I highly recommend that the Belmopan City Council do a SWOT (strengths, weaknesses, opportunities and threats) analysis of their traffic department, with a focus on increasing efficiency and effectiveness.
They should also consider improving their image. The personnel they have that are the first contact for customers, are not trained in public relations, when a security guard does not know that saying good day to a customer walking into the building and a cashier that does not lift her head to greet you, their is lack of public relations training.
The security guard doesn’t need lots of training for this. He just needs to be told to smile and greet people. As for the cashier, I have observed that she is overwhelmed with paperwork. There seems to be a lack of an efficient method for her to deal with the work load she has, and when the office gets filled with customers, she spends more than 50% of her time out of her office, than actually attending to customers.
A quick analysis of why this is, the Council can come up with a more efficient and effective system in a very short space of time. Improving their website where people can make payment for their drivers, vehicle license, for example, would increase efficiency, since all a customer would need to visit the brick and mortar traffic office for is to pick up their item and leave.
In conclusion, I know how cash strapped the Belmopan City Council is, increasing efficiency and effectiveness in all departments may increase cash flow without having to implement austerity measures. Give customers the satisfaction of seeing/getting value for dollar, and you will have happy customers, happy customers tend to spend more money.
Charles Leslie Jr. is the Chairman of the Belize Unity Alliance and the former independent Chairman of Placencia Village (2010 – 2013). He holds an Associates degree in business, accounting and economics and has over 20 years business experience.
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