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High-tech call-in system to clear backlog at RGD

Published:Wednesday | February 10, 2010 | 12:00 AM

Rasbert Turner, Gleaner Writer

Spanish Town, St Catherine:

Health Minister Rudyard Spencer endorsed the Voice Over Internet Protocol service commissioned at the Registrar General's Department (RGD) headquarters in Twickenham Park, St Catherine, last Friday, which will make more than 100 lines available to callers and effectively speed up and enhance service delivery.

The minister said that with the RGD serving more than 250,000 persons annually, the Internet-driven system would help clear a caller backlog.

"I am proud of how the agency deals efficiently with those it serves, plus there is a 98 per cent satisfaction rate," said Spencer.

"The system can only enhance the competence of those who work here," he added.

The RGD's PBX system at the head office was damaged by lightning during a thunderstorm, causing the department to haemor-rhage more than 85 lines.

Chief executive officer of the RGD, Dr Patricia Holness, declared that the system would greatly increase efficiency at the executive agency.

"The system works in a very comprehensive way. When persons call the department, if the desk is busy, the call goes to another, and all offices outside of the head-quarters will also get the call. Therefore, the public stands to benefit tremen-dously," said Holness, who has for years had to fend off howls of dis-satisfaction over service.

A total of 110 lines are available to the public. Of that number, Digicel provides 75 and LIME the rest.

A test of the system revealed that persons can be served in within a minute after calling the provider.

"It is very simple. Persons who need the services of the RGD call in the information, and within seconds the information is displayed bythe company's Internet service provider," Holness told The Gleaner.

Holness said during the first half of the new fiscal year, which starts April 1, the RGD will enable customers to use their telephone to interact with its application-tracking system.

"They will be able to determine the status of their applications, without having to wait on a customer service representative, and this will be available 24 hours per day, during and after working hours," she said.

The software was installedby ILLUMINAT at a cost of US$158,000 (J$14.2 million). It underwent a test period from January 29 to February 2, during which a total of 3,339 calls were made.