Who is to blame?

We arrived at a Government department before 11 a.m. and the door was locked. About nine persons were inside and it was rumoured that the staff were going to lunch after those inside had been processed. The last person to be processed came out at 11:09 a.m. Then some of the staff came out with cell phones to their ears, and walked through the line of customers waiting outside of the locked door. They did not share any information with us, their customers.

At 11:22 a.m., someone stuck a sign on the door that stated “We are temporarily closed at this time. Re-opening time: 12:30 p.m. We apologize for any inconvenience caused.” A guard noted that they were short staffed, and it was possible that at 12:30 p.m., it would be announced that they were closed for the rest of the day.

We who reside in Barbados are not surprised at this true account. We are accustomed to the long lines, delays, late responses, misplaced files, downed computer systems, critical person is at lunch or is not at work, non-payment by credit card, deadline of 3 p.m. for receiving payments, unwritten regulations known only to the regulator, inconsistent regulations, not-at-this-branch responses, staff shortages, broken equipment, supply shortages, potholes, water shortages, the same excuses, uncaring attitudes, and so on.

Our public services do not appear to be customer-focused. But they think that they are. They think that being polite is being customer focused. It is not. It is simply being polite. Being customer focused is trying to delight the customer. Most customers of government services simply want to access affordable quality services conveniently and quickly. Politely apologizing why this cannot be done does not deliver the service to the customer.

Who is responsible for our poorly managed public services? Not the poorly managed employees who are simply performing as directed.  Not their managers who are simply implementing a management system that is not working. The ones responsible for setting the management standard are our elected politicians.

Both political administrations accuse the other of poor management when they are not in power. Therefore, both political administrations understand what all customers of Government services understand in this regard. Namely, that our public services are poorly managed. However, is it fair to blame our politicians? I think not.

Both political administrations have tried their best to manage Government services over the past 50 years. Over the past 17 years, I have encouraged both administrations to improve the management of public services. I have referred both political administrations to the customer-focused international quality management standard ISO 9001.

Barbados has been a corresponding member of the International Organization for Standardization (ISO) since our independence, and a full member since 1999. Yet both political administrations just cannot seem to bring themselves to implement this international customer-focused management system for our benefit.

This is the first election since our independence where Barbadians can finally decide on the quality of Government services they wish. We pay for our Government services. We elect politicians to set management standards and ensure that they work properly for us.  It seems that our politicians have defined themselves as the main customers to which public workers should focus on satisfying. We have allowed them over 50 years to get it right, and they simply were not up to the task.

If you are satisfied with the present management of our Government services, then you should vote for either the BLP or DLP, because the result will be the same – for you. However, if you want a customer-focused public service where you are the customer, then your only choice is to vote for the Solutions Barbados candidate in your constituency. If you want better managed public services, and you still vote for the BLP or the DLP, then you finally have someone to blame – yourself.

Source: (Grenville Phillips II is the founder and leader of Solutions Barbados. Email: NextParty246@gmail.com)

36 Responses to Who is to blame?

  1. Sharon Jacobs
    Sharon Jacobs October 18, 2017 at 11:30 am

    so which government department was this ?.. stupseeeeeeee.. trying to exposed wrong but yet still covering up ,..so wat sense it mek..

    Reply
    • Kelly Scantlebury
      Kelly Scantlebury October 18, 2017 at 11:43 am

      I can’t understand. Stupes. Give the name of the damn department.

      Reply
    • Miche October 18, 2017 at 1:20 pm

      Political espionage,Blatant lie,,,you in see who posted this,,,,,,,Political hopeful,,,, Magic wand,,,or rather No Solution Barbados

      Reply
    • Grenville Phillips October 18, 2017 at 7:41 pm

      Licensing Authority

      Reply
  2. Pauline Lowe
    Pauline Lowe October 18, 2017 at 12:06 pm

    if i vote for wunna i got a problem

    Reply
    • Richard Edwards
      Richard Edwards October 18, 2017 at 1:05 pm

      Does it really matter who u vote for …it’s all the same

      Reply
    • Pauline Lowe
      Pauline Lowe October 18, 2017 at 1:05 pm

      who call u

      Reply
    • Miche October 18, 2017 at 1:22 pm

      you will be wasting ,,time ,,equipment,and whatever else go along with the process of election

      Reply
      • Jennifer October 18, 2017 at 7:34 pm

        Richard and miche – well said.

        Reply
    • Fallon Best
      Fallon Best October 18, 2017 at 1:34 pm

      We already have a problem!

      Reply
  3. Danny Clarke
    Danny Clarke October 18, 2017 at 12:20 pm

    Got the shock of my life when I went there (from St Peter I might add ) only to be told that department was about to close for lunch and I would have to wait an hour . I was never aware that government departments closed for lunch . Considering the cashiers usually stop early . And we say we progressing ??

    Reply
  4. Marcia Applewhaite
    Marcia Applewhaite October 18, 2017 at 12:47 pm

    This is bare crap, no minister works at these places,the employees do as they like.Who weeds the grass and put it in the road,who is the supervisor that comes and watch and never tell the workers rake it up and put it in garbage bags.Blame the government for wanna attitudes and poor services.

    Reply
    • Eddy Murray
      Eddy Murray October 18, 2017 at 1:52 pm

      If the minister do not put things in place for them to get the job done, what you all expect them to do. Managers are there to manage the people and the equipment. Supervisors are to carried out the mandates of the ministries. So if no tools to work with no work.

