Citizen's Charter

 

A Citizenís Charter is a document setting out the rights of citizens and guaranteeing the right of redress where the public service fails to meet certain standards.

 

It  gives me great pleasure to present this revised Citizen’s  Charter  to  you  our  valued  clients  and stakeholders. The preparation of this document is our commitment to deliver an efficient,  judicious and responsive Ministry that caters to the needs of our many stakeholders.

The Ministry of Agriculture & Fisheries commits, through  this  document,  to  embrace  a  business-like  and  efficient  approach  in  the  operations  of  our Ministry   and   Agencies.      In   this   regard,   some   of   our   existing departments  and  divisions  will  become  performance-based,  in  order to better support our agricultural programmes namely – the Fisheries Division,  Research  &  Development  Division,  Plant  Quarantine, Produce Inspectorate and the Rural Physical Planning Division. These are earmarked for modernization to better serve you.

As   a   country   that   relies  heavily   on   food   imports,  an  important priority is to increase efficiency and productivity in order to become more competitive  and  reverse     negative     trends   where    they  are manifested. The strategies to be employed will help to modernize the sector,  increase  extension  services,  introduce  and  expand  the application of technology and targeted intervention in specifc crop production. They will also enhance infrastructural development, and place renewed emphasis on value-added and research and development. This document sets out the services offered by the Ministry and our pledge to serve you  our stakeholders.  We commit to fulflling all the assurances given in this document and look forward to your cooperation.

Minister of Agriculture & Fisheries

 

 

The 2030 Vision of the Ministry of Agriculture & Fisheries is to create a transformed agricultural sector in Jamaica.   Our aim is to revitalize rural economies, create linkages and promote agriculture as a viable business activity that contributes to the
economic development of our country.

As we continue to strengthen initiatives to achieve this, we realize that without you, our stakeholders, this vision cannot be realised. It is therefore imperative that we engage all of you – our farmers, donor agencies, local and international partners and our customers in this process of transformation. Our Citizen’s Charter provides us with the opportunity to involve you in this process.

Through our Citizen’s Charter, we are determined to improve our customer relationships.  It is our intention to ensure improved service delivery to both our external and internal customers. We will provide prompt and efficient services; equitable distribution of resources and the introduction of cutting-edge technologies.  We will respond in a timely manner to queries and complaints; listen to you; and  most importantly provide trained and courteous staff to facilitate prompt and efficient service delivery.

We  are  committed  to  providing  an  enabling  environment  to  ensure that our team members are professionals capable of performing at the highest level required by this sector.

On behalf of the Ministry of Agriculture and Fisheries, I extend the greatest appreciation to you, our valued stakeholders, as we chart a course to the best possible standards of service through our Citizen’s Charter.  We anticipate your continued support.

Permanent Secretary


 

A major mandate of the Ministry of Agriculture &  Fisheries (MOA&F) is to drive agricultural production and productivity. We seek to achieve this through:
 -   provision of extension support services;
 -   facilitation of the efficient use of natural resources;
 -   utilization of cutting edge technology; and
-    encouragement of marketing, investment opportunities and increased exports.

The MOA&F portfolio subjects include:
  -   Agriculture;
  -   Agricultural Commodities;
  -   Agricultural Research;
  -   Agricultural Marketing;
  -   Sugar;
  -   Veterinary Services;
  -   Irrigation;
  -   Fisheries;
  -   Livestock;
  -   Plant Protection/Quarantine;
  -   Produce Inspection; and
  -  Public and Botanical Gardens

In carrying out its mission of promoting development, competitiveness  and   efficiency     within     the   sector, the Ministry of Agriculture & Fisheries provides support to farmers and other stakeholders through a number of services, including:
  -   Agricultural Services;
  -   Agricultural Data;
  -   Veterinary Services;
  -   Soil and Agricultural Management;
  -   Crop and Livestock Research;
  -   Training/Extension Services;
  -   Produce Inspection; and
  -   Export Facilitation.

The Ministry of Agriculture and Fisheries is committed to meeting the needs of its stakeholders in an efficient and professional manner. As our clients, you should expect the following service standards:

When answering the telephone,  we will:
-  answer calls within five (5) rings by identifying the organization and the receiver in a polite and professional manner;
-  answer questions courteously;
-  place calls on ‘Hold’ only after receiving permission. Calls will be placed on hold no longer than 30 seconds;
- direct calls to specifc Divisions/Units or persons without delay; inform you of the name of the officer or section to which you are being transferred; and
- provide you with the name and, if possible, the telephone number of the relevant Government Ministry, Agency, Department or person who may be able to assist if we are unable to do so.

