Story: George Ernest Asare, Kumasi
The Kumasi Office of the Driver Vehicle Licensing Authority (DVLA) has undergone tremendous transformation.
It has also instituted measures to provide efficient service to its clients.
Since April this year, the staff of the DVLA have been reporting daily to work by 7: 45 a.m. to organise themselves in order to meet the expectations of their numerous clients .
The management has also designated the various offices such as the registration of vehicles, transfers, and licences to reduce the time clients use in accessing such vital services.
To ensure that clients move around the premises of the DVLA without any hindrance, the authority has established a customer service point at The Trust Bank where all enquiries about their operations are answered.
The Trust Bank also serves as a sales point where clients pay all monies related to the services provided.
The payment of all monies through the bank has curbed perceived corruption, which was the subject of complaints by clients a few years ago.
Commenting on the massive transformation at the DVLA and the positive impact it was making, the Regional Licensing Officer, Mr Noah Tetteh Matey, said the punctuality of staff to work was to enable them to organise themselves before they started work at 8 a.m.
" I met my staff and together we came to an agreement that we have to start work by 8 a.m. to enable clients who are workers be served promptly for them to be at their workplaces on schedule. Before then, the reporting time was 8a.m. and we started work at 8;30 a.m., but I realised that we were unable to organise ourselves properly before attending to our clients, which militated against our output," he said.
The Regional Licensing Officer noted that the prompt attention given to clients had built much confidence and trust.
Mr Matey said to sustain the culture of punctuality all the time, the staff met on a regular basis to review their strengths and weaknesses and how to improve upon their services to enhance efficiency.
He said apart from being punctual at work , " we have also split the various units into the Road Worthy Certificate Office, Transfers of Vehicles and the Registration of Vehicles to enable businesses of the day to flow smoothly and continuously".
" This regulation has reduced congestion and time spent doing business at our offices considerably. The issue of establishing the client service point has also helped to provide the needed direction to our clients to enable them to do business without any hindrance," he explained further.
Mr Matey said the invasion of the DVLA premises by 'goro boy impostors' who collected monies from clients and issued them with fake driving licences and roadworthy certificates was their main headache.
" Our main headache is the 'goro boys who have been duping unsuspecting clients and issuing fake documents to them. We have been addressing this issue by issuing each staff with an identity card for easy identification by clients.
We have also put notices at the premises, advising clients to do business with only the DVLA staff.
We have also been explaining our work schedule and how clients should do business with the DVLA , but we always have reported cases of 'goro' boys undermining our operations through the issuing of fake documents".
The Regional Licensing Officer said the police had also been of tremendous help by swooping on the recalcitrant 'goro' boys occasionally.
While some of the cases are pending in court, other culprits have been convicted and fined various sums of money as a way of deterring potential deviants.
He, therefore, appealed to the public to refrain from doing business with people who had no special identity to reduce the incidence of fake documents.
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