Government has revealed plans to launch Customer Service Touch Terminals throughout the British Virgin Islands.
This initiative is to promote a culture of exceptional customer service in the Public Service.
An October 4 media release from the Office of the Deputy Governor said that the terminals will allow clients and visitors to receive quick feedback about their customer service experience.
Deputy Governor David Archer, Jr met with stakeholder from key agencies across the public service and statutory agencies and said the initiative will pave a positive path in how customers are treated in the BVI.
“Good customer service begins with us. The implementation of the touch terminals is an effort to improve the culture of how we serve customers and provides a way for us to work together to provide exceptional standards of service in the territory,” Archer stated.
Meanwhile, Private Secretary to the Deputy Governor and Business Change Manager for Improved Customer Service, Kedimone Rubaine, the terminals will be placed in all ports of entry into the BVI.
“A significant feature of the touch terminals is that data captured will provide a detailed overview which will aid in promoting a culture of excellence, collection of quick feedback from clients in high traffic areas [all ports of entry], and help us to better understand how the service is impacted,” Rubaine stated.
She also said that public officers at the TB Lettsome International Airport and the Road Town Jetty will be getting their terminals fitted in the arrival areas. They are expected to undergo orientation by the Public Service Transformation Team in the coming weeks.
How these terminals work
All feedback provided 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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