For customers with queries (written  correspondence and e-mail), we will:
- acknowledge email within five (5) working days.
- respond within 10 working days
- we will reply within 15 working days if the subject matter is more complex and requires greater attention.
- If prolonged investigations are needed, we will contact you to explain the reason for the delay and, where possible, say when a response will be available.

Public Education

- the public will be provided with timely adequate and accurate publications and information transmitted via radio, print and television and other media programmes, on matters of vital importance;
- cost increases and policy changes will be justified and conveyed to citizens in advance, and where this is not feasible, no later than two working days after the adjustments are made; and
- customer service surveys will be conducted at least once per year and customers informed of the results within three months of completion.

Customers who visit our offces will be:
- provided with a Visitor’s Pass by the security personnel and guided to the correct building/division/ agency within six (6) minutes of arrival;
-  acknowledged by a courteous member of our Customer Relationship Team within four (4) minutes of their arrival;
- seen within 10 minutes of their offcial appointments. If there is any delay an explanation will be provided; and
- provided with an appointment to see specific officers within15 minutes.

When providing for persons who are physically challenged, we will:
- do all we can to ensure that the visit is comfortable;
- provide adequate facilities to include ramps and rails.


When providing accounting services,  we will:
- make payments within 10 working days of receipt of invoices and bills submitted for goods and services which have been satisfactorily  supplied (provided that all relevant documents are in place);
- give reasons for the delay if we are unable to make payments within the stipulated 10 working days, and inform suppliers when payments are made; and
- make every effort to pay on time where shorter term payments are required.

In dealing with natural disasters, we will:
-  activate the Agricultural Disaster Risk Management Plan before predictable disasters such as hurricanes affect the island; and
-  transmit pre and post event information to registered farmers and the media in the prevention, preparedness, mitigation and recovery measures when the island is threatened by natural disasters.

Access to Information
-  information brochures of our programmes and policies will be made available at our offces island wide;
- our website www.moa.gov.jm will be a main driver  for the dissemination of public information to include information emanating from press conferences, news releases, briefs, speeches;
- all other access to information (ATI) request will be dealt with promptly and in keeping with the ATI Act; and
- we have established Facebook and Twitter portals in an effort to diversify information access and dissemination:
www.facebook\agriministryja
www.twitter\agriministryja

The Ministry of Agriculture & Fisheries values its stakeholders therefore, here is how you can assist us to serve you better:
-  always being courteous and respectful to our staff whether in person or on the telephone;
-  providing full and accurate information when prompted to do so;
-  explaining your concerns as clearly and concisely as possible;
-  providing feedback when things go wrong;
-  arriving on time for appointments and meetings; and
- adhering to security regulations.

We welcome your comments and suggestions to enable us
to serve you better.    Please forward your comments and suggestions to:

The Permanent Secretary
Ministry of Agriculture & Fisheries
Hope Gardens
Kingston 6
Tel: (876) 927-1731-50
Fax: (876) 927-1904
E-mail: psoffice@micaf.gov.jm

Modernisation Specialist
National Customer  Service Programme
2a Devon Road
Kingston 6
Tel: (876) 929-8880-5
Fax: (876) 929-0473
E-mail: michele.gordon-somers@cabinet.gov.jm

If you are still dissatisfed, you may direct your complaint to:

The Public Defender
78 Harbour Street
Kingston
Tel: (876) 922-7089 or 022-7109
Fax:  (876) 922-9830
E-mail: publicdefender@odp.gov.jm

 


 

MINISTRY OF AGRICULTURE & FISHERIES
Head Offce Hope Gardens Kingston 6
Tel: (876) 927-1731-50
Fax: (876) 927-1904
Website:  www.moa.gov.jm
Facebook:  https://www.facebook.com\agriministryja
Twitter:  https://www.twitter.com\agriministryja

AGRICULTURAL CREDIT BOARD
Hope Gardens
Kingston 6
Tel: (876) 977-2277
Fax: (876) 977- 2698
E-mail: acboard1@cwjamaica.com

LIBRARY
193 Old Hope Road
Kingston 6
Tel: (876) 977-0580
Fax: (876) 977-9337
E-mail: library@micaf.gov.jm

TRAINING CENTRES - Eltham Training  Centre, Eltham
Ocho Rios
St. Ann
Tel: (876) 974-5473
Fax: (876) 974-6373
Email: elthamtc@micaf.gov.jm

Farmers’ Training  Centre
Twickenham Park
P.O. Box 355
Spanish Town
St. Catherine
Tel: (876) 984-2511
Fax: (876) 749-5604
Email: farmerstc@micaf.gov.jm

PLANT QUARANTINE
Main Offce
193 Old Hope Road
Kingston 6
Tel: (876) 977 0637; 977 6401
Fax: (876) 977-6992
Email: ppq@micaf.gov.jm

