Social Welfare continues on the path to transformation

The Ministry of Social Development and Family Services is the key Ministry in the Social Sector with oversight responsibility for the provision of social services and the reduction of poverty and social inequality in Trinidad and Tobago. At the core of the Ministry, is its Social Welfare Division, which delivers grants and services to approximately 175,000 citizens across the country.  

Given the service-intensive nature of the Ministry and the broad scope of services, the Ministry of Social Development and Family Services has enlisted the assistance of the Ministry of Public Administration to initiate and conduct a Diagnostic Assessment & Service Improvement Project for the Division.

The Modernization and Service Improvement Division (MSID) is managing the project in collaboration with the Public Management Consulting Division (PMCD) and the MSDFS. The goal of the project is to identify and resolve issues adversely affecting the operations of the Social Welfare Division.

The twelve-month journey began on Tuesday 26 February 2019 at an Insights and Discoveries workshop at the Old Fire Station Building, Port of Spain where participants developed a shared understanding of project outcomes, flagged key services for improvement and identified the customer journey and pain points.

The Ministries of Public Administration and Social Development & Family Services has made significant progress since the commencement of the project. To date, Employee and Client Focus Groups and surveys have been administered aimed at assessing the quality of service provided, understanding the main barriers affecting the Division and highlighting areas for improvement. Observation and mystery shopping exercises were also conducted by persons non-affiliated with the Ministry, to analyse the process of accessing social services and grants.

The project is expected to be completed by February 2020 and should see an improvement in in the key business processes and social service delivery of the Social Welfare Division.

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