SSP Diaries | My 2023 TAJ experience

I ARRIVED at the Tax Administration Jamaica’s (TAJ) office at 8.15 a.m. and was greeted with a long line stretching out to the road in the blazing morning sun. On approaching the line, a voice called out to me, “This way sir,” and proceeded to give me a ticket. I was momentarily confused but I was not given a chance to display any such behaviour as the same voice from the kiosk said, “Please pass the line and take a seat under the tent.”

Needless to say, I was a happy trooper at that time as I was horrified at the thought of having to join the line and stand in the baking sun for hours. Based on my estimation, there were some 200 or more people seeking a service at that time, some I later learned had been there from 6 a.m. You see, I am a very, very senior, senior citizen!

Promptly at 8.35 a.m., five minutes after the prescribed opening time, a TAJ official came by the tent, collected our tickets and started ushering us into the building with directions to go to the window inside and get yet another ticket! The mind was now racing, another ticket, more time to be spent waiting for a service? Alas, once at the window and you explained what you wanted done, the ticket guided the rest of your experience as it filtered people to the relevant cashiers or other agents of the state, through a visually automated system. Here you waited in comfortable seating in an air-conditioned environment, watched the screen and when your number is ‘called’ you proceed to the cashier indicated. Wonderfully efficient and a far cry from the congested ‘hall’ that I had experienced over the last two or three decades.

This was a welcomed change, vast improvements not only realised but also practised and displayed. The TAJ is complemented on the new system presented. It works well for the young and old alike and it seriously reduces the amount of time citizens spend trying to pay their taxes.

In all such occurrences, however, there is room for improvement. It is clear from our observations on the outside that the staff arrived at work on time. Once on the inside, however, the expectation was that one would be greeted with a smoothly greased mechanism which would see cashiers at their stations, ready to go and with all stations occupied. Instead, there were some loitering in the background and staff on cell phones or appearing to be recounting the last night’s activities at the expense of their clients’ valuable time.

There appeared to be no supervisors that saw something wrong with the ‘picture’ presented, or perhaps they themselves were party to the negative behavioural display. The observation translates into poor work ethics and principles. Such displays should not be seen by the public and it detracts from what was probably the most pleasant experience I have ever had at a TAJ facility.

Incidentally, the distance from the main parking lot does pose a problem for some senior citizens, perhaps consideration could be given to the area adjacent to the senior citizens tent being used as a parking facility for us seniors.

I hope that this is taken in the light it is meant and in doing so we, the public, can look forward to an even better service in the future.

Finally, having been so amazed at the transformation witnessed at the Constant Spring Road office, I failed to check the time until I had arrived back at my car in the parking lot. It was 9.15 a.m. on the dot. I had arrived, gone through the procedures, been provided with the service desired and was out in one hour! In my history of going to a TAJ facility, this has never happened before! TAJ, if this experience is also evident throughout your establishment, you are on the right track, let there be no turning back.

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