AGRICULTURAL EXPORT COMPLEXES
Norman Manley International Airport
Palisadoes, Kingston
Tel: (876) 924 8563; 924 8736
Fax: (876) 924-8907
Email: ppq@micaf.gov.jm

Donald Sangster International Airport
Montego Bay
St. James
Tel: (876) 940 4146; 979 2586
Fax: (876) 940-1038
Email: ppq@micaf.gov.jm

FISHERIES DIVISION
Marine Branch Marcus Garvey Drive Kingston 11
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Aquaculture Branch Twickenham Park Spanish Town
St. Catherine
Tel: (876) 984 9444; 984 9343
Fax: (876) 984-5194
Email: fisheries@micaf.gov.jm

Alligator Pond Fisheries  Station
Alligator Pond
Manchester
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Annotto Bay Fisheries  Station
Annotto Bay
St. Mary
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Black River Fisheries  Station
Black River
St. Elizabeth
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Great Bay Fisheries  Station
Great Bay
St. Elizabeth
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Lance’s Bay Fisheries  Station
Lances Bay
Hanover
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Manchioneal Fisheries  Station
Manchioneal
Portland
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Montego Bay Fisheries  Station
River Bay Montego Bay St. James
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Negril Fisheries  Station
Negril
Westmoreland
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Old Harbour Bay Fisheries  Station
Old Harbour Bay
St. Catherine
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Port Antonio Fisheries  Station
Portland
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Port Maria Fisheries  Station
Port Maria
St. Mary
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Port Morant Fisheries  Station
Port Morant
St. Thomas
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Rocky Point Fisheries  Station
Rocky Point
Clarendon
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

St. Ann’s Bay Fisheries  Station
St. Ann’s Bay
St. Ann
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Whitehouse Fisheries  Station
Whitehouse
Westmoreland
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

Port Royal Fisheries  Station
Port Royal P.O. Kingston
Tel: (876) 923-8811-3
Fax: (876) 937-6726
Email: fisheries@micaf.gov.jm

RURAL PHYSICAL PLANNING DIVISION
Main Offce
191 Old Hope Road
Kingston 6
Tel: (876) 977 0322; 927 0441
Fax: (876) 977-0326
Email: rppd@micaf.gov.jm

Western Region Offce
Catherine Hall RADA Complex Montego Bay
Tel: (876) 952-5618
Email:  rppdmobay@micaf.gov.jm

VETERINARY SERVICES DIVISION
Main Offce
193 Old Hope Road
Kingston 6
Tel: (876) 977 2492; 977 2489; 977 0594
Fax: (876) 977-0885
Email: vsd@micaf.gov.jm

Black River Veterinary  Clinic
Black River
Tel: (876) 977 2492; 977 2489
Fax: (876) 977-0885
Email: vsd@micaf.gov.jm

Morant Bay Veterinary  Clinic
Church Street
Morant Bay
Tel: (876) 734-5203
Fax: (876) 977-0885
E-mail: vsd@micaf.gov.jm

Catherine Hall Veterinary  Clinic
Catherine Hall RADA Complex Montego Bay
Tel: (876) 979-1479
E-mail: vsd@micaf.gov.jm

St. Ann’s Bay Veterinary  Clinic
Windsor Road
St. Ann’s Bay
Telefax: (876) 972-0149
Email: vetdoc_andy@yahoo.com

Santa Cruz Veterinary  Clinic
3 Coke Drive Santa Cruz St. Elizabeth
Tel: (876) 966-2232
Fax: (876) 966-2798
E-mail: vsd@micaf.gov.jm

National Fertility Centre Bodles Research Station Old Harbour
St. Catherine
Tel: (876) 983 2267; 977 2492
E-mail: vsd@micaf.gov.jm

RESEARCH & DEVELOPMENT DIVISION
Bodles Research Station
Old Harbour
St. Catherine
Tel: (876) 983 2281; 983 2842 3
Fax: (876) 983-2822
Email: bodlesresearch@micaf.gov.jm

Hounslow Demonstration & Training  Centre
Hounslow
St. Elizabeth
TTel: (876) 983 2281; 983 2842 3
Fax: (876) 983-2822
Email: bodlesresearch@micaf.gov.jm

Montpelier Agricultural Research Station
Montpelier District
Montpelier P.O. St. James
Tel: (876) 605 0821;
Fax: (876) 605-0998
Email: montpelierresearch@micaf.gov.jm

Orange River Agricultural Research Station
Highgate P.O. St. Mary
Tel: (876) 724-1371
Telefax: (876) 724-1370
Email: orangeriver@micaf.gov.jm