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CX Day Panel Discussion | Government of the Virgin Islands | YouTubeToText
YouTube Transcript: CX Day Panel Discussion
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Summary
Core Theme
This panel discussion emphasizes the critical importance of a "people-first" approach in the public service, highlighting that genuine transformation and seamless service delivery stem from prioritizing both public officers and the citizens they serve.
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A pleasant good afternoon and thank you
to those of you who are joining us
firstly live on Facebook by the
government of the Virgin Islands and to
the public officers who I'm sure are
coming off of lunch and are now joining
us live on Teams as well for this panel
discussion. My name is Usay Z. Adams,
the communications officer here in the
governor's group, and I'm delighted to
be joined by what I'm going to call a
panel of big wigs. Um, these are some
very impressive ladies that I'm flanked
with on my left and my right. And before
we go any further, I'm going to give
them the opportunity to introduce
themselves. They're going to tell you
who they are and where they're coming
from. I'll start on my far left.
>> Sure. My name is Lynette Rapidat. I'm
the human resources manager in the
ministry of environment, natural
resources and climate change.
>> Good afternoon everyone. I am Kishan
Cupid Brathwway the public service
transformation manager with the office
of the deputy governor.
>> Good afternoon. My name is Kedan Rubain.
I am director of customer service within
the office of the deputy governor.
>> Good afternoon everyone. It's a pleasure
to be here. I am a barra brown customer
service manager for the customer service
care center under the office of the
deputy governor.
>> Good afternoon everyone. My name is
Chandanda Leam. I am the information
system services officer in the
department of information technology.
>> Thank you so much ladies. So before we
get any further, I want to um give a bit
of context this morning and throughout
today. It's public service week 1, but
it's also CX day here in the Virgin
Islands and throughout the globe. CX day
as director Rubine explained earlier
this morning is a global celebration
firstly of the mission of customer
service um but more importantly the
people that help to provide that
excellent service that this public
service is now becoming globally known
for and that's a whole other topic
because we've done we've we've done the
work to get there. Our panel discussion
this mo this this afternoon rather is on
the theme putting people first seamless
service stronger communities.
The the theme centers around some very
important points that we work with um as
it comes to customer service. Firstly,
and as Miss Rubain and I and the
transformation manager, we work closely
together that we're aware of putting
people first. We recognized a while ago
that a public service that is centered
on systems cannot grow. A public service
that is built on systems cannot function
as it needs to. It is people that come
to work every day. It is people that
provide the um the service to the
clients and internal and external. And
so in our duties, we have to put people
first. And I think the proper place to
start um when talking about putting
people first might be at the human
resources arm because that's where it
all begins for a public officer. So I'll
start with you Miss Rapsat. As a human
resources manager, can you tell me what
does it mean to you to put people first?
>> Sure. That's a great question. And as a
HR manager in a ministry, of course, you
have to ensure that you look out for the
welfare of the team that you serve, when
we're doing recruitment, ensuring that
we respond promptly, give people the
best experience, ensure that all the
salary matters are handled. And when we
work in human resources, it really is
people first because when you hire
someone, you hire them and whatever they
have going on in their lives. And I
think working in the government of the
Virgin Islands is an excellent
opportunity because we have our employee
relations unit that provides other
support and services to persons along
the way. We also have our Virgin Islands
public service learning institute which
provides training opportunities for
persons to grow. So when we're talking
people first, it's not just about
pushing the paper. It's about making the
experience great and ensuring that
public officers are heard and you know
it's a great opportunity being able to
interact with persons like the deputy
governor who absolutely you know gives
his support all the way to all public
officers. So people first like I said
not just about the processes but it's
about ensuring that we take care of each
other have the teamwork and you know put
our best foot forward. That's very good.
And I think you you started us off
really well. Um it's centered around
providing that support, being present,
being visible, and also being willing to
put your foot in put your foot in and um
and wade in the water with us. I'll I'll
also toss this one to the public service
transformation manager who I know works
closely with the Department of Human
Resources as well. From your perspective
as the person who is leading the charge
in in making this public service modern
and efficient, what does it mean to put
people first?
>> Thank you, Miss Adams. Um, people as
Miss Rapsat mentioned is that they're
the heartbeat of everything. We can
transform our processes. We can
transform our systems. We can use
technology. We can uh review and revise
our laws and legislation and make them
more modern. We can do so many things.
But if we do not deal with our people,
our people are the persons who bring
everything to life. They are the ones
that have to take the action and if
they're not in the right space. And
that's why I I sometimes preach a lot
about mind shifts. Um change shifting
our mindset. If our people do not change
their mindset and embrace transformation
in every single thing that they do, then
nothing happens. It's an organizational
shift that has to happen and that's at
the heart. people are the heart of that.
Um, we have to develop and that's the
only way our culture can shift.
>> Okay? So, if people don't embrace this
transformational journey that we've been
on for quite some time, then we're going
to just not see anything different. We
won't feel it. Um, our clients won't
feel it. Our internal customers won't
feel it, which is each other. Um, so it
all begins with people. People are at
the heart of it. So there are a few key
points that I like that you made there.
Falscely, we're really not working for
an organizational change. That's
something that we can do by paper. We
can wake up one day and say the public
service is now um this great big company
and we're doing this different than we
did yesterday. We can do that easily.
>> The goal is a culture change
>> and naturally culture involves people.
But um the change of culture takes time.
>> It does. It takes intention as well
>> and that's the hard part
>> and it yeah it takes it takes being
willing um and it also takes buy in >> correct
>> correct
>> it's it's a collaboration so I know you
have had um
>> I don't know if I should call it a
difficult task
um but you have been walking behind the
scenes for how how many years have you
been in your
>> um March next year will be three years
since I've been in school
>> three years of transformation and that
the little bulb that you that you now
see every now and then should um be a
symbol of of of this light of of
difference, this light of change. I want
quickly. I want to jump to Miss Leome. Um
Um
putting people first. Um I think naturally
naturally
might dismiss this topic from you as
someone who walks in the department of
it. there's this this image that um
persons in IT just sit behind their
computer typing away at night. Um but as
much as you and I and your team
interact, I'm aware and you have to deal
with me and deal with Miss Reubin. I'm
aware that um dealing with people and
putting the needs of people have maybe
it's becoming a prevalent part of your
role. Can you tell me what putting
people first means to you?
You say becoming, but I think it's
always been at the center of our role
because if we're designing or building
any sort of systems, websites, whatever,
we have to consider the persons that are
going to interact with it, that are
going to use it, that are going to put
the information into it. So, at the
center of what we do is putting people
first. We have to think about the
internal users as someone said, but also
the external users. What what are they
expecting? What are they looking for?
How do they want to interact with this
information and make it easier and
friendly for them to be able to use the
systems, use the websites, use the
information that is there to the best of
their ability.
>> Thank you. And I want to kind of get the
the other side, the contrast to that
with Miss Brown. Now, um
people might be the most primary thing
of your role. um downstairs in the
center. Every now and then I might pop
through um because I can't handle the
pressure. I'm not built for it. But
people are really the is really the
focus of what you do. And what I like
about it is that the name of the center
actually has the word care for it. Um to
exemplify the need for compassion in
what we do. Tell me what does putting
people first mean to you?
Putting people first at the customer
service center is just making sure our
customers have a totally amazing
customer experience. We're truly truly
convicted about ensuring our customers
have a wonderful customer experience
journey. So that means for example from
time they come in to the main reception
they're greeted with a warm smile. We
give them an awesome handshake. uh we've
make them feel welcome, comfortable and
we extend all the additional cortices to
let them know that they're valued, their
time is important. You know, their
subject matter is important and we take
time with them so that we can explain
the processes and then we we ensure that
they feel at the end of the day they are
valued and we create the opportunity to
build trust and we ensure that our
customers are retained and that we let
them know that they're important to us.
