May 27, 2023

Cayman Islands’ Department of Immigration strengthens customer service

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Credit_Cards_editThe Immigration Department continues with efforts to improve customer service to members of the public at its main office on Elgin Avenue, George Town.

In a bid to reduce waiting times and enhance customers’ experience, several new measures have been implemented.

Included in these service offerings is online access to view waiting times for services at the front counter. For example, customers can log onto and click on the button “Immigration Online” to sign up and check the anticipated waiting time for a particular service at the public counter.

While visiting the office, customers can also now enjoy free wifi internet as they wait for assistance at the counter.

“We are cognizant that, at times, waiting can be lengthy, so the wifi access has been provided to customers for their personal use and has been a great success,” said Deputy Chief Immigration Officer Samantha Bennett.

The department has also introduced additional payment options which now allow customers to conduct transactions with debit and credit cards in addition to the previous methods of cash and cheque.

Additionally, English Language tests for work permit applications can now be booked by telephone and email, eliminating the need to visit the office in person to schedule such an appointment. This can be arranged through the Immigration Call Centre on (345) 949-8344 or on [email protected]

Immigration is also reminding the public that the office has extended opening hours on Wednesday evenings, from 4pm to 7pm.

“We are extremely pleased to offer a few customer service enhancements to the public,” said Ms Bennett. ”We are currently working on additional areas where we can make the customer service experience a pleasant and efficient one, and we will strive to make additional improvements in early 2016.”

Acting Chief Immigration Officer Bruce Smith commented that the initiatives would bring greater value to the customer experience and a move in the direction of positive change generally.

From a staffing development perspective, increased numbers of staff from various sections of the department have been introduced to, and are actively participating in, internal cross-training.

“The aim of widening this initiative is to foster a culture of flexibility and personal development, enabling staff to respond to fluctuating workflows and the seamless delivery of service to customers, even in times of staff capacity shortfalls,” Mr Smith remarked.

Photo caption:

Immigration Department staff member Antonette Dixon conducts the first credit card transaction.

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