In the early 1980s I remember a number of infrastructural projects going on in Dominica. It was simply amazing as the entire island appeared to be going through some type of transition. Subsequent to that, the Canefield to Pond Casse Road became the main road when travelling from west to east. It was also quite refreshing to drive to areas like Rosalie and La Plain as the roads were much improved. Driving from Portsmouth to the Calibishie area was also a wonderful experience with the well paved roads and beautiful natural environment. A small airport was opened in Canefield and from 5.00am to 7.00pm it seemed as though Canefield was the main centre of activity in Dominica.

The Dame Eugenia Boulevard and the southern road to Souffriere and Scottshead cannot be forgotten. Schools were renovated and many health centers were built. Added to that was the “banana boom” where farmers were among the most successful business persons, car dealers were registering record sales and a period of construction for residential and business began. Our banks were extremely happy!

Many changes, developments and processes have been realized since then. Telecommunication services became liberalized and international companies took advantage of the break from the monopoly. Little improvements were made regarding infrastructure. More hotels and eco-lodges were constructed. Tourism related businesses like tour operators, adventure parks and restaurants were slowly coming into the picture. Small to medium sized factories evolved and the manufacturing sector appeared to be making some progress. Off shore banks and businesses began the order of the day in Roseau. Certainly more commercial activity was evident each year. The number of Dominicans going off to university increased. During that time an increase in crime and drug related incidents were noted.

Focus on tourism and its related services have been the topic of discussion in recent years. This may be the reason for major infrastructural projects which are still ongoing. Work was done on the various sea ports and jetties to accommodate cruise ships and commercial vessels. A major over-haul began at the Melville Hall Airport while the Canefield airport succumbed to private flights which are miniscule. The Roseau Valley, St. Aroment, Goodwill, Pond Casse to airport, Canefield to Pond Casse and the much talked about Roseau to Portsmouth roads will form the basis for future investment. New bridges are seen and land is being acquired for possibly large incoming projects.

A national trail designed throughout the island will be a landmark for nature tourists. Divers are still committed to the destination. Cruise passengers increased to the island but it has been challenging to keep figures up for stay-over visitors. The service center made some progress with another off-shore university and new call center. Generally, most off-shore banks and companies have been closed and manufacturing has been at an all time low. Farmers have not yet decided which crop can replace bananas. Agro processing whilst at its infancy has the potential to become a major industry. Banks are competing with interest rates and the migration rate increases. Geothermal potential is being explored and this may be the “big break” that Dominica has been searching for all along. To a large extent, water resources are still being underutilized. It is my hope that the recently drafted investment promotion strategy, which identifies key sectors in which we have a comparative advantage, will guide the island to capturing its dream.

At the workplace computer and internet connectivity is as common place, as the pen and pencils and in some organisations is used more than the latter. It is a given, that technology drives this new world. We have seen the gains that technology has offered us in bridging the gap between trade, economy, health and education, to name a few. Online learning, accessing regional and international markets, purchasing items online, investing in stock markets and other financial medium and even allowing specialist to guide the performance of surgery via the internet speaks wonder for this access to technology.

At least 99% of businesses within the private and public sector have access to the use of the internet. In some businesses there are policies guiding the use of the internet whilst in others it is expected that the employees will understand that the use of the internet is to effectively carry out the work of the organisation, and not their ‘own’ personal affairs. But alas, short of blocking off certain sites and being viewed as backward thinking by employees, how does one monitor the use of the internet? It is common place to visit offices and see the computer screen not on a word document, not on a spreadsheet file, not even on a news website, but rather on Social Media Sites. Facebook, Twitter, Hotmail and other email sites and their accompanying games and chat have become the hallmark of the Office computer. Employees are too busy planting fake crops; weeding grass; feeding fake animals and chatting online to attend to the business telephone calls, to service the client who is right in front of them and are actually watching them planting and weeding, and whatever else takes their fancy. When these things happen Social Media in the work place becomes a real problem, and if quantified actually cost the business money and affects their profitability in the long run.

Do not get me wrong! there is nothing wrong with the Social Media. However, this activity like ‘exercising’ should be reserved for your leisure time and should not be performed during your work time. Remember you are getting paid to perform effectively and efficiently, not to waste time on Social Media. The ultimate question is therefore, “Should businesses ban Social Media during Work Hours”. The answer will depend on whether Managers believe that it affects employees’ productivity and consequently the business.

In 2010, we are subject to, Value Added Tax, Import Duties, Excise Tax, Environmental Taxes, Corporate Taxes and the list goes on. However, one must not forget the purpose of these taxes. In short, they are a source of revenue for the Government. Without them, the Government would not be able to pay its public servants, improve on infrastructure (roads hospitals, schools etc) and run the country. In other words, the revenue from taxes is what is used to run the country. But how much tax is too much?