Thank you. And lastly on this topic,
definitely not least, I'll tag in the
director of customer service as the
person who provides policy leadership
and overall leadership for customer
service. You have a big job. Um, tell me
what does putting people force mean to
you? And also a second point for that
for you. Tell me how
it drives you
>> every day. H the second part is interesting.
interesting.
Putting people first means to me
creating opportunities for public
officers to be guided
on how they should deliver service to
make it easy for them. Putting people
force like the transformation manager
says is an entire cultural shift. So my
responsibility is to create those
policies, the standards, the behaviors,
those things that help our public
officers understand it's not as
difficult as you think to put people
force. It's not as difficult as you
think to give an exceptional customer
experience. It's something the center
does every single day with every
interaction. Now, we don't expect every
public officer to move mountains and to
just one day wake up and decide, I am
going to be MVP of customer service in
my role. That's not possible. We're
humans. But we also need you to
understand that putting people first is
simply just taking one little extra
step. You don't need to run a marathon.
You don't need to run a mile. little
things, using somebody's name, saying
welcome to my office, treating persons,
valuing their time, accepting
appointments, and keeping appointments.
Putting people first means understanding
the importance of delivering a service
every single time in the same way
regardless of where you are. And that
drives me.
>> That drives me because
I think we are at a point in history.
history.
The DJ likes to say we're on the right
side of history. We're at a point in
history where we have the opportunity to
be the example not just in the BVI as a
BVI public service but in the Caribbean
and in the region in the world. I often say
say
you hardly ever have any public service
being concerned about customer service.
Public services don't need to be
concerned about customer service because
your customers don't have a choice.
>> Have a choice. So it creates a
complacency almost. Yeah. Naturally.
>> Naturally. But that that doesn't mean
that we should treat our customers as
though they don't have a choice. That
should be the reason why we treat our customers
customers
>> even more special than they expect. So
that drives me because I see the changes
that are happening across the public
service and I hear the comments and the
commendations and it makes me feel good.
So that's what drives me. >> So
>> So
I really I think we've set up a good
point in here to build our discussion.
But I want to take this time to firstly
as public officers join us on teams. I
want to encourage you um to share the
link with your co-workers across the
service. Tell them to join this
discussion. We are throughout this
discussion. We're open to questions.
Even those of you watching online on
Facebook, we're open to questions. So,
please you can shoot them into the
comment section both on Facebook and on
teams. Um they'll get them to us and
we'll be able to read and provide an
answer for you and have a productive
discussion. I want to transition a bit
to to talk more directly about the HR
side of this and but I'll trick you and
I'll start with Miss
I'll start with Miss Bradweight. Um
earlier this year you and I worked
really hard on the public service
transformation framework. It's a massive
document. It's an impactful document,
but I think it
it speaks loudly to the need for collaboration.
collaboration.
I think as we were looking at the models
that we want to build out that framework
off of, we understood that we needed to
encourage collaboration in the public
service, but also set benchmarks and
guidelines for what that collaboration
has to look like for us to be
successful. I want you to speak a little
bit about
the importance of collaboration, not
only within a ministry or department,
but being willing to engage outside and
step outside of your doors to make this
public service better.
>> Okay. All right. Great, great, great,
great question. Um, collaboration is we
cannot we have to get away from the silo thinking.
thinking.
>> Okay. That is something that has
hampered us as us as an organization and
we need to get away from it. Um earlier
this year I engaged stakeholders from
the private sector from the business
community and it was a fruitful
discussion. Two three hours persons were
so engaging. You got such impactful
information in order for me to do do
this work. I need to we need to hear
from each other. We need an honest
feedback. I know sometimes it can feel
like criticism where we don't always get
the feedback that we think cuz we're
working so hard, you know, the time and
energy put into things and then you
always want it to be well received and
sometimes when there's a bit of
negativity, we take that the wrong way.
But I use it to fuel us because I know
we are a great organization. We're doing
wonderful things, but we can there's
always room for improvement. And I think
once again the mindset shift if we start
to look at things differently. stop
looking at the glass half empty and look
at it as half full and use those
constructive criticism as an opportunity
for growth and development. I mean by
engaging all of our stakeholders don't
be scared to do it. I know sometimes it
can be um but that focus group that I
had with them yielded so much
information useful information um that
helped me to build on things and to also
I shared that information with the
various departments that um matters that
were what arose out of that discussion
and then those departments understood
this is what your customers want this is
where you need to improve this is what
they're looking for so that then they
have that information to see where there
are bas based on what the feedback is saying.
saying. >> So,
>> So,
>> Mr. Als, can I jump in?
>> Of course. Of course.
>> I I like the fact that the
transformation manager spoke about
constructive feedback and the need for
us to use this feedback to improve
rats or mechanism is exactly that. And I
think the information that we receive
via RAS and Miss Brown can chime in as
well. This information is so beneficial.
It is so helpful because we have systems
in place and you would want to know that
what you're doing makes sense that those
the things that you are introducing and
the things that you already have in
place they actually make sense and it's
not frustrating the customer. Frustrated
customer results in a frustrated employee.
employee.
>> Yeah. The more the customers are
frustrated, the more the employees
become frustrated. And we can't exactly
we can't expect a positive customer
experience if we're not putting things
in place to make it easier to do
business with government. >> Yeah.
>> Yeah.
>> So that was just a two cents I wanted to add.
add.
>> So I want to dig a little deeper in the
discussion of collaboration and I want
to get an idea where our minds are. And
Miss Miss Leum, I'll jump to you on
this. What? Yes.
ideal collaboration
collaboration
for the department of IT?
What does the ideal collaboration look
like for IT and its clients?
what what what is the relationship that
needs to be fostered even more in order
for IIT to be able to deliver continuously
there's so many so much things to unpack
in that um I think some of the
information is considering it when
you're doing anything from the jump not
after the
Not when you're ready to roll out, but
from the very beginning.
>> Cuz a lot of times what happens is
departments or whomever they get halfway
down the road and then they realize they
need a system or they need
>> some sort of work done um somewhere
>> and you know it is kind of like a
afterthought as opposed to part of the
beginning process.
>> So collaboration for us means thinking
about us from the very beginning. what
you may consider or what you may not
even consider because there are things
that we may look at that you may not
have considered at all.
>> So thinking about us from the very
beginning is very important.
>> Yeah, that that inclusion from the
onset. Um and I think that that
underscore I think we have la as well
once we sometimes we try to um pull off
these massive projects and be like wait
we need it and then we we call it and
then it's okay let's let's let's rethink
how we're doing this.
>> So that's my that's that's my point from
you today that we have to collaborate as
ally as possible.
>> Yes. Because you know we have budgets.
>> Oh yes. And at times you know our budget
is set based on
>> what the the things we have considered
for the year that we plan to do. So if
someone comes mid year our budget is
already set we have to now figure out
how do we accommodate you know a
department in their need
>> um based on the budget that we have
remaining and it may mean that we may
not be able to do something that we had
planned to do to be able to support the
need of a specific department. So
considering us allie helps us set our
budget, help us plan our year, all of
those things is important.
