CUSTOMERS OF the Registrar- General's Department (RGD) will now be able to electronically track the status of applications via the newly launched Application Tracking System (ATS).
Developed in December 2002, the RGD commenced using the system in April, which provides real time information on the status of all customer requests from a single central secure and robust database.
It also facilitates 'user friendly' queries using a simple Web interface, that allows for wide-scale deployment of information in a highly secure manner.
Speaking at the official launch of the ATS on December 30 at the RGD headquarters in Twicken-ham Park, St. Catherine, chief executive Dr. Patricia Holness said the Agency tried long and hard to develop a system under the Customer Service Improve-ment project, focusing on how best to help the customer in light of a challenge to processing an application.
With the launch of the ATS, customers now have the option to visit the RGD Web site at www.rgd.gov.jm enter the receipt number, the name of the person who made the application, and the type of application, and get a quick response.
CONVENIENT
"This new facility allows the customer to stay in the private domain of their home or office and interact with the RGD," Dr. Holness said.
The system will also facilitate overseas customers who might have difficulty in corresponding with the agency via phone.
However, customers are reminded that the correct information has to be entered on the computer to access the information required. And, Dr. Holness has said that so far only applications dating from April 1, 2003 are in the system.
Maria James, the Customer Service Improvement manager, who spearheaded the launch of the system, noted that ATS also allows RGD staff to respond to customers as to the details of the progress of their applications in real time.
"The ATS has been a great success in the RGD because we no longer have to worry about duplicated efforts such as customers speaking to different customer service agents about the same inquiry. Everything is noted on a common system and 'we sing out of the same hymn-book', as we like to term it, and we are able to respond to our customers more effectively," Mrs. James said.
"We have had glowing comments from customers concerning our operation, and what we need from them to complete the application."
Over 300 members of staff tested the system and were trained in how to access the system in order to deal with calls inadvertently transferred to wrong departments.
"If calls get transferred anywhere now, someone will be able to access the application tracking system and identify on our Web site exactly where the application has been processed," Dr. Holness disclosed.
In 2003, of the 203,689 applications submitted, over 198,000 have been satisfied.
