Remarks at Presentation Ceremony

Remarks at Presentation Ceremony – QEH – 02-04-18
Presented by Director(ag.) – Office of Public Sector Reform

Madam Chairperson, Hospital Director, Mr. Vancourt Rouse, course coordinators (Mrs Evans and Mrs. Beckles) Mrs. Haynes – Mrs. Ward – Mr. Best – Participants – invited guests. I am very pleased that my Office of Public Sector Reform (OPSR) has been able to play a meaningful role in this training course. Mrs. Ward a Management Development Officer with OPSR was persistent - with my support - in ensuring that funds were secured for this training when things were looking ‘brown’. I wish to acknowledge her efforts for so doing. Lt Col Edwards and Mr. Lionel Weekes also played pivotal roles in having funds released. I also wish to acknowledge the continuing sterling work of Mrs. Marjorie Clarke with the Employee Assistance Programme.

From time to time you hear that nothing is happening in Public Sector Reform and I want to address this briefly during the next five to ten minutes so please bear with me. You may find it interesting.

What is public sector reform?
Public sector reform is an on-going process designed to make Barbados more competitive, to develop a more results-oriented public sector in order to get maximum benefits for all resources and to bring about greater productivity and an improved quality of life.

What is the role of the Office of Public Sector Reform?
The Office of Public Sector Reform performs a facilitatory/advisory role in promoting and developing public sector reform initiatives. It works in close collaboration with Ministries and Departments.
Areas of activity in which the Office is primarily involved are:

a) developing strategic plans
b) conducting organisational reviews
c) reviewing/upgrading of systems
d) managing the Employee Assistance Programme
e) establishing Internal Reform Committees
f) communicating public sector reform initiatives
g) assisting in developing and implementing reform initiatives – including coordination of training programmes

What is a public sector reform initiative?
A public sector reform initiative is a programme, project or activity which seeks to improve the delivery of public services to the general public, specific organisations or sectors.

What have been the successes of the Office in the area of Public Sector Reform?
Since its inception in 1997 the Office has assisted in developing 14 strategic plans, conducting 13 organisational reviews, upgraded and reviewed systems at 24 agencies and assisted in establishing over 40 Internal Reform Committees. At the end of March 2002 the Employee Assistance Programme had provided individual counseling to approximately 700 public employees
Four (4) service agencies have been assisted with their customer service programmes (main components being the development/improvement of service standards and customer service training) and a general Airport Customer Charter is being developed. Two additional courses in Customer Service skills have been added at OPSR’s request for Oct. 2002 and Feb. 2003. I note that Mr. Rouse will speak on the importance of Customer Service during his address and my Office recognises this importance. It is also very important however that the needs of the internal customer be satisfied.

Other successes have been the publication of a quarterly newsletter “Challenge to Change” – circulation 5000. The establishment of a website on which is feedback is being requested prior to official launch – the site is www.opsr.gov.bb
In addition to the above a number of manuals and publications have been compiled:

- Guidelines for Development of Strategic Plans (printed/circulated)
- Guidelines for Development of Internal Reform Committees (printed/circulated)
- Guidelines for Organisational Reviews (being printed)
- Brochure – “General Service Standards for Routine Situations” – (being printed)
- Complaints Procedure Manual & Form (being revised for printing)
- Guidelines for developing Customer Charters – (being revised for printing)
- Directory of Services of Ministries/Departments (being developed)
- A FACT SHEET of OPSR’s successes, plans and an overview of PR initiatives in general has been compiled and mailed to PSs – Heads and key persons in the private sector – unions – call-in moderators and the media. A copy is being compiled for general distribution.
- A Contact List of all PSs and Heads of Depts was also compiled and e-mailed along with the Fact Sheet.
- A monthly column on Public Sector Reform has been arranged with the Advocate and the Nation has also been requested to carry our articles. These articles will highlight the work being accomplished in various ministries and departments and their roles.
- Furthermore regular meetings are being conducted with our social partners and other key individuals to get on-going feedback on our plans and activities for improvement. We also get feedback at our presentations to groups attending courses sponsored by various agencies.

What have been some other major successes in general?

