The newsletter credits Ms. Kedimone Rubaine, Director of Customer Service, for announcing the initiative. The framework is being stewarded by Mrs. Kishann Cupid-Braithwaite, the Public Service Transformation Manager, who emphasized its role in defining responsibilities and goals across all levels of the public service.

Public Service Transformation: Q1 2025 Highlights

The first quarter of 2025 marks a significant step forward in the Virgin Islands' journey towards a world-class public service. The newly launched Strategic Framework for Public Service Transformation outlines a clear path for enhancing customer service, public administration, digital transformation, and good governance.

Key Developments:

• Strategic Framework Introduction: The framework provides updated guidance on the Public Service's current position and future development, emphasizing the roles and responsibilities at all levels to achieve collective goals.
• Performance Monitoring: Key Performance Indicators (KPIs) have been established for each priority area to monitor and evaluate progress, ensuring transparency and accountability in the transformation process.
• Customer Service Enhancements: The Customer Service Care Centre continues to serve as a central point for government-related inquiries, offering services such as appointment bookings, call handling, and email responses, thereby improving the overall customer experience.
• Public Engagement: Initiatives like the "Rate Us" platform encourage public feedback, fostering a culture of exceptional customer service and holding public officers accountable.

As we move forward, the focus remains on building a high-performing, client-centric organization that leverages technology, innovation, and a skilled workforce to ensure good governance and exceptional service delivery.

Click below to read the full Q1 newsletter and learn more about how we’re serving you better!

The framework builds upon four key pillars of transformation:

• Customer Service
• Public Administration / Human Resources
• Digital Transformation
• Good Governance

It clearly defines expectations, roles, and responsibilities to help guide public service development and enhance service delivery.

The framework establishes Key Performance Indicators (KPIs) tailored to each transformation pillar. These KPIs are intended to monitor progress, ensure accountability, uphold transparency, and support ongoing evaluation and improvement across public service operations.

Public Service Customer Service Newsletter (April – June 2025)

The second quarter of 2025 was filled with exciting progress in customer service across the Virgin Islands Public Service. In this issue, we celebrate excellence with the Customer Service Star Membership Club Pinning Ceremony, where outstanding officers were recognized — including Ms. Abbarah Brown, recipient of the 2024 Stephanie Benn Award for Customer Service Excellence.

Readers will also find:

• Updates on customer feedback through the Rate Us platform and Express Pods.
• Highlights from the launch of the new Virgin Gorda Customer Service Care Centre, expanding services to the Sister Islands.
• Key customer satisfaction trends and how your feedback is helping us improve.
• A spotlight on our SAFE Service Standards, focusing on Authenticity this quarter.
• Upcoming activities, including Customer Experience (CX) Day 2025.

The newsletter showcases our ongoing journey to build a modern, people-centered Public Service — one that listens, improves, and serves with care.

 Click below to read the full newsletter and learn more about how we’re serving you better!

The newsletter highlights the continued progress in transforming customer service within the public service. It emphasizes the government's commitment to enhancing service delivery and public sector efficiency.

The newsletter outlines several initiatives aimed at improving customer service, including:

• Enhanced training programs for public officers.
• Implementation of new technologies to streamline services.
• Introduction of feedback mechanisms to gather public input and make necessary adjustments.