KUCHING: The best of civil service practices worldwide should be adopted and incorporated into the culture of the service sector here if it wished to become a world-class civil service.
IMPROVE SERVICE: Morshidi (right) presents a memento to guest speaker Mah before his talk at the ‘Brown Bag’ seminar at the Yayasan Sarawak auditorium.
State Secretary Datuk Amar Morshidi Ghani said every service sector here should be transparent while practising a more customer driven strategy to obtain a high level of customer satisfaction.
Each department must also be responsive to suggestions while establishing an effective and innovative suggestion system to ensure continuous improvement in quality.
With more appreciation shown to the public and constant performance standard evaluation of services rendered, Morshidi was confident that the gauge of customer satisfaction level would increase tremendously and this was what was needed to become a world class service sector.
“Our service department could display a client charter at strategic places so that the public has access to the number of complaints every department receives. We must also be courteous with our customers and most importantly, improve on our service efficiency.
“In addition, queues should not be too long and there should be an effective queue and calling system,” suggested Morshidi when officiating at a ‘Brown Bag Seminar’ held at Yayasan Sarawak building at Jalan Cahaya Indah, Samariang near here yesterday.
He added that the state civil service had initiated vast transformation in line with its philosophy ‘an honour to serve’ to achieve such vision. Three main elements that had been identified that should be incorporated into the service culture were: High performance team, excellence service delivery to the rakyat and common shared value.
Morshidi, however, was quick to point out that the three elements would not come into existence without the organisation’s staff working together towards achieving its intended objectives.
Other transformation initiative that he highlighted was the importance of every agency and division to generate key focus activities as they are supported by other initiatives such as the 5S, MS ISO 9000, star rating, innovative and creative circle, strategic plan, KPIs, excellent counter service and the Chief Minister’s State Quality award.
“The impact from these various government transformation initiatives is to increase the satisfaction and happiness of the general public with the services provided by the government. Although I am happy to see that most of the government agency counters are up to standard, it still has room for improvement,” stressed Morshidi.
He reminded all civil service personnel to always practise the culture based on innovation that could increase the civil service delivery system so that customers’ expectation could be met while ensuring their utmost satisfaction. Inadvertently, it would be in line with their effort to improve the civil service.
The ‘Brown Bag’ seminar yesterday was organised by the Human Resource Development and Quality (HRDQ) unit of the Chief Minister’s Department and Malaysia Productivity Corporation (MPC) for the civil service personnel.
Focusing on sharing of ideas, knowledge, expertise and emphasising the continuous increase of the key focus activities, the seminar also aimed to stimulate the intellectual faculties, the analytical, creative and innovative aspect of the human mind while providing sources to obtain ideas that could be implemented on improving the organisation’s delivery services.
Introduced in the US, the seminar was usually held for an hour or two during lunch period where participants would be provided with food inside a brown bag.
Also present yesterday were HRDQ director Dr Sabariah Putit and the chief minister’s department Human Resource unit director Datu Misnu Taha. Guest speaker was former MPC director-general Mah Lok Abdullah.