The Ministry of Education has introduced stricter customer service standards across all its offices — including a directive that all official phones must be answered within two rings — in an effort to improve public access and responsiveness.
The new policy, effective December 8, forms part of a broader customer service framework that applies to frontline staff, divisional offices and headquarters.
“All official telephones must be answered promptly within two rings to ensure timely, professional and efficient communication,” the Ministry policy states.
The Ministry says the rule is designed to prevent frustration and improve trust between the public and education authorities.
Beyond telephone etiquette, the policy sets expectations for officers to be polite, courteous, accurate and responsive when handling queries.
“The first impression is a lasting impression,” the Ministry noted. “Our officers must always maintain the image of the Ministry.”
Officers are encouraged to address customers respectfully — using terms such as Mr, Ms, Sir or Madam — and to communicate in a warm, friendly tone so people feel comfortable sharing their concerns. English remains the main language of communication, although translations may be offered where needed.
The policy confirms that customers will generally be served on a first-come, first-served basis — except for expecting mothers, the elderly, those with special needs, and parents with infants, as well as urgent cases.
Supervisors have been instructed to manage rosters carefully, including lunch schedules, to avoid long queues and slow service.
The Ministry is also promoting the Drop Everything and Respond (DEAR) approach at counters.
“Officers must greet customers, acknowledge their presence with eye contact and introduce themselves with a smile,” the policy said.
Waiting areas must be clean, well-lit, ventilated and OHS-compliant, with adequate chairs, rubbish bins and clearly labelled forms available. Reading materials may also be provided.
Email responses must be professional, grammatically correct and sent within reasonable timelines.
Staff have also been reminded to seek supervisor advice when dealing with sensitive matters or unfamiliar issues.
