In the area of Customer Loyalty and Retention Programme, there was evidence of policies and

procedures that were documented and implemented to protect customer information, manage

customers’ experience, analyze customer satisfaction and repeated behavior.

The operations of the JCF is governed by the Ministry of Justice, whose goal is to deliver

excellent service to customers and users of the justice system by transforming the service

delivery culture from a bureaucratic one to one, which is more customer- service oriented, whilst

aligning this to the national development 2030 vision to “make Jamaica the place of choice to  

live, work, raise families and do business”.

A Customer Service Unit in the Ministry of Justice has been given the responsibility to ensure

that both external and internal customers experience client- focused service. It is also the

Government’s priority to reduce the crime level and build community support for law

enforcement by using a Citizen- focused service programmes such as : Ministry’s Crime

Prevention & Community Safety Strategy and the Community Renewal Programme (Citizens

Security & Justice Programme).

It is quite evident that customer satisfaction is a core value of the modernization of the JCF. The

JCF constantly seeks to evaluate its efforts and initiatives to appropriately respond to evolving

law enforcement and crime prevention demands. The second strategic priority as seen in the JCF

Corporate Plan 2015- 2018 emphasizes the strategic objectives, key strategies, desired outcomes

and performance indicators to improve public safety, confidence and trust.

In respect to handlings complaints from the public about the misconduct of police officers, the

procedures are documented in the Independent Commission of Investigation (INDECOM) Act

2010. The system implemented is transparent and gives the public access to some reports filed by

INDECOM.

There is some provision made for persons to obtain Objective and Reliable Information from the

JCF from the websites, corporate plans, quarterly reviews, police reports and customer

evaluation researches conducted. The Citizens’ Charter highlights a Customer Care section

which provides information as to how the public can assess the service rendered to them by the

JCF and participate in surveys.

The Strategic plan for the JCF as outlined in the Corporate Plan 2015-2018 outlines the system to

measure service reliability, customer retention and loyalty programmes as well systems for

handling complaints. Although, these policies are documented and have been implemented, there

is need for improvement in areas of protection of customer information and maintaining a client-

focused customer experience.

References

JCF Citizens’ Charter

http://www.jpf.gov.jm/sites/default/files/J.C.F%20%20Citizens%20Charter.pdf

INDECOM ACT 2010

http://www.japarliament.gov.jm/attachments/341_The%20Independent%20Commission%20of
%20Investigation%20Act,%202010,.pdf

 Ministry’s Policy Priorities

http://www.mns.gov.jm/content/policy-priorities

Ministry of Justice – Customer Service Unit

http://moj.gov.jm/customer-service