SPANISH TOWN, St. Catherine:
THE REGISTRAR General's Department (RGD) has launched an Application Tracking System (ATS), its newest customer service improvement initiative.
Customers will no longer be required to complete physical application forms for birth, death and marriage certificates.
Implemented on February 1 at all offices of the RGD, including the seven regional offices across the island, the ATS has significantly reduced a number of steps in the application process.
PROTOTYPE
Speaking at a recent JIS Think Tank session, Chief Executive Officer of the RGD, Dr. Patricia Holness, explained that the new ATS was developed from a prototype that the RGD began using in 2003. This system enables customers to check the status of their applications online or with a customer service representative by telephone.
As of February 1, however, the capabilities of the system were expanded to involve customer service representatives interacting with customers to gather the information for the application; verification by signature by the customer, and payment. Each transaction lasts approximately three minutes.
With the system there is a greater level of customer participation and satisfaction as the customer is empowered to "query and track the status of an application from each point to the next, as it moves through the production process," Dr. Holness explained.
