Dear Editor,

The Passport, Immigration and Citizenship Agency (PICA) has noted with interest the article entitled ‘Disgrace’ published by the Jamaica Observer on August 16, 2022 in which Public Defender Herbert McKenzie singled out PICA as one of three State entities offering substandard service to the public.

PICA is disappointed by the statement from the public defender as the agency has, over the years, worked assiduously to improve its customer service delivery.

Over the past five years PICA has made significant investments to improve the overall experience for its customers. Some of the initiatives that the agency has implemented during this period are:

• Relocation of the Montego Bay and Mandeville offices to make them more centrally located. Improvements were also made to the facilities to make them safe and comfortable for both customers and staff

• Launching an online appointment system, which enables customers to use any Internet-enabled computer or mobile device to make an appointment to come in and conduct business at their convenience

• Launching the Online Adult Passport Renewal System, which enables customers to use any computer or mobile device to renew any adult passport issued after September 2001. Use of the Online Adult Passport Renewal Portal eliminates the need for customers to visit the office because the printed passports are mailed back to the customer safely using a partner courier service

• Implementing a drop-box service for customers who would like the option of depositing their applications in the office for processing. They then have the option of returning to collect their document or having it mailed or couriered to them

• Implementing local and international community outreach activities. PICA has implemented a robust community intervention programme. The purpose of this programme is to improve service to Jamaicans in rural communities and the Diaspora who wish to access our services. Through community mobile facilities, PICA has served countless Jamaicans in rural communities and, through the Access Jamaica programme, over 2,000 Jamaicans in North America.

Though the agency offers several options for expedited services, this must be balanced against ensuring the authenticity of the documents received to support application for the product or service. The veracity of every document issued by the agency must be maintained and must meet international standards in order to ensure acceptance worldwide. A balance must always be maintained between securing our nation and the identity of Jamaicans, while providing excellent service to Jamaicans both locally and in the Diaspora. This has led to PICA attaining ISO 9001:2015 certification.

PICA remains committed to providing the best possible customer service to the Jamaican people. As such, PICA endeavours to maintain a world-class standard to ensure the protection of the identity of citizens and the nation’s borders.

Andrew Wynter

Chief executive officer

Passport Immigration and Citizenship Agency