FOR IMMEDIATE RELEASE
29 January, 2015
Public Services Improve Service Delivery Trinidad and Tobago Diamond Standard Successfully Implemented
The Trinidad and Tobago Diamond Standard (TTDS) Certification Programme is a nationally recognised certification system that establishes clear standards for, and certifies the quality of service delivery provided to the citizenry by agencies and ministries across the Public Service.
On 21st January 2015, eleven public services (11) were awarded the Diamond Standard for excellence in delivering public services to citizens and other client groups. These services are based on the sectors defined in the National Performance Management Framework and include Crime, Law and Order; Healthcare; Poverty Reduction; Human Capital Development; Agricultural & Food Security and Economic Growth, Job Creation, Competitiveness and Innovation.
From registration of the service to the award of certification, the journey to Diamond Standard takes between nine (9) to twelve (12) months to be completed. There are three (3) main phases of the programme and at each step of the way the Ministry of Public Administration works along with the service, guiding and assisting the service improvement process.
To achieve the Diamond Standard, services closely examine how efficiently they are providing the services they offer, auditing every single step in their service delivery process. This analysis provides critical information about how they can improve the efficiency and effectiveness of those processes, and better respond to the demands of their clients – the citizens of Trinidad and Tobago.
The first phase of the programme focuses on developing a Customer Service Charter and service improvement planning. The providers of the service and the clients (or citizens) are both involved in this development process. Phase two concentrates on implementing service improvements, and closely monitoring performance and delivery. In the final phase, an exhaustive assessment is conducted on the Service Improvement Plan to determine whether there is a need for adjustment of service standards and monitoring arrangements. The successful organisations are awarded Diamond Standard Certification. This certification will be valid for three (3) years following which services will be required to re-apply for certification. Should a service fail to maintain the required standards of service delivery, certification can be withdrawn at any time.
The Honourable Carolyn Seepersad-Bachan, Minister of Public Administration, praised the implementation of the programme saying: “We have an opportunity in the public service to improve the way we deliver services and to embed an ethos of providing citizens with the services they need and the respect they deserve. The Diamond certification programme plays an important role in this process by setting the standard for service delivery excellence."
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