To enhance efficiency, ensure consistency, and improve the overall experience for travellers, the Department of Immigration is taking steps to enhance communication and customer service skills among its officials. This was highlighted during their annual conference, which concluded yesterday in Phuentshogling.
The home minister who attended the last day of the three-day conference yesterday, acknowledged the vital roles the immigration officers play as the first point of contact for foreigners. The minister also assured training support for immigration officials. According to immigration officials, they handle interactions with foreigners daily and must do so with professionalism.
“Good customer service is essential when it comes to our profession. When people come to our country, we are the ones who deal with them first, so it is important to create a good impression on them,” said Jigme Tenzin, the Regional Director of Regional Immigration, Phuentshogling.
He also said that they are planning to standardise service delivery at all entry points.
“If a service is available at one entry point, it should be accessible at all points. Likewise, other services should also be uniform across all entry points. We are also focusing on advocacy in the 13th FYP, as many people are unaware of the rules and regulations when fines are imposed.”
Along with immigration officials from Phuentshogling, representatives from Paro, Thimphu, Gelephu, and Samdrup Jongkhar also attended the conference. Some shared challenges, such as the lack of space to construct pedestrian terminals similar to one in Phuentshogling. Officials discussed their plans to address these issues, including new initiatives moving forward.
Kinley Dem, Phuentshogling
Edited by Kipchu