>> And now that you're saying that, um, it
makes me really think about how each and
every one of us has a part to play because
because
the department that might be reaching
out to you, they in themselves are not
just like a basically pulling together
project for fun. They're doing something
to make clients lives easier. But that
collaboration in order for us to be able
to serve our clients and give them the
service they need at the best possible
standard, each and every one of us has a
role to play along the road. And I'm
going to pick up Miss Rapsat now because
from the HR perspective, I want to know
really the same question as I asked Miss
Ledome. What does the ideal
collaboration look like between you,
customer service, IT, but really the
entire public service?
>> That's a good question. Collaboration is
absolutely key. Me sitting here today on
this panel discussion is actually part
of collaboration because I'm actually
sitting sitting in for the acting deputy
director of HR.
But collaboration in terms of working
with the transformation manager or even
with do it or with our customer service
manager or with the director of customer
service means that I as HR need to be
more supportive. We need to be more
understanding of what's happening in my
ministry from the strategy level.
>> Working with IT to ensure that we have
all the systems in place to get our work
done. working with customer service to
ensure that our teams are registered on
rate users and we really I'll take this
time to plug rate us and really
encourage people to please you know when
you get good service or even if the
service hasn't been good please ensure
that you submit the rating so that the
officers can get their commendations or
if there are challenges we can work with
the director of customer service and the
customer care team to ensure that we're
able to improve the service that we
offer collaboration Of course being in a
ministry I have to work with the
department of human resources
>> because everything that I do touches
somebody's life and if I sit on it or if
I don't collaborate with the team at HR
then matters sit. So collaboration is
very key. It's actually part of our
performance management framework.
>> So we are actually graded on the way
that we collaborate not just within our
ministries but within the public
service. So my word of encouragement is
to say please get out of the silo
mentality. Let's move forward working as
one team.
>> Thank you. And I'll pick up to close off
this one. I'll I'll ask the director of
customer service to jump in because even
so I'll give the story. We're working on
on the service charters. um getting the
service charters out for 60
60 60ish departments across government.
Um that's a mammoth task and it has
showed us that
it can only be done through collaboration.
collaboration.
>> Just need to take this time to say thank you
you
to the department of it for saving me so
often and for coming to my aid at the
99th hour.
>> Yeah. But yes, it's been a member test.
Go ahead.
>> And as you kind of lead customer service
at that level, can you tell me how the
past few years you have kind of become a
witness of the importance of collaboration?
collaboration?
And the thing is before you start,
>> now that I'm thinking about it, you are
really the most collaborative person
that I've walked with because you it's
literally every single body that you
have to tap on in order to achieve this
thing to make our clients lives better.
>> I don't belong to the office of the
deputy governor. Just like Mrs. Bratwit
does not belong to the office of the
deputy governor. We belong to the public service.
service.
>> You might even belong to the BVI,
>> you know.
You have a point
>> cuz I ask I ask Mrs. Braatwit all the
time, can you transform the weather? Can
you just transform things that are not working?
working?
>> You're right. You're right. I might
actually belong to the BVI, Miss Brett.
think we belong to the BVI because
honestly and truly and that's when I
mentioned earlier we're not just an
example in the BVI because we and I say
this shamelessly >> yes
>> yes
>> I might get in trouble for it but I say
this shamelessly
the public service is the largest
employer in the BVI and usually we kind
of set the tone if we sneeze the rest of
the BVI just might catch a cold so yes I
want to say I belong to the BVI without
collaboration I won't have a job. >> Wow.
>> Wow.
>> Without collaboration, I would need to
find someplace else to work.
>> Then I wouldn't be doing what I'm hired
to do. >> Wow.
>> Wow.
>> I need to collaborate in order to
understand from each ministry. >> Yes.
>> Yes.
>> Where they need assistance. >> Yeah.
>> Yeah.
>> I also need to provide guidance to the
ministries on the direction that they
should be going as it relates to
customer service. Similar to how Mrs.
Bratwit would also provide guidance. Yes.
Yes.
>> On the transformation plans. So yes, collaboration.
collaboration.
I I wouldn't be here, Mr. Adam.
>> So I want to
ask you this question as well because
you and I'll I'll tell you this way.
Every now and then um we're scrolling on
I might be scrolling on Facebook or
somewhere someone sends me a message and
says, "I'm having this problem at this
department. I received this service
today. fix it.
>> And so for customer service and in some
in sometimes transformation, I'm sure
you have to collaborate with the public.
You have to help them. Can you speak to
the importance of collaborating with the
public, being open to listening and
working with them?
>> I want to hand this over to Miss Brown.
>> Miss Brown. I
>> I want Miss Brown.
>> She is the poster person for that.
>> I want I want Miss Brown to to handle
this question. tag.
>> Thank you, director. Um, in many
instances at the customer service
center, we often times have to connect
with the public on different challenges.
And one of the things that we find is
that most times the public just wants
someone to listen.
>> They want someone to listen. They want
someone to just basically explain the
processes cuz sometimes they they don't
understand. They don't understand the
process. They don't understand
timelines. Don't they don't understand
what's happening or what needs to happen
for the end result or the outcome of
what they're trying to achieve based on
a public service. So most time on at the
center we just listen and in many
instances it's just a basic response for
them to get what they're requiring to
get in terms of a public service. Thank you.
you.
>> Just listen.
>> Just listen.
>> Just listen. And I'll pick up on you
again, Miss Brathweight, because I know
Miss, you know, I'm going to say it. We
had a recent change
as you might. Let's let's let's address
this big elephant in the room. We had a
we had a switch. So, I don't have Miss
Miss Bratwe next to me anymore. She's
over there. Um,
Miss Rapsat,
collaborating with the public. I think you
you
are engaged with persons who are in the
public probably for be the last in the
last moments of their lives before they
become a public officer. Can you tell me
how you manage that collaboration? How
you manage that that relationship?
>> Sure. Do those relationships sometimes
start with persons in my children's age
bracket. Persons for example like Mr.
Adams who I would have met because of >> um
>> um
>> a young one
>> a very young one but it does start with
being in the community being open to
talk to people like Miss Brown says
sometimes it's just about listening and
I think I have a open personality so
people reach out how can I get a job
with government um we have a new system
we're using Talio where people have to
apply so people reach out to me on
Facebook they call me in the office or
they meet me on the street. I give them
the instructions. I send I tell them,
"Look, you can go and visit customer
care." Another plug for customer care
because you can go there and they will
assist you with getting your
applications in. But it's about being
that people person and being open to
listen and try to give people guidance.
And it doesn't matter if it's somebody
in my ministry or if it's a young
person. Sometimes people just need
advice. They just need that support. And
I was given I'm a child of the
community. I've had many people look out
for me and give me advice. And I think
that we now as we continue our journey
in the public service, that's an
integral part of our job. Ensuring that
we talk to the young people and give
them guidance and support, we know
what's happening in our country. But if
each one of us try to touch some young
person or it could be an old person cuz
it's never you can start your public
service career at 40, at 50, it doesn't
make a difference. You know, we're open
organization. We're always recruiting.
You can check the website and we're
happy to help people and support them on
their journey. And a plug for labor
department. They have their labor
management system.
>> 600 vacancies.
>> 600 vacancies. So, there's lots of
advice and support from the labor team
as well. So, we are here not just to
hire for the public service, but also to
give support to employment within the
territory. And that collaboration is
key, especially if you're in a HR role.
You have to be a people person. We have
to encourage people.
>> So, I like what you said that we really
have to be willing to act to answer
questions and talk to people. I think we
have become too much employees of our
department, employees of the office that
we walk into every day. At the end of
the day, you are we are all employees of
this great public service. And I could
tell you, I might not know much, but
there are many times that I stood down
and said that you're trying to get a
walk from it. You have to do this, you
have to do this, you have to do this.
