In the wake of recent customer complaints, telecommunications giant Flow has been called upon to raise its level of service.
The call came from Senator Darcy Boyce, the minister with responsibility for telecommunications in the Office of the Prime Minister, during last night’s C&W Business launch at which he drew a link between service excellence and higher national productivity.
“By productivity, we mean doing the same with less resource and so at lower cost, or doing more with the same resource and so at the same cost. Doing more may in many cases translate into providing faster and better service and so exceeding expectation; and doing the same may well mean providing the service that has been promised and that is expected. In a service economy such as Barbados is, these may be the concepts of productivity that most concern us,” explained Boyce.
He also said that achieving the level of productivity needed in the local economy would depend “substantially” on the use of information and communication technologies (ICT).
“Continuing the growth in productivity will mean continuing to upgrade the information technology, the communications technology which is used by the information technology to deliver the results and continuing to upgrade the databases to be used to help Government and business to improve their performances,” he noted, though acknowledging that the use of ICT was not the only way to improve productivity.
The Government Senator however cautioned officials of the telecommunications company that as they became more aggressive in providing ICT services to businesses and Government that they must remain conscious of the some of the “key requirements”.
“Some of these are very high quality of a modern telecommunications backbone; excellent service provided to all categories of customer; fast, high quality, consistent and affordable broadband, including mobile broadband; a high level of cyber security; a regional operating space to facilitate persons doing business across the Caribbean region; and excellent connectivity to other telecommunication systems in all other parts of the world,” he said.
“At this time, a special condition for success in branding for Cable & Wireless Business must be the successful, quick and trouble-free migration of platforms as a result of the merger between LIME and FLOW,” added Boyce.
He insisted that Barbadians wanted a telecommunication company that was “the most modern infrastructure that the merged entity of LIME and FLOW can provide”.
“What I do not want is a retrograde step in the modernity of our telecommunications backbone. We want a telecommunications backbone that is also fast, reliable, and secure. These are absolutely critical attributes for our telecommunications, since no information technology system can realize its maximum results if it has to sit on a telecommunications infrastructure that is slow, unreliable and insecure,” said Boyce.
He warned that if the telecommunications infrastructure was slow, unreliable and insecure, then users would be faced with “a great deal” of uncertainty and fear, along with exasperation in waiting on the infrastructure to respond.
And he said while he did not expect perfection, Boyce said telecommunications provider must also provide excellent service to all its customers along with prompt, efficient and effective service whenever problems developed in the system. (MM)