KUALA LUMPUR: The Public Complaints Bureau (BPA) says it aims to resolve at least 80% of all public complaints involving government agencies every year, says the Prime Minister’s Department.
Minister in the Prime Minister's Department (Federal Territories) Dr Zaliha Mustafa (pic) said BPA has introduced the Queue Management System (QMS) e-rating system.
Meanwhile, online users will be able to rate their online customer satisfaction through provided Quick Response (QR) codes for users and the public.
“Under the Public Service Remuneration System (SSPA) Circular 1 2024, the performance of civil servants, including those in customer service, are evaluated through the MyPerformance system which is based on the principles of fair, transparent, objectivity, relevance and separability.
“Meanwhile, MyPerformance is also used to provide a more comprehensive picture of each officer’s performance under the Malaysian Remuneration System (SSM).
“They will be evaluated based on their productivity, functional competence, behavioural competence, shared values and involvement and contribution,” she said in a parliamentary written reply dated Oct 29.
She was responding to a question by Mordi Bimol (PH-Mas Gading) on how the government monitors the effectiveness of government agencies’ customer service and key indicators used for this evaluation.