So, we have to kind of be intentional
about developing an institutional
knowledge, listening, um, paying
attention to what's happening in the
public service. So at any point in time
you can be an ambassador for the work
that this institution is doing. On the
topic of collaborating with the public
miss let some so we're currently going
through a massive exercise of um well
we're we're mostly there with the new
government website but I know it was
developed with the public in mind. It
was developed with users in mind. Can
you speak a little bit to thinking ahead
when it comes to the government website?
Thinking about our clients and how we
want to make our services available to them.
them.
>> Sure. So when we under took the task of
redesigning the government's website, um
one of the things that was important to
us was ensuring that services were
upfront. Um what the users are coming to
the government for is the services and
what's important to them is getting the
information that is necessary to
complete the service. What do I need?
What form do I need to fill out? How
long does it take? What what's the cost?
That's what persons are looking for.
They're not necessarily looking for the
department or ministry. That comes up at
the end when you know, okay, it's
approved or they need to pick up
something. Where do they need to go to
get that information?
So for us it was looking at it from that
standpoint. Um also reviewing the the
analytics of the
previous website, what users are
searching for. Um the type of
information they're looking for. Um one
of the things that we noted from the old
site um is that employment is the top
search for the government's website. Um
in addition to that is um public
holidays. Those are like the top two
things that persons search for. Yes.
Really? Then after that you know you
have um some various other services. So
taking that information you know we
embarked on putting the users first
looking at redesigning the services so
that with the users in mind um putting
that information up front first and then
all the other details come afterwards.
>> Putting the user first. Anybody have any
comments that like you look like you're
borning with with thought over there?
sorry. I really did have a thought and
then it
>> it's gone. you said the thing and then
it it it went I apologize but yes um
it is so important and I know we keep
talking about people first and people
first and people first but that's
exactly the key if persons understand I
always when I have presentations with at
public service 101 with our incoming new
um brighteyed bushy tailed employees is
that you know we are service
organization we're not profit driven it
is service
>> so it's always important that you
remember that that piece of paper and
that application on your desk is just
not an application with fields and
information in it. there's a person at
the end of it, you know, and if you
don't do your part, if you don't always
understand that that's a person, that's
not a piece of paper, that might cause
you to be a bit complacent with
processing that application and not and
not taking that um being very
intentional in processing that
application and that we don't understand
that I can impact somebody's life
through the processing um by processing
this application. So we have to always
remember that we're impacting people's
lives. It's not just a piece of paper.
It's not just a process that we're
carrying out. We're not little machines.
Um you know there are people. Yeah. So
once we remember that and I always try
to drill that cuz I think sometimes when
in the everyday doing of our task we
sometimes may forget it especially we're
not seeing the person. You're in the
back end and you just get a piece of paper.
paper.
>> All you have is a file number.
>> I have the file number. So you kind of
might disconnect to the person. So I
just always want to drill that home to
people that it's it's we're we're we're
serving we're here to serve persons and
not it's not about pushing that paper
because just pass it to get it done.
It's a person's life you're impacting at
the end of the day.
>> Of course
um the transformation manager has noted
I think for us at the center we get a
lot a lot lot of it. um putting people
first sometimes. I don't think that
we're doing the best that we really can,
but I think that we really need to
improve in this area. Um as uh Mrs.
Bratwith noted is that we we affect
persons, we also affect families.
>> You know, it's always a bigger picture.
Sometimes we look at it in a micro
perspective but we also need to look at
it from the organizational perspectives
and even within ministries and heads of
departments at the macro level. How am I
going to affect this family? Um
microwise um all of us has a part to
play to the bigger picture. There's
always a bigger picture but how are we
also affecting our family you know when
we're not doing our process correctly
when we're not looking at innovating
things. I mean look out there and see
what's what's trending. Are we staying
up with what's happening in the times?
Are we looking and seeing what's
happening in this particular area? Uh
send someone away from within your
department and go and have them study or
send someone to shadow someone else's in
a different country and bring back that
knowledge here into the BVI into the
department so that we can even be more transformative
transformative
in our processes. Um, one of the things
I've noticed is that we we need to be
more innovative. We have archaic
processes, archaic policies, archaic
almost so much things that are happening
that are not cutting edge trending or
21st century and we're hearing our
customers talk about that. But collaboratively,
collaboratively,
it's not that we don't have some of the
systems. We do have some of the systems,
but one of the things that we need to do
is to connect with some of the
departments. I'm going to use an
example. So, case in point with the
appointment system, we can send SMS out
>> to um customers letting them know that
they have received um their appointment
and it's ready. So, why can't we do that
for the trade department? Why can't we
send a SMS for example to say that your
trade license is now ready and approved? Mhm.
Mhm.
>> So this is just connecting and being um
innovative and collaborative. Thank you.
>> I need to piggyback as well before you continue.
continue.
>> I am listening to Mrs. Bradford and Miss
Brown and we're talking about
recognizing that you're not just dealing
with a piece of paper. You're dealing
with a person. We live in a very small community.
community.
>> We do.
>> And you may not know every name, but
somebody knows somebody that knows somebody.
somebody.
Like Miss Bradwood, when I speak to the
bright eye bushy tailed people at public
service 101,
I hammer home our customer promise,
which is to deliver the same service you
expect to receive in return. We have to
remember that application form that's on
your desk sitting may be the cashier at
Rightway that checks you out this afternoon.
afternoon.
>> Oh yeah.
>> However, you didn't feel like doing it because
because
>> I can get to it tomorrow. That lady is
walking at rightway. you don't know if
that application that you're holding on
to is something that would like Miss
Brown say affect her family.
>> So we need to remember we're not just
thinking about ourselves. We're not just
pushing paper. We need to think about
us also being the customer because we
are each our customers. Miss Rapset,
when was the last time you renewed your
driver's license?
>> Last year.
>> You were a customer then, right?
>> Surely was.
>> Okay. And how many of us have to go to
water and sewage to make a pay? We're
not going to talk about the water
issues, but the fact that we're going to
water and sewage to make a payment. How
many of us have businesses? We have to
go to trade department. We are our own
customers. So, we have to remember
>> the same service that you given to
people is the same service you should
expect to receive in return. It may not
be within the public service. It may be
another business within the BVI. The
place too small for the place too small
for us to not be treating each other
right and well.
>> That's very good. I'm going to give you
a virtual hand clap.
>> Well, it's real. It's real. For that
one, the place is too small to not treat
each other with respect. I want to
start a slightly different conversation
around modernization
and mislet you might be the the big dog
for this one.
The world is changing
almost daily. I think what is what is
visible realization of that change is
artificial intelligence. Mhm. >> Um
>> Um
I think that it is one of the marvels of
human creation.
>> Hear me. Hear me. I hold a few sides.
Hear me. I think that it is
it is it is really and truly one of the
most brilliant things that human beings
have ever engineered and created. when
you take a step back and think about
what it can do, what it's capable of,
it's absolutely incredible. Some some of
those things and the the level of
automation for me, I didn't even think
it was possible in my lifetime,
>> but here we are. However,
However,
there are some massive risks
>> with with artificial intelligence. And I
think we are all at least here in the
deputy governor we are we have been
going through it a few months to kind of
examine the scope of how we can
introduce AI into the public services workflow.
workflow.
And I want Miss Leum to speak a little
bit about going forward as we try to
modernize the public service and look at
these tools. Some of the things that we
have to take note of as a public service
before we really stretch our arms out
and give AI a big wide hug.
