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'Public judging'

Tevita Vuibau
Saturday, July 26, 2014

THE NFA says it will let the public be the judge of the services they provide.

Responding to questions from this newspaper, NFA chief executive John O'Connor said the people they provided services to would be the best judge of their capabilities.

"In terms of how we perform, we usually leave that to the members of the community to rate our performance," Mr O'Connor said.

One of the ways the NFA gauges its effectiveness is from the feedback from the public at the end of each year.

"One of the KPIs for us is at the end of the year, we conduct a customer survey to get feedback from the customers on how effective the response is.

"And from there, we can implement strategies to ensure that we improve the standard.

"One of the changes that we brought about is to continually challenge ourselves as a group, improve the services and the expectation of the customer rises."





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