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7. The SUBSEC heard that the CXC reviewed the 18+ population of the out-of-school
candidates in five (5) countries; Barbados, Guyana, Jamaica, St. Lucia and Trinidad and Tobago,
and that candidate entries had steadily fallen over the period 2012 – 2016 for both male and female.
Members also heard that CXC had developed a strategy in 2016 to engage countries with the aim
of providing better opportunities for the out-of-school population. As part of the strategy, the
organization would target private institutions which offer evening classes to have them become a
part of the formal CXC system once they have satisfied all requirements and are recognized by
their respective Ministries.

8. The Registrar reported that Key Performance Indicators (KPIs) for 2017 were Customer
Service and Satisfaction, Employee Engagement, Cash Flow, Productivity and Gross Margin.
Members heard that customer service and satisfaction as measured by the ACSI-NCSI
methodology revealed that of the 773 surveyed, only 56 per cent experienced a level of satisfaction.
The SUBSEC was informed that the CXC would aim to achieve 76 per cent according to the
American Customer Satisfaction Index. Members also heard that an employee engagement survey
was conducted by LCI which revealed an employee engagement level of 29 per cent. The
recommended level was 75 per cent or higher. The Registrar informed the SUBSEC that the CXC
recognizes what needs to be done to increase staff engagement and was committed to doing so.

9. The SUBSEC heard that cash flow measured as at December 2016 suggested that CXC
maintained a positive average liquidity position of $19.8 million compared to $16.8 million in
2015. Productivity was measured at the organizational level where the main variables assessed
were labour and capital to output. The estimated rate was 72.64 per cent compared to 60.33 per
cent in 2015. Members heard that CXC was not comfortable with the current percentage and
would aim to achieve an 86.55 per cent productivity level. Among the measures to be engaged
would be a reduction in reworked documents and more time spent planning, organizing and
executing.

10. It was reported that gross margin was measured with a focus on operating revenues and
direct operating expenses. As at 31 December 2016, operating profit was $17,495,957 with a
margin of 46.16 per cent compared to 45.18 per cent in 2015. The SUBSEC heard that based on
its categorization, the CXC should aim for a margin greater than 50 per cent. The organization
was also assessed at the moderate risk level. That assessment outcome was due to the employee
engagement rating of 29 per cent, the customer service and satisfaction rating of 56 per cent, and
the productivity rating of 73 per cent.

11. Professor E. Nigel Harris, Past Chairman, enquired whether the consistent fall off in entries
over the years was due to other competing examination systems or a lack of confidence in the CXC
examinations system. He also referred to the customer service and satisfaction survey as well as
the employee survey and enquired of the major areas of dissatisfaction for the surveyed stakeholder
groups. The Registrar informed the SUBSEC that when CXC looked at the age range up to 15
years in secondary schools, only just a small percentage were writing examinations. For the 16 –
17 year olds there was both a slight increase as well as decrease in some years. However, when
the organization looked at the 18+ group, a massive fall off in the number of persons writing
examinations was reflected. He pointed out that for other competing examinations boards there
was no increase in the number of persons writing those examinations. The Registrar opined that

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