Businessisation of Government A Case Study of an Executive Agency in Operation The Registrar General

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Businessisation of GovernmentA Case Study of an
Executive Agency in OperationThe Registrar
Generals Department

• A New Form Of Governance
• Presenter Patricia P. Holness
• CEO, Registrar Generals Department

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OVERVIEW
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AREAS OF OPERATIONS TO BE COVERED

• Management
• Customer Service
• Registration
• Human Resource Management

• 5. Island Record Office
• 6. Finance
• 7. Computerization
• 8. The way forward

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Customer Service

• Before
• No waiting area
• Long queues
• One customer service representative (CSR)
• Open to the public at 900 a.m.
• Lack of access to the services
• No charter of service

• After
• Improved accommodation
• Over 20 CSRs
• Open to the public at 630 a.m.
• Access improved
• 3 regional offices
• Email applications
• On-line applications
• 3rd Citizens charter developed

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Registration

• Before
• Large number of untrained Local District
  Registrars (LDRs)
• Parish Officers travel at will
• Significant level of errors in Registration

• After
• Several training courses held and main LDRs are
  now paid by RGD with performance targets
• Parish officers travel according to approved
  itinerary
• Error rate agreed and linked to performance
  incentive.

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Human Resource Management

• Before
• 1 of staff computer literate
• Low salaries
• Many without minimum qualification of 4 CXC/GCE
• 90 of staff never attended a training course

• After
• Over 95 computer literate
• Improved salary levels and COL adjustment paid
  for 2 years
• Upkeep allowance rolled into salaries
• CXC/GCE classes free to staff many now
  qualified

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Human Resource Management Contd

• Before
• Weekly and monthly paid staff creates extra work
  for payroll staff
• Pay day woes, absences to attend bank
• Registrar General employed to Central Government

• After
• Monthly paid staff only reduction of payroll
  staff by 1
• Salaries paid directly to bank, ATM access, CRS
  available for customers
• CEO hired through public international
  advertisement for fixed term renewable contract

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Human Resource Management Contd

• Before
• Few job descriptions documented
• No policy and procedures manual
• No grievance procedures

• After
• All positions have documented job descriptions
• Policy and procedures manual developed with staff
  and union
• Grievance procedures developed with all staff and
  union and being used