Customer Care and Quality of Service
The rapid expansion of SLT's services and the introduction of many new products have led to a radical change in the way we look after our customers.

A major expectation of our customers is to have a fault-free telephone line. Our customer base has now exceeded 700,000 for the first time, and this has required a sophisticated system to respond to faults. Whilst one part of our strategy has been to develop systems where faults do not occur, the other part of our strategy has been to develop a capacity to respond to, and clear faults effectively.

The "121" Faults Reporting Centres which were introduced in 1998, were further strengthened during 2000 and 2001. Today, there is just one number - 121 - that need be contacted, to report a fault. This is a charge free number, and accesses a fully computerised system permitting automated data transfer from the "121" centre to all regional maintenance centres.

Our fault clearance rates islandwide improved from 83% last year to 87% for the year under review. We were also able to reduce fault occurrence rates from 7.9% to 7.3% for the same periods. The regions were provided with adequate resources and new Resource Management systems, which have contributed significantly to a dramatic improvement in their faults clearance ratios.

Customers who need to query their billing have been provided with fast access through the dedicated number "122". 80% of our regional billing centres have been connected to this service, and officials who man the number have been further empowered to resolve problems speedily.

For internet users, dialling "123" puts them in immediate contact with a help desk that looks after their problems.

All these numbers come under the umbrella of our Customer Care programme.

We plan an extension of such services, through the establishment of a call centre.