Renewing their passports and driver’s licences are two exercises that Guyanese probably look forward to with as much anticipation as their next scheduled dental appointment. Squandering valuable time whilst waiting in line to be served is par for the course on these occasions, and one is normally advised to take a book, or purchase two or more of our daily newspapers to while away the hours.
Those persons utilising the Georgetown offices of the two Government Departments responsible for the renewal of these documents will quickly discover that although being located a half-mile apart on the same thoroughfare, there is a sharp contrast in the manner as to how they conduct business.
At the Guyana Revenue Authority (GRA) Head Office on Camp Street, where driver’s licences are currently renewed (while the Licence Office is being rebuilt at its original location on Smyth Street) one needs the benefit of a good night’s sleep and the patience of Job to complete the undertaking of licence renewal. Upon arrival at the tightly secured entrance one is required to pass through the body scanner, followed by the swipes of a hand scanner around one’s torso, arms and legs, whilst one’s briefcase, handbag or knapsack is examined by security personnel.
Following a query with another security guard (they are omnipresent at this facility), one is pointed to a tent, just outside the entrance of the building. Under the tent there are several rows of temporary seating, and upon enquiry to no one in particular, licence renewal candidates are advised as to who is the last person in the (seated) line and duly take the next open seat. Under the close watch of another guard, one is quickly reverted to kindergarten days as a game of linear musical chairs commences. At inconsistent periodic intervals, another guard appears and appropriates the first three persons in the line, who are then ushered into the confines of the building.
As this cycle repeats itself, one’s reading is interrupted by the guard who orders everyone to shift positions, thus ensuring that the line continues to snake its way in the correct sequence. Depending on the number of persons in the line, time passed (or wasted, depending one’s opinion of this grind) or spent reading will vary, but it is suggested that one should allocate at least 30 to 40 minutes for this step. This process continues until one receives the command to follow the guard into the building where one is then ushered into an office on the ground floor for another round of linear musical chairs as one awaits to be attended to by three clerks, one of whom is designated to give priority to senior citizens. As expected, the line is under the stern supervision of the guard.
The proficient clerks quickly execute their duty of examining documents – current or expired licence and national ID card, garnering required information, and capturing the person’s photograph and signature. In contrast to the initial period of waiting the execution of this part of the exercise seems to take place at the speed of light. One is then provided with a bar-coded slip and advised to proceed to the cashier to pay the renewal fees. In the main area of the ground floor the ubiquitous guard then provides guidance as to the appropriate line one should join. Failure to do so could lead further time squandering as there are several long lines winding their way to a slew of cashiers. From here on, the waiting begins to take its toll, as one is standing all the time.
After payment of the fees one is then advised to join yet another line to collect one’s new licence. By this stage, one has abandoned checking the time, having succumbed to the reality of getting any other chores done during that half day is futile. Upon presenting the receipt at the Licence Dispatch window one is further advised to wait for a short period whilst the new licence is procured.
One should set aside two and a half to three hours for this time-consuming expedition. Perhaps we should be grateful that the renewal process is now every five years and no longer an annual affair as in days of old when the driver’s licence consisted of ‘little red books’ and the renewals were handwritten. On the positive side, the current digitised driver’s licences issued in the format of hard plastic cards meet with international standards.
Although the Central Immigration and Passport Office is located a mere brisk six/eight minutes-walk north of the GRA Offices on Camp Road for all intents and purposes it could be in another country. On approaching the building one observes quite a few people milling around inside and outside the premises and one is immediately resigned to the fact that this will be another exercise in time wasting.
Upon entering one is pleasantly surprised to be approached by a sharply groomed and neatly attired uniformed officer who very politely enquires of the purpose of the visit. Upon being informed that it is for a renewal, the officer quickly reviews the application and quietly points out any omissions and then advises one where to sit. This is not an aberration but rather a reflection of the high standards of performance executed by the department. All officers, both men and women are immaculately dressed and execute the same high standard of courtesy coupled with a high degree of patience to all and sundry, especially the senior citizens.
The immigration officers speedily perform all their requisite duties with efficiency and pride so that in less than half an hour, the applicant has a printed slip and is informed of the time and date to return and uplift the new passport. The performance of the department is not just limited to delivery of passport services but extends to a proficiency observed at the airports.
How can one government department execute such high standards of performance while another, offering a similar kind of service, is so lacking? Why don’t all government departments perform at such a level? What is the key reason that one department displays this level of pride and discipline in delivering a public service? The answers to these questions, if they can be successfully implemented, would go a long way to improving public service. Kudos to the Chief Immigration Officer under whose command this department falls for setting the high standard.
