The Tribune

The Department of Physical Planning has received the lowest rating of all companies and agencies surveyed by a newly-launched Bahamian information services company.

Business BlaqList (b.BL), which is headed by Nicole Burrows, yesterday released its first publication. The reviews and ratings are fair were provided by two b.BL staff editors/ reviewers and 1 b.BL guest reviewer, after testing firsthand the consumer environment in each business/ agency listed. This method was chosen after a month of survey testing, in 4 industries, to 1300 people, returned feedback that revealed that consumers wanted us to go out into the marketplace and bring back the information for them.

According to the businessblaqlist consumer review: “The Department of Physical Planning is obviously a very important place in a developing country. Many important documents must pass through this office, particularly those that legitimise businesses and their approved operations.

“For this reason, it is fair to expect that the Department would be very rigid about their permit requirements and utilise thorough procedures to acquire information before granting approvals. However, this was not our experience. While we are pleased that we did not have to wait long for our permit, we found it a little odd that certain aspects of the process of obtaining a permit were so easy.”

"The review went on to note: “The customer service in this experience was pleasant and fair, but it lacked in attention to details. Everyone was at least minimally courteous, though not necessarily professional.”

"It continued: “Details of what goes on behind the scenes are not necessarily for us or the public to know, but we cannot help but think that there was too much missing in the permit approval process.

“Although it was swift, some important authentication details did not seem to be a significant part of the process. It is unclear if that situation has been changed from something else to what we recently experienced, if we simply lucked out in the process, or if it was really supposed to happen in a different way. Nevertheless, we keep all important documents and back-up notes on file, in case they are needed in the future to substantiate our actions, as should every consumer.”

"The Business BlaqList review said the Department of Physical Planning “could benefit from a technology upgrade, specifically with regard to document structure and workflow procedures”.

"The Department of Physical Planning scored its highest rating of 6.67 out of 10 in the prices category, and its lowest rating of three out of 10 in categories such as presentation, development contribution and modernity.

"The Bahamas Electricity Corporation (BEC) received a 4.40 out of 10 from Business BlaqList. “As BEC’s primary interaction with the public is through receiving customer payments and distributing electricity, we evaluate the company’s customer service occurring mainly at the point of customer bill payment and upon delivery of product (power service) to consumers,” the Business BlaqList review said.

"Customer service at the payments section of BEC’s main office is usually very efficient, with respect to the time taken waiting in line and at the counter, unless delays occur due to increased consumer traffic on government workers’ pay day, end of month or mass disconnection exercises.

“When payment queues are long, there are usually at least two of five cashiers open and engaged, and they process payments fairly swiftly. Cashiers are usually friendly and courteous, and appear to have undergone a reasonable amount of customer service training.”

"The review added: “Customer service via telephone is a bit more of a challenge, as with most government corporations, and getting to speak to someone who can really help you is often a problem.

“You may end up being transferred multiple times, or getting disconnected and having to call again. BEC’s online customer service works fairly well. Signing up for online account maintenance to check and pay your bills works as it should. It is intuitive and uncomplicated, as long as you remember your password and follow instructions on how to use the service.”

However, the Business BlaqList report added: “The quality of electricity, the single product/service sold by BEC, and its transmission and reliability of supply, leaves much to be desired.

“Consumers report frequent outages in many areas of New Providence (and the Family Islands), either multiple times per week or per day. It is revealing of a company that has outstripped its capacity to perform as an efficient provider of energy.”

“With respect to refunds for outages, BEC does not, and has not, routinely offered the consumer any discounts for power losses, but it is something that is very necessary given that consumers have no widely feasible alternative(s) sources of power, are inconsistently, unpredictably and unreliably supplied, and have already paid security deposits which accrue interest on BEC’s own deposit accounts every month.

BEC scored its highest rating of six out of 10 in customer service, and lowest in prices (2.33) and product/service quality (three).

"The National Insurance Board scored a 6.07 out of 10 in the consumer review, scoring highest in development contribution (7.67) and lowest in modernity (5.33) and environmental/social responsibility (five).

"The Dune Restaurant at the One & Only Ocean Club scored highest at 7.1 out of 10, with the high-end restaurant scoring nine in customer service. The Bridge Authority scored 5.93 out of 10 in the consumer review.