Ministries and Departments were requested (August 2000 and January 2002) to forward a list of their reform initiatives to this Office. At the end of March 2002 approximately 190 reform initiatives were reported. A number of major and/or meaningful ones were selected from amongst those submitted for attention . I will mention a few of these.

Electoral Department – There has been computerisation of a number processes – national ID cards are being specifically formatted for disabled persons.
Ministry of Finance – Establishment of Poverty Alleviation Committee
Auditor General – Value-for-Money Auditing introduced
Inland Revenue – Fully integrated computer system installed – measures introduced to improve customer service e.g. information booths, suggestion boxes, customer service area, outreach programme etc.
Customs Department – Reform and modernisation programme introduced – Implementation of Accounts Holders Module to expedite clearances – Computerisation of Central Reports Office etc.

Ministry of Civil Service – There has been the Conversion of Casual Workers to Public Workers – on-going Job Evaluation and Reclassification of Posts – Computerisation of HR functions – using Smart Stream – Policy framework for New Public Service Act – Development of new Performance Review and Development System – Development of Comprehensive Qualification Order.

Immigration Department – Improvement in Passport section due to wider delegation of authority. Issue of passport forms at travel agencies and post offices. Improvements in issue of work permits. Airport clearance time improvement.

Ministry of Labour – Establishment of Manpower Research and Statistical Unit – Piloting of Labour Legislation e.g. Employment Rights Bill, Health and Safety Bill, Sexual Harassment in Workplace Bill, Trade Union Recognition Bill.

National Human Resource Strategy being developed.

National Insurance Office – Pension Reform Programme underway – Legislation being reviewed.

Ministry of Education – Introduction of Flexible Transfer Policy – Introduction of Criterion- Referenced tests in Primary Schools (to identify skills defiencies) – Parent Volunteer Support Service (recruits parents to assist teachers) – Edu-Tech Programme – designed to introduce students to computer and technological skills.

Ministry of Foreign Affairs – Flexible working hours introduced – Computer network installed that links local office with ten (10) overseas missions and the Immigration Department (improves passport processing and expedites other communication needs)

Barbados National Standards Institution – Development of Quality Control Standards and associated legislation.

Ministry of Industry and International Business - Enabling Environment for Private Sector Investment (EPSI) - project set up to facilitate potential investors.

Corporate Affairs and Intellectual Property Office – Upgrade of computerised system including acquisition of specialised “off-shore registry’ software to facilitate speedier searches of records. General streamlining of operations – installation of trademark software designed by World Intellectual Property Organisation.

Barbados Investment and Development Corporation – Development of an Incubator Centre for Small Business. Development of Corporate and E- commerce websites.

Ministry of Tourism and International Transport – Development of Draft Tourism Policy in a participatory manner. Development of a “Policy Framework for Sustainable Development of Tourism in Barbados.”

Ministry of Public Works and Transport – Customer care programme introduced. Re-organisation of Goods and Private Vehicle Section to expedite transactions. Provision of Hotline facility. Printing of Information brochures, setting up of suggestions boxes etc.

Ministry of Health – Establishment of Programmes addressing areas of Quality Assurance – Customer Relationships and Community Outreach. OPSR officers are presently conducting organisational reviews at four (4) polyclinics – Glebe – Black Rock – Six Roads – Sir Winston Scott

Barbados Drug Service – provides free medication at point of service to all Barbadian beneficiaries using both public and private sectors.

Queen Elizabeth Hospital – Production of a Manual of Standard Practices – which is a compilation of general policies that affect broad operations of the institutions.

The Continuous Quality Improvement Programme – this has five (5) in-house committees a) Complaints b) Clinical Services c) Audit d) Risk Management e) Clinical Ethics and f) Customer Service Promotion Team. These all provide advice towards improving quality of service.

I am certain that even as I speak reform initiatives are being put in place for the Ministry of Health and the QEH – you may correct me if I am wrong

People will always respond negatively to long lines and occasional poor service. I do not make excuses for such situations but for someone to say that nothing is happening in Public Sector Reform is totally untrue – so the next time you hear someone say such have him/her call me at my Office. We take calls from a quarter to eight. Thank you!