The 2003/2004 financial year was a successful one for the Registrar General’s Department. The customer satisfaction rate was impressive because of RGD’s focus on customer satisfaction and a service oriented working environment. Throughout the financial year innovations and improvements were continuous at the Department and staff were continually mindful of the Agency’s mandate to provide relevant and accurate statistics relating to vital events, to this end significant improvements were made in service delivery, process management and staff development.
The year ended with the Agency achieving a success rate of eight-five percent (85%). Fifty-nine KPIs were used this period and of this amount fifty indicated a favourable outcome while nine indicated an unfavourable outcome.
The customer satisfaction rate for the financial year was 99%. Two hundred and eighty two thousand and seventy three applications (282,073) were paid for and the number of applications satisfied, inclusive of some from the previous period, was two hundred and eighty three thousand seven hundred and fifteen (283,715). This compares favourably with the 94% satisfaction rate achieved in 2002/2003 when two hundred and seventy two thousand two hundred and one (272,201) applications were received and two hundred and fifty five thousand three hundred and seventy four (255,374) satisfied.
The Agency started the financial year with the realisation of a milestone in its computerization efforts. The Baby Application Tracking System (BATS) was introduced to enhance process management. The system enables users to trace the chronology of activities relating to an application from the point it is first received by the Agency to the time it is delivered to the applicant.
Subsequent to the implementation of BATS the Customer Online Query System (COQS) was launched. The COQS facility, which allows customers to check the status of their applications online, through the RGD website, provided a boost to customer service. The system was implemented in keeping with the RGD’s commitment to satisfying its customers and its implementation has afforded the Agency better management of the production process.
During the financial year the Agency expanded its outreach programme by assembling two mobile units. The mobile units were given the mandate to take the products and services of the Agency to the public across the island. The Agency has received numerous commendations for taking this important step to increase accessibility to its services.
The Agency’s commitment to product diversification and customer satisfaction manifested itself in the launch of the Genealogical Handbook on May 22, 2003. The book outlines the many methods of research and the various tools that are needed for successful researches. It gives readers instructions on how to filter information they have gathered and how to avoid frustrating pitfalls when conducting researches. hroughout the year the Agency worked assiduously to ensure that customers were served in an environment favourable for customer comfort. Two significant achievements were the relocation of the Western Regional Office and the Victoria Jubilee Hospital Registration Centre. Both facilities were relocated to accommodation more conducive to customer comfort. The new Regional Office has a spacious and attractive Registry Wedding Room and two floors of office space.
Prompt certificate delivery is an integral component of the Agency’s production function. Towards the end of the year the delivery system was centralized and all deliveries are now done from the head office. The Delivery Service was expanded to include door-to-door deliveries of all certificates and customers now pay for their respective service then leave and await delivery at home or such other place as may be identified. In addition the Same Day Service was discontinued and replaced by the Next Day Service. These changes were necessary in order to increase the efficiency of the production function and to improve customer care.
During the year the Department continued to focus on public education. The strategies- employed to increase public awareness of RGD’s products and services included:
- The airing of an Outside Broadcast, RGD Talk Back Live sessions aired on Power 106 and KLAS FM 89.
- Over forty-eight radio and television interviews.
- Over eight hundred outreaches and nineteen exhibitions
- Twelve articles written for print media
- Several radio and television features.
The Agency remained focused on its mission to provide vital statistics to support national planning and in support the Vital Statistics Report for 2001 was released and the Provisional Report for 2002 was completed during the year. The provisional report indicated that over eighty six thousand births, deaths and marriages were registered between January and December 2002.
While customer satisfaction is undoubtedly one of the central areas of the Agency’s focus, the unparalleled achievements were only possible and are enhanced by the Agency’s human resource element. Throughout 2003/04 RGD employees participated in several training sessions geared at developing their technical skills as well as advancing their awareness of the attitude and knowledge required to enhance customer service delivery. Staff members were exposed to over forty training sessions including Public Speaking, Business Protocol and Process Management among others. In addition towards the end of the year the CEO and Director of Records and Information Management attended the 2003 ARMA International Conference held in Boston Massachusetts where they received training in the area of Records Management.
The Agency closed the financial year with operating expenses of J$347,186,508.25 which was within budget of J$ 437,464, 486.33. However despite the careful financial management strategies and frugality techniques applied the Agency closed the year with an operating deficit of J$21.7m. This unfavourable result was due primarily to the late implementation of the increased fees. The increase in fees was approved for implementation in May 2003, however they were not implemented until November 17, 2003.
The year’s achievements were possible because the staff members worked assiduously and consistently throughout the year. Commendations are to be given for their dedicated efforts. Armed with this kind of committed staff the Department will enter the 2004/05 financial year with great confidence.
While customer satisfaction is undoubtedly one of the central areas of the Agency’s focus, the unparalleled achievements were only possible and are enhanced by the Agency’s human resource element. Throughout 2003/04 RGD employees participated in several training sessions geared at developing their technical skills as well as advancing their awareness of the attitude and knowledge required to enhance customer service delivery. Staff members were exposed to over forty training sessions including Public Speaking, Business Protocol and Process Management among others. In addition towards the end of the year the CEO and Director of Records and Information Management attended the 2003 ARMA International Conference held in Boston Massachusetts where they received training in the area of Records Management.
The Agency closed the financial year with operating expenses of J$347,186,508.25 which was within budget of J$ 437,464, 486.33. However despite the careful financial management strategies and frugality techniques applied the Agency closed the year with an operating deficit of J$21.7m. This unfavourable result was due primarily to the late implementation of the increased fees. The increase in fees was approved for implementation in May 2003, however they were not implemented until November 17, 2003.
The year’s achievements were possible because the staff members worked assiduously and consistently throughout the year. Commendations are to be given for their dedicated efforts. Armed with this kind of committed staff the Department will enter the 2004/05 financial year with great confidence.