“Service quality must improve immediately” – Finance Minister tells public, private sectors

Senior Minister in the Office of the President with Responsibility for Finance, Dr Ashni Singh, has called on both public and private sector agencies to urgently improve the quality of service offered to citizens, warning that Guyana’s rapid modernisation must be reflected not only in infrastructure but also in how people are treated when accessing services.

Speaking at a recent engagement with the National Insurance Scheme (NIS), Dr Singh said that while the nation’s physical transformation is “visible everywhere”, the Government’s vision for a modern Guyana, as outlined by President Irfaan Ali, goes far beyond new roads, buildings, and housing developments. “The modern Guyana that we are building cannot only be seen through infrastructure; it must also be felt through efficiency, respect, and quality service delivery,” he asserted.
He cautioned that the country cannot continue to invest in state-of-the-art facilities and thriving new businesses, only for citizens to “feel like they are stepping back into the stone ages” when they interact with certain Government agencies. “Every single Government agency, and indeed every private sector company that provides service to people, must as a matter of urgency immediately consider ways in which service quality can be improved,” the Minister emphasised.
Reiterating that citizens must have smooth and efficient access to Government services, Singh said agencies have a duty to be citizen-friendly in both their operations and attitude. He reminded officials that this was a key commitment made in the PPP/C’s election manifesto and remains a central part of President Ali’s development agenda. “It cannot be business as usual,” he warned, urging the NIS Board, management, and staff to take tangible steps to eliminate long-standing frustrations faced by citizens.
Singh urged the agency to develop concrete initiatives that will ensure visible, measurable improvements in how services are delivered. He said the goal is for citizens to feel that “we are being served better by this new NIS” and to experience a genuine shift in the organisation’s responsiveness and efficiency.
Highlighting the need for cultural change within institutions, Singh pointed to the ongoing modernisation of pension payment systems as an example. He recalled that as recently as 2020, nearly every pensioner had to physically visit NIS offices to collect their pensions. However, with the adoption of digital systems, a growing number of pensioners now receive their payments directly into their bank accounts.
Out of nearly 60,000 active pensioners, Singh said that 20,586 now receive their pensions via bank lodgement, while roughly 40,000 still rely on manual collection. He urged the NIS to intensify efforts to promote electronic payments, stressing that “nobody needs to stand in long lines in the rain or sun to receive what is rightfully theirs.” He further noted that building public trust in the banking system is essential, as it supports efficiency and transparency in financial transactions.
The Minister also praised the agency’s introduction of WhatsApp-based services, allowing pensioners to submit life certificates and conduct other transactions digitally. He said such innovations are a testament to what is possible when agencies embrace technology and citizen-centred thinking.
Singh reaffirmed that modernisation must be holistic – combining infrastructure, digital innovation, and improved public interaction. “The modern Guyana we are building is not just about highways and skyscrapers – it’s about how every citizen feels when they engage with their Government and service providers,” he concluded.
He reiterated that this transformation is not optional but an obligation for every agency and business operating in the new Guyana: “We must match our physical transformation with a transformation in mindset, culture, and service quality.”