“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?” – Founder/ Chief Executive Officer of CX Journey Inc., Annette Franz. Undoubtedly, this reality fueled discussions at SLASPA’s Stakeholder focus group held on September 9, 2019.
The activity which was spearheaded by the Business Development and Corporate Communications Department formed part of the Authority’s efforts to improve the efficiency of the cargo handling process from deck to delivery. These efforts made by SLASPA coincides with the recommendations of the Trade Facilitation Agreement that endeavours to boost global trade by expediting the movement, release and clearance of goods, including goods intransit.
Earlier this year,
SLASPA commenced a series of studies and infrastructural rehabilitation towards business process reengineering. According to Research and Statistics Officer at SLASPA, Lennon Prospere; “feedback from our stakeholders is vital, this personnel are essential to the cargo process as recipients of the service. The research strategies implemented will map the way forward to meeting the stated objectives for the rehabilitation of the cargo process."
The Focus group saw active participation from 12 stakeholders representing vital agencies such as; the Customs and Excise Department, the Trucking Association, Shipping Agencies, Brokerage Companies, Non-Vessel Operating Common Carriers and representatives of SLASPA’s Operations and Shipping Department.