KUALA LUMPUR: All departments and agencies under the Transport Ministry will have to clearly inform customers by displaying notices, stating the time needed to process every type of application.
Transport Minister Datuk Seri Chan Kong Choy said for this to be done, the departments and agencies would have to draw up time frames for each of the services they offered to the public.
The instruction is applicable to departments such as the Road Transport Department (JPJ), Department of Civil Aviation, Marine Department and the various port authorities.
“We must tell the public how long each type of business or application will take. If a certain application needs two days, then the customer should be told clearly that it would take two days for the matter to be done,” he said
Chan said this after paying a surprise visit to the Wangsa Maju JPJ here yesterday.
Chan said this is one of several steps his Ministry would implement following the call by Prime Minister Datuk Seri Abdullah Ahmad Badawi to make the delivery system of government departments more efficient.
He said customers should also be clearly informed on the forms and documents needed for each type of service.
“I don’t want a situation where a customer goes to a counter to apply for something and is told that this or that document is missing and has to come back another day,” he said, adding that such information could be given through clear signs and notices in the department, websites, or customer information telephone line.
Chan said customer desks should also be set up at all departments and agencies.
He said customer feedback forms were currently being designed by his officers and would be distributed to all departments soon.
He also directed all departments and agencies to set up dedicated counters for the elderly, handicapped, pregnant women as well as women with babies or very young children.
He said these counters could be used to serve other members of the public, when there were no such customers around, but they would be given priority when they turn up.
He also gave assurances that efforts to make services more efficient would not just be focused on counter services, but also “backroom” services, which could affect the overall efficiency of a department.
He said a task force set up by his ministry last week was co-ordinating these efforts.
Chan, who is the chairman of the task force, added that the ministry was also speeding up the hiring of staff for all vacancies and improve the waiting areas at JPJ offices.
He said had Wangsa Maju JPJ office received 4,000 customers a day and the existing building had to be renovated to cater to the high volume.
During the hour-long visit, the first to be carried out at a department under his ministry, Chan spoke to various officers, counter staff as well as customers to get feedback on the service at the packed JPJ office.
Chan, who even inspected the public toilet there, also ordered its director Anuar Mohd Sharif to look into several specific complaints.
A disgruntled customer R.S. Nargendran, 55, who complained to Chan that he was being given the run-around over renewal of road tax and cancellation of a finance company charge, was immediately taken into the office and had his problem solved.
The majority of those Chan spoke to were happy but hoped that the waiting time at each counter could be reduced further.