Members of the public who lodge reports at 92 police stations in Selangor can rate the quality of service they receive in a pilot project starting on Monday.
This is an initiative introduced under Public Service Delivery to enhance government efficiency in business and public related services, Minister in the Prime Minister’s Department Idris Jala said yesterday.
It is one of the six Strategic Reform Initiatives announced by thecgovernment today.
Under this real time performance and feedback rating system, Idris said, thecgovernment would be able to gauge the quality and efficiency of service provided by the frontliners.
The public can give their feedback on a scale of one to four via an electronic device provided at the police station or SMS by sending RATE space Balaicode space Officer Number space 1-4 space RATING to 15888, he told reporters after the Economic Transformation Programme update.
Idris said the project would be assessed after two to three months while performance of the officers involved would be evaluated weekly.
He said the data received would be used to improve the service quality of officers, especially those who did not receive a good rating.
“It will take two or three months for us to see how it goes, whether there is enough data collected or whether the pilot project should be extended. So public participation is needed,” Idris said.
He said the rating system would be extended to other service providers, including the immigration department and those dealing with public hospitals and transport.
He added that Selangor police had volunteered to take part in the pilot project.
Other strategic reform initiatives, which will be monitored by Chief Secretary to the Government Tan Sri Mohd Sidek Hassan, are to remove overlapping processes and standardise functions and to implement business process re-engineering to speed up license approval, among others.
Under the strategic reform initiatives, practices are recommended to open recruitment within the civil service and between the public and private sectors for senior and middle management posts.
Also recommended was hassle-free movement between the public and private sectors as well as within the public sector.