Education ministry pledges overhaul with customer service training, digitisation

The Ministry of Education is set to introduce mandatory customer service training for staff and complete digitisation of its systems to improve how it interacts with parents, teachers, organisations and people, Minister of Educational Transformation Senator Chad Blackman has announced.

The initiative is part of a broader effort to modernise the ministry’s operations and improve public confidence, he said.

“We receive daily requests—whether it’s about school transfers, complaints, or general enquiries—and our current systems are overwhelmed,” he said. “This training will ensure that when a parent or teacher reaches out, they are met with professionalism, efficiency, and respect.”  

He stressed that the ministry’s customer service must be paired with efficiency, adding that the ministry is undergoing a complete digitisation process to ensure faster response times.  

“I have instructed that all operations be digitised by the end of this month,” he announced. “Right now, requests are handled through telephone and email, and because the system cannot handle the volume, things fall through the cracks. This must change.”  

The planned dashboard system will enable real-time tracking of queries, ensuring that students, teachers, and parents receive timely responses.  

“Trust in the ministry has been eroded over the years due to slow responses and bureaucracy,” Senator Blackman acknowledged. “This transformation will restore confidence and accountability in the system.”  

The customer service training will not be a one-time initiative but a core aspect of the ministry’s operations.  

“Whether you call or email, how are you being treated? What is the response time? These are the questions we must address,” the minister noted.  

As part of this shift, the ministry will also implement an internal awards system to recognise outstanding staff.  

“We have some exceptional personnel, and they need to be motivated and rewarded,” Senator Blackman said. “By acknowledging their dedication, we will foster a culture of excellence within the ministry.”  

Addressing concerns about the cost of implementing these initiatives, he revealed that the ministry is leveraging partnerships with key organisations, including the Barbados Hotel and Tourism Association.  

He said: “The hospitality industry is built on customer service, and we can learn from them. Many of these partnerships will be in-kind, rather than requiring major financial investment.”  

Senator Blackman emphasised that developing world-class customer service in education is not just about answering phones—it is about preparing students for the future.

“If we want a world-class education system, we must also have world-class service. This is about building a knowledge-driven economy, where leadership and service excellence go hand in hand,” he said. (SZB)