Wednesday, November 4, 2015

doing the job better

Almost 3 years back, I invited Morpho Trust, the TWIC program administrator, to eat a dick. They certainly earned that scorn I handed out. Cost me lost time at work, people not where they were supposed to be, and making me pay, literally, for their mistakes.

 Oh, the TWIC card is a port access ID that the Ministry of Fear Department of Homeland Security came up with, you know to make our ports safer after no one attacked them, ever. Morpho Trust was awarded the contract to administer the pain process of applying for and handing out TWIC cards.

 Well, it went so well last time. It took 3 appointments to get them to accept my application, then 2 appointments to get my card, which, also, turns out, was sent to the wrong office, so I missed  a couple days of work chasing it down because they refused to mail it.

 Well, as I said, last time, I invited them to eat a dick.

       3 years later, I have applied for a renewal.  OK, it was way too expensive, but the process has been streamlined, and, I'm pleased to report, it went as well as it possibly could. I made my appointment online, found a local office, and did my renewal. The one guy running the show was fast and efficient, polite even, and I was back on the road in 25 minutes. One week later my card showed up in the mail. EVERY. SINGLE. MISTAKE. GOT. CORRECTED.

 So, last time I wrote, an exec from Morpho Trust called me at my home, scaring the shit out of me, and personally apologized for all their fuckups. I've got to say, they have really gotten their shit together, going by my experience.

 So, to the folks at Morpho Trust, I say attaboy. I'm not going to thank someone for merely doing their job, but I sure do appreciate the improvements they made. Morpho Trust is no longer invited to eat a dick, in my book.

1 comment:

Aaron Reed said...

My TWIC renewal crept up on me and I had an "Oh shit!" moment as I tried to figure out how to expeditiously get to one of the offices without taking time off of work. Found one 8 miles from the dock, walked in without an appointment on crew change day, and left 20 minutes later with the process complete. The nice lady in the office told me "2-6 weeks" in my mailbox. I see elsewhere TSA has been averaging 7-10 days. We'll see. But the front-end sure was a lot more user-friendly last week than it was five years ago, that's for sure!