      Reply
  5. Princess M R Charles
    Princess M R Charles October 18, 2017 at 12:48 pm

    Government workers fa ya can’t get good customer service no matter what but does get full pay still for being unmanerly

    Reply
    • Jennifer October 18, 2017 at 7:38 pm

      And I bet them does want good manners etc when going too or calling another government department, Wicked as azz. ESP them health departments.

      Reply
  6. Richard Edwards
    Richard Edwards October 18, 2017 at 1:04 pm

    I was thinking the same thing

    Reply
  7. Tamina Darkies
    Tamina Darkies October 18, 2017 at 1:32 pm

    Soo why say all of that & not name the place,Stupsee as far as l concern which ever party in power the government workersbdo the same shit.

    Reply
  8. Rawle Spooner
    Rawle Spooner October 18, 2017 at 2:12 pm

    Seriously is this going to change it’s a frigging culture that is why Barbados ain’t moving forward,this has been happening for many moons.

    Reply
  9. Dawn-Marie Rawlins
    Dawn-Marie Rawlins October 18, 2017 at 3:21 pm

    Maybe if people were hired based on qualifications and not based on political affilation half the problem would be solved. Too many round pegs in square holes and too many entitled attitudes over the years on both sides.

    Reply
    • Sherish A McCaskie
      Sherish A McCaskie October 18, 2017 at 6:54 pm

      especially the entitled attitudes.

      Reply
    • Jennifer October 18, 2017 at 7:40 pm

      well said – or paid based on productivity too and they have to account for every hr of the day.

      Reply
  10. Ian Edwards
    Ian Edwards October 18, 2017 at 3:28 pm

    Like I always says you start firing and hiring

    Reply
  11. Pat BB
    Pat BB October 18, 2017 at 4:17 pm

    Politics have every frig in Taxbados skin upside down….enough said

    Reply
  12. bobo October 18, 2017 at 4:21 pm

    Most of the comments are based on subconsious minds–negative attitudes– the subconsious mind cannot deal with the truth–local entities –I have experience unprofessional service submitted by rude employees–may God help Bajans out of their ignorance and political control minds–

    Reply
  13. Adrian Allison
    Adrian Allison October 18, 2017 at 4:50 pm

    And Civil Servants want a salary increase…..
    They should get an increase but only in the following circumstances.
    (1) Their position justifies their costs
    (2) They are producing the service efficiently that they are being paid to do.
    (3 ) That they understand that they are employed by the people to be of service to the people.
    (4) They learn that professionalism is the most important part of their jobs.
    Yes, by all means give them a raise of pay if the can complete this is simple criteria.

    Reply
  14. Vance Taylor October 18, 2017 at 5:06 pm

    VOTE FOR LYNETTE EASTM<OND

    Reply
  15. Carolyn Robertson
    Carolyn Robertson October 18, 2017 at 6:13 pm

    Only in Barbados and in Government

    Reply
  16. Charming Forde
    Charming Forde October 18, 2017 at 6:22 pm

    Thank you soooooo much for highlighting that. I am so frigging tired of the government workers being criticized. I would like to put all the critics to work in government for a month, dealing with the rotten attitude of customers and then after that month, not receive your salary because your authority has ended. Then I want you to work for the second month with the same result and no pay at the end of that month, then come back here and tell us how you feel. A lot of you don’t know the internal issues that go on in some departments but you are quick to condemn the staff who are tired trying and tired working to get cuss.

    Reply
  17. Alana Mel
    Alana Mel October 18, 2017 at 7:03 pm

    Denise Cozier Shari Scott Peter ‘Pete’ Clarke

    Reply
  18. Alana Mel
    Alana Mel October 18, 2017 at 7:06 pm

    How do we change this culture now? Politicians will come and go and yes they influence the system but workers would still be there with the same inefficient processss supervisors/mgmt and the lazy culture will continue.

    Reply
    • Grenville Phillips October 18, 2017 at 7:44 pm

      We implement the proven ISO 9001 customer-focused international quality management system.

      Reply
  19. Alana Mel
    Alana Mel October 18, 2017 at 7:06 pm

    I had a similar experience at Licensing Oistins

    Reply
  20. Jennifer October 18, 2017 at 7:48 pm

    Let it had been a lie of white people standing outside and see how them same workers explain things. TRUTH.

    A sign should have been stuck to the door even before the start of the day so that people would avoid queueing. Short of staff does not have to mean poor work ethics and pubic relations.

    Reply
  21. Everick October 18, 2017 at 8:08 pm

    Only a military take over can save this country. But we don’t have a real military, that has the brains and capacity to do so.

    Reply
  22. Michael Parris
    Michael Parris October 18, 2017 at 8:27 pm

    Heads of departments are to blame. A minister does run an office . The civil service runs this country and no minister or government got the balls to make any meaningful change.

    Reply
  23. Nurse October 19, 2017 at 11:43 am

    I really dont think heads should take all the blame, because you as a person should have a conscience, for my one part person should know how to take their initiative and treat people how they would want to be treated. We blame Government workers for very poor customer service but it happens all around. You go to banks and only two tellers are working long lines and no one says a word. You go to food restaurants and the mannerism the server displays is ridiculous. So like we blame blame and blame but do we as a people do anything to change what is going on. According to Sharon what sense are you making when you have not stated which government entity you are speaking of

    Reply

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