Nuku’alofa — Early signs of progress are emerging at the Ministry of Lands, with its newly launched call centre already delivering faster responses and improved public service.
Lands Minister Taniela Fusimālohi says the system is working well, with early results emerging just two weeks after its launch, marking a positive step as the Ministry seeks to rebuild public trust following years of criticism and a backlog estimated at around 7,000 cases.
In the first eight working days alone, the call centre received more than 200 inquiries from the public via phone and email, the Minister said, with over 80 already processed — an early indication that the new approach is beginning to ease pressure on the system.
He said that with the centre now in operation, members of the public are no longer required to visit the Ministry’s counter for routine inquiries, with all requests now channelled through the call centre to allow staff more time to access records and provide accurate, consistent responses.
Fusimālohi said the shift is improving efficiency while reducing the risk of favouritism, and lowering “the likelihood of any exchange of money or gifts” linked to public dealings with the Ministry.
The introduction of technology-driven systems is seen as key to clearing the backlog and restoring confidence in its services, he said.
Face-to-face meetings will still be arranged when necessary, with appointments made for clients to meet relevant divisions, the Chief Executive Officer, or the Minister.
However, the Ministry is urging the public to avoid visiting the office simply to check the status of applications, advising instead that the call centre provides a quicker and more cost-effective option.
Callers are encouraged to have their phone number and email details ready to help staff respond promptly.
Officials say while challenges remain, the early performance of the call centre shows that reforms are starting to take hold — offering a glimpse of a more efficient and accountable Lands Ministry.
