Ministry of Local Government to Improve Customer Service with Training from Digicel
With a focus on improving the standard of customer service in public sector entities across the island, the Ministry of Local Government and Community Development is set to embark on an extensive customer service training programme which will be delivered by telecommunications company Digicel.
Digicel and the Ministry of Local Government and Community Development therefore signed a memorandum of understanding (MOU) at a press conference held at the Ministry’s office on Hagley Park Road earlier this morning.
The MOU will see members of Digicel’s award-winning Customer Care team deliver training to over 220 staff from the Ministry, its agencies as well as local authorities.
Noting that Digicel was approached because of its exemplary customer service ethos, Minister of Local Government & Community Development, Hon. Noel Arscott said, “I do not think we could have chosen a better entity to partner with for this training programme. Digicel’s customer service is exemplary, and it is only fitting that we learn from the best.”
Since the start of the year, the telecommunication company has won top awards in customer service.
Digicel Group received the award for ‘Best Consumer Service Innovation’ at the annual Global Telecoms Business Innovation Awards 2015 held in London; more recently, at the national level, Digicel Jamaica won the Private Sector Organization of Jamaica (PSOJ)/Jamaica Customer Service Association (JaCSA) Service Excellence Award for top quality service and customer care.
“It is very rewarding and encouraging for us as a brand, when our efforts are recognised by public sector institutions like the Ministry of Local Government and Community Development, noted Digicel’s CEO, David Butler who was also present at the MOU signing.
“Digicel is committed to building and fostering a culture of service excellence across all our touch points and we are happy to see that the public sector shares this vision,” Butler continued.
Partnership between the public and private sector
Butler also added that, “For any country to grow and become competitive in this global marketplace, then the private and public sector must work together. Digicel is therefore very excited about this training initiative and we look forward to the remarkable results that this partnership will deliver.”
The training will be done over three modules – customer service skills, telephone etiquette and front office procedures/face to face communication. The Ministry will conduct surveys periodically to measure progress and use the data to guide the deployment of new strategies to achieve its desired results.
The first workshop will be held on June 3, 2015 with the training of the first cohort of participants from the Ministry. The programme is expected to be completed by August 31, 2015.