Meaningful public service continues to serve people even after office hours

Public seated in rows, waiting their turn at the service counters at Penang JPJ headquarters with screens displaying information and staff assisting at the front. (November 19, 2024) — ZHAFARAN NASIB/The Star.

OVER the years, numerous programmes aimed at improving the well-being of citizens have been implemented by the respective government departments and authorities. From educational assistance and entrepreneurship support to healthcare initiatives and social protection schemes, there is no shortage of efforts designed to help those in need.

But the existence of a programme does not automatically guarantee its impact. Information gaps remain a significant ­challenge, particularly among vulnerable communities, ­including elderly citizens who are unfamiliar with digital ­platforms, families with limited access to information, and individuals ­navigating government processes for the first time. They often find themselves overwhelmed by ­procedures, requirements and documentation.