WILLEMSTAD – Minister of Social Development, Labor and Welfare (SOAW) Charetti America-Francisca is calling for greater attention to complaints and signals from the public as part of an effort to improve the ministry’s services. The minister says feedback received directly by SOAW, through the Ombudsman and through other channels should be treated as an opportunity to identify shortcomings and make improvements.
America-Francisca discussed the issue during a periodic meeting with SOAW sector directors, department heads and the ministry’s Secretary-General. The meeting focused on the quality of services provided to the public and areas where changes are needed.
According to the minister, complaints should not simply be regarded as criticism.
“Behind every complaint there is an experience. Behind every signal there is something we can investigate more closely, and where there is room for improvement, we must act,” America-Francisca said.
The minister said she wants SOAW to develop a culture in which feedback is not viewed as an attack, but as information that can help the organization improve.
Particular attention was given to complaints and other signals received from the community, including cases that reach the Ombudsman. The ministry also receives concerns directly from residents and through other channels available to the minister.
America-Francisca said she was encouraged that SOAW’s directors and department heads share the objective of improving services and described the discussions as positive and constructive.
The initiative comes as SOAW provides services that directly affect a broad section of Curaçao’s population, particularly in areas involving social assistance, labor and welfare.
According to America-Francisca, the ultimate objective is to create a ministry that listens, responds and continuously looks for ways to provide better service to the community.
“We do not pretend that everything is perfect,” the minister said. “But we are determined that what can be improved will be addressed.”