RGD Uncomfortable With 2% Dissatisfaction

Chief Executive Officer (CEO) of the Registrar General’s Department (RGD) Dr. Patricia Holness, says the organisation will be moving aggressively to satisfy its two per cent unsatisfied customers, as it celebrates 10 years as an Executive Agency and 130 years of service to the people of Jamaica.
“Our application satisfaction continues to be in the realm of 98 per cent and, while we are comfortable with that success, we are still uncomfortable with the two per cent that are not being satisfied. When you have a customer base of over 600,000, two per cent is still a large number,” Dr. Holness said.
She was addressing a JIS ‘Think Tank’ at the Jamaica Information Service (JIS), Half-Way Tree Road offices in Kingston, on Wednesday April 8.
The RGD head said that customer satisfaction is taking place on several levels. However, she revealed that the RGD is having challenges with some customers, who do not present the correct supporting documents to assist in expediting their requests.
In the meantime, the Executive Agency continues to work on several initiatives to improve service to its large local and international clientele, including Jamaicans and persons of Jamaican parentage all over the globe, but especially in the United States (US), the United Kingdom (UK) and the Cayman Islands.
These initiatives, Dr. Holness said, include a request for proposals for offsite data entry to the Agency’s central database which will, in the long run, make it easier for the RGD to access customer records and serve clients better.
The RGD continues to participate in outreaches, both locally and in the Diaspora. The latest overseas one took place in Florida in the United States of America (USA) on March 16. Last year, between March and October, the RGD served customers in the United Kingdom, Florida and Cuba.
Over 900 local outreaches took place last year. A series of activities done in collaboration with the Jamaica Social Investment Fund’s (JSIF) Inner City Basic Support Services Project, resulted in birth certificates being presented to previously undocumented persons in 22 inner city communities all over Jamaica.
The RGD is now in the process of accepting applications from individuals, who will act as agents to accept applications on behalf of the Agency. These so-called cyber vendexors, will be trained and certified to act as agents of the RGD, and will be based in Jamaica, the UK, the United States and the Cayman Islands, with most of them (150) deployed locally.
According to Dr. Holness, this will prevent customers having to travel long distances to access the services of the RGD, which has nine offices all over Jamaica.