The Registrar General’s Department in it’s seventh year as an executive agency continued to achieve a creditable performance in terms of meeting the targets of its Key Performance Indictors. At the end of the 2004/2005 financial year there was an outcome of 86% success. The Agency was able to meet, and in some cases exceed, fifty of its fifty-eight Key Performance Indicators (KPIs).
During the year a total of two hundred and eighty-seven thousand five hundred and thirty-one (287,531) applications were received. Of this number, two hundred and fifty seven thousand, seven hundred and twenty-three (257,723) were printed and delivered to customers by special delivery service.
Although the first, second and third quarters of the fiscal year saw a significant reduction in customer complaints, by the final quarter there was a massive increase in complaint levels. This resulted in an unfavourable outcome at the end of the year.
The initial low complaint levels can be attributed to the implementation of the online query system and the prototype version of the application tracking system. This enabled customers to get a better understating of the status of their respective applications.
At the end of the 2004/2005 financial year the average waiting time for customers visiting the head office and regional offices were 26 minutes and 30 minutes respectively. These results indicate a remarkable reduction in the 56 minutes waiting at the head office and the 32 minutes waiting time reported at the regional offices during the previous financial year (2003/2004).
The RGD was selected from a total of over one hundred and fourteen commonwealth country agencies and ministries as one of the fourteen finalists in the “Innovations in Governance” awards competition at the 10th Biennial CAPAM Conference in Singapore. The CEO was also invited to serve on the panel of adjudicators.