Website for public service complaints

The website was announced on Thursday night at a dinner hosted by Prime Minister Kamla Persad-Bissessar at the Diplomatic Centre, St Ann’s to honour heads of the Public Service over the past 50 years from 1962 when TT gained independence to the present. Permanent Secretaries from various ministries as well as ministers attended the event.

Speaking about the initiative via a video presentation Head of Policy, Strategy in the Office of the PM, Jamir Nazir, said the web-based portal was aimed at enhancing stakeholders’ communication and collaboration. He spoke of the three elements of the website–information, resolution, communication. For resolution he said, “this feature will allow individuals and/or institutions who believe they have received unsatisfactory service from any department or member of the service to access the system and seek redress.”

Nazir said for each complaint made, a unique ID would be generated to track the status of the report until resolution. At the “back end” of the system complaints would be channelled to relevant areas, monitored, reviewed and resolved by the office of the head of the Public Service.

The final stage would involve providing feedback to the persons making complaints.

Nazir said, “from the systems data base reports will be generated and proactive solutions generated in areas which indicate a high incidence of problems or potential areas prone to generating problems.”

Staff at all levels of the Public Service would be able to use the technology to communicate directly with head of the Public Service Reynold Cooper and express “grievances and suggestions for improvement.”

The “Information” feature of the website will provide history, laws and regulations governing the Public Service and other information while the “Communication” feature will allow two-way communication between various stakeholders and head of the PS. Social networks, surveys and blogs will be used. Nazir said this section will have a secure portal for permanent secretaries to collaborate share solutions and allow for greater productivity within the group. He said the Portal was under development and would be ready in the next two months.

In her address Prime Minister Kamla Persad-Bissessar said in today’s world, with new technologies, the Public Service required “real-time interface with the man in the street.”

She said once statements were made, there was discussion faster than the public officer had time to respond. “It is required now responding to the needs of an increasingly sophisticated populace who are aware of their choices and are much more demanding.”

She paid tribute to the permanent secretaries for their contribution to national development through their decades of dedication and commitment to work.

“Under your watch and over the last 50 years we have built a Public Service that is the largest single employer in TT. One that even when our nation was reeling under the weight of adversity continued functioning. A Public Service which has allowed us to assemble today some of the best and brightest professionals in country and indeed our region.”

The Public Service has adapted for the changing times, and for the way forward she said the many challenges must be acknowledged. While some of the best professionals and permanent secretaries, particularly the heads of the Public Service have come out of the Public Service, she reminded that there was always room for improvement.

She said, “In today’s world we need to maintain the conviction to adhere to traditional values such as strong codes of conduct and accountability as we pass the baton to the future generation and serve as mentors for those we have been charged with leading.

The “first draft” of a booklet, Heads of the Public Service: In Independent Trinidad and Tobago 1962-2012 was presented to guests. Cooper welcomed comments and suggestions as the Office of the PM completed the project.

Twelve permanent secretaries who headed the Public Service were honoured. Those still living and relatives of those who are deceased were given tokens in the form of artwork by Cynthia McLean. They are: Sir Allan Reece (deceased), Kenneth Frederick Sealey, Dr James O’Neil Lewis (deceased), Doddridge Alleyne (deceased), Eugenio Moore (deceased), Reginald Dumas, John Andrews, Ainsley Tim Pow, Annette des Iles, Zaida Hosein Rajnauth and Cooper.