AFTER years of countless bad encounters at many Government departments (long queues, hostile civil servants, excessive time wasted), I must say that I had become a sceptic.
However, my recent experience with two departments has changed my view.
It took me less than 15 minutes to renew my business licence at the Companies Commission at The Mall. Service was very efficient.
The officer who attended to me explained the processes and the new developments in his organisation and answered my queries in a knowledgeable and pleasant manner. Full marks!
It took me half an hour to have my passport renewal application processed at the Immigration office in Pusat Bandar Damansara.
I was told my new passport would be ready for collection the next day. This is fantastic! Service on the whole was efficient.
Full marks would have been given if the officer responsible for issuing the passport renewal application forms had been more customer-oriented. He was engrossed in reading a newspaper and my presence was viewed as an intrusion. He was bordering on being rude.
Entrepreneur and Co-operative Development Minister Datuk Mohamed Khaled Nordin has told public transport operators to improve their services before they can raise fares.
By the same token, I would not mind paying more for renewing my passport or business licence in return for the good services that I was given. The savings I made in terms of time and stress reduction (which both have their equivalent monetary value) are well worth it.
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