Or maybe let's do this. Let me start on
a positive note. tell me some of the
AI and general technology, some of the
the the possibilities that we have for
transformation cuz I know you guys
probably sit and think, boy, if we had
the money, we could do this and do that. >> Um,
>> Um,
I think if we had the money, we would
we would rethink a lot of the things
that we currently do. M
>> um we would um
my co like to my coworker likes to say
light a match and start from scratch.
>> Um we would do that and start um
foundationally from the beginning. Um AI
opens the world to a lot of possibilities
possibilities
the things that you can do um in a
matter of minutes
>> you know but of course like you said
there are risks to it.
>> Yes. um the legislative aspects to
ensure that we have legislation that
supports that um ensuring that we're not
losing or
what's the word I'm looking for? Um the
way that we do things that might be unique.
unique. >> Yes.
>> Yes.
>> Cuz once you put that out there, then
your uniqueness, you know, goes away.
So, it's a lot to consider. like you
said, it's a tool that can be used, but
we have to be careful how we use it, how
we implement it, and how we go about um
utilizing it throughout the organization.
organization.
>> I'm going to ask you a question, right?
Um think about how you answer it.
>> What does the ideal,
ideal,
efficient, and futuristic public service
look like to you? If you had everything
that you could dream of,
>> what does that public service look like?
easier services, more efficient services.
services.
um the ability to be um
not have to duplicate information,
>> the ability to enter it once
>> and it be um sent to the relevant
organizations that require and need that
information. um the ability to be
notified whenever it's it's completed
where I can pick it up or even be sent
to me if that's an option to
um go forward with whatever it is I need
just the ease of use for the customer
that they have all the information that
they need at their fingertips and
they're able to um get the service that
they need within the time frame that is
specified um by the organization or the department.
department.
So, we're just about an hour in and I
want to remind those viewing on Facebook
and on teams that you can submit
questions in the comments. Our teams are
watching. I have one question here um
that I'm going to get to in a minute,
but I want to hear some other
perspectives on that question. I'm going
to start with you, Madam Transformation.
>> What does the ideal and most efficient
and futuristic public service look like
to you? In addition to what Miss Leam
shared, I would absolutely say the
removal of uh
I would I would say I I'm always going
to go back to mindset shifting.
>> I need I would see a collaborative
culture organiz within our organization
where we just we trust there's a trust
so much trust within >> Yes.
>> Yes. >> us
>> us
>> that we collaborate and we don't worry
about anything. we're doing it in the
best interest of our clients.
>> Um just the barriers broken down and
where we just connect with each other
and just do the work of the government
as holistically
>> and I know that's a I I will stress on
that because I know it's a big thing cuz
even when I go to public service 101
Paul since I will always hear you
mention it earlier that they're in this department
department
>> and I'm I I I there's no upward mobility
in this department. There's no this. I'm
like you work in an organization. it's
not your department.
>> So that that alone tells me that there's
a mind shift thing there. There's a
there's a mindset that we only limit we
limit ourselves to just this one place.
>> So when we release ourselves and stop
limiting our ourselves with the way we
think and view things, the doors will open.
open. >> Wow.
>> Wow.
>> The doors will open. Possibilities are endless.
endless.
>> But we have to get to that place. So
just that. So in addition to that with
the whole um being able to access
information I would like to be able to
go on a system I have a my boss gives me
an assignment and requires files that
may have existed before I even came into
the service 29 years ago and I can pull
up that information and do what I need
to do. That would be a dream a miracle
to just be able to have instant access
to to records to just do the work that
you have to do cuz that's timesaving.
It's just convenient. It's just like I
don't have to go and figure out because
yeah, I've been around for 29 years.
>> So, I know a lot of persons because I've
moved around.
>> So, a lot of times because of my
institutional knowledge, I can get
things done a lot quicker than somebody
who doesn't. For instance, you just
freshly in the service. You might know
who to call or who to connect with. But
is that fair to you? >> No.
>> No.
>> Okay. So, anybody should be able to come
in and just be able to access the
information. Not because I've been here
longer, I can get things, move around,
navigate things a bit more easier than
someone who's new. So, being able to
have information at our fingertips would
be key. That would be change like life
changing. Miss Brown,
>> I've just been listening to everyone's
um areas and I think for me along with
what everyone has said, I would say
systems and processes along with
buildings that support customers with
disabilities. Um cuz when I look around
and sadly even with the customer service
center um you know we we don't have a
wheelchair ramp you know to support
someone with a disability but just
systems and processes that can
incorporate a inclusive community. Um I
think one of the things I would also say
is that we need to be more culturally
driven or minded. We're a melting pot
the BVI we have Hispanics. We now have
Haitians. we have all type of um
customers and I think um sometimes we
will look at making sure that we have
the necessary translations in place to
support them um so that we can be even
more amazing. Thank you
>> Miss Rubain.
>> Miss Rubain
>> I want to be able to conduct service
with the government without leaving my bed.
bed.
>> That's what I want to do. I want to be
able to renew my driver's license
without having to put on makeup that
morning and then drive to the DMV and
hope that my picture look good cuz I'm
stuck with it for the next couple years,
you know? >> Yeah.
>> Yeah.
>> I I want the possibility of being able
to do anything if I am in vacation in
Dubai or Bali.
>> Bali. Bali is nice.
>> I know. Bali is nice.
>> Bali is nice.
>> The chocolate is really good. The Dubai
chocolate as well. I want to be able to
renew my trade license, renew my
driver's license. I don't want to have
to worry that when I get back from my
birthday vacation that I can't drive
because I wasn't able to do it before I
left. You know,
>> I want like Miss Mrs. Let said, I want
everything at my finger. Do you see
>> the world is within the palm of your
hand literally so why do I have to get up
up
and go and fill a form
that's do should we talk about the
liquor license process no because like
>> we should not have to repeat the same
information it
>> on multiple application forms. We going
light a a match and start over. Yeah.
Light a match and start from scratch. If
we had the money in the public service
to do and create an organization, the DJ
went to Singapore recently
>> and the excitement he was like a kid in
a candy store and said, "Listen, this is
what I saw. This is what we're doing.
>> Make it happen."
>> The pictures were coming in on WhatsApp
left, right, and center because
>> it exists.
>> Yes. Yes.
>> It exists. It's possible, >> right?
>> right?
>> It is not a far-fetched dream that is in
Never Neverland. It is on this very
globe. So that's what I want.
>> That's what you want. >> Mhm.
>> Mhm.
>> I think that have been shared, all the
ideas are excellent. I support everyone.
The only other thing I would add is just
a bit more coaching and development as
we come into the service to help us to
get up the ladder. We don't expect
everyone. everyone won't make it to be
deputy governor, permanent secretary,
>> but just to have that type of support
cuz I don't think that it's across the
organization as it should. There's some
places where you see movement, you see
people growth, you see motivation, you
feel a different energy when you enter
certain places and good great example
would be deputy governor's office. It's
a different type of energy. We see
people growing and so we need that
replicated throughout the service. I've
seen Miss Rubin. I've seen you. I've
seen Miss Brown. I've seen Mrs. Cupid
Bratwit. I've seen myself even though
I'm not part of your team,
>> but we need to do a bit more as team members
members
>> and it may not be that it's a formal
program, but if each one of us say,
well, okay, I'm going to work along with
Miss Leome and I'm going to give her
encouragement. She will be my person.
Then that's how it starts. that little
match. It only takes a spark to get the
fire going. So, it's within each one of
us to, you know, just encourage. So,
great points. Loved each one. I I can't
absolutely wait to take my own selfie
>> for my driver's license.
