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EXCLUSIVE: CIO Ag. Ian B. Penn to reform Imm. Dept.

-identifies poor customer service as one of the sticking points; hopes to make the Department friendlier
New acting Chief Immigration Officer Ian B. Penn aims to reform the Immigration Department. Photo: VINO
Penn wants customers to feel confident in approaching Immigration Officers with their issues. Photo: BVIAA
Penn wants customers to feel confident in approaching Immigration Officers with their issues. Photo: BVIAA
The new acting CIO acknowledges the importance of the Immigration Department to the Tourism sector hence the need for reforms. Photo: Internet source
The new acting CIO acknowledges the importance of the Immigration Department to the Tourism sector hence the need for reforms. Photo: Internet source
ROAD TOWN, Tortola, VI – In his efforts to reform the Immigration Department, new acting Chief Immigration Officer (CIO) Mr Ian B. Penn said that it is vital that the Department becomes a place people would not shy away from and that his Officers make a good first impression on customers, given the important role it plays in tourism.

Speaking to Virgin Islands News Online in an exclusive interview yesterday December 17, 2014, Penn, who moved up to the position of acting Chief Immigration Officer from the post of Deputy Chief Immigration Officer with effect from November 1, 2014, said that he intends to make changes to ensure that his officers treat customers better.

“Coming into this new position I would like to say first of all that every manager as they proceed into a new role they would bring change to the organization and in bringing change my perception is that I have to take a holistic look at the organization [and] see where we are going wrong,” he said.

“Although I had some time as Deputy Chief Immigration Officer at the time and from that position I also had some ideas about what could be done different,” he said.

Support of staff is key

“But now that I am in this position my perception in running an organization like this is to look at the organization and see what is needed, make a list of all the issues. However you just can’t go after the issues forcefully just like that and hope that would be the remedy,” Penn said. “First of all you have to make sure that your support staff and your officers are on board with you. You have to make sure everyone is on the same page. Once you achieve that then you can go look at the issues and start dealing with them one by one,” he said.

“In my leadership of this Department I want this Department to be the friendliest one in Government, not one where persons have to shy away from,” he said. “When that is done you will have more people with whatever problems they have coming to the Department and letting Officers know that they have this problem,” he said. He added that when persons do not want to come in and discuss their immigration issues because of being fearful of Immigration Officers then their issues do not get resolved and they make things worse for themselves.

“And even if a decision is made that this person has to leave the Territory for whatever reason, at least they would have felt good knowing that they have come to the Department and they have been dealt with professionally, rather than being afraid to approach the Department because they know that this or that Officer will talk down to them,” he said.

Emphasizing the importance of having a team of supporting staff and officers, Penn said, “I wouldn’t sit here and tell you that I alone will try to reform the Immigration Department on my own…I must involve the staff.”

He said that without the backing of the staff he may not be able to achieve what he has set out to achieve now that he is acting CIO. “It is not a one man show.”

Not approachable

Penn said that the Immigration Department has been in the forefront of the public for some time and not in a positive light because of how the Department is viewed by the public. “The public sometimes views the Department as a Department that is not approachable because of the seriousness of what is being dealt with, the nature of what is being dealt with and more so the officers’ behaviour and attitude,” he said.

“So the whole attitude of the Department has to be addressed. It must be more customer-friendly where persons will feel comfortable in approaching the Immigration Department and approaching any Immigration Officer in trying to get assistance for whatever their needs are,” he said.

No smiling for smiling’s sake

Penn said that he believes that Immigration Officers should put on a good face when approached by customers. However he explained that he did not mean that they should just smile for smiling’s sake, since he understands that people are different and have different personalities.

“How I look at it is if a customer comes to an Immigration Officer and that Officer helps that customer along their way in whatever it is they are doing, that in itself should make the Officer feel good. So whether it puts a smile on their face or makes them feel good, it should come out as something good that they have done for the customer and the customer should see that the Officer feels good about himself for helping them to get from point A to point B,” said Penn. “I don’t want Officers to have a smiley face because I say they should have a smiley face,” he said.

He explained that though an Officer might not be actually smiling, he or she can still come across as happy and helpful.

“The customer could hear the tone of your voice and see that you are very helpful. So even if the Officer doesn’t smile it doesn’t mean that he or she has not done their jobs properly,” he said.

“If he puts up a mean face for no reason or talks down to the customer then that’s a problem,” he added. He said that there may be Officers that persons might be afraid to approach because of that Officer’s demeanor.

The Department’s role in tourism

Penn called the Immigration Department the ‘mirror’ to the Territory since that is where people would come in and have their first contact when they land.

“We are now living in the technological age where if there are complaints at the ports of entry from visitors, you know that these complaints could go on the internet, you know that these complaints could have devastating effect on our tourism industry,” he said.

“The Immigration Department plays a vital role in making sure that the tourism industry in the Territory stays vibrant and we have that role to play. We have to welcome our visitors pleasantly. When visitors come to our shores we are the first persons they meet and you know as they say your first impression is the lasting impression, so we have to make sure that the first impression that we give them is a good impression of the Territory. Then you will have repeat visitors to the Territory and those visitors will then tell others of the good experience they had with Immigration,” said Penn.

