Event flyer (click for larger image):
The Jamaica Customer Service Association in collaboration with The Office of the Cabinet (OoC) – Public Sector Transformation & Modernization Division (PSTMD) presents our 2-Day Virtual Conference on Service Excellence.
The Vision for the Service Excellence Conference is Mobilizing the Transformative Power of Service Excellence Integrating People and Technology Across Jamaica and the World.
Customer Service Week / October 4 – 8 This event is a part of the National Customer Service Week (CSW), which is celebrated annually during the first week of October. This year, our week of activities will be celebrated on October 3-8, 2021, under the theme: “You…Me…We Got the Power of Service Excellence!”.
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Oct 5, 2021 | 8:45 AM – 9:00 AM | Expo
Registration
Oct 5, 2021 | 9:00 AM – 10:00 AM | Stage
Celebration of Service – Conference Opening Ceremony – Mrs. Althea McKenzie
Oct 5, 2021 | 10:00 AM – 10:45 AM | Stage
Opening Address: Leveraging the Power of Service Excellence! – Opening Address: Leveraging the Power of Service Excellence! – The Most Honourable Andrew M. Holness, ON, PC, MP
Oct 5, 2021 | 10:45 AM – 11:15 AM | Expo
Coffee Break
Oct 5, 2021 | 10:45 AM – 11:15 AM | Networking
Networking
Oct 5, 2021 | 11:15 AM – 12:00 PM | Stage
Keynote Address: Industry 4.0/5.0 Demand Service Excellence. Are We Seriously Ready? – Dr. Garry Connile
Oct 5, 2021 | 12:00 PM – 1:00 PM | Expo
Lunch Break & Exposition
Oct 5, 2021 | 12:00 PM – 1:00 PM | Networking
Networking
Oct 5, 2021 | 1:00 PM – 1:15 PM | Stage
Customer Service Delight
Oct 5, 2021 | 1:15 PM – 2:05 PM | Stage
Panel Discussion: Industry 5.0: Implications For Quality of Product, Quality of Service & Quality of Life – Ms. Kayon Roberts, Mrs. Delories Jones, Mr. Bevon King, Dr. Nsombi Jaja CMC, PMP, SMC, SAMC
Oct 5, 2021 | 2:05 PM – 3:00 PM | Stage
Powerhouse Forum: Industry 5.0: Implications for the Private Sector, Tourism and Social Enterprise – Mrs. Marlene Street-Forrest, Mrs. Nicola Madden-Greig, Mr. John Byles, Miss Carol Rose Brown
Oct 5, 2021 | 3:00 PM – 3:35 PM | Stage
Closing Address: The Nexus Between Jamaica & Nigeria: The Service Excellence Pillar
Oct 5, 2021 | 3:35 PM – 4:00 PM | Stage
International Customer Service Certification Graduation – Mr. Sam Falletta
Oct 6, 2021 | 9:00 AM – 9:15 AM | Stage
Celebration of Service – Invocation – Mrs. Althea McKenzie
Oct 6, 2021 | 9:15 AM – 10:00 AM | Stage
Creating & Sustaining a National Customer Service Index: Lessons from Singapore – Ms. Neeta Lachmandas
Oct 6, 2021 | 10:00 AM – 10:30 AM | Networking
Entertainment & Networking
Oct 6, 2021 | 10:00 AM – 10:30 AM | Expo
Exposition
Oct 6, 2021 | 10:30 AM – 10:45 AM | Stage
Transforming the Public Sector One Project at a Time – Mrs. Veniece Pottinger-Scott
Oct 6, 2021 | 10:45 AM – 12:00 PM | Stage
Public Sector Forum: Moving Past the Talk to Practical Action to Transforming the Service Culture in the Public Sector – Ms. Meris Haughton, Mr. Wayne Jones, Ms. Cheriese Walcott, Mr. Andrew Wynter, Dr. Lanie-Marie Oakley Williams, Mr. Everton W. Anderson, Ms. Taniquea Callam
Oct 6, 2021 | 12:00 PM – 12:30 PM | Networking
Lunch Break & Networking
Oct 6, 2021 | 12:00 PM – 12:30 PM | Expo
Exposition
Oct 6, 2021 | 12:30 PM – 1:30 PM | Stage
Keynote Speaker: Sustainable Development Through Excellent Service – Dr. The Hon. Nigel Clarke, DPhil. MP
Oct 6, 2021 | 1:30 PM – 2:15 PM | Stage
Closing Address: Celebrating the Heart of Service: People-Power & Technology – Ms. Maxine Attong
