The Editor, Sir:

I would like to respond to a letter from Michael Johnson, titled 'Frustrating Bureaucracy', which appeared in your paper on Friday, May 1.

First, let me apologise for the obvious frustration that the writer felt while doing business at our head office at 25 Constant Spring Road. We are well aware of the limited capacity at this facility and as such it had been our intention to relocate the Passport, Immigration and Citizenship Agency (PICA) to a more spacious location in downtown Kingston. It is our hope that the move will take place by the end of 2009.

The author of the letter made a very good suggestion about installing a dedicated window at tax offices to deal with passport matters. Currently some aspects of our passport services are accessible at the Jamaica Constabulary Force divisional headquarters in all parishes outside Kingston.

out-of-town conveniences

An immigration officer is assigned to these locations to check and receive application forms for the convenience of first-time applicants who reside outside of Kingston. We also have a regional office at Overton Plaza in Montego Bay which accepts passport applications.

Additionally, customers renewing applications may wish to contract the services of passport agents and travel agencies who may submit applications on their behalf.

Despite this, we understand that more needs to be done. We will be implementing measures to provide greater convenience to customers conducting business with the agency. It is our hope that these can be rolled out by the middle of this year.

In the meantime, we graciously ask our valued customers to bear with us as we aim to improve our service.

I am, etc.,

JENNIFER MCDONALD

Passport, Immigration and

Citizenship Agency (PICA)