THE EDITOR, Sir:
Reference is made to a People's Report letter published in The Gleaner of Saturday, September 1, 2012, captioned 'Lackadaisical customer service'.
The writer, Mr Renford Forbes, highlighted that he had to wait more than an hour to use the computer service at the St James Parish Library. This may well have happened, as this service is heavily utilised by the public, as the Jamaica Library Service (JLS) provides free access to computers and the Internet.
The standard operating procedure is that persons are served on a first-come, first-served basis and on any given day these services are oversubscribed as the demand for the services outweighs the number of computers available for public access. The waiting time would, therefore, vary depending on the number of persons in queue.
We are pleased to report to Mr Forbes and the public in general that we are in the final stages of procuring 400 computers funded by the Universal Access Fund, which should help in alleviating the problem.
He further stated that he received "rude, reprehensible and discourteous" service. This type of behaviour is not supported, as staff members are always expected to display professional conduct at all times. The organisation also has ongoing training in customer service for all categories of staff. To adequately address the allegations made by Mr Forbes, we invite him to communicate directly with us to provide more specific information to support a comprehensive investigation.
Mr Forbes also raised the issue of outdated books at the St James Parish Library "both for children and adults in the research section". The JLS endeavours to remove from the shelves material which is outdated and provide replacements in a timely manner. In addition to print resources, information is provided through subscription to online resources and periodicals.
We look forward to hearing from Mr Forbes in an effort to resolve the issues.
Director General, JLS