28 Responses to “EXCLUSIVE: CIO Ag. Ian B. Penn to reform Imm. Dept.”

  • cay (18/12/2014, 08:54) Like (13) Dislike (2) Reply
    Wow until penn and smith cant get him to do something outside of the rules
    • Come on (18/12/2014, 11:01) Like (13) Dislike (2) Reply
      Be fair! Immigration will always be a hot button political issue. It's not always what you do, but sometimes how you do. It's a job that requires discretion and reasonable approach, not a hard lined stubborn approach. Penn is on the right track, getting staff involved and realizing Immigration should not be looked at as an evil department simply because sometimes they may have to send people home, deny entry etc. When a job grants a discretionary approach there's nothing such as 'outside the rules'. If you are hinting that our Premier and PS would ask a head of department to do something outright illegal then I would not agree with that.
    • staff (18/12/2014, 11:16) Like (15) Dislike (0) Reply
      Hope they ps and Minister do not treat him like they did hill
  • wize up (18/12/2014, 09:32) Like (18) Dislike (3) Reply
    immigrartion/labour reform is a must; to many persons over-statying in BVI and far to many persons on permits doing 2 & 3 jobs....
  • mildred (18/12/2014, 10:30) Like (12) Dislike (11) Reply
    but he dont smile either and he is not approachable so when he find that out .
    • Observer (18/12/2014, 18:29) Like (2) Dislike (0) Reply
      you talking garbage.
    • Jacperlance (18/12/2014, 18:49) Like (4) Dislike (1) Reply
      @ Mildred. Surely you don't know Ian. As he said it's not smile for smiling sake. Get to know people before you talk about them
  • cay (18/12/2014, 10:40) Like (3) Dislike (12) Reply
    Why the hell we got to smile?
  • @Mildred (18/12/2014, 11:17) Like (9) Dislike (1) Reply
    Why do people let looks fool them? Mildred he is very friendly and approachable don't let the look on his face fool you.
  • VI man (18/12/2014, 11:17) Like (10) Dislike (1) Reply
    Mr penn is the right man for the job we the people support the reform
  • WAf (18/12/2014, 11:19) Like (4) Dislike (1) Reply
    As for that Heifer there she is a PIG.
  • Serious (18/12/2014, 13:09) Like (2) Dislike (1) Reply
    Make shure that visitors are not rude and disrespectful. Even some of our locals needs to be more respectful when they go to other places they have to respect Imigration and custom officers.
  • qc (18/12/2014, 13:16) Like (3) Dislike (1) Reply
    Where is guy hill?
  • Strupesman (18/12/2014, 13:40) Like (1) Dislike (0) Reply
    Now people have to make appointment wait on he secretary to call yuh. Let we see the reform cause a still waiting in a lil call.
  • shock (18/12/2014, 14:18) Like (9) Dislike (0) Reply
    Why did the NDP get rid of Hill? Is it that they cannot deal with honest people? They must stop victimizing our people.
  • larrdo (18/12/2014, 14:41) Like (8) Dislike (0) Reply
    glad to hear you trying to turn things around mr. Penn starting with that office on this pics she is rude and very hoggish even locals suffer by here hands just because she look as face and think you are not from here but went you hand her your passport boy you does see the shock on her face were locals or not treat every one with respect I say waiting to see what will happen

    • Fairness (18/12/2014, 15:36) Like (3) Dislike (1) Reply
      Mr. Penn is a very professional and hands on man. His strong point is that he listens and he endeavours to find a suitable solution to ones problem. I hope that he gets the change to turn the department around. Already I have seen positive changes since he took office.
      We should not have unpleasant people working with Immigration and customs. They need to find a new job if they are not friendly. On the other hand he has some good Officers who are very plesant to deal with at the front office.
      Good Luck Mr. Penn
  • soooo (18/12/2014, 15:35) Like (1) Dislike (3) Reply
    Mr. Penn, the best Customs officers are twice as bad as the worst Immigration Officers. Customs officers give you a stinking attitude, have a superiority complex and purposely overcharge you on your goods depending on who you are and if they like you. Wade Smith needs to take some lessons from you on reforming Customs.
  • run it red (18/12/2014, 15:57) Like (4) Dislike (0) Reply
    I have faith in mr penn
  • staff (18/12/2014, 18:56) Like (2) Dislike (0) Reply
    Iran has a bright furture.....
  • doc (18/12/2014, 19:00) Like (4) Dislike (0) Reply
    First of all let me congratulate Mr. Ian Penn on his new acting appointment. Having read what you said here I see you are on the right track but I will have to warn you that you have to keep a level head and be firm because your job will not be an easy one. Firstly you must organize customer service workshop with your staff because some of them are like pigs. It is interesting to see whose pic is up and it have one down west from Purcell who used to have her hand in a sling, lord have mercy. All the best of luck Mr. Penn. Maybe you should asked some of the Customs officers to help train some of the Immigration officers in customer service and friendly relations. It's all about doing your job firmly but friendly
  • my two cents (18/12/2014, 23:51) Like (4) Dislike (2) Reply
    he seems like he wants to be the TB Director ..boss an immgration officer got to be serious not smiling up and down the place....
  • tretretrete (19/12/2014, 06:58) Like (1) Dislike (7) Reply
    Mr Penn, my advice to you is try to keep away from the media. What are you trying to prove every minute you in the news talking about your officers attitude. Is this the way you trying to win their hearts, come on man, et your actions speak. you already becoming a yes man.
  • @ hummm (20/12/2014, 19:46) Like (2) Dislike (0) Reply
    Don't mind dem mehson sell your message you got plans for the dept let the public know
    • @ hmmm (21/12/2014, 19:00) Like (0) Dislike (0) Reply
      if them silly politians could hire public relations firms then why the hell civil servants can't do the same and sell their accomplishments eh?


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