The year 1999-2000 marked a number of milestones for the Registrar General's Department (RGD). The year began with the granting of Executive Agency status, thus setting the Department on a more intensive thrust towards providing efficient, effective and economic service to its customers. It was also during this year that the RGD celebrated 120 years of service to its customers. At year end RGD reported 84% successful achievement of its targets. Of the thirty seven key performance indicators (KPI's), twenty one were surpassed, ten were met and six not met, targets not met were largely outside of RGD’s control with only two being directly attributable to the Agency.
The RGD operates on the premise that the customers’ needs are paramount and therefore practices a flexible approach which ensured a high response to customers’ demand for new and improved services. This approach resulted in the following six new services being introduced:
- "Can't Wait, Stop Here"
- Super Express
- Registry Weddings
- Genealogical Research
- Special Services Unit
- Customer Service Mobile
The introduction of these services broadened the delivery of the Agency’s products and customers soon took advantage of the convenience they offer. The Super Express and Customer Service Mobile especially, have proven to be very popular.
During the year, the Department worked on improving the efficiency of its service delivery. One of the major efforts in this regard is the computerisation of vital records. This was ongoing throughout the year and at the time of reporting, 2.1 million records had been entered in the database. The thrust towards efficiency also led to the introduction of a tracking system that follows each customer’s application from submission to delivery. In addition, the Department was Y2K compliant by August 1999 and by March 25, 2000 it had entered the Internet highway with the launch of its website. The Island Record Office also brought its electronic database up to date during the year.
The RGD did not confine its efficiency efforts to computerisation, as the department opened its third and final regional office in the period under review. The North Eastern regional office was opened in St. Ann's Bay to serve the parishes of Portland, St. Mary and St. Ann. Progress was less satisfactory in relation to the rationalisation exercise of Local District Registrar (LDR's). This was due mainly to the delay in securing the necessary Legislative changes to the Registration (Births and Deaths) Act.
The area of finance was one of mixed results for the RGD. On the one hand, the Agency achieved only 59.1% of its projected income, due mainly to the outside factor of delay in finalization of requisite legislation to approve its fees. On the other hand, the Agency managed to keep its expenditure below budget through prudent financial management practices. It also introduced revenue-boosting initiatives such as the pilot Customer Service Mobile in Portland. In addition, the Agency greatly improved the speed of production of financial statements by implementing a Financial Management Information System.
Efficient service is impossible without qualified and happy staff, and during the review period the RGD placed special emphasis on Human Resources. Members of staff have access to the Human Resources Polices and Procedures Manual that was distributed to managers and supervisors at the beginning of the year. During the year, the Department also focussed on staff welfare through internal and external training, improved benefits and recognition for long and outstanding service. Labour relations were stable throughout the year and the Department maintained open and cordial relations with the Jamaica Civil Service Association, to which about 60 staff members belong.
The RGD mounted an intensive communication programme throughout the year. Efforts included outreach meetings around the island and in the United Kingdom and the production of our radio drama series "RGD & You" and the monthly newsletter “For the Record”. The Department also hosted a number of special events, namely, the regular Open Day for Fathers; and in honour of its 120th Anniversary, Customer Appreciation Days at all its offices, a "Cultural Sinting" and a Thanksgiving Service. The Department also produced a comprehensive brochure outlining the RGD's services and operations and a third edition of its Citizen's Charter. In addition, it produced and distributed flyers, information brochures and promotional material to our customers and general public.
Throughout the year, the Internal Audit Unit and PSMP Implementation Unit monitored all of the Agency’s KPI’s and individual performance targets; this ensured that targets established were realistic and ultimately achieved.