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Publication Type
Conference Proceedings
UWI Author(s)
Author, Analytic
Tindigarukayo, Jimmy K.
Author Role
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Author Affiliation
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Paper/Section Title
Benchmarking the citizen's charter in Jamaica: An empirical evaluation
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Proceedings Title
8th Annual Conference Crisis, Chaos and Change: Caribbean Development Challenges in the 21st Century
Date of Meeting
March 26-28, 2007
Place of Meeting
Trinidad and Tobago
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Date of Publication
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Volume ID
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Location in Work
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Extent of Work
29
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Series Title
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Location/URL
http:; sta.uwi.edu/conferences/salises/documents/Tindigarukayo%20J.pdf
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Abstract
Benchmarking entails importation of best practices from other organizations and/or countries in order to improve performance, especially service delivery, in the recipient organization and/or agency. To that end, the Citizenís Charter Program which was initiated in the UK in 1991 by then Prime Minister John Major was later imported into Jamaica in 1994 by then Prime Minister P.J. Patterson, in response to citizensí concern over lack of responsiveness of state agencies to the needs of government service users. The purpose of this paper is to examine empirically how the benchmarking of the Citizenís Charter in Jamaica faired, through the use of structured surveys to interview both clients and staff of those agencies that were implementing the Charter in 2004. As indicated by results of both surveys, the Citizenís Charter in Jamaica has been successful in the following areas: improvement in service provision, increased work productivity, improved surroundings where services are provided, greatly reduced waiting time for services, improvement in the treatment of customers by staff and overall increase in customersí satisfaction. Despite these successes, a level of dissatisfaction was expressed by staff of the agencies surveyed towards the overall treatment of staff, especially in relation to staff benefits.....
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