Oct 6, 2021 | 2:15 PM – 2:30 PM | Stage
Closing & Evaluation – Mrs. Althea McKenzie
Oct 6, 2021 | 2:30 PM – 4:00 PM | Expo
Exposition
Oct 6, 2021 | 2:30 PM – 4:00 PM | Networking
Networking
The Most Honourable Andrew M. Holness, ON, PC, MP – Prime Minister of Jamaica
Mrs. Althea McKenzie – Host, Broadcast Journalist & Educator
Dr. Garry Connile – UN Resident Coordinator, Northern Caribbean and Former PM of Haiti
Dr. Nsombi Jaja CMC, PMP, SMC, SAMC – JaCSA Chairman, Certified Management Consultant, Certified Dream Builder, Coach and Speaker
Mr. Bevon King – UCC MBA Team Member
Mrs. Delories Jones – UCC MBA Team Member
Ms. Kayon Roberts – UCC MBA Team Member
Miss Carol Rose Brown – Director of Jamaica Centre of Tourism Innovation, TEF
Mr. John Byles – Vice-President, PSOJ and Executive Director, Chukka Caribbean Adventures
Mrs. Nicola Madden-Greig – Group Director of Marketing & Sales , The Courtleigh Hospitality Group
Mrs. Marlene Street-Forrest – Managing Director, Jamaica Stock Exchange Group
Her Excellency, Ambassador Dr. Maureen P. Tamuno – High Commissioner of Nigeria to Jamaica
Mr. Sam Falletta – Chairman of the Board, Professional Association for Customer Engagement (PACE) USA
Ms. Neeta Lachmandas – High Commissioner of Nigeria to Jamaica
Mrs. Veniece Pottinger-Scott – Director General, Public Sector Transformation & Modernisation Division
Ms. Taniquea Callam – Modernisation Programme Integrator, Public Sector Transformation & Modernisation Division
Mr Everton W. Anderson – CEO, National Health Fund
Dr. Lanie-Marie Oakley Williams – Senior General Manager, Customer Relations Management, National Housing Trust
Mr. Andrew Wynter – Chief Executive Officer, Passport Immigration & Citizenship Agency
Ms. Cheriese Walcott – Chief Executive Officer/Commissioner of Lands, National Land Agency
Mr. Wayne Jones – Deputy Financial Secretary, O.D., J.P., Ministry of Finance & The Public Service
Ms. Meris Haughton – Chief Corporate Communications Officer, Tax Administration Jamaica
Dr. The Hon. Nigel Clarke, DPhil. MP – Minister of Finance & the Public Service
Ms. Maxine Attong – Author, OD Consultant, Radio Show & PCC Executive Coach
On September 17, 2026, the Government of Jamaica (GOJ) successfully issued US$1 billion in the international capital markets, achieving a record-low interest rate (coupon) by Jamaica in its international market borrowing history and marking Jamaica’s first USD-denominated issuance in more than a decade. The transaction also represents the country’s first benchmark transaction since Hurricane Melissa in October 2025.
The Minister of Finance and the Public Service is pleased to announce the appointment of Dr. R. Brian Langrin as Governor of the Bank of Jamaica, effective Wednesday, August 19, 2026. Dr. Langrin will succeed Mr. Richard Byles, whose term concludes on Tuesday, August 18, 2026. The appointment is made by the Governor-General in Council.
The National Health Fund (NHF) has retained Jamaica’s highest public sector corporate governance honour, successfully defending the prestigious Greta Bogues Award for Overall Excellence in Corporate Governance at the 2025 Public Bodies’ Corporate Governance Awards Reception.
The National Health Fund (NHF) has retained Jamaica’s highest public sector corporate governance honour, successfully defending the prestigious Greta Bogues Award for Overall Excellence in Corporate Governance at the 2025 Public Bodies’ Corporate Governance Awards Reception.
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