Minister: Airport Border Control To Improve
Minister of National Security Wayne Perinchief this morning [Aug 13] said that Government is determined to make the airport border control experience first class for all.
Minister Perinchief said, “In February’s Budget Statement this Government promised to provide: “an experience for the arriving passenger that is always cordial, efficient and seamless”. We undertook to achieve this through working with our front-line officers in partnership with private sector stakeholders.
“I am pleased to advise the public that we have begun. Earlier this summer, over several days in May and June we partnered with the Bermuda Employers’ Council to conduct a review and analysis of the border control function at LFW.
“Front-line officers were evaluated for customer service interaction, adherence to landing procedure and general communication with the travelling public. We can improve in this area too.
“Managers have committed to working with officers in need of stronger communication skills and as policy makers, we must be clearer in our directives, aims and objectives.
“The second initiative that is underway is the implementation of the “red/green” channel system for passage through Customs.
“The aim is to provide arriving passengers with an option of using a “nothing to declare” line hastening their passage though the airport and emphasizing the obligation to properly declare goods.
“Plans for necessary renovations to the Customs Arrivals Hall and secondary inspection area are well advanced and we are working towards an operative date of 1st October this year.”
Minister Perinchief’s full statement follows below:
Good morning and thank you for coming. LF Wade International Airport is perhaps the busiest border control point for Bermuda. Every resident, visitor and various service providers use the airport regularly. It is important that the border control experience inspires confidence internationally and is proficient and welcoming for all travellers.
In February’s Budget Statement this Government promised to provide: “an experience for the arriving passenger that is always cordial, efficient and seamless”. We undertook to achieve this through working with our front-line officers in partnership with private sector stakeholders.
I am pleased to advise the public that we have begun. Earlier this summer, over several days in May and June we partnered with the Bermuda Employers’ Council to conduct a review and analysis of the border control function at LFW.
68 officers from Immigration and HM Customs provided valuable input in frank focus groups. In these exchanges we determined those strengths and weaknesses in our operation. A determined focus on stronger and consistent management, leading to a more unified workforce is a key requirement for building on the existing commitment of the officers.
Additionally, front-line officers were evaluated for customer service interaction, adherence to landing procedure and general communication with the travelling public. We can improve in this area too. Managers have committed to working with officers in need of stronger communication skills and as policy makers, we must be clearer in our directives, aims and objectives.
There is room for improvement at all levels and we now have data in support of those areas we must address. In the coming months, evaluations will continue and customer service will be deliberately focused on and improved. The full analysis has been shared with the BPSU representatives from within the Department and together we have agreed to conduct surveys on customer satisfaction to measure our progress. Additionally, we will be using the “secret shopper” model to randomly evaluate just how we’re doing against the standards we set. As the Budget Statement indicated: “the test for Bermuda is to be strong but welcoming”. We intend to meet that goal.
The second initiative that is underway is the implementation of the “red/green” channel system for passage through Customs. The public will recall that this too was promised in February’s Budget Statement. The aim is to provide arriving passengers with an option of using a “nothing to declare” line hastening their passage though the airport and emphasizing the obligation to properly declare goods. This procedure is in place all over the world and as a business and tourism destination anything that improves the visitor experience at the airport must be welcomed.
Plans for necessary renovations to the Customs Arrivals Hall and secondary inspection area are well advanced and we are working towards an operative date of 1st October this year.
These are important promises on which we have delivered. Institutions which so directly impact our lives must continually be improved and this Government is determined to make the airport border control experience first class for all.
Thank you.
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Its about time!!!!
The dtatement that “The procedure is in place all over the world”, does not make it suitable for Bermuda. The US don’t have Red/Green so why will it work here? Unlike many places where it is used, Bermuda relies on duty as a significant part of the government revenue. Will residents who have gone over their $200 allowance be allowed to use green or red? If the answer is red, then only visitors (for the most part) will be able to use green.
