The department suggestion box which is a tool used to obtain information regarding our customer’s needs and expectations were critical indicators for improvement, our monthly staff meetings gives an opportunity to review and revise our process when necessary, as we go along.
Each officer is subjected to daily briefing to ensure accountability and effectiveness in the execution of duties. Informal customer interviews have been held with stakeholders (Tourism industry, Government ministries and departments, NGO's and others) especially in the Diaspora. These interviews have proven to be a useful tool for discovering the customer’s awareness of the services we provide, their expectations, level of satisfaction and suggestions of how we can meet their expectations.
Consultations were held with various stakeholders (Tourism industry Government Ministries and departments, NGO And others)with the specific objective to familiarize them with the new initiative and of course to solicit their buy-in as part of a general community policing programme, the wider community is sensitized. This approach favours the private sector and health services in a particular sense in that they are the greater beneficiaries of the enhanced express service, their feed back serves as useful indicators for whatever retooling that may be necessary.
Some of the information garnered from evidence gathered is bench marked against international best practices, for example International Civil Aviation Organization (ICAO) standards, and our local circumstances before being prioritized on our ‘to do” list. Such data is collected from our customers in a number of areas.
Unlike what obtained previously the Law now provides for Passport Officers to be delegated as in accordance (Sec 8 of the Passport Act 226 of the 1990 Revised Laws), to date a Chief Passport Officer and fourteen passports officers are now the recipients of appointment credentials.