CXC set to improve service delivery

THE Caribbean Examinations Council (CXC) has put new timelines in place for persons to receive such things as examination results, certificates and transcripts.

So says CXC’s Public Relations Manager, Cleveland Sam. Speaking to the media on the sidelines of the launch of the organisation’s new Customer Service Charter, Sam revealed that customers now have a guarantee in respect of accessing such documents, cutting down the timeline in some instances from weeks, to mere days.

“The Charter would speak to what timeline you can expect to get a transcript processed from us. So in the Charter it is five days, in the past the process took weeks. We have worked with the Examinations Administration Department to come up with a system where students who request transcripts can get those transcripts turned around to institutions in a five-day period… If the division can do that in a shorter space of time – awesome, but the maximum time that a student should wait for a transcript is five days,” he said.

Sam went on to say that in terms of examination results, CXC is now promising students that those results will be available online, four days after they are sent to the respective ministries of education. The Public Relations Manager further stated that as it relates to certificates, within three months of the results being issued, students will be awarded their certificates. That time period, he explained, allows for a review process to be done, before that documentation is printed.

He further told the media that the guarantees contained in the Charter do not stop there. According to Sam, syllabuses for subjects being taught in September each year, are to be made available to schools across the region by the end of January of the respective year. He explained that this will give the schools the opportunity to ensure that they have the requisite human resources in place for each of the subjects, and can adequately prepare for the teaching of those subjects including designing the timetable.

“We also have the regular, very every day things such as answering the telephones and we are promising that when you call CXC, you should get your call answered within three rings. We are also promising for you guys in the media that if you send us a media request, that we will acknowledge it within one hour and you will get a response within two to three hours. For the rest of the public, we will acknowledge your e-mails and correspondence within one business day and you will get a substantive response within two to three business days,” he said. (JRT)