KINGSTON, Jamaica – All State agencies must have service excellence systems in place to enhance the quality of service given to the public, says Minister of Tourism Edmund Bartlett.

Delivering the keynote address at the 2023 Public Sector Service Excellence Awards ceremony, held on Wednesday at the Spanish Court Hotel in New Kingston, the minister said this is critical and is a “fundamental pillar of a thriving society”.

“When a country guarantees service excellence, it establishes a strong foundation for economic growth, social progress and advancement,” the minister said, emphasising that the provision of “exceptional service” to its citizens, businesses and visitors “can attract investments, stimulate productivity, and enhance global competitiveness”.

Bartlett added that quality service by organs of the State builds social well-being and ensures quality of life for the population, while enabling access to essential services such as healthcare and transportation.

He said the end results are an improved standard of living, and the creation of an equitable society, and “this fosters, in turn, social cohesion and reduces inequities”.

The minister emphasised that quality service delivery is a “crucial element” for sustainable development, as it fosters confidence and trust between citizens and those in State institutions, noting that “trust is the bedrock of a strong society”.

“It is the hallmark of a nation’s commitment to progress and prosperity. Countries seeking expansion to new markets are more likely to choose countries with a reputation for excellence in service delivery, because efficient and reliable service minimises operational risks, and fosters a favourable business environment,” the minister said.

The Ministry of Agriculture, Fisheries and Mining won the top award –The Service Excellence Award, while the National Health Fund (NHF) won four awards – The Digital Innovation and Modernisation Award, The Customer Service Experience Award, the Operational Excellence Award, and the Diversity and Inclusion Award.

Two awards went to the Registrar General’s Department (RGD) – The Customer Engagement Award, and the Public Education and Communication Award. The Ministry of Finance and the Public Service won the Website of the Year Award.

The Public Sector Service Excellence Awards seek to recognise organisations that have demonstrated a strong commitment to the promotion and implementation of improvements in key service delivery areas.

-JIS