With America considering the implementation a Value Added Tax as a possible source of revenue for their new healthcare reform, many ask themselves and the US Government, if this is the right way forward. How will this affect not just Americans, but the rest of the world? Will other countries become more competitive in the world market? Will this raise the cost of production worldwide?

How these tax rates relate to economic growth should be considered. Some claim that a reduction in the tax rate will lead to increased economic growth and prosperity. Others believe that if we reduce taxes, almost all of the benefits will go to the rich, as those are the ones who pay the most taxes. According to the Honorable PM Skerrit, “The implementation of VAT along with decreased income tax, allows for Dominicans to have more control of their finances.” Dominica’s implementation of a 15% VAT in 2006 has contributed to a steady growth of GDP (3% in 2008), and this is during the world financial crisis.

One of the key areas that investors normally take a keen eye on, long before they actually decide to invest, is the labor force of a country. The question they ask is “Who will work in my business after I have invested all this money”. This is an important question. At the same time, once the investor can get a satisfying answer, he now has the assurance to prove to the Government that he can guarantee employment for citizens which will translate into economic returns. Now, what have we been doing to develop our workforce in Dominica?

In 2005, the Government introduced Universal Secondary Education. This meant that every child in Dominica would be eligible and have access to a secondary education. The main post secondary establishment was restructured to form the Dominica State College which would provide associate degrees or some level of tertiary education. More post secondary institutions or pre university programs were being offered by various education facilities. Corporate offices began assisting their employees with graduate programs and online certificates and degrees. The government announced that one person from every family would be able to pursue further education and have at least a bachelors degree. Training was available for every thing and any thing. In every corner of town, someone was trying to be computer literate. Students pursued studies in Mexico, Venezuela, China, Texas, Mississippi and obviously Cuba. Not only were we getting qualified persons but a few bilinguals were coming in handy.

Today we are confident that we have trained and qualified persons to work in almost any sector. It has been challenging getting them into actual jobs. Many have settled for regional jobs and others tried their luck in North America. The ultimate point being made is that we have been working on building the workforce in Dominica. An educated workforce is one of the top reasons for investing in Dominica and enhances another major point that English is our first language. With these two points on our side, we are convinced that we have been doing the right thing in educating our workforce.

Pollution is all around us. Sometimes we can’t see it, but we can smell, hear and even taste it. With issues like holes in the Ozone Layer, greenhouse gases, carbon emissions and the recent oil spill issue in the Gulf of Mexico, many are becoming more sensitive towards the environment and how it affects everyone.

Dominica is a Nature Island Paradise. However, we also have our share of pollution problems. From noise pollution to solid waste, we experience pollution on a daily basis. Fortunately, many of our local groups, organization and even schools in the various communities do take pride in their surroundings and make the effort to keep their communities clean. But more can be done. Recently, the Dominica Police Force has begun to enforce the Noise Abatement Act which prohibits individuals from being “nuisances” with their noise levels.

Sometimes all it takes is some consideration. Whether it is by turning down the radio or television so that neighbors can enjoy some peace and quiet, by not dumping garbage in public areas or by not burning rubbish in areas where others live so that the smoke doesn’t affect anyone else. These simple acts of consideration can significantly improve the quality of life here in Dominica.

Is it the well painted structure, the manager, the Front Desk Administrative Staff who just walk out of college, or do we concentrate on the all important service we ought to provide?

Many hoteliers still have the notion that their rooms will be filled no matter what; they have not understood the importance of the old saying “first impression is a lasting one”. When one leaves their homeland in search of a new experience, they look forward to a vacation of a lifetime; they anticipate a total package, of service, service, service, especially if these individuals have committed their lifelong savings to their vacation in hope of creating lasting memories.

On entry to an accommodation facility one should not hear the loud chattering of the workers in the lobby, while guests are standing in line waiting to be checked in. It is important that in the age of mobile phones that the receptionist pay attention to the guest standing in front of her rather than raising a finger to the guest gesticulating that he should hold on while the calls are taken and completed with no hurry. All staff should be acquainted with information about the facility or be able to direct the guests to a competent authority. There should never be a time when Questions are asked about the facility and instead of a quick research, the guest would be told “I don’t know”.

How many of our hotel service providers are trained in the industry they serve, how many manager/owners see the importance in having their Human Resource department active and fully responsible for the training of staff in every area? How do we ensure that if trained the service provided exceeds expectations? How many managers/owners can see the benefits in changing the face of their hotels??

In order to continue to capture the hearts of our clients and have them return or recommend us to others we must be mindful of the service that we provide, we ought to want more than just the bills being paid on departure, we want to encourage our guest to return, as we are all aware that word of mouth advertising is one of the most effective in this industry.

Customer Service is the concept of serving customers in a satisfactory manner. At times, the customer does not even need to be given what they ask for, but need to be left feeling satisfied that they were dealt with in a respectful and acceptable manner throughout their interaction with the business.

