This government agency in Jamaica enhanced its customer service using technology

News > The Caribbean

By STEM Caribbean | Posted on December 27, 2020

One of the ways companies and organisations across the globe have set out to improve customer service is by incorporating online chat features into their websites. A feature like this could be handy for customers when browsing web pages to find an answer to a question or a solution to a problem. Recently the Registrar General’s Department (RGD) in Jamaica also adapted this feature on its website.  

Chief Executive Officer at the RGD, Charlton McFarlane, indicated to Jamaica Information Service (JIS) News that this update is one of the steps the Department has taken to improve its customer service.   

“Live chats are a tool being used largely across several government and private-sector agencies that are customer service centric, so the RGD launching a chat is the natural evolution in terms of engaging our customers. We already have the phone lines through the call centre at the RGD and we have our social media pages where persons engage us,” Mr. McFarlane said.   

The CEO also pointed out that in recent years up until 2018, the RGD was the most visited website among the Government of Jamaica websites.    

“But when we looked at the data and when we realised that the RGD was the most frequently visited GOJ website, certainly in recent years up to 2018, we noted that it would be the best space where a lot of customers and potential customers will engage the RGD,” Mr. McFarlane stated.   

Once visitors land on the RGD’s website, the chat feature icon pops up on the right bottom corner of the web page, offering the option to “Chat with an agent now.” Once the chat is clicked open, a small window displays a form requesting details such as “name” and a slot for customers to enter their queries.   

According to JIS news, the chat feature, managed by RGD employees, functions Mondays to Fridays between 8:30 a.m. to 3:00 p.m. During hours of operation, the online chat feature indicates “online” and even appears to let customers know approximately how long they have to wait for the next available agent. Outside of those hours, the online chat displays “offline” and provides an option to leave a message that would be addressed “as soon as possible.” Customers can also check the status of their applications.  

With the high traffic that Mr. McFarlane described, this chat feature, launched last Monday, seems opportune for those who prefer conversing online than over a traditional phone call. Check out the chat feature at   

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