BVI News

Customer Service Touch Terminals installed at two local ports of entry

A Customer Service Touch Terminal is stationed at the TB Lettsome International Airport on Beef Island.

Customer Service Touch Terminals are now present in two of the territory’s ports of entry, which will now allow visitors to provide real-time feedback about their customer service experience in the British Virgin Islands.

A December 24 government media release said the touch terminals had been placed at the Waterfront Jetty in Road Town and at the Terrance B Lettsome International Airport on Beef Island.

Deputy Governor David Archer, Jr said he was pleased with the advancement made so far, since the announcement of the initiative in early October 2019.

He said: “After meeting with stakeholders from key agencies across the public service and statutory agencies, my team and I made plans to pave a path towards the enhancement of customer service within our ministries, departments, and ports of entry.”

“I am pleased that we have arrived at this point in our transformation and I am looking forward to the progress that we will continue to make,” Archer, Jr added.

Meanwhile, Business Change Manager for Improved Customer Service, and Private Secretary to the Deputy Governor, Kedimone Rubaine, said the placement of terminals in the two selected ports is only the first step towards having touch terminals in all ports of entry in the BVI.

How these terminals work

All feedback provided by the terminals is uploaded in real-time to a central online dashboard for analysis, which allows the various government agencies to understand how various factors affect their service levels.

This information will be accessible by all government departments to enable them to generate reports and find ways of improving their customer service.

The terminals are expected to provide a source of transparency and consistency in customer service as part of the government’s goal to transform the public service into an internationally acclaimed one.

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  1. Kiosks says:

    And while we are it, can we get some kiosks so that we could check in ourselves?

    Like 14
    • Einstein says:

      Lmao. What’s the purpose of a “touch terminal?” Who is supposed to even read the results? Will customer satisfaction figures be published or even read by anyone?
      What we need is a basic training program to train the people to be polite and efficient.
      These brothers and sisters are the first and last and in many times the only locals that visitors will interact with. They all need a class or two in hospitality.

  2. Oinky says:

    I wish some supermarkets had a few..cause I can tell you, they have some real pigs cashing and checking receipts…you tell them good morning and they wouldn’t utter a word

    Like 11
    Dislike 2
  3. LOL says:

    Look thumbs down

    Like 1
    Dislike 1
  4. No nonsense says:

    At our ports of entry, it is embarrassing, disgraceful and unwelcoming to see the immigration process. The BVI promoting tourism and its the tourist being processed last. This is so wrong, embarrassing and unwelcoming to me. If I was the tourist, I would not want to cone back

    Like 10
    Dislike 4
  5. Take a Trip says:

    what nonsense are you talking, when you go anywhere else in the world, example: united states/usvi who do you see process first. let me put it to you.Their own,Their own, Their own. all others after.

    Like 23
    Dislike 1
    • Me says:

      I stand to be corrected but in St. Thomas Charlotte Amalie, the Immigration officers process both their own and visitors at the same time. They have different officers calling both lines so there is no one line that goes first. What happens is that the process for locals is much faster and less checking so it may look like their line is moving faster but it’s not. Both lines move together and the officers process documents simultaneously.

    • Maybe says:

      Maybe…. just maybe. For once you can’t point the finger at someone else.

      Immigration in the BVI is horrible for Belongers/islanders/residents/tourists. No matter how bad it is or how bad you experienced it elsewhere doesn’t influence that it would be a good move to improve this horrible process in the BVI.

  6. Sailor says:

    I cannot stand the process going from STT to BVI but have to do it for the next several months. You fly all day to get to STT as Beef Island is expensive then you get in a packed taxi to ferry terminal. May sit for a hours in the heat. Get on the ferry and last time waiting 50 minutes to onboard in Tortola so they could get the bags off then 2 hours in the immigration/customs line standing in the sun. Then returning you do it all over again and its worse going back from Tortola to STT. I usually have a flight lets say 2 to 3pm so leave Tortola at 8/9am ferry and barely make the flight. You don’t need customer service kiosks just ask a few of the many unhappy people going thru the process. Been all over the world and its easier to get into China than Tortola.

    • Rubber Duck says:

      Unfortunately you are right. The last 20 miles to these islands are the worst. And the word is out because tourism this year is way down as anyone honest in the business will tell you.

      And the difficulty of getting here is the major reason.

      Like 1
      Dislike 1
  7. Asta Stephansen says:

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