to transform the public service.

“We are going to reintroduce them early in 2025, and they’ll be accessible for every department on the government website and in a central location as well,” she stated.

Introduction of mystery shoppers

Each service charter will allow departments or offices to set individual guidelines and standards that employees must follow. Additionally, the charters will list all members of staff, making them the only public documents to do so.
Rubaine also revealed plans to boost training opportunities and improve accountability through “mystery shopping” exercises.

These exercises will monitor customer service standards while providing feedback to enhance performance.

This initiative coincides with the Virgin Islands Public Service Learning Institute’s (VIPSLI) recently announced plans to elevate customer service through a partnership with the Caribbean Examinations Council (CXC). The partnership will create a specialised course for public servants, slated for launch in 2025.

The government has committed to building a world-class public service under the leadership of Premier Dr. Natalio Wheatley. Earlier this year, the administration rolled out and completed its Public Service 101 course, aimed at equipping government workers across the territory’s four main islands with essential skills and knowledge.

VIPSLI continues to play a pivotal role in training and developing public officers, ensuring they are prepared to meet the demands of a modern, efficient public service.