Chairman of the Passport, Immigration and Citizenship Agency (PICA), Joe Issa, has said that the new headquarters for which architectural designs are now in will reinforce the agency’s commitment to providing Ritz Carlton Quality Service to customers.
“We’re a public service organisation and I believe the level and quality of service we provide to the public, is directly related the level of comfort and staff morale – that feel-good factor which is so often necessary to drive performance.”
“So it’s a great move by the Minister [responsible for PICA] to construct the new building as it will reinforce our commitment to provide Ritz Carlton Quality Service to customers,” said Issa.
Issa was commenting on the announcement by National Security Minister, Robert Montague, of the receipt of architectural designs for the new PICA building, which is to be constructed on 7th Avenue on lands already acquired near the current headquarters on Constant Spring Road in Kingston.
When Minister Montague in late 2016 first announced the construction of a new building to house PICA staff, Issa hailed the idea, stating that “the new facility will raise the profile of the agency and the satisfaction of customers, who often complain about the overcrowding at the current headquarters.”
In asserting that the new investment in land and building will eventually pay off through improved staff effectiveness, efficiency and productivity, the PICA chairman said: “the more modern and spacious building will enable managers to better manage staff time and other inputs and prioritize their use, which results in greater effectiveness.”
Issa explained that the new facility on 7th Avenue “will make for better management of the output of workers, in terms of organizing, processing, approving and dispatching passports, citizenship certificates and work permits, etc.,” noting “it will lead to greater efficiency…which means ‘doing things right’.”
“To the extent that more is accomplished with the same staff at the new location relative to what is being achieved at the current building, this constitutes increased productivity or output per worker,” said Issa, who is a past student of the London School of Economics and Political Science (LSE) in the United Kingdom.
The construction of PICA’s new head office is said to be among initiatives designed to further improve client service delivery at the government agency.
According to JIS News, “strategies that have been implemented, to be rolled out or being contemplated include online passport application and renewal; a digital or biometric passport; and an advanced passenger information system.”
It added: “PICA has introduced a new drop-box service at its head office that will facilitate speedier passport renewals by eliminating the need for clients to join long queues to have these and other documents processed.
“This is complemented by a courier service, being done in partnership with DHL Jamaica Limited, which will enable clients to arrange for the delivery of their documents after making the requisite payments.”
The government news agency also quoted Minister Montague saying that once the architectural designs are approved by the KSAC, construction would commence in earnest.
Jamaica Is The Place To Be ask Joseph Issa 