BSSB Customer Service Improvement Opportunities.

I have always maintained that “Customer Service” is less about the front line employee and more about the persons responsible for managing the processes.

I had occasion to visit Belize Social Security office in Belize City on New Year’s Eve to re-validate my bi-annual pensioner’s declaration, and every employee that attended to me (three)  did so with the greatest level of customer service friendliness, which provided a warm touch at the end of the year.

The processes however were so cumbersome that I felt that there was absolutely no reason why I should spend 1 hour and 15 minutes or more to 1. Re-validate my pensioner’s declaration, 2. Renew my Social Security Card, and 3 Take a pic for my new card.

My views on the process improvement opportunities are detailed below.

Since all my information is in the system’s database, I should be able to go to Customer Service present my SS Card, and the attending Customer Service Rep (CSR) should be able to pull up my info and ask if there is any additional information, and if none print the form for me to sign. Est. (3 minutes). The reality, 1. About three persons ahead of me, 2. While in line looked for the form to fill out and there were none at the forms location. 3. On reaching the CSR, I mentioned there were no forms, and he gave me one, and suggested I move to another location to fill it out. (He did lend me a pen though). 4. After getting back in line, and I reached him, he took the info from my card, asked me to sign the form and said that was it. (Actual time with CSR – 2 minutes) Total time for process including waiting in line 30 minutes. Belize Social Security can save customers more than 20 minutes of their time by a minor change in the process. (Easy for the IT Department to do but must by guided by the Manager of the Customer Service Department.)

I was advised that I need to renew my card and went to another CSR (There was no line) who again gave me another form, with some of the same information I had previously entered, and additional changes to my status. Again, there was no change as I remember, or minor changes to the original information. It appeared that another employee was on training, so all the issues dealing with my card were relayed to her and discussed. On completion my old card was attached to the form, and I was directed to go to the lady in the corner who would take my new pic. (Actual time for processing my info about 3 minutes plus another 3 for the training of the other staff member). Total time for process about 20 minutes. ) Similarly there could be some savings of at least 15 minutes in customer’s time by a simple change in the process. (Again easy for IT to do, but must be guided by the Management of the Customer Service Dept.)

At the Photo Id section, there were about 6 persons in line including some very young people, who were accompanying others. It took me about 15 – 20 minutes to get to the CSR. She was overly nice and friendly and in fact took a number of pics for the individuals until they got one that they were satisfied with. They were all having fun, and everybody seemed to be in a good mood, and I was not one to spoil the spirit at the moment. My turn came and again the CSR was especially nice and friendly and after a few pleasantries my photo was taken and I was out of there. (Actual time for the process was less than 5 minutes) Similarly there could be some savings of at least 15 minutes if the line was moving a bit faster.

The final issue was on reaching my vehicle I could not drive out because someone was parked behind me and I had to wait about about 5 minutes before I could leave. The interesting part was that the customer parking was overfilled but the employee parking had about 4 empty spaces.

As a trainer in both front-line customer service training as well as customer service management training, I normally see many weaknesses, but not necessarily caused by the front-line staff, but rather by the management of the customer service processes. Again, all employees were exceptionally friendly and helpful.

I would be pleased to assist in any review of the processes for an overall improvement in the quality of service to all customers. Final note: The times mentioned may be off by some minutes as I was not specifically timing all the activities, but to me it felt like that or even more.

A Happy New Year to one and all.