The Central Information Technology Office (CITO) was established in 2004 to provide efficient and
effective Information Technology and systems management, support, and development services for
the Government of Belize Wide Area Network. The department, which keeps the countrywide
information systems operational 24/7/365, strives to ensure that public service in Belize is among
the world leaders in the effective use of new and emerging Information and Communication
Technologies in the delivery of its services.
Delsie Ku, Policy and Training Coordinator, has one of the toughest jobs and is responsible for
training, network migration, and policy coordination. She oversees the training of approximately 40
technical staff, who work along with hundreds of public officers within the Government of Belize
Ministries and Departments.
To provide exceptional IT service countrywide, CITO’s employees need a high level of expertise.
“For staff to qualify to work as part of CITO's ICT Technical group, candidates must have either a BA
or a certification related to the role. Certification training is the quickest and most cost-efficient
option. Also, since you must renew the certification every few years, this keeps the staff on point to
gain skills and add to their competency,” says Delsie.
CITO needed a solution to ensure that its employees were not only meeting training and certification
standards but also gaining skills that would improve their daily performance and advance their careers.
As a department which incorporates software development, network administration, system administration,
and database management, CITO’s training and certification needs are quite diverse. Employees were
concerned that trainings would not have content that was directly applicable to their roles.
Delsie knew that unless the trainings she chose were tailored to roles in each department, CITO’s
employees wouldn’t fully make use of the required trainings and were less likely to retain information. To
alleviate this concern, the educational training consultants at New Horizons worked one-on-one with Delsie
to identify the technical trainings and certifications that would be the most beneficial to their staff.
“Having a direct contact is really helpful because it helps me stay on track with training requirements for the
staff,” says Delsie about working with her advisor. “I wouldn't know what training courses are available, but
I would explain what I was looking for and my advisor would give a couple of suggestions. I have one less
thing to worry about because I have confidence that I’m being taken care of.”
The New Horizons training and certification programs were well-received by CITO’s staff, who said that the
instructors are charismatic and enthusiastic in their delivery of content. Delsie is encouraged by an
increase in the number of staff showing an interest in certification, and those who have gotten certified
seem more satisfied and have more confidence in performing their jobs. Some employees have even gone
on to get certifications in two or three areas because they’ve recognized CITO’s investment in their career
Delsie and her advisor at New Horizons are still working to identify the most relevant training and
certification opportunities for CITO’s staff. One of their next areas of focus is crafting reinforcement
activities to help employees retain information and get the most out of each training.