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News
THE
CUSTOMS & EXCISE DEPARTMENT and
THE PUBLIC SERVICE REFORM UNIT
CUSTOMER SERVICE IMPROVEMENT PROJECT
NEWS UPDATE JULY 2007
Background
The Customs & Excise Department and The Montserrat Public
Service Reform Unit (PSRU) carried out a Customer Service review
in late 2006. The survey was part of a Public Service, Customer
Service Improvement Project aimed at changing the culture of the
Public Service and the Customs Department agreed to undertake a
pilot project to implement changes in its customer service.
Following the survey, an action plan was drawn up to tackle
identified key areas of dissatisfaction identified with the
services provided by Customs. These included provision of
information and the attitude and approach of Customs Officer.
We undertook earlier this year to keep the public updated with
the action we will take and this news update is to let you know
what steps we have taken in the first half of 2007.
Work undertaken to date
Since the start of the improvement programme we have:
1. Reviewed our processes and produced Information Notices in
the following areas:
• No. 1 Clearance of Air Cargo at Gerald’s Airport
• No. 2 Clearing of barrels and other low value cargo at the
Transit Shed
• No. 3 Completing Customs Declarations for commercial imports
An initial distribution of notices has been made. However if you
have not been able to obtain a copy or require further copies
any of these please contact us at the address given.
2. Reviewed our complaints procedures and introduced a new
system to record and analyse complaints received. This included
production of an information leaflet on the complaints
procedures and forms to record complaints made.
3. Provided training to all our staff on Customer Service.
4. Provided and issued name badges to all staff
5. Commissioned work on the Customs website to include provision
of the Information Notices on line and to provide further
information and services electronically.
Next
The work to improve our services is on –going and will not stop
with the end of our present programme. Over the next few months,
we intend to:
• Extend further our range of Information Notices; two further
Notices are currently being prepared and will be available
shortly.
• Complete the updating of our website ( http/:www.customs.gov.ms)
• Review other Customs processes and procedures to see where we
can reduce delays and red tape while still meeting all
Government set targets and legal obligations.
• Update the Tariff to reflect CARICOM agreed changes and
provide printed and electronic versions ( subject to ExCo
approval)
• Install Notice Boards at all our offices so that leaflets and
printed information is more readily available.
• Meet with importers and others with whom we have regular
dealings on a more frequent basis to discuss issues and
concerns.
• Provide periodic updates of changes and improvements to our
services as they are introduced
Finally
If you have any comments or wish to provide feedback on the
service we currently provide please ask at any of our offices
for a feedback form
If you wish to find out more about the survey or the action plan
contact the Customs Department by letter, e-mail or telephone at
the following address:
The Comptroller of Customs
Customs & Excise Department Tel: (664) 491 3816/2456
P.O. Box 431 Fax: (664) 491 6909
Brades e-mail:
customsmail@gov.ms
Montserrat
Alternatively you can contact the Public Service Reform Unit at
Customer Service Improvement
Public Service Reform Unit
P.O. Box 292
Government Headquarters
Brades
Email: psru@gov.ms
Telephone: 491-9202
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