Paradise Cove Resort in Anguilla is the venue this week for a four-day Regional Customer Service Workshop for Frontline and Management Staff of Social Security Institutions. The workshop, under the theme “Exceeding Expectations with Service Excellence”, was sponsored by the Anguilla Social Security Board and the Inter-American Conference on Social Security.

Timothy Hodge addressing Opening Ceremony

The facilitators delivering the workshop are lead trainer Samuel Rey, (formerly of Anguilla), President/Training Consultant with Host U Services and an Adjunct Professor at the University of the Virgin Islands; and Dr. Phyllis Fleming-Banks, an Anguillian Sociologist and Human Resources Development Consultant.

The workshop participants are representing Anguilla, Antigua, Barbados, Dominica, Grenada, St. Kitts-Nevis, Trinidad, Turks & Caicos Islands and St. Lucia.

Section of participants

Speaking at the opening ceremony, Anguilla’s Director of Social Security, Timothy Hodge, said the aim of the training was to enable the Social Security Boards in Anguilla and the rest of the region to establish and deliver world-class services. He said the Social Security Systems in Anguilla and the Turks and Caicos Islands had decided to go beyond looking at just the financial operations, payouts and benefits of the systems and to introduce “the balance score card” which looks at four perspectives: the customer, financial aspects, learning and growth dealing with staff development and systems and processes.

Minister of Social Security, Victor Banks, said the workshops were originally scheduled to be held in Aruba and the Turks and Caicos Islands. He expressed the hope that the participants would use the opportunity to share experiences with sister institutions from the Caribbean Islands.

Section of participants

Mr. Banks highlighted the importance of the workshop to the training of managers, supervisors, team leaders and other frontline staff in order to deal with the needs of customers. “It goes without saying that those persons who interact directly with the customer, as well as those who are responsible for modelling and implementing the various business strategies, are crucial to enhancing the quality of service delivery,” the Minister added.

The joint workshops came as the Anguilla Social Security System observed its 24th Anniversary.

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