Transport Authority Using Technology to Improve Customer Service

Managing Director of the Transport Authority of Jamaica, Donald Foster, says the entity is improving its service delivery through the use of technology.

“Technology is one of the strategies we are using to enhance the services of the Transport Authority,” Mr. Foster said on December 2 while addressing a Jamaica Information Service (JIS) Think Tank.

He said there has been “significantly improved turnaround time” in the licensing of vehicles through online services. The public can now use the authority’s online facility to submit road licence applications for commercial vehicles. They can also make payments using their credit cards.

“There was a time when it would take several days to process your licence during renewal time. Now we are doing it in a matter of hours,” Mr. Foster said.

He informed that examiners will shortly be issued with computer tablets to conduct vehicle monitoring activities.

“They can plug in the licence number of a vehicle and all the information about the operator and about the vehicle will be available online and on-time. By using the computers, they will be able to provide services in a much more efficient way and in real time,” he said.

The Transport Authority Managing Director said the organisation is also developing software to improve the management of the pounds; strengthening partnership with Tax Administration Jamaica; and working on integrating its systems with the insurance companies.

Mr. Foster said surveys done by the agency are showing that customer service at the entity is improving.

“We don’t take it for granted, we have our citizens’ charter and we do carry out customer service surveys in our organisation and the reports are showing that we are seeing improvements in some areas,” he said, adding that the entity will be implementing strategies to deal with those areas that require attention.

He said that entity is also building stakeholder partnerships to strengthen its monitoring and inspectorate activities.

“We are very strong on stakeholder relationships as one of our customer service strategies and it has been working. We have seen significant improvements,” Mr. Foster added.

The Transport Authority is responsible for the licensing of all public and commercial vehicles and the regulations and monitoring of public transportation in Jamaica.