Good Day

Following my visit to the Warrens BRA Payment Centre yesterday Oct 16th for payment of Land Tax bills I noted the following inefficiencies that can be easily fixed to some degree:

1. Several persons waited in the line for 45mins only to be told, when reaching the cashier, that their particular vehicle related transaction could not be accommodated at that time due to a specific cashier being out to lunch.  I have 2 suggestions:
   • Each centre should have a host/hostess (not a security guard ... that's not his/her function) that is capable of enquiring as to the nature of the customer's business, guide them accordingly and answer any queries. Benefits would include faster transactions times as cashiers would not now be delayed answering unnecessary queries, enhanced customer service experience/image, reduced stress for the customers and employees (cashiers were being "cussed out" for matters related to poor supervision / management).
   • If it is true that only certain stations can handle certain transactions then have some proper signage installed (digital or changeable slotted sign) indicating the type of transaction available at each station.  It was only after an outburst from 3 customers that a lady (supervisor?) appeared with a printed piece of paper indicating "Land Tax Only" for one particular cashier.
2. Wait times were too long; there should be at least 2 present at all times during busy periods.  Upon entering at 1:15pm there was only 1 cashier working and the line was to the door.  I would hope that management routinely assesses the high traffic flow times and makes provisions accordingly.  It was in that lunch time window where many persons would have stepped away from work to do their business.  Additionally, it was the week before the Land Tax discount date.  By the time I was 3rd in line at approx 2:00pm there were 3 cashiers.
3. Several customers audibly lamented at the fact that these transactions could not ,in this day and age, be (a) paid online and (b) in some instances paid via credit card.  The BRA processes so many payments that the government should have leverage with the banks in negotiating a very low credit card transaction fee %.  Based on what I am hearing I am actually hopeful that this aspect may change soon.

Sincere Regards

Robin Harrison