Annual Report of the Judiciary of Trinidad and Tobago 2012-2013 Annual Report 2012-2013 | Page 28

Customer Care Training
The CPIU completed a major Customer Care Training
Pilot (CCTP) programme at the CHMRU and the Finance
and Accounts Unit: two areas critical to the service delivery
efforts of the institution. The CCTP was intended to
transform the customer contact process into one characterised by a customer centric style of interacting with internal
and external customers. This represented a deepening of
the programme implemented by the CPIU over the past
few years which included intensive related training for staff
at all levels and in all locations of the Institution. The
programme also introduced customer service desks at a
number of court locations (St George West, Tunapuna,
Arima, Sangre Grande, San Fernando both of the Magisterial and High Court levels, Chaguanas, Tobago and the Hall
of Justice, Port of Spain) where physical conditions allowed
for accommodation of customer service representatives.
An evaluation is being undertaken to guide expansion of
the programme in the years ahead in furtherance of the
focus that is being amplified on customer care by the
Judiciary. The new and more detailed training programme
initiated for the CHRMU and Finance and Accounts Unit
hopes to introduce a new era in customer management
with a new attitude, new standards and new behaviours as
hallmarks that can now drive the Judiciary’s approach to
customer management at all levels.

Employee Care
In its quest to become an employer of choice, and one that
cultivates an organisational identity where people come
first, the Judiciary is committed to ensuring that its staff
achieve their full potential. Their safety and security constitute a first priority in this regard. Accordingly the Institution has invested in a variety of services to support employees’ well being and worklife balance. This year, the
Judiciary was able to take further steps towards the roll-out
of its Employee Assistance Programme (EAP), Fitness and
Wellness programme, and After-School and Vacation

centre. Further preparatory work on providing a guaranteed hassle-free employee transportation system to and
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