Vice President Dr Bharrat Jagdeo’s appeal for greater empathy and efficiency in the distribution of old age pension books is both timely and critical. His comments, made during a weekly press conference, shine a much-needed spotlight on the systemic and attitudinal shortcomings in public service delivery, particularly as they affect vulnerable populations like the elderly. While Government has implemented measures to improve the process, persistent complaints from pensioners underscore the urgent need for better staff management and training. The distribution of old age pension books — a seemingly straightforward administrative task — has been marred by reports of inefficiency and insensitivity. Pensioners have detailed enduring long waiting times, encountering abrupt office closures, and dealing with dismissive attitudes from officers. These experiences are not mere inconveniences; for many elderly citizens, they represent significant physical, emotional, and financial burdens.
The Human Services and Social Security Ministry has said that it has taken steps to streamline the process. These include region-specific distribution schedules, home delivery for shut-in pensioners, and public advisories urging pensioners to avoid peak hours. Yet, the Vice President’s candid critique highlights a glaring issue – the human element. Despite systemic improvements, the attitude and behaviour of some public officers continue to erode public confidence and exacerbate challenges. At its core, the problem lies not just in logistical inefficiencies, but in the culture of public service. Dr Jagdeo’s frustration with officers who prioritise personal matters over their responsibilities and show little regard for the people they are meant to serve is a sentiment shared by many citizens. This behaviour reflects a lack of accountability and a troubling disconnect between public servants and the communities they serve.
With 73,000 pensioners nationwide relying on this system, the stakes are high. The Vice President has rightly pointed out that “Empathy should be at the core of public service.” This statement encapsulates the broader issue: the need for a cultural shift within public institutions. Public service is not merely about fulfilling tasks; it is about serving people with dignity, respect, and care.
To address these issues, a dual approach is needed in regard to systemic reforms and cultural transformation. The Ministry must establish clear accountability mechanisms to ensure officers fulfill their duties responsibly. Supervisors should monitor adherence to schedules, and address complaints promptly. Incidents of negligence or misconduct must be met with appropriate disciplinary action. Additionally, performance evaluations should include metrics that assess how well officers interact with the public, incentivising good behaviour and penalising poor performance. Training is essential to instill the values of empathy and efficiency in public servants. Officers should undergo mandatory customer service training with a focus on understanding the unique challenges faced by the elderly. Role-playing exercises and workshops can help them develop the skills needed to handle high-pressure situations while maintaining professionalism and compassion. Dr. Jagdeo’s call for a systemic approach — possibly leveraging technology — is worth exploring. A digital system for registering pensioners and distributing pension books could minimize human errors and reduce waiting times. For instance, an online appointment booking system could help stagger foot traffic at distribution venues, ensuring a smoother process for both pensioners and staff. Cultural change requires leadership. Senior officials must lead by example, demonstrating empathy in their interactions and emphasizing its importance during staff meetings and training sessions. Public campaigns highlighting the value of respect and care in public service could also help shift attitudes over time. Failing to address these issues would have far-reaching consequences. For pensioners, the current inefficiencies translate into unnecessary hardships. For Government, they result in diminished trust and credibility. In a broader sense, they undermine the very purpose of public service: to enhance the well-being of citizens.
Vice President Jagdeo’s call is an opportunity to reimagine public service delivery in Guyana. By prioritising empathy and efficiency, Government can not only resolve the immediate challenges faced by pensioners, but also set a precedent for how public institutions should operate. This requires a commitment to better staff management, comprehensive training, technological innovation, and a cultural shift towards respect and care.
The elderly, who have contributed to society in countless ways, deserve nothing less.
