API System Improves Customer Service in Jamaica

The Jamaican Passport Immigration and Citizenship Agency (PICA) has announced the implementation of technology and improvements to facilities and services for customers has earned them entry to a shortlist for awards in this year’s Public Sector Customer Service Competition.

Part of the improvement program involved an introduction of Advance Passenger Information, which has greatly increased the efficiency of passenger processing in the country’s airports environments. According to Ms Lesline Chisholm, customer service director at PICA, the APIS upgrade has expedited passenger processing to the tune of an additional 200 per hour at Kingston’s Norman Manley International Airport, with Donald Sangster International Airport in Montego Bay increasing their rate by 400 more passengers per hour.

In addition, the installation of self-service kiosks has reduced the burden on personnel, leaving better resources to assist those passengers with special needs.