The level of customer service that customers receive will vary depending on the industry and business. For example, a hotel will deliver a higher level of personal customer service than a construction business. A five star restaurant would be expected to deliver a higher level of customer service than a fast food restaurant. However, there are certain aspects of customer service that should be prevalent in all levels of service.

Business owners and employees should always show courtesy, etiquette and competence when interacting with customers regardless of the situation. Businesses can offer promotions and reduce prices to bring in as many new customers as they want, but unless they can get some of those customers to come back, their business won’t be profitable for long.

Customer Service should be seen as an integral part of the “customer value proposition” where customer’s satisfaction is valued and catered to. Customer Service should be viewed as a benefit of using that business. A lack of good customer service can affect how long your business will exist. As we invite visitors from all over the world to come to Dominica, one must ask, “Are we up to standard in terms of Customer Service?”

Everyone, at some point in their life, is concerned about their health and the support they would receive if something critical happens to them.   Some take it very seriously, others are more laid back and monitor how things progress.  Whatever illness may come your way, a proper health support system must be in place to take care of EVERYONE.  We live on an island where very few persons have medical insurance, and more than half rely on free services from health centers.   The entire Caribbean has been plagued with the problem of insufficient nurses and doctors as well as not enough private medical facilities to deal with serious illness.  The salaries for medical personnel are not among the high earners either and this may explain why our best nurses migrate to US hospitals.

Some Dominicans boast that while they live out of Dominica, their annual checkup and dental work is done in Dominica.  We need to get to the point where a visitor’s ideal choice is to have medicals done here.  Dominica has the potential for medical tourism, but if we want to see growth in that sector, much more needs to be done.  Locals must respect all emergency vehicles and work with the authorities in that regard, all hospital equipment must be maintained to the highest degree, an alternate private service must be established for the days that the hospital is extremely busy or when any equipment breaks down.  Medical tourism is a great possibility for Dominica, but I strongly believe that we need some type of “health reform” before we can fully tap this potential.

The “Windsor Park” – Dominica’s most famous recreational ground named after Windsor-England, has played a significant role in our island life. Many who have gone before me will testify that this 5 ¼ acres of land has served Dominica and Dominicans well. Imagine a piece of land so small and insignificant to some, creating so much controversy in such a small country.

Located towards the eastern side of Roseau, or should we just say Roseau Central, it was a popular venue for sports of all kind. It looked small, but was able to accommodate sports of all kind.  The local schools’ athletic championships, netball, basketball, volleyball, this was the place to be for the inter schools’ sports competitions. There, we saw young netballers graduate onto senior teams like Jars, Celtics, Spartans to name a few; basketballers to teams like Blazers, Hoyas and Clouds, etc. It was the place to be on a Sunday to watch football when Harlem played Kensbro, or for cricket matches between Cavaliers and Somerset.

I remember the exciting entertainment of our local donkey races; this was a miss-it-and-blame-yourself-event, our “donkey derby”. It was there that we saw donkeys move into reverse gear instead of first or second or simply stall-refused to move. Those were the fun days at the Windsor Park.  Our Dominica Grammar School kids used there as a main foot path from school as it made their walk shorter when heading to and from school early in the morning or hot and hungry after a full day of learning.

Years later, we sadly saw our main playing field taken away as there were plans for a sports stadium; we waited and waited with anxiety and then “Yes! Finally, a stadium for Dominica”.  Ground was broken and we all got excited.  Then in frustration we waited as the ground finally healed itself.

Finally, in 2007 came the realisation of “Dominica’s dream”, our own 12,000 capacity international cricket stadium. Today we enjoy the ambiance which we only heard of around the region. The World Creole Music Festival has finally found a home as we can now accommodate the growing yearly patrons. Our population has always been cricket lovers, so no matter how disappointed we may get towards the West Indies Cricket team, we just curse them up, suck our teeth-“stupes”, suck it up, and as soon as the next match is on we are with them again. These matches can now be experienced first-hand and say “Yes! I was at that match”.

Now many more persons can experience seeing the West Indies in action.  With that said; however, I often wonder what happened to our other sporting activities?  Why haven’t a few other sporting events been given focus? The nature of the surface at the Windsor Park now makes it difficult to accommodate other sporting events such as football on a regular basis without costly maintenance work.  Then there is also the issue of the absence of a sporting arena for the residents of Roseau Central-nowhere to generate movement and to help combat the ever growing obese, junk eating population; nowhere to expend energy and build camaraderie; nowhere to run off or sweat off work related stress, nowhere for the elderly folk to just sit and watch and just enjoy all the movement and noise and silence.

It appears that the small and insignificant Windsor Park accommodated so much more.  Now with an ever growing potential for Sports Tourism, it seems that now is the time to develop another avenue to accommodate other activities for the many sports men and women and the public in general whose days began and ended with the Windsor Park.