In-Brief

WorldNet seminar strategizes to transform customer service in gov’t

Economist José Joaquín Villamil (at podium) explains ways for government leaders to improve services and efficiency. Economist José Joaquín Villamil (at podium) explains ways for government leaders to improve services and efficiency.

Telecommunications provider WorldNet recently hosted a seminar to lay out strategies that government agency leaders can follow to improve customer service: a key element in achieving a much-needed transformation and greater efficiencies in the public sector.

During the seminar, invited guest speaker, Economist José Joaquín Villamil, said Puerto Rico’s economic growth partly depends on accomplishing faster results in the services that government provides, which can be achieved through technology integration.

As part of his presentation, Villamil laid out 10 initiatives that could result in improved government services and improve communication skills among agencies.

  1. Integrate the appropriate use of technology;
  2. Be strategic, setting priorities is fundamental in managing resources, coherence in government actions among all agencies and the executive;
  3. Be consistent, and manage to control long term goals;
  4. Have knowledge and understanding of the context in which each agency operates;
  5. Evaluate continuously, as implementing systems that will provide necessary feedback is essential;
  6. Evaluation must be a constant and having the processes that make it possible is key;
  7. Develop the appropriate statistics system to evaluate results to make the necessary changes for a better customer service;
  8. Promote positive results in agencies;
  9. Establish a risk management plan in case of a crisis; and,
  10. Improve the communication system among public agencies so they can successfully share initiative results.

“It’s true that we’re in a phase of a shortage of resources so it’s very important to focus on what really matters, and productivity is essential,” said Villamil referring to considerations Puerto Rico’s public sector must adopt to move forward.

Meanwhile, María Virella, WorldNet’s vice president of operations, said the evolution in government that citizens are expecting is “tied to speed and results. The good news is that we can integrate technology into customer service and push government administration a step forward.”

Author Details
Business reporter with 25 years of experience writing for weekly and daily newspapers, as well as trade publications in Puerto Rico. My list of former employers includes Caribbean Business, The San Juan Star, and the Puerto Rico Daily Sun, among others. My areas of expertise include telecommunications, technology, retail, agriculture, tourism, banking and most other areas of the economy.

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