The Editor, Sir:

This is an open letter to Dr Patricia Holness, CEO of the Registrar General's Department.

Dear Madam,

I believe the Registrar General's Department's (RGD) processes can be more efficient and effective. The current systems are frustrating to both your clients and staff. If this were not a critical service, the organisation would be defunct.

I am amazed that it is a revenue-generating agency where all the services attract a charge. This is grossly unreasonable for the frustration experienced.

Take this case in point. An individual applied online for a birth certificate using the express service and after several weeks was told it was not found. Thereafter, he visited an RGD office, spent a long time waiting to pay $100 for a computer search. Nothing was found. He subsequently paid $12,000 for a form search which was mid-year. After approximately two months he revisited the office to check on the progress and was told the search had not started.

A kind customer service rep sent an email to the person in charge of the search for it to begin. After subsequent checks by phone and a physical visit approximately eight months after, the search was unsuccessful. These primary issues need to be examined:

1. There should be a cut-off time for a form search. Please note that some records could have been misplaced during the paper-to-computer conversion.

2. Should late registration be the only option for a failed form search, please bear in mind that records can be lost and individuals should no be forced to go through this very arduous process.

3. Reps should have a better handle on which customer is to be served next; there is currently no method for them to keep track.

4. Managers/supervisors need to come on the floor and 'mystery shop' with the customers as some of their cases are quite straightforward and do not require waiting and being unproductive.

The current state of the system begs for corruption. I would be quite happy to reach you and suggest some fixes for these issues. The RGD could be a lot more profitable with more efficiencies and motivated staff in place. By the way, when are the Spanish Town office's telephone numbers going to be fixed?

I am, etc.,

V. HARTMAN