Conduct surveys to gauge quality of service


  • Nation
  • Tuesday, 27 Nov 2007

MYT 3:05:40 PM

PUTRAJAYA: All departments and agencies should conduct surveys to gauge the quality of their public delivery system. 

Chief Secretary to the Government Tan Sri Mohd Sidek Hassan said this would enable the heads of departments to determine the actual level of service and obtain feedback from the public. 

"These surveys are important for us to see how satisfied our customers are. Through analysis of the results, we will be able to enhance our services. 

"Demand for our service has increased and has become more varied in nature. So, we have to be more sensitive to their needs and think of ways of providing that service before our clients even think of it," he said in his speech at the launch of the Quality Day celebrations at the Prime Minister's Department here Tuesday. 

Besides surveys, Mohd Sidek said heads of department should also provide an avenue for public complaints, which were an important aspect in enhancing the quality of service. 

"There must be feedback forms at all service counters in ministries and departments. Everybody must pay serious attention to the way their suggestion and complaint boxes are being managed," he said, adding that there should be staff to handle public complaints and to respond to grievances published in newspapers and e-mail. 

"Every civil servant must be prepared to accept criticism willingly as these help us to identify our weaknesses," he said. 

Later, Mohd Sidek reminded heads of department to be prudent in their spending and not go "Christmas shopping" with their federal allocation. 

"The year has not come to an end yet but I see that the amount of spending this time is slightly less than last year's. Although each department is supposed to finish using the allocation that it has been budgeted each year, this does not mean they must go Christmas shopping. 

"The heads must plan and schedule spending so that this covers all the expenses for projects and necessities. They shouldn't pay just for the sake of finishing their allocation," he said.

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