The year 2000-2001 saw the Registrar General's Department (RGD) continuing its upward trend in performance as an Executive Agency. The many innovative ideas and plans for the efficient and effective operation of the Agency which were put in place during the first year of operation as a Agency continued to bear fruits in the second year of operation. The RGD has not only functioned as a service oriented organization but has also been effective in generating substantial revenue to assist in its operation. Based on its achievement, the Agency qualified for the “Model C” status, which would allow it to keep all income generated and then make a return to the government. However, the Agency was not granted this status at this time.
In keeping with the thrust of continued progress in its efforts to satisfy the needs of its customers by providing efficient, effective and economic service, the year began with a reviewed set of targets from its Corporate Plan. The thirty-seven Key Performance Indicators, which were used in the financial year 1999-2000, were increased to fifty nine (59) for 2000/2001. At year end RGD reported 80% successful achievement of its targets. Of the 44 positive Key Performance Indicators (KPI's), 23 were surpassed and 21 were met. Again, targets not met were largely outside of RGD’s control.
The response to challenges, which involve fraudulent activities in obtaining certificates, resulted in a system being implemented to produce certificates on special security paper. This exercise proved to be a major challenge for the Agency but with the reallocation of staff including some top-level personnel, the project was made a priority. The target date for completion was the end of the financial year. We are happy to report that the first stage of this project, which is called the BDMS (Birth, Deaths and Marriage System) Project, was completed before the targeted date. At a Press Conference the Hon. Minister John Junor launched computer-generated certificates on March 21, 2001. This was followed with an intensive media blitz. Certificates for births, deaths and Christian marriages were available before the close of the year while those for Hindu and Muslim marriages were completed after the close of the year.
In preparation for computer-generated certificates, RGD had a target to de-spine (create loose leaves from bound books or tied batches) 24 years of records. We exceeded our targets by completing 60 years of creating loose-leaf records from bound documents. This will reduce the number of times we have to advise a customer that a batch is missing from the shelves and has created a significant improvement in the retrieval rate.
Additional services, which were introduced to our customers, included the 10-day service. This allowed for persons to drop off their applications and collect the certificates after ten days. In addition ordinary certificates are now being sent out by registered mail.
Over the year, the Department continued to improve the efficiency of its service delivery. Over four (4) million vital records have now been input to the computer database. In addition, as applications are received they are also electronically recorded, so that all can benefit from obtaining the new computerized certificate on security paper for birth, death or marriage records. A two-shift system was also introduced for the production of certificates with the hours of work being from 6:00a.m-2:00p.m and 2:00p.m-10:00p.m.
The online application process is not yet operational hence cannot be utilized by customers. The Island Record Office has benefited from its updated electronic database during the year. It has recorded a 100% success in its operations except for Asset Lien Verification and Genealogical services, which did not attain that mark. Advertisements of Deed Poll services proved extremely beneficial with a 197% success, which was recorded.
The RGD is working with the legislative sub-committee of Parliament and the PSMP team to finalize two pieces of legislation namely, the Executive Agency Act and the necessary Legislative changes to the Registration (Births and Deaths) Act. The latter is necessary for the Agency to complete the rationalization exercise of Local Districts Registrars (LDRs).
In the area of finance, the Agency kept its expenditure 12.0% below budget through prudent and effective financial management practices. However the results, in the area of income was not as good since only 83.6% of the budget was realized. Although the increase in the fee structure was in place for the entire year, volumes fell in the areas of Record Updating Services and Marriage Ceremonies. Additionally, income of over J$30 million dollars which was expected from Tourist marriages certificates did not materialize. The results of the above was, a deficit for the year compared to a budgeted operating surplus.
As one of its priority, the RGD continues to place special emphasis on Human Resources. During the year under review, efforts were made to ensure that the staff remains happy and motivated. Included in these efforts were the focus on internal and external training, improved benefits and recognition for long and outstanding service. Approximately 199 units of training were developed and done during 2000/2001. Over 90% of staff took all their leave while 5% did not take any. The policy of the Agency is that leave should be taken, as a tired body and mind do not contribute to efficiency. Group Life Insurance was implemented for all permanent staff members as well as tenders were placed for uniforms. Labour relations remained stable throughout the year. The Annual Awards Dinner was a success and the highlight was the presentation of awards to over forty (40) persons including Manager of the year and Employee of the year.
Resulting from our vibrant outreach programme, over nine hundred outreach meetings were held during this year. Additionally, the RGD maintained close relationship with the media so as to ensure adequate and accurate communication. A “Media Open House” was arranged and five of the major media houses attended. Our local efforts covered interviews, programmes, media coverage. Based on the results of media and other surveys, the outreach programme of the Department is estimated to reach up to 576,000 per week in the final quarter of the financial year. Overseas outreach meetings were continued and covered several areas in North America. These were all very successful. The Department participated in the Customer Service Competition and received an award for creativity and innovation.
The Internal Audit Unit and PSMP Implementation Unit continued to do their part in monitoring the Agency’s KPI’s and individual performance targets. In addition, the PSMP unit placed special attention on monitoring the refurbishing of the Duplicate Storage (Armoury) at the Rodney’s building in Spanish Town, by the Urban Development Corporation. Work is still in progress on this project.