In April of this year, CARICAD formalised the establishment of a consultative forum of Operational Focal Points (OFPs). The Focal Points were established to work in each CARICAD member state under the authority of the CARICAD Director for the member state to undertake the tasks shown below: 1. Function as the primary point of contact in-country for the CARICAD Secretariat on operational matters (non-strategic and non-governance) 2. Be the main source of information about the operational details of public sector transformation programmes and projects that are taking place in their respective countries 3. Undertake appropriate follow-up action on behalf of the Board member to ensure timely payment of country contributions and any other payments 4. Disseminate information about CARICAD to all relevant officials and stakeholders on a continuous and project by project basis 5. Lead initiatives to promote the work of CARICAD through the mass media based in-country 6. Submit requested or required information to the CARICAD Secretariat in a timely manner 7. Liaise with relevant persons to organise and manage national consultations in relation to CARICAD and its work 8. Provide reports and updates in the agreed manner to the CARICAD Secretariat On October 5th, on the initiative of the OFPs, three presentations were made via video conference on major Public Sector Transformation in three CARICAD member states – Belize, Montserrat and Suriname. Below is a synopsis of the major issues presented by each of the Focal Points. B E L I Z E Focal Point Freya August, described an ongoing initiative in promoting excellence in Customer Service in Belize using a holistic approach with objectives: 1. To reward in-service public officers for their commitment and achievements Belize’s Focal Point Freya August (Photo: The San Pedro Sun) Critical targets identified by Freya August: 1. By 2017 the first annual report on compliments and complaints handling in the Public Service will be published and circulated 2. By 2018, nominations for the service excellence category of the Public Service Recognition and Meritorious Awards will increase by 100% 3. By 2019, all ministries and departments will develop and implement service improvements plans 4. By 2020 all key public-facing public service offices will have improved customer service processes based on streamlined systems and 6 use of ICTs 5. By 2020 public officers will be trained in customer care and/or service management and dealing with complaints effectively The programme has recently been launched and has achieved several milestones including the development of an operational plan, front line training with impact assessment using the mystery calls principle and are in the process of establishing an awards programme for public officers. 2. To motivate employees, build morale, and influence a positive shift in organisational culture that can contribute to improved productivity, service quality and citizens and customer experience.
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