Chairman of the Bahamas Chamber of Commerce and Employer’s Confederation (BCCEC) Winston Rolle called the launch “encouraging”. He told Guardian Business after the launch at the Sheraton Nassau Beach Resort yesterday that the new system should help ease much of the frustration the private sector experiences doing business with the public sector.
The new service has built-in workflow management features that should identify unresolved queries and other stress-points that threaten timely service delivery, according to the e-government web portal and e-services project manager Carol Roach.
The system, however, will only be effective if managers across various government agencies successfully resolve breakdowns in order to meet expected deadlines.
“What we are trying to do is make government more responsive. So a lot of times people need feedback – to know where they are at,” Roach told Guardian Business.
“With the workflow, you know it goes from person A to person C, and if C is holding up on it then the manager knows and can try to sort it out and then get back to the customer.”
A key aspect of the new system will also be ensuring that e-customers have realistic expectations for service delivery timelines, according to Roach.
Rolle welcomed the e-government promised timelines for responses and the delivery of services.
“[The presenters] spoke to setting some delivery expectations for each agency with the various services. So obviously, it’s not just a matter of being able to set those expectations. They can rest assured that the private sector is going to look to see how well they are delivering against those expectations as well,” he said.
The business community will also be seeking some assessment of the adequacy of the e-services to it and the areas where work is needed for further development of an effective e-government system, the chamber chief said.
According to Roach, plans to evaluate the adequacy of the system to all the major stakeholders are already in place.
“We are planning focus groups and we are going to bring them in and have them click through the site and show us whatever the issues are, as well as ask them what do you really want,” she said.
“This e-government project has been going on for quite a while and we did do a survey many years ago and asked the persons what they were interested in.
“We plan to go back again because times have changed and ask, what do you need, what do you want, how can we help you?”
Roach said all the major potential customer groups for the e-service, including those in the Family Islands, would be targeted for the focus groups.
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Autor(en)/Author(s): Stewart Miller
Quelle/Source: The Nassau Guardian, 30.07.2011
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