>> You know, well, the water bill we could
already pay online, >> right?
>> right?
>> So, we are getting there, but just to
get to the further steps and then the
people part of it, that development,
>> that'll be ideal.
>> That's the mind shift.
>> I think that's that's something. And I I
like how Miss Miss Rapset said that that
we're getting there. And I think we're
we've we've be on the outside. I was one
of the person that was like, "What what
are y'all doing? What are you really in
there doing from 8:30 to 4:30? >> Nothing.
>> Nothing.
>> What are you doing?"
>> But when you really look at it from the
from a different lens and you pay
attention, we have made incredible progress.
progress.
>> Yes, we have. like in the past year
alone this public service has taken
strides that are that I am almost
positive has placed us in the upper
echelons in this region. Right. So I
want to pull in a question from teams um
from Malvin Brathweight. He says what
does being a public officer mean to you?
Do you believe that choosing a career in
the public service is appreciated and
respected? is is an appreciated,
respected and valued profession in the
Vorton Islands of today. I am going to
>> What?
>> You're watching me, so you automatically
get to go first.
>> Okay. As I mentioned earlier, I've been
a public officer for 29 years in
counting. Um,
I have literally started from the bottom
and gone up. I'm very proud and I've
been had some surprises. This is not
when I came into the service. I never
saw myself being public service
transfer. Well, the course didn't exist, but still it was not. I'm a um trained
but still it was not. I'm a um trained counselor and thought counseling was my
counselor and thought counseling was my thing and that's what I was going to do
thing and that's what I was going to do and that's it. But I have these other
and that's it. But I have these other skill sets.
skill sets. >> Mindset shift.
>> Mindset shift. >> All right.
>> All right. >> Um so yes, I am very very proud. But
>> Um so yes, I am very very proud. But I've had opportunities um to go and work
I've had opportunities um to go and work in the private sector early on in my
in the private sector early on in my career and I am glad I I stuck to being
career and I am glad I I stuck to being a public officer cuz while yes um it's
a public officer cuz while yes um it's not always a thank persons don't always
not always a thank persons don't always appreciate you. You get a lot of
appreciate you. You get a lot of criticism from the public.
criticism from the public. >> Um even though you're working very hard,
>> Um even though you're working very hard, they can't always people can't see it
they can't always people can't see it and feel it. It's not tangible to them.
and feel it. It's not tangible to them. They tend to say like you said before
They tend to say like you said before you came into the service, what are you
you came into the service, what are you guys doing in there from 8:30 to 4:30?
guys doing in there from 8:30 to 4:30? >> Why are you doing it? wise.
>> Why are you doing it? wise. Okay. But I wouldn't trade it. I
Okay. But I wouldn't trade it. I wouldn't trade the career path I've
wouldn't trade the career path I've taken in a journey and where where it's
taken in a journey and where where it's led me to doing because we do meaningful
led me to doing because we do meaningful work. Yes, you can go to the private
work. Yes, you can go to the private sector and make a lot more money and
sector and make a lot more money and possibly do a lot less, but would the
possibly do a lot less, but would the work be as in fact would you be able to
work be as in fact would you be able to impact like Miss Brown said a family, a
impact like Miss Brown said a family, a person, a community, a whole territory,
person, a community, a whole territory, you know, would you have that
you know, would you have that opportunity? We impact. We sit around
opportunity? We impact. We sit around tables and make decisions on legislation
tables and make decisions on legislation and policies.
and policies. >> I am always blown mind blown every time
>> I am always blown mind blown every time that I'm at a table and like so we about
that I'm at a table and like so we about to do this and I'm a part of this.
to do this and I'm a part of this. >> Exactly. It's like if you really sit
>> Exactly. It's like if you really sit back and think about what you do every
back and think about what you do every day and the opportunities afforded to
day and the opportunities afforded to you as a public officer like you can't
you as a public officer like you can't help but feel like oh my god you know
help but feel like oh my god you know like
like >> this is amazing. I'm in this room I get
>> this is amazing. I'm in this room I get to say I was there. I was part of this.
to say I was there. I was part of this. In the private sector, you don't have
In the private sector, you don't have that opportunity. So, it's all about
that opportunity. So, it's all about what you value and what you want your
what you value and what you want your life to be. What impact you want to
life to be. What impact you want to what's your story at the end of your
what's your story at the end of your life? What do you want to have?
life? What do you want to have? >> What's your story?
>> What's your story? >> Yeah.
>> Yeah. >> Who wants it?
>> Who wants it? >> I'll go.
>> I'll go. >> I'll go. Keeping my head straight.
>> I'll go. Keeping my head straight. >> I notic.
>> I notic. >> But if Mr. Adams is like me, if you
>> But if Mr. Adams is like me, if you don't make eye contact, that's when I
don't make eye contact, that's when I pick on you first. I like Mrs. Bradit. I
pick on you first. I like Mrs. Bradit. I became a public officer straight out of
became a public officer straight out of high school and I think this was the
high school and I think this was the best decision I ever made in my entire
best decision I ever made in my entire life. If you decide that you're going to
life. If you decide that you're going to be a public officer because you want to
be a public officer because you want to be paid, you're in the wrong
be paid, you're in the wrong organization.
organization. >> Mhm.
>> Mhm. >> I have you you want to be paid as well,
>> I have you you want to be paid as well, right?
right? >> Yeah.
>> Yeah. >> I mean I mean money is necessary, you
>> I mean I mean money is necessary, you know,
know, >> but your impact is greater.
>> but your impact is greater. >> Yeah.
>> Yeah. >> Because because Mrs. brought what they
>> Because because Mrs. brought what they said. We make decisions that don't just
said. We make decisions that don't just impact our organization. We make
impact our organization. We make decisions that impact the entire
decisions that impact the entire territory and a lot of times persons may
territory and a lot of times persons may not agree with things that are done.
not agree with things that are done. >> Mhm.
>> Mhm. >> But if you really think about it, a lot
>> But if you really think about it, a lot of things, look at the customer service
of things, look at the customer service program. How have we impacted the
program. How have we impacted the territory?
territory? We have public officers at ports of
We have public officers at ports of entry to deal with visitors and that
entry to deal with visitors and that sets the stage. I would not trade being
sets the stage. I would not trade being a public officer for anything. I have
a public officer for anything. I have been a public officer
been a public officer >> calculating 20
>> calculating 20 >> 20 something years 25. This it counting
>> 20 something years 25. This it counting as 20 but it's actually been like 25 27
as 20 but it's actually been like 25 27 years since I've been a public officer.
years since I've been a public officer. I showing my age.
I showing my age. >> I look good for my age, right?
>> I look good for my age, right? >> Yeah, man.
>> Yeah, man. >> But I I I've walked like Mrs. Bradley.
>> But I I I've walked like Mrs. Bradley. I've walked across I counted the other
I've walked across I counted the other day 13 different departments. I was
day 13 different departments. I was going to ask you cuz you've you've
going to ask you cuz you've you've hopped and you've skipped a bit. You've
hopped and you've skipped a bit. You've collaborated with
collaborated with >> I have and I have done administrative
>> I have and I have done administrative roles. I've done technical roles
roles. I've done technical roles >> and it's been exciting. I was the
>> and it's been exciting. I was the government's first web administrator
government's first web administrator when I was working at GIS.
when I was working at GIS. >> That post was created for me. I ran
>> That post was created for me. I ran after a while because it was too much.
after a while because it was too much. It was a lot. I am the first director of
It was a lot. I am the first director of customer service and it's exciting to be
customer service and it's exciting to be able to say the government of the Virgin
able to say the government of the Virgin Islands has created opportunities for
Islands has created opportunities for persons and for the territory that has
persons and for the territory that has made a difference. I am a proud public
made a difference. I am a proud public officer in every sense of the word.
officer in every sense of the word. >> Wow.
