Government workers get high marks for customer service

| 10/06/2019
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

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Category: Civil Service, Local News

Comments (22)

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  1. nauticalone says:

    CIG pensions for those who joined after 2001 (defined contribution) and were / are over 40 years old are in for a rude awakening. The pension is wholly inadequate! People on poor relief / indigent care are getting more.

    • Anonymous says:

      Pension is going to be inadequate for most people int he Cayman Islands. Government 12% or private 10% is irrelevant. Both employers (CIG & Private) are expecting the public purse (poor relief) to provide the extra their ex-employees will need to live on in their old age.

  2. Anonymous says:

    CNS, what happened to the story headlined, ‘Civil servants unhappy with pay and benefits’?

    I was going to post a comment there suggesting that if they didn’t like public sector employment they should try the private sector where they’d actually have to work to earn their salaries.

    CNS: It had a different headline on the other site. I think one thing we learned today is that that is too confusing. Sorry.

  3. Anonymous says:

    Thank you civil service you made my life better. I got my passport in a day. Because of the civil service I was able to see my son graduate. i forgot to get my passport renewed. But CIG came to the rescue.

    Don’t pay attention to the jealous posters. We have seen the huge improvement.

    • Anonymous says:

      2:44 pm, you must have got a temporary passport , for its takes 4 to 6 week to get a new 10 year Passport from England. England prints all Cayman 10 year passports now, we are not allowed to print our own like it was years ago.

  4. Anonymous says:

    If there wasn’t over employment of the civil service, then yeah everyone would be making more money. Do 75% of the job, get 75% of the market pay.

  5. Anonymous says:

    Shame you can’t give feedback on those offices that do not provide customer service. Unanswered emails, unanswered phones, no return calls and basically just not doing the complete job.

  6. Anonymous says:

    A CIG Financial Accountant earns between 4800 and 6500 a month. a CIG Office support Assistant earns between 2800 and 3800 a month, a CIG Personal Assistant earns between 3400 to 4600 per month. even if you add the pension benefit of about 10% and health of another 10% to 15% it is nowhere near a similar job in the private sector , and the required qualifications are the same.

    Further, the disparity between CIG salaries and private sector are worse if you look at the professional groups such as lawyers, doctors, accountants …

  7. Anonymous says:

    How are Civil Servants not happy with their benefits?? You all get free healthcare for yourselves and immediate family and you also do not contribute to your pensions. That right there is a saving’s of several hundred dollars more or less per month, depending on your salary and family. Yes, we all know you’re subjected to HSA because of CINICO which offers crappy service, but you get what you’re paying for (pun intended) #ungratefulmuch

    • Anonymous says:

      1) We know what we’re worth.
      2) We do pay our half of the pension.
      3) That’s not ‘free’ healthcare. That’s the cost being part of our remuneration package.

      Sounds like you need a better employer. #hater

      • Anonymous says:

        1:27 pm when u joined the civil service, you was quoted a certain salary, and that was what you took home, right, if it had been the private section pension and medical would came out of you wages monthly, so your take home wages would been less. In the meantime try to get to work on time, answer the phone and no eating at 9 am, ok.

  8. Anonymous says:

    Salaries are not that great for some of the Civil Servants who have been there for years.

    It is way under the $3800. That Premier Alden McLaughlin said that most civil servants are making.

  9. Anonymous says:

    I am so impressed with our civil service. I visited the post office recently and the high level of customer experience was amazing. Even DVDL has improved.

    Can we get the private sector to install the happy or not terminals. I would really like one at our banks and telcom companies.

    • Anonymous says:

      How about an independent check of the wiring on those happy terminals? I reckon all those wires running to one place.

  10. Incredulous says:

    Service at the airport from Customs and immigration has improved, but elsewhere the many comments on this forum reflect the reality.
    I find it hard to believe that 94% of customers gave a positive rating, how can we be sure that it is customers inputting the ratings.
    One thing we can be sure of is that civil service managers are quick to pour praise upon their own shoulders.

  11. Anonymous says:

    The headline does not point to the right article. We want to talk about the civil servants not happy with their generous benefits not their ridiculous self-congratulatory survey

  12. Anonymous says:

    This is absolutely amazing. I have witnessed the improvement in customer service and often press the green button especially at the airport.

    Can’t wait to see the negative posters spin on this. Stats don’t lie.

    When compared to the private sector and most SAGC’S civil servants salaries are still well below the norm.

    I applaud the PPM for giving the pay rises. More and more I think about joining the civil service.

  13. Anonymous says:

    just read any recent report regarding the civil service….zzzz
    then also read miller shaw or ey reports…
    civil service is a sick joke….

    • Anonymous says:

      7:10 stop being Jealous!! Yes I am very proud civil servant .

    • Anonymous says:

      Miller report was 50 million years ago. Do you think you should be graded based on what you did when you were 10 years old or 5 years old? Didn’t think so. All the negativity is coming from people like you not the Civil Service.

      • Anonymous says:

        Besides Miller/Shaw was a hack job. Still waiting for this or any of the other sycophants to explain the MS tourism graph.

  14. Anonymous says: