CPFSA Implements Centralised PBX Telephone System

The Child Protection and Family Services Agency (CPFSA) has implemented a centralised Private Branch Exchange (PBX) telephone system across its offices islandwide.

Provided under the coordination of the Transformation Implementation Unit (TIU) and with funding support valued at $1,415,820.97 from the Inter-American Development Bank (IDB), upgraded system will streamline internal communication and improve access by the public to its offices.

It introduces a range of features, including inter and intra-office extension calling, extension calling on cellular phones and laptops, collaborative tools, and advanced call centre capabilities.

Moreover, the entire network has been reconfigured, with hardware such as phones and network switches being replaced.

A key highlight of the new system is the integration of Voice over Internet Protocol (VoIP) technology, facilitated by high-speed fibre-optic connections.

This advancement not only enables voice calls over broadband internet but also significantly enhances both internal and external communication by the CPFSA.

Director of Children and Family Programmes at the CPFSA, Dr. Warren Thompson, told JIS News that the system’s client-centric design allows for members of the public to call the switchboard and they can be connected to any of the agency’s regional offices across the island.

This simplification aims to enhance user experience and ensure efficient service delivery.

Dr. Thompson extended his appreciation to the TIU for its steadfast support in modernising the CPFSA’s communication infrastructure, underscoring the agency’s commitment to meeting the evolving needs of its clients and the wider public.

Additionally, the TIU has provided support to bolster the CPFSA’s ‘211’ call centre, which operates through the National Children Registry.

This support has transformed the call facility into a 24-hour operation, strategically distributed across all parish offices.

With enhanced features such as call monitoring and prioritisation, the revamped system significantly improves efficiency, connectivity, and overall service delivery.

Through these initiatives, the CPFSA endeavours to strengthen its mandate of safeguarding the welfare of children and families across Jamaica, ensuring that support and assistance are readily accessible to those in need.

To contact the CPFSA, persons may call 876-948-6678, 876-948-2841, 876-948-2842 and 876-922-8857.