>> Wow. We're just going down the line now.
We're just going down the line now. >> Miss Brown running it from you though.
>> Miss Brown running it from you though. >> Okay. Just because she mentioned it,
>> Okay. Just because she mentioned it, >> the director picked on me,
>> the director picked on me, >> you know. Um I'm trying to wonder what
>> you know. Um I'm trying to wonder what what can I say because my public service
what can I say because my public service journey has been so amazing. Um,
journey has been so amazing. Um, initially for me unlike all these
initially for me unlike all these amazing testimonies, I started in 2003
amazing testimonies, I started in 2003 and when I came in I worked in HR as a
and when I came in I worked in HR as a human resources clerk one and 6 months
human resources clerk one and 6 months later uh when they had the employee of
later uh when they had the employee of the quarter initiative when that first
the quarter initiative when that first launched I I became the winner of that
launched I I became the winner of that quarter just coming into the public
quarter just coming into the public service and we're talking about
service and we're talking about opportunities and when you have amazing
opportunities and when you have amazing supervisors and superiors that see your
supervisors and superiors that see your skill set that support you. this is in
skill set that support you. this is in the public service and these are why I'm
the public service and these are why I'm I just love being a part of this amazing
I just love being a part of this amazing service and then six months later I was
service and then six months later I was promoted to HR Clark tree and then after
promoted to HR Clark tree and then after that I left the service and I went into
that I left the service and I went into the private you know again Miss Adams
the private you know again Miss Adams was talking about the money yeah I went
was talking about the money yeah I went across for that but then things went
across for that but then things went south a bit and then um sometime later
south a bit and then um sometime later um I met the deputy governor at one of
um I met the deputy governor at one of our amazing motivation at balance and
our amazing motivation at balance and carpel and I'm there I I want to share
carpel and I'm there I I want to share this I don't know who amazing person is
this I don't know who amazing person is listening right now and if you're
listening right now and if you're thinking about coming into public
thinking about coming into public service this is the place to be and I'm
service this is the place to be and I'm going to tell you why
going to tell you why >> that's good cuz somebody actually asked
>> that's good cuz somebody actually asked that question on Facebook what's your
that question on Facebook what's your advice to people who
advice to people who >> want to be a public
>> want to be a public >> who want to join the public service
>> who want to join the public service >> awesome so I was there in the back row
>> awesome so I was there in the back row and at the passing auditorium and I'm
and at the passing auditorium and I'm crying crying crying my eyes out and I'm
crying crying crying my eyes out and I'm telling my friend I hate where I work
telling my friend I hate where I work and I'm not going to say where that was
and I'm not going to say where that was at that time and and she's like uh
at that time and and she's like uh compose yourself. We just had an
compose yourself. We just had an intermission and here is the the deputy
intermission and here is the the deputy the governor now coming up the aisle and
the governor now coming up the aisle and our eyes being said, "Miss Brown, is
our eyes being said, "Miss Brown, is that you?" And I'm like, "Oh my god, he
that you?" And I'm like, "Oh my god, he see me cry." I said, "Yes, it is." And
see me cry." I said, "Yes, it is." And he's like, "Are you ready to come back?"
he's like, "Are you ready to come back?" And she's looking at me. I just was
And she's looking at me. I just was telling her and she's like, "Girl,
telling her and she's like, "Girl, compose yourself. Respond. Respond.
compose yourself. Respond. Respond. Respond." And I'm like, "Yes, I am." And
Respond." And I'm like, "Yes, I am." And the next day, I had an interview. Um he
the next day, I had an interview. Um he said it was good. And then here I here I
said it was good. And then here I here I came into the public service as a
came into the public service as a personal assistant to the deputy
personal assistant to the deputy governor at the time as permanent
governor at the time as permanent secretary. And I want to tell you this.
secretary. And I want to tell you this. I I came into that that role having no
I I came into that that role having no experience, no having no information.
experience, no having no information. And I learned so much. I had opportunity
And I learned so much. I had opportunity to lead in projects and opportunities to
to lead in projects and opportunities to serve and change things and and just
serve and change things and and just just do amazing things. And then after
just do amazing things. And then after that, we came across here. But I've been
that, we came across here. But I've been the longest serving personal assistant
the longest serving personal assistant to the deputy governor and it's been
to the deputy governor and it's been tremendous. I've I've been serving in so
tremendous. I've I've been serving in so many roles and like u Mr. Adams says
many roles and like u Mr. Adams says we've done so much things where it comes
we've done so much things where it comes to legislating co came and out of that
to legislating co came and out of that the deputy governor's office along with
the deputy governor's office along with amazing departments we led the charge
amazing departments we led the charge with the health emergency um u call
with the health emergency um u call center operating center and then the
center operating center and then the customer service center was bought out
customer service center was bought out of that. So in the public service, this
of that. So in the public service, this is why it is the most amazing
is why it is the most amazing opportunity. You get to lead. You get to
opportunity. You get to lead. You get to be a part of amazing opportunities that
be a part of amazing opportunities that will go down in history to change
will go down in history to change generation to generations to legislate
generation to generations to legislate and to just be totally amazing. Thank
and to just be totally amazing. Thank you for listening. It is great being a
you for listening. It is great being a public officer.
>> No pressure. No pressure. >> Everybody talk to you. No pressure.
>> Everybody talk to you. No pressure. >> Um,
>> Um, if I be honest,
if I be honest, >> I haven't given it much thought until
>> I haven't given it much thought until recent.
recent. >> When I've I joined um the department of
>> When I've I joined um the department of IT back in 2010.
IT back in 2010. It was an opportunity and I applied and
It was an opportunity and I applied and I got the post and I joined. And for me
I got the post and I joined. And for me it was just um a eagerness to learn
it was just um a eagerness to learn >> what was there. Um I remember um working
>> what was there. Um I remember um working with Craig at the time and I went across
with Craig at the time and I went across to his desk and I said, "What are you
to his desk and I said, "What are you doing?"
doing?" >> And from there we begin a working
>> And from there we begin a working relationship cuz he showed me what he
relationship cuz he showed me what he was doing and I just had a willingness
was doing and I just had a willingness to learn. Um recently it's just been uh
to learn. Um recently it's just been uh the thought that what we do not only
the thought that what we do not only affects the government but it affects
affects the government but it affects the entire BVI
the entire BVI >> cuz we're instrumental in some of the
>> cuz we're instrumental in some of the systems um for the departments for the
systems um for the departments for the ministries. You know as you said you're
ministries. You know as you said you're able to pay your water and sewage bill
able to pay your water and sewage bill online. You know we were instrumental is
online. You know we were instrumental is trying to get those things um in place
trying to get those things um in place and be able to put those things in
and be able to put those things in place. um the
place. um the the inland revenue system that was
the inland revenue system that was recently um upgraded. We were a part of
recently um upgraded. We were a part of that.
that. >> So it's just the recent thought that
>> So it's just the recent thought that being a public officer has afforded you
being a public officer has afforded you the opportunity to learn um from the
the opportunity to learn um from the position that I sit
position that I sit >> um learn about different departments
>> um learn about different departments because we have to interact with these
because we have to interact with these different departments if they need a
different departments if they need a system. Correct. If they need a system,
system. Correct. If they need a system, my panel,
my panel, >> if they need a system, we don't just
>> if they need a system, we don't just build a system. We have to understand
build a system. We have to understand what they do. We have to understand the
what they do. We have to understand the legislation. We have to understand how
legislation. We have to understand how this affects what it is we're trying to
this affects what it is we're trying to build. So, from that perspective, we've
build. So, from that perspective, we've learned a lot from um different
learned a lot from um different departments and different ministries
departments and different ministries about what they do, the services that
about what they do, the services that they provide, how persons go about
they provide, how persons go about getting access to that information. And
getting access to that information. And I would say um that being a public
I would say um that being a public officer I think one of the things is
officer I think one of the things is just being open to learning, being open
just being open to learning, being open to the possibilities that are there
to the possibilities that are there because the possibilities are endless.
because the possibilities are endless. >> Thank you.
