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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