So why did I travel home the other day and you had only 2 customs officers on the desk? The other 3 COs came later. Now we are so poor you have only 5 officers on during the summer! I mean correct me if I’m wrong, but is this not the busy season. I travel 2 times a month and the most Cos I have seen are 6. How many desk do you have Minister?
I don’t care anymore the PLP are getting voted out before Jan 2013. Hopefully the OBA will fix all your mistakes.
In your dreams
Arrived last night from the Miami flight. I thought the male immigration officer had some form of PMS. The only smile he gave was when he frted. Really unfriendly.Welcome to Bermuda
Many of the people slamming the attitude of Customs Officers need to take a look in the mirror. Officers are fellow Bermudians – your brothers, sisters, cousins. There are no foreign Customs Officers. The truth is that act just like you!
I ain’t got fux for Customs!!
yeah I don’t have much love for them either….overpaid and under-effective…no need to search my fckin bag if yur dog don’t smell anything supa!
I agree..the customs officials in certain areas are irrevelant and could be replaced by security officers if necessary..The dog does the work!..but customs also want to make money finding whether or not we are trying to bring in more goods than declared..unfortunately we have a penal system.. customs officers act like grumpy old gods with attitudes of police force! we need friendly people to reflect who we are as a people and hopefully we can get back our friendly attitudes with one another first so that this positiveness permeates..get rid of some officers, no other place i have visited greets their people with a search party..most places are looking to assist with transportation and you just come thru customs no problem.we need to also stop searching cabins on ships as they did not book a flight to BDA, its not worth us loosing more of our reputation for tourists who were just passing through..Also their drugs are personal and we seem to not understand our own laws when it comes to giving out fines ect. Our officers are overpaid and always forget they are public servants!
You need to travel more.
I have flown back to Bermuda in the past six months on two occasions and have been very pleased by the representation that customs and immigration had in place. I am not saying this is the same for every person entering Bermuda, however I would rather look on the brighter side of life and like to think improvements are being made.
That is a start, but too many seem to like the Gestapo and Jackboot approach to passengers.
As an expat who frequently flies in and out of Bermuda, I must concur with the quality and cordialness of the officers has improved significantly in the last 6 months.
Yes, Immigration has gotten a lot better recently. The level of petty harassment is down quite a bit. Perhaps that’s because an election is coming up.
Unfortunately it just takes one knuckle-head to ruin it. Apparently if an expat forgets their work permit or puts it in their checked baggage accidentally, there’s a $206 fine demanded to be paid on the spot. I’ve now heard of three people to whom this happened. This is even though all the information is in the computer linked to the passport number and can be easily found with a few clicks. Mr. Minister, are you planning to get rid of this ridiculous fee? It doesn’t matter how much people at the airport smile if you leave ridiculous policies in place.
The work permit is to be carried at all times when traveling…thats just the way it is. Try flying into any country without a passport these days….
These ppl all had their passports. In one case, the guy left the paper in his checked bag, and they still fined him. In another case, the wife was waiting with the paper. Don’t you see why this is just silly? Sure it’s the rule, but why? Let’s change the rule. Fining people on the spot a rather large sum (the amount vs the harm done, relative to other govt fines) for something like this wipes out any airport goodwill among people we want to have on the island.
The reality of it is that every work permit is in a database, and all it should take is the information on a passport to verify that the person holding that passport does have a valid work permit.
I just arrived from overseas today and I travel quite frequently and I must say my experience at that airport over the last few months has been much better. Finally, the customs officers have been taught that its not just what you say but HOW YOU SAY IT. A much better team at the airport now.
Keep the miserable officers for the back office jobs.
I travel frequently and think the service has improved within the last 6 months….. keep it up. You can still do your job with a cordial, professional style….. which has lacked in the past.
I come in monthly on a visiting work permit. Searched every time, yet to find a thing. I laugh, and go through the motions. Although I’ve seen improvement, after I’ve been searched 40-50 times it might be time to rifle through a more likely suspect’s bag. Must be left over suspicion from when the dog hit on beef jerky in my bag years back.
A few writers say the service had improved over the last six months but the Minister says the work was done in June. Somebody is dreamin’!