FLA Shortlisted in Customer Service Competition

First time entrant in the 2014/15 Public Sector Customer Service Competition (PSCSC), Firearm licensing Authority (FLA), has been short-listed for two highly competitive categories.

The Authority has being shortlisted for the most improved customer service entity and most creative/innovative entity.

Acting Director of the Application and Certification Department at the FLA, Letline Allen, told JIS News that the stakeholders are very elated about their contributions, which have resulted in the Authority being short-listed and is confident that the Authority will cop both awards.

“This shows that a vision and team work pay off. We have implemented a new mission and a vision statement which reflect that we are here to serve our customers and provide superior customer satisfaction,” she said.

The Acting Director added that the improvement of the turn-around times on same-day services was an important target for the Authority.

Ms. Allen highlighted that the FLA has made significant progress to become a finalist in the most improved customer service entity category, including reduction in the application processing time of two and three years, to a period of nine to 12 months. “This resulted in triple the amount of applications received thereafter,” she added.

The renewal transaction process, which impacts some 40,000 firearm holders, was also reduced from a two-hour operation to approximately 25 minutes. Similarly, the recertification process of a firearm licence has been reduced from 24 hours to 90 minutes.

“Many of these changes implemented came from process reviews and improved management processes, which were communicated through customer satisfaction survey conducted,” Ms. Allen said.

Meanwhile, for the most creative/innovative category, FLA staff members have re-engineered and introduced the new licence card and a point of sale system.

“This demonstrates the creativity and innovation as the Authority could have outsourced the project; however it was developed and managed by internal staff members,” Ms. Allen noted.

The winner in the most improved customer service entity category will receive the Jamaica Civil Service Association Trophy and a cash award of $200,000.00, while the winner of the most creative/innovative category will receive a cash award of $100,000 and the Civil Service Association Trophy.

The FLA joins National Health Fund (NHF), Passport Immigration and Citizenship Agency (PICA), National Land Agency (NLA), the National Housing Trust (NHT) and the Jamaica Cultural Development Commission (JCDC) as the top six public sector model entities championing the Public Sector Transformation and Modernization Programme.