Customer Service Office

 
The National Registration Department as the Best Service Counter Department in the Public Service.

 

"Customer Satisfaction Our Priority"

 
The Customers Are Our Guests. NRD Is Committed To Provide Services Which Go Beyond Customer Expectation Based On A First-Class Working Culture And Always Striving To Improve The Quality Of The Service Delivery System To Customers.

 

In line with the vision of the Department to become the ‘Best Service Counter Department in the world’, NRD constantly strives to provide excellent services to the public.  Towards this end, NRD considers each customer its guest who needs to be accorded the proper treatment. The commitment to provide the best customer service is manifested in each dealing with the customer whether in form of the quality of treatment, facilities, categories of customers served as well as the systems and procedures. To provide the best services to customers, NRD continuously strives to inculcate a first-class working culture among its staff. Holistically, the first-class culture adopted is not limited to the facilities and equipments provided, but also include the moulding of the mind of its staff who constantly strives to provide services that go beyond customer’s expectation.
 
As a key front line agency in the public service, NRD has various categories of customers. Each category has different expectations in terms of treatment and facilities
NRD has identified the basic requirements for each of the following categories of customers:
1. Ordinary customers
2. The disabled
3. The elderly
4. Expecting mothers
5. Mothers with babies/small children
6. Ailing customers
7. Customers in groups who have problems in their dealings at NRD counter
8. Customers who are eligible for special services
9. Customers who need services outside the premise that are authorised under the regulations of the Department
10. Customers who faced difficulties in making transactions during normal working hours.
 
PROGRAMME
OBJECTIVE
TARGET
ACTION
RESPONSIBILITY
ACHIEVEMENT INDICATOR
Facilities for the disabled, the elderly and expecting mothers
Providing comfort to the disabled, the elderly and expecting mothers during their dealings with NRD
1. The disabled
2. The elderly
3. Expecting mothers
Providing appropriate facilities for the disabled, the elderly and expecting mothers
PRO
All offices to have basic facilities for the disabled, the elderly and expecting mothers by 2009
 “VIP” customer counter
Providing comfort and fast services
1. VIP guests.
2. Guest who are invited back (in line with the client’s charter recovery system)
3. Guests who need special/urgent services with the permission of the Director
Providing special counters and staff
BPK/State Director
Zero complaint from VIP. Number of commendation/appreciation letters received.
Standard of Service to Guests
Ensuring counter staff assimilate NRD counter service ethics
Counter staff
Counter Management Guidebook. Personal Development Guidebook, Code of Ethics and Conduct Book, Form Checklist Guide, Customer Rights Notice, Do’s and Don’ts,
PRO, Director of Division/State/Office Head/Supervisor
Zero complaint
Number of commendation/appreciation letters received
Improvement in systems and procedures
Facilitating customer dealings at the counter
Reducing bureaucratic red tape
System developer,
Implementer
Review existing systems and procedures
KICT and Director of Major Transactions Division
Percentage of excellent performance in customer feedback form
Consistency in understanding of regulations
Creating consistency in understanding of regulations by staff
Service standards accepted by customers are uniform