November 13, 2019 2:17 PM
Tax Administration Jamaica’s implementation of its Customer Flow Managemen System a year ago has delivered improved customer service, at both its St. Andrew Revenue Service Centre and Falmouth Tax Office. The automated queuing system, which was introduced as a pilot in November 2018 has proven to be effective in improving customer service efficiency, as it is relates to processing and waiting times as well as managing service delivery at the TAJ locations. The year old system has been enhancing efficiencies, as front-line managers are able to access real-time and close of business day analytics, to make decisions to re-assign staff to service points based on customer demand, thereby reducing customer’s time spent in the Tax Office.
Persons who visit these locations have greater ease of access to services in a more orderly, speedier manner, because of the system whereby they receive numbered time stamped tickets and are directed through improved signage for these servicepoints. These time stamped tickets allow customers to be transferred from one servicepoint to another based on their stamped time of entry, without having to get another ticket or going to the back of another queue, resulting in shorter transactions times.
The system which is designed to manage customer traffic flow more effectively, is in keeping with the remodeling of TAJ’s business spaces to provide adequate and comfortable seating, has received positive feedback from persons who have experienced the improved service delivery. Maurice Johnson, Entrepreneur, smilingly stated that, “I came to Constant Spring Tax Office to renew my car registration and experienced the new queuing system, and I can tell you it only took me five minutes,the fastest I’ve ever left this location“.
Similarly, on social media persons have shared their positive experience with the new system @kalilahrey – “Truly impressive - who knew Govt customer service could beat Private Sector, street and lane...” @lizzielevy – “Best part was the seats + WIFI. Pretty comfortable seats too. Tho I didnt get to sit for long. All the cashier spots being used.” @kaminajsmith – “I generally do all my tax matters on line but this transaction had tobe done in office. Decided the day off would be well spent. @JamaicaTax @DrNigelClarkeJa Happy to say I did not even have to spend long in your new comfy chairs. New system working great!”
The tax authority will be implementing the Customer Flow Management System on a phased basis with two other locations in the 2020/21 financial year, and it is expected to become a feature of additional Tax Offices across the island in the long term. TAJ continues to reengineer its operations to improve service and efficiency, in keeping
with the overall thrust to increase customer satisfaction.
Persons may contact the TAJ Customer Care Centre at 888-Tax-Help (888-829-4357) toll-free for further information or assistance.