Gov’t to implement customer service charters in 2025

The British Virgin Islands (BVI) is set to enhance accountability and service delivery within its public sector with the reintroduction of customer service charters in 2025.

Kedimone Rubaine, Director of Customer Service, explained that the service charters are written documents outlining standards and expectations for customer service across government departments. Speaking recently with the Government Information Services (GIS), Rubaine said the initiative is part of broader efforts to transform the public service. “We are going to reintroduce them early in 2025, and they’ll be accessible for every department on the government website and in a central location as well,” she stated.

Introduction of mystery shoppers

Each service charter will allow departments or offices to set individual guidelines and standards that employees must follow. Additionally, the charters will list all members of staff, making them the only public documents to do so. Rubaine also revealed plans to boost training opportunities and improve accountability through “mystery shopping” exercises. These exercises will monitor customer service standards while providing feedback to enhance performance.