New WORC system shows huge client numbers
(CNS): The rollout of a new ticketing system at Workforce Opportunities and Residency Cayman revealed that WORC dealt with almost 7,000 customers during the three-week soft launch last month. The new system, called Qlogik, will track service delivery times and give an overview of the customer numbers at one of the government’s busiest departments, given there are now more than 36,000 work permit holders in the Cayman Islands.
Over the 21 days of the launch, the system showed that 6,907 customers were served with an average wait time of nine minutes and 46 seconds, according to a release from WORC. Transactions then took an average of five minutes and 28 seconds. Overall, customers spent an average of just over 15 minutes at the office. Deputy Director for Business Operations Allison Lovinggood said that WORC had received positive feedback about the new system.
“They like that they know where to go next and when they will be served,” she said. “The system allows us to be more efficient in our customer service. For those who are not able to use some of our services online, we want to ensure they are in and out of the office quickly so they can continue on with their day.”
The system also provides information that will better equip WORC’s leadership to implement any necessary operational changes to best serve internal and external stakeholders, the release said.
The system was described as user-friendly. When a customer enters the WORC office lobby, they select an option from the five available services in the Qlogik system: general queries, JobsCayman, multiple payments, single payments, and endorsement stamps. Once an option is selected, a ticket is generated, starting the timer.
The customer can then sit down and watch the progress on the Qlogik dashboard screen. When it’s their turn, the Qlogik system calls the number and directs them to the relevant workstation to be served. Once the transaction is complete, the ticket is closed and the system calls another customer to be served.
Customers who are registered on the JobsCayman portal can make payments online using the
WORC website.
- Fascinated
- Happy
- Sad
- Angry
- Bored
- Afraid
Category: Government Administration, Politics
Qlogik minus the “I”? ROFL
Let’s see how it WORCz or doesn’t. I guess the IT consultants that sold the system are rubbing their hands together though.
This is the worse I have seen immigration. Frank Manderson amd I think Shirley were exceptional. Perhaps they need to train the current team.
Franz Manderson used to use Nick Joseph to train the immigration team.
@12:14
Thats true leadership. Mr Manderson finds the right people to build an exceptional team.
Then successive governments found Nick Joseph’s steadfast attachment to truth and the Law, to be an inconvenience.
How about a system that tells us the turnaround time for work permit to be processed. Almost a year and I am still waiting. dont even mention the express system. What a joke.
“WORC dealt with almost 7,000 customers”
The question is how did you deal with them. If your current track record is anything to go by we will continue to be doomed.
Should NOT be more than 10 % of Caymanians population on work permit from one single country.
Average wait times…how about giving longest wait time, shortest and times of day that are busiest (to avoid) and quietest. That way the information is less of a press release and more useful.
Comments on this page demonstrate what’s wrong in cayman. A department works hard to improve customer service and he the best you can do is complain complain complain.
The fairness, consistency, and integrity of their processes, are 1000 times more important than their ability to receive an application with a smile.
Still, the fact of a smile is encouraging.
We submit 189 pages of form A contracts with very application. WORC don’t realize how many rainforests their destroying with this nonsense.
Enshrine into law that all CIG employees must be Caymanian. Problem solved.
The fact that this has to be announced speaks volumes. It should have been a given in any civilized society where people matter that you use your power in the best interest of people from the start. You think about people by thinking about how you would wish to be treated if it was you in their position.
They are just insensitive, uncaring and unprofessional. There are some exceptions within the entire WORC group. But generally that is how they are. They pretend to show improvement but you are still treated less than human. They are Gods over you and take glee in striking you down or keep you waiting till you turn blue.
How about a system that identifies how many calls to Civil Servants go unanswered and identifies the culprits
Time to hand in paperwork – 15 minutes. Time to put it in the shredder – 5 minutes.
Everything else, priceless.
What does this really solve? \
Wear Out Real Cayman=WORC and they have almost completed their number one priority And they nearly done.
I miss the old days at Immigration when you just sat in the last chair, then the person in the first chair got served and everyone shifted over one chair. Kept you on your toes.
the good ol’ days
That’s still happening (well it was when I went 2 months ago!)
What I don’t get with these departments is why they don’t have a file for each individual they deal with and KEEP THE INFORMATION ON FILE. My notarized birth certificate hasn’t changed in 50 years, it’s not going to change in the next 50 years either. My passport only changes every 10 years, you don’t need a certified copy every damn time I do anything! Why do I have to get a police clearance certificate off one branch of CIG to give to another? Seriously? In the event someone gets convicted of something PUT IT ON THEIR FILE. Irrespective of the waste of time and expense of collecting and certifying dozens of pieces of mostly irrelevant and invariably duplicate certificates and photocopies why are you paying people to process THE SAME INFORMATION over and over and over and over again? No wonder these departments are so slow.
Simple reason, to give as many people a job as possible and this is connected to wotes. Oh yes, plus general incompetence.
You obviously don’t get that the Civil Service in Cayman is THE welfare system. It can’t be changed.
A welfare system for non Caymanians.
Yes! Nothing more ridiculous than having to provide certified copies of college degrees that never change.
Ticking “no” to all the various “have you committed a crime since last time” questions which are two pages long.
And as you’ve said why in gods name do you have to go get your own police record when it could just as easily be an internal, interdepartmental information request?
Then they wonder why it takes so long to process.
CIG needs justification for their jobs.
LOL. Someone/some people are employed to create police clearance certificates in order for us to hand them in for someone/some other people to look at them. It’s like a civil servant sat down and said; this takes 10 seconds for one person to check on a computer, how can we make it take a week and employ half a dozen people to do it?
Nothing will change. I was there this week. I had papers to drop off. A third set more than an inch thick of largely irrelevant information one of the boards had asked for. The previous two submissions had mysteriously disappeared.
So I took in this third set, refused to drop them in the box, waited in line, and went to the desk. The staff member refused to give me a receipt for handing over the paperwork, and admonished me for wasting her time and not just leaving it in the box (to go missing a third time). I asked if I could take a photo of me handing over the paperwork as a form of receipt or proof at which point she stood up and walked away.
Next will come the letter telling me my application was refused because I didn’t submit the requested paperwork in time.
Sadly, I’ve heard this story from over 50+ different families. They dropped off a package with information that was requested, the information went missing; after which, they were penalized for not providing sufficient information. There is no accountability from the staff nor even professionalism.
It’s so comforting knowing that they have lost your very private and personal information, too!
Heard of and seen this as well. Nobody trusts that drop box. What are the odds that if I hand my papers to a person for about a decade nothing ever been lost. But then the first time the drop box get used “magically” something is missing. Then they tell you just submit the missing item to the drop box.
Isn’t this like the systems at Licensing and Immigration? Where waits are endless? What’s different now?
They take your paperwork in 15 minutes, but then you must wait a year or two for them to look at it!
Too true! Perhaps we should have a reverse system – we issue them a ticket when we hand in an application 🙂
😀 Would be great if they could integrate the tracking of this whole process into Qlogik.