Mandate to Modernise: the WMG graduate improving service quality for citizens
"My dissertation was on brand experiences. We often don’t take the time to map out what people want – the inputs and outputs. That’s what I now bring to my job thanks to all that I learned at WMG"
The public sector is often seen as lagging behind private enterprise in deploying cutting edge technology. Keva Doyle’s job is to change that perception. The public management analyst describes herself as a customer experience champion. The 29-year-old – in her role at Trinidad and Tobago’s Ministry of Public Administration and Digital Transformation – is dedicated to improving the quality of service the public receive.
“The key is taking time to understand people’s needs and their journey,” says Keva who graduated in Service Management and Design. “I get to relate to individuals from all walks of life and set policy that will improve their wellbeing. It’s satisfying bringing about change – we’re working to serve the public.”
Describe your work
To modernise public services through national information and communication technologies. Highlights of my job have included setting up a network of professionals to advise on social policy development.
What’s one of the biggest challenges you’ve overcome?
Moving overseas to study for my MSc and managing a tight budget were certainly challenging. It was the first time that I was living independently in this way. But, this experience helped me to develop a sense of resilience and grow as an individual. Independent study prepared me well for the world of work, where I'm now responsible for meeting tight deadlines and managing competing demands.
What part did your course play in your achievements?
It allowed for flexibility and breadth of understanding. I chose an elective module in engineering, which gave me insights into processes and eliminating waste. I’ve used these principles to work in a much smarter way. My dissertation was on the topic of brand experiences. We often don’t take the time to map out what people want – the inputs and outputs. That’s what I now bring to my job thanks to all that I learned at WMG. Along with the excellent ability to write good reports!
What skills gained at WMG are useful in your job?
With everything now digital, the misconception is that creating an app will solve everyone’s issues. But technology is just one enabler. You also need to analyse other issues such as how staff can be trained better. The course gave me tools to investigate where technology is actually needed, and how it can be used most effectively to improve outcomes.
What’s your advice to others?
My personal mantra is ‘let excellence be your minimum standard’. I’m very driven and I let that shine through both during my MSc degree and in my work today.