THE EDITOR, Sir:
AS A present and intended frequent user of the much appreciated Highway 2000, I would like to
suggest some possible solutions to current hitches and glitches, which could enhance the effectiveness of the usage of the Highway, thus enabling the users to fully enjoy the expected efficiency.
DIRECTIONAL SIGNS
Heading west: The first sign heading west from Mandela Highway currently has two arrows: left pointing to SPANISH TOWN then OCHO RIOS nearer to the straight arrow. Suggestion: To remove any doubt the sign could read: left arrow Spanish Town and Ocho Rios, straight arrow Old Harbour, May Pen, Mandeville.
Heading east: The sign approaching the Portmore and Ferry traffic light exit indicates left Portmore, Kingston and Norman Manley International Airport then Straight Norman Manley International Airport and Kingston via Mandela Highway. Apparently the suggestion is that one can reach Kingston and the Airport via Portmore. Although this is true, if that was not the intention, and if the customer is not familiar with the challenging landscape of Portmore, the use of the Highway could result in the effort being counter-productive as the customer could easily get lost in Portmore.
Additionally, if the interpretation is lost on the customer who really intended to go Mandela Highway, then he would have lost the benefit of the bypass of the line at the traffic light. Suggestion: This sign could read Portmore and Kingston & NMIA via Portmore. I suggest that the Mandela Highway route to Kingston and the Airport may be easier in terms of clarity.
SPANISH TOWN TOLL PLAZA LANES
Frequently in the evenings, there is a line in the main lane (right) heading west. There are insufficient indications regarding the use of the middle lane, as the left lane clearly indicates that it is for use by tag holders only. On occasions customers take the chance and realise that there is an employee in the booth and slips from the line into that lane. Unfortunately, I have never witnessed the available attendant in that booth realising that there is a long line in the main lane which indicates to customers that the lane is in use. As the glass on the booth is tinted, it is not easy to detect from a distance, whether an employee is operating from there.
Suggestion: An illuminated sign indicating that the booth is OPEN could improve the customer service.
DOCUMENTATION
On the morning of Thursday, December 30, 2004, the cashier advised that he was unable to issue receipts as the 'system is down'. Our money must be properly accounted for. Suggestion: Manual, pre-numbered, controlled tickets could be made available. This would serve to cover the customer as well as to safeguard our country's business. Documentary evidence is important. Again, documentary evidence is important. Checks and balances.
COMMUNICATION
Unfortunately the electronic equipment used with the prepaid tags was out of service on the same day also. This was not communicated to customers until we paid the toll, parked and spent a few minutes inside the office attempting to purchase tags. We were told that it was not expected to be operational until next week (oops! That's also next year!) Currently then, it would be meaningless to purchase a tag as it could not be used for the next few days at least. If only this information was communicated to customers at the payment booth from where we were directed to the Sales Office, a fellow motorist who was behind me from origin and who did not use the Highway would not end up beside me in Kingston via Mandela.
Suggestion: In order to reduce lost time, the front-line workers should be advised of current issues so that they can improve customer service by informing customers beforehand, leaving them with the choice of the timing of their transaction.
Conclusion: The new leg of Highway 2000 is only 16 days old, and like most things new, it will take time to straighten things out. My plea is that while we will operate at
least globally acceptable standards, we
will make improvements to those
standards where we find that stakeholders, particularly our customers have concerns. Existing systems may reflect 'overseas' practices, however, it is important that we recognise that the largest category of users/customers will be Jamaicans and aim to satisfy them. Best wishes.
I am, etc.,
A. CARR
anmae2001@yahoo.com
Greater Portmore
St. Catherine
