CNS Local Life
Deputy Governor Franz Manderson

(CNS Local Life): Deputy Governor Franz Manderson, in addressing the recent annual conference of the Cayman Islands Society for Human Resources Professionals Association (CISHRP), pointed to improved grades for customer service for government workers dealing with the public. At the “Connecting the Dots” conference held Friday, 31 May, Manderson, who heads the civil service, said that last year 94% of the more than 225,000 customers who were served by government departments said they had either a “positive” or “very positive” experience.

Manderson explained that levels of customer satisfaction are being measured via “Happy or Not” customer feedback terminals, stated a press release. He told delegates that these devices were placed in departments with the highest amount of foot traffic, with levels of satisfaction above 90% attributed to both increased training and empowerment of front-line staff; and to prioritising employee engagement.

He added that these developments were having “positive impacts on customer service, employee wellbeing and organisational performance”, the release said.

Manderson’s presentation at the conference, “Our Employees are our Greatest Asset,” included the results of the Civil Service Engagement Survey 2018, which showed:

■ A 72% response rate (more than 2,800 staff participated) compared to 61% in 2017

■ The Engagement Index improved by 3% to 70%

■ All nine themes driving engagement showed an overall increase in positive responses

“I am confident that we are capable of becoming a world-class civil service, and our work to measure employee engagement and customer satisfaction allows us to track progress and identify ways to continually improve,” Manderson said. “Honest feedback from our employees and customers provides critical information about how we can support change and improve our organisation.”

Also attending the conference was Portfolio of the Civil Service Chief Officer Gloria McField-Nixon, who was a panelist on a discussion about intrapreneurship. She highlighted examples of where civil servants, from law enforcement to auditors to front line service ambassadors to human resource personnel, were devising ways to innovate government services and deliver value to both internal and external customers, the release stated.

See results of the Civil Service Engagement Survey 2018 here