It appears that some government entities are snubbing their collective noses at Chief Secretary George McCarthy, the Office of the Complaints Commissioner and – maybe worst of all – the public.
A report from the OCC shows that many government entities have no method in place to deal with complaints from its customers.
That’s just bad business.
It also gives a black eye to government as a whole.
The workers who are ignoring the public are the same ones who expect prompt and reliable service from places like A.L. Thompson’s Home Depot, Cayman National Bank, Deloitte and The Lighthouse restaurant.
They should be giving what they expect of others.
Customer service is paramount in any business.
It can break or build the reputation of a person, company or government entity.
Mr. McCarthy encouraged government entities to create and implement an internal complaints process.
Of the 76 entities OCC queried about adopting such a process 34 said they had one in place, 17 said they did not and 25 just didn’t even bother to respond.
Their lack of response is a direct correlation to their insensitivity to their customers.
Probably even worse than not responding were the entities that ignored Mr. McCarthy’s recommendation.
Everyone can learn from customer complaints and adopt policies or procedures to ensure the problem doesn’t occur again.
The OCC was designed to take complaints from the public about government entities, but the law that set up the commission makes it clear that residents must first attempt to resolve the complaint with the offending entity.
Government organisations have an impact on all of us in one way or another.
There’s been much grumbling from the public about being ignored or not getting through to government agencies.
We now know that those complaints are valid.
OCC will conduct another survey of government entities this year.
We hope the responses are a bit better this time around.
Ignoring customers is bad business.
Related Videos
