Making the switch
Once we had moved to home working, we swiftly adapted to our new online environment and rolled out an extensive webinar programme of live and pre-recorded material. From not having used this communications channel previously, between April and December we hosted in excess of 15 webinars. These spanned technical regulatory sessions, updates on the findings of our virtual examinations, training on our new customer account platforms, and a tailored series of sector-specific webinars focusing on the outcomes of Jersey’s first National Risk Assessment for Money Laundering.
Our first foray into live webinars – Working in the pandemic with our Director General - attracted more than 500 viewers, and a further 700 have subsequently watched the recording. An initial session on customer due diligence was viewed more than 1,800 times and, due to Industry demand, we have since hosted a second webinar in early 2021. Our NRA series has been viewed live or on demand more than 2,000 times. These are just three examples of the far greater audience numbers we have achieved compared to our in-person events. Webinars are now a firm fixture in our engagement.
As well as our own online events, JFSC staff also took part in a number of speaking engagements organised by Jersey Finance, local trade bodies and associations, and international groups, including the Toronto Centre.
Over the course of the year, we more than doubled our communications output on our website and social media channels, ensuring our stakeholders were regularly updated. Our dedicated Covid-19 web pages have been visited more than 23,000 times by Industry and the public.
Working the Industry, trade bodies and user groups
With a dedicated International and Industry Engagement Coordinator in post from early 2020, our engagement with Industry trade bodies and Jersey Finance has become more focused, with regular participation at meetings, a detailed calendar of activities, website updates, and email exchanges.
For our extensive project work, we set up working groups with both our Registry customers and the regulated community to get their feedback about our online service platforms. This engagement was fundamental to the decisions we made on the development of the new myRegistry and myProfile systems and also allowed us to bring our stakeholders on the journey with us.
Keeping our Registry customers informed
With the closure of our offices from March and our customer service team working from home, it was a challenge, that we overcame, to maintain our usual levels of communication with Registry users. This was particularly the case with the unprecedented volumes of requests and correspondence we received during certain periods of the year and ahead of the move to the new digital Registry.
The team undertook extensive outreach during 2020 to keep customers informed about the impacts of and our response to Covid-19, as well as our targeted engagement campaigns for local companies, and trust company and fund service providers about our new Registry. This involved daily correspondence, calls, digital updates, webinars, and training videos.
Connecting with our people
2020 allowed us to change the way we interact with our staff. By using a collaboration platform, regular video messaging, virtual conferencing, and moving all our training online, we have become better connected to our colleagues than ever before.
