Immigration manager granted top employee nod

| 11/07/2018
CNS Local Life

Franz Manderson presents Employee of the Month certificate to Shushan O’Connor

(CNS Local Life): Department of Immigration (DOI) Acting Finance Manager Shushan O’Connor has been named the Cayman Islands Government Employee of the Month for May. She received certificates and a cheque from Acting Governor Franz Manderson and Ministry of Human Resources and Immigration Chief Officer Wesley Howell Friday, 5 July, for “creating an exceptional customer experience”.

Seeing an opportunity to reduce stress and anxiety for customers, O’Connor suggested opening immigration’s main public counter doors at Elgin Avenue early so that people could avoid having to wait outside, stated a press release. The first step of the Early Bird Programme started with just the doors opening an hour early at 7:30am on 14 May.

However, two days later, O’Connor enrolled staff members and managers to service the early-bird customers when she observed that many counter staff were already at work at 7:30am. The change resulted in staff serving approximately 25 clients before 8:30am. As of the end of last month, about 900 customers had taken advantage of the earlier opening, the press release said.

Manderson praised O’Connor and DOI managers for creating an atmosphere where staff are empowered to take ownership and put suggestions forward. “Shushan’s innovative ideas have contributed to an enhanced customer experience which makes us all very proud. Your conduct, performance, strategies and skills are nothing short of exemplary and are deserving of recognition,” he said.

“Your suggestions are helping us achieve the vision of the 5-Year Strategic Plan of making the civil service world class, and they have made the difference in the lives of those we serve.”

Howell congratulated O’Connor for her forward thinking. “Shushan is an amazing employee; she leads not because she has a title. Shushan is able to inspire change in team members because she is customer-focused, committed, respectful, strong and positively influential. It is my pleasure to see her recognised,” he said.

Acting Chief Immigration Officer Bruce Smith also praised O’Connor for working to ensure that the early opening was successful. “I am grateful for Shushan for taking full ownership of the project which has increased customer satisfaction as well as ensuring the staff would have the support they needed to serve their customers effectively. Well done Shushan,” he said.

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Category: Civil Service

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