THE EDITOR, Sir:
THE REGISTRAR-GENERAL'S Department is in dire need of restructuring! Oops, I am mistaken. This was one of the pilot government departments that was restructured and formed into an executive agency in the ongoing modernisation of the public service.
Well, I can emphatically predict that based on the lack of quality service being offered by that Department, further restructuring will have to be done. I wonder what will the next phase will be called.
From my opening comments you can tell that I am a frustrated client. An express application was made for my daughter's birth certificate on May 20, 2002. Based on their schedule of delivery her dad was advised that it would take seven working days for preparation. We gave them seven days and more...
Some of the implausible excuses were:- No record of the application (we had a reference number to quote at every instance that a check was made). No record found; the hospital needed to re-submit the necessary information to them.
When dad gave up, I took over suffice to say he with his never-ending patience gave up and I with my lack of patience took over the Herculean task.
I am unimpressed with the operations of the Department. After unproductive phone calls an officer in the production department listened while I voiced my concerns, advised that I would have to give her all the information again and give them until Monday July 1, 2002 to do a search/check.
Three more days, another story. The record was found but I have to call back on Wednesday to see if it ready; more than a month has passed although I had requested express service.
There will be another chapter in this epic saga of "Getting a Birth Certificate from the Registrar-General's Department." In the meantime however, I offer some advice,
The electronic answering system at the Department should be discontinued. It is too difficult to get to an officer through this medium. Employ officers who pay attention to detail and use their initiative. The CEO should ensure that her staff can please before they "Aim to satisfy".
I am etc.,
JUDITH BROWN
c/o West Cumberland
St. Catherine