>> Thank you. >> My story is a little bit different. So I
>> My story is a little bit different. So I originally came in 2001 and by 2003 I
originally came in 2001 and by 2003 I went to private sector because guess
went to private sector because guess what?
what? >> It wasn't the money,
>> It wasn't the money, >> it was a lack of fulfillment. So the
>> it was a lack of fulfillment. So the energy that's in this room right now,
energy that's in this room right now, >> I didn't have that.
>> I didn't have that. >> So I left, saw an advertisement in 2008,
>> So I left, saw an advertisement in 2008, applied. It took a little while, but
applied. It took a little while, but 2009, I rejoined back in the service
2009, I rejoined back in the service >> and it started off rocky again. I said,
>> and it started off rocky again. I said, Lord, I can't leave again, but
Lord, I can't leave again, but opportunities started to open. The more
opportunities started to open. The more I said, yes, let me join the public
I said, yes, let me join the public service week committee. Yes, let me go
service week committee. Yes, let me go and help with this. That helped me now
and help with this. That helped me now to be able to get an acting appointment
to be able to get an acting appointment in the ministry eventually being
in the ministry eventually being confirmed as HR manager and being able
confirmed as HR manager and being able to sit here with my colleagues today.
to sit here with my colleagues today. So, what I would like to just say to
So, what I would like to just say to others out there, it's very easy to sit
others out there, it's very easy to sit in your silo and hear your colleagues
in your silo and hear your colleagues say, "Oh, don't go help them. Don't go
say, "Oh, don't go help them. Don't go and assist." But if you don't go and
and assist." But if you don't go and assist, if you don't show that
assist, if you don't show that willingness, then people won't know you.
willingness, then people won't know you. your name would come across their desk.
your name would come across their desk. Well, I don't know who this person is.
Well, I don't know who this person is. But when they see Miss Rubain, oh yes,
But when they see Miss Rubain, oh yes, she's been involved in all these
she's been involved in all these different things. We see her out there.
different things. We see her out there. We see Mr. Adams running. Miss Leam is
We see Mr. Adams running. Miss Leam is who saved me the other day from the
who saved me the other day from the problem that I had. So with whatever you
problem that I had. So with whatever you do, and I am definitely a proud public
do, and I am definitely a proud public officer, 15 well 16 years of service.
officer, 15 well 16 years of service. I'll be honored for my 15 years on
I'll be honored for my 15 years on Thursday.
Thursday. >> Years. Yes. But you know the the journey
>> Years. Yes. But you know the the journey has been great and don't even talk about
has been great and don't even talk about the learning opportunities that I've
the learning opportunities that I've been able to get. I'm on the way to
been able to get. I'm on the way to doing my SHM certification.
doing my SHM certification. You know, I've done other qualifications
You know, I've done other qualifications since I've been in the public service,
since I've been in the public service, been recognized for it. And that's what
been recognized for it. And that's what it's all about. If you want to learn and
it's all about. If you want to learn and grow, here is the place to be. If you
grow, here is the place to be. If you want to be able to move around a
want to be able to move around a wonderful organization, 60 plus
wonderful organization, 60 plus departments, so you don't have to be
departments, so you don't have to be stuck. If you're not enjoying what
stuck. If you're not enjoying what you're doing, reach out to the different
you're doing, reach out to the different ministerial HR managers. Look at
ministerial HR managers. Look at opportunities. Check the site. See what
opportunities. Check the site. See what transfer opportunities, what rotations
transfer opportunities, what rotations are there. Job shadowing. We've we did
are there. Job shadowing. We've we did job shadowing between Ministry of
job shadowing between Ministry of Environment and Deputy Governor's
Environment and Deputy Governor's Office, customer care center, so our
Office, customer care center, so our officers could get the magic. Whatever
officers could get the magic. Whatever magic is happening, we wanted to because
magic is happening, we wanted to because of course I have to chime in here and
of course I have to chime in here and say, well, we are team supersonics. So,
say, well, we are team supersonics. So, so we have to keep it looking good. But
so we have to keep it looking good. But just saying that I am proud to be a
just saying that I am proud to be a public officer and if anybody has any
public officer and if anybody has any questions, these wonderful people and
questions, these wonderful people and myself on this panel, we're always here
myself on this panel, we're always here to support you on the journey.
to support you on the journey. >> Thank you. And thank you to all of you.
>> Thank you. And thank you to all of you. So, we're we're just at about that
So, we're we're just at about that point. Um, I'd like to thank those of
point. Um, I'd like to thank those of you who joined us on Teams. I don't know
you who joined us on Teams. I don't know if we have any other questions that came
if we have any other questions that came in. Nothing there. And I don't see
in. Nothing there. And I don't see anything else on Facebook. So those of
anything else on Facebook. So those of public officers who join us on themes
public officers who join us on themes and those of you on Facebook that joined
and those of you on Facebook that joined us live this afternoon, I'd like to say
us live this afternoon, I'd like to say thank you for celebrating CX day,
thank you for celebrating CX day, customer experience day with us. This
customer experience day with us. This morning we launched, relaunched and
morning we launched, relaunched and reintroduced public service charters,
reintroduced public service charters, sorry, into the public service. A
sorry, into the public service. A momentous occasion in the history of
momentous occasion in the history of this organization and as the deputy
this organization and as the deputy governor said, a transition point, a
governor said, a transition point, a jumping board as we continue to build
jumping board as we continue to build out this institution.
out this institution. This afternoon, public service public
This afternoon, public service public service week continues at 5:30 p.m. at
service week continues at 5:30 p.m. at the multi-purpose sports complex for a
the multi-purpose sports complex for a volleyball competition. We also are
volleyball competition. We also are going to share a link on our channels
going to share a link on our channels very soon for you to have an opportunity
very soon for you to have an opportunity to directly commend a public officer
to directly commend a public officer that you believe have served incredibly
that you believe have served incredibly or continues to serve incredibly in the
or continues to serve incredibly in the area of customer service. That's our
area of customer service. That's our gratitude wall. So, we're building a
gratitude wall. So, we're building a massive wall with all the names and
massive wall with all the names and messages for the people who contribute
messages for the people who contribute exceptionally well. On behalf of the
exceptionally well. On behalf of the office of a deputy governor, the
office of a deputy governor, the governor's group, and the entire public
governor's group, and the entire public service and these wonderful ladies who
service and these wonderful ladies who have joined me today, it has been my
have joined me today, it has been my distinct pleasure to sit on to sit with
distinct pleasure to sit on to sit with you today on our CX day panel. Happy CX
you today on our CX day panel. Happy CX day. Happy public service week and I'll
day. Happy public service week and I'll see you next time. My name is USA Adams.
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