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Heartening to see efficiency prevail in some quarters in Malaysia

Other government agencies should emulate the Public Complaints Bureau


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For all the negative political news, coupled with the devastation from the recent floods, Covid and its latest variant, Omicron, my spirit is uplifted each time I encounter positive experiences in Malaysia.

On 3 January 2022, I received my booster shot at IHEAL Medical Centre in Mid Valley, Kuala Lumpur, and once again I witnessed efficiency at its zenith.

The entire registration took less than 10 minutes, after which I had to go one floor for the jab, which took less than 30 minutes.

I was once again impressed by the dedication and commitment of the staff on duty to expedite the entire process and not keep most of the senior citizens waiting too long. The staff were accommodating: they attended to the queries and assisted the senior citizens who had come for their jabs. 

Just like my previous two jabs at the Putra World Trade Centre in May and July 2021, everything was carried most efficiently, and those who came got their jabs quickly. On both occasions, it took me just around 30 minutes for the jabs.

Senior citizens were given priority over others in the queue and were not made to wait long. Those who came in wheelchairs with their children were immediately taken in for their jabs. Staff attending to all who came were courteous and helpful. This is the true epitome of the “Malaysia boleh” (Malaysia can) spirit. 

On a different note, one government agency that deserves compliments is the Public Complaints Bureau.

Often, it acknowledges my complaints promptly, and quick action is taken. Within a few minutes, the PCB emails me an acknowledgement of the complaint made on its website. The bureau then follows up on the complaint with the relevant ministry and government agency so that immediate action to be taken.

Lodging a complaint with the PCB is effective – more effective than complaining directly to the relevant ministry, agency or department. Not only does the bureau attend to enquiries and complaints immediately, a PCB officer actually calls me to get further details and clarifications regarding my complaints. Often, immediate action is taken and my complaint is resolved.

The work ethic at the PCB differs greatly from other government agencies, as they ensure clientele satisfaction. Staff here do not adopt a lackadaisical attitude towards work.

Employees, whether in the public or private sector, must look upon their jobs as their bread and butter and discharge their duties with loyalty, efficiency and integrity.

How I wish all other government agencies could emulate the PCB, which I consider as the benchmark of efficiency in the civil service. Perhaps the bureau could impart its modus operandi to other government agencies.

Any member of the public would be proud to have civil servants like those in the PCB, as they are the beacons of effective civil servants.

AGENDA RAKYAT - Lima perkara utama
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  2. Galakkan pembangunan saksama, lestari serta tangani krisis alam sekitar
  3. Raikan kerencaman dan keterangkuman
  4. Selamatkan demokrasi dan angkatkan keluhuran undang-undang
  5. Lawan rasuah dan kronisme
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The views expressed in Aliran's media statements and the NGO statements we have endorsed reflect Aliran's official stand. Views and opinions expressed in other pieces published here do not necessarily reflect Aliran's official position.

Benedict Lopez was director of the Malaysian Investment Development Authority in Stockholm and economics counsellor at the Malaysian embassy there in 2010-2014. He covered all five Nordic countries in the course of his work. A pragmatic optimist and now an Aliran member, he believes Malaysia can provide its people with the same benefits found in the Nordic countries - not a far-fetched dream but one he hopes will be realised in his lifetime
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Benedict Morais
Benedict Morais
4 Mar 2022 4.12pm

Good to convey such compliments especially when it is well deserved. More government agencies should adopt such a work approach.

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