Public sector service record needs lot of improvement
THERE has been more complaints about public sector's service than there have been appraisals, said Pg Ali Noor Pg Hj Ismail, a training officer from the Civil Service Institute.
"According to statistics from 2005, it shows that there has been 97 per cent complaints than there have been praises about the service," said the officer during a briefing presented to officers and staff of the Ministry of Communications.
This means that there have been 243 complaints and only 24 appraisals from the public, he said, adding that during that year, customer service by government sectors failed in terms of giving excellent service.
Stating that this attitude stems from complacency and resistance to change, Pg Ali Noor urged the officers and staff to change their work attitude in terms of giving good service to the public. "If you continue to keep telling yourself 'I've been working in the government service for 10 years and nobody has complained, so why should I change my work ethic?', then you will not progress," he said.
Highlighting the lack of experience and work ethic amongst the officers and staff, he said that the habit of complacency and negativity towards responsibilities that were entrusted to them is also one of the reasons for the high number in customer complaints. Stating that the world has no limitations when it comes to changes, he stressed that the mentality of always wanting to be in the "comfort zone" should be erased.
He added that providing customer satisfaction has become increasingly important because nowadays, customers are getting more opinionated and vocal when it comes to experiencing dissatisfaction in customer service.
"The dissatisfaction of these customers have been proven through letters and actions taken by the public through the media," he said.
Showing extracts of public complaints regarding various ministries through PowerPoint presentations, he said that it is imperative that attitudes be changed when it comes to delivering better customer service. "We must take these negative comments and look at it constructively and positively. You must look at this as a challenge. You must be able to say to yourself, 'By 2009, I am going to increase the quality of my service'," he said.
Stressing the importance of customer service with a smile, Pg Ali Noor also emphasised that customer service is important as it is aligned with His Majesty the Sultan and Yang Di-Pertuan of Brunei Darussalam's titah with regards to giving the best service.
"His Majesty also stated in a titah that permanent secretaries must remind their staff on the importance of customer service by fulfilling the needs and satisfaction of their customers," he said.
The briefing was given to officers and staff from all departments in the Ministry of Communications yesterday at the ministry's multi-purpose hall.
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