The State Revenue Committee (SRC) is set to enhance the feedback mechanism for customs services by introducing QR codes at all customs posts and customs clearance centers. These QR codes will serve as a "red button," enabling citizens and business representatives to submit complaints directly to the chair of the committee. The SRC believes this initiative will provide the fastest feedback channel, particularly when businesses encounter challenges during customs procedures or when unethical behavior by customs officials needs to be reported.
According to the SRC, filing a complaint will only take a few minutes using a straightforward application form, which allows users to remain anonymous if they prefer. The main goal of the "red button" is to address issues in the customs clearance process swiftly. The committee has assured that necessary measures will be taken in response to each complaint lodged through this new system.
This initiative is part of a broader strategy aimed at improving the quality of public services within the customs sector. The SRC stated that the system is designed not just for complaints but also for identifying specific cases that can help illuminate the actual conditions businesses face at customs. The SRC is encouraging all citizens and businesses experiencing issues during customs procedures to actively utilize this new tool, emphasizing that only constructive feedback can lead to changes in existing practices and enhance trust between businesses and customs authorities.
Meanwhile, Bexley Council has also launched its 2025 Customer Experience Survey, inviting users of its services to share their feedback. This survey follows the introduction of Bexley's Customer Experience Strategy in May 2024, which made three key promises to its customers: to provide clear information about services and access, to be transparent regarding available services and costs, and to guide individuals to suitable support if the council cannot assist.
Last year's borough-wide consultation received over 630 responses from residents, businesses, and staff, highlighting the community's engagement in shaping local services. Councillor David Leaf, the deputy leader of the council and cabinet member for resources, emphasized the council's commitment to placing Bexley's residents, businesses, and communities at the core of its operations. He stated, "We are committed to putting Bexley's residents, businesses, and communities at the heart of everything we do. Our customer experience strategy was developed by engaging with those who use our services, and we want to continue listening and learning so we can make Bexley even better."
The 2025 survey is designed to help the council monitor its progress against the commitments outlined in the Customer Experience Strategy and to inform future improvements to local services. It will remain open until June 12, 2025, providing ample opportunity for feedback.
For those needing assistance in completing the survey, printed copies will be made available at local libraries, and alternative formats can be provided upon request. Councillor Leaf further noted, "With new technologies coming forward, including greater use of digital and AI communications, we want to make sure our approach is modern, effective, and ensures that everyone, regardless of their circumstances and needs, can access our services and have a good experience when contacting the council."
Both the SRC's and Bexley Council's initiatives reflect a growing trend among public institutions to prioritize citizen engagement and responsiveness. By implementing tools that facilitate direct feedback, these organizations aim to foster a culture of transparency and accountability, ultimately enhancing the overall experience for users of public services.
As these initiatives unfold, it will be interesting to observe how the incorporation of technology and feedback mechanisms influences the relationship between citizens and public institutions. The SRC's QR code system and Bexley's Customer Experience Survey represent significant steps toward modernizing public service interactions, potentially leading to more effective governance and improved service delivery.
