PUTRAJAYA, Oct 1 (Bernama) -- Federal and state administrations have been urged to encourage greater use of the Respons Rakyat (RR) app to make government feedback channels more inclusive, faster and easily accessible to the public.
Chief Secretary to the Government (KSN) Tan Sri Shamsul Azri Abu Bakar said this was in line with the nation's digitalisation aspirations, with the RR app also serving as a support platform for the Public Complaints Management System (SISPAA).
"All information and data obtained through the SISPAA system or the RR app must be fully utilised. Let us use this feedback to examine trends in the problems faced by the people and subsequently formulate new solutions.
"Let us not wash our hands of the matter by rejecting complainants on the grounds that an issue is outside our jurisdiction. We must always instil empathy in our service, as this is fundamental to good governance," he said.
He said this when speaking at the Appreciation Ceremony for the 2025 Public Complaints Management Inspection Rating at the State Secretary (SUK) Administration Level here today.
He also reminded civil servants not to become complacent when a complaint was successfully resolved on a one-off basis.
"We must also avoid continuously adopting a firefighting approach or resolving problems on an ad hoc basis. If a complaint frequently recurs in the same area, it is a clear signal that there are gaps in our delivery system," he said.
Touching on the Bureaucratic Red Tape Reform (RKB) Initiative, he said 1,582 projects had been registered to date, with 496 completed projects resulting in compliance cost savings to the government amounting to RM3.21 billion.
"Last February, I also directed paperless initiatives be implemented, and in August alone, 123,325 reams of paper were saved, equivalent to RM1.48 million, while from May to August, cumulative savings reached 482,940 reams valued at RM5.79 million," he said.
Shamsul Azri emphasised that the approach was in line with the Malaysia MADANI aspirations and the Public Service Reform Agenda (ARPA), which prioritise agility in action and the people's well-being, while emphasising compassion, trust and innovation in administration.
The event, organised by the Public Complaints Bureau (BPA) of the Prime Minister's Department (JPM), served as a platform to recognise achievements and share best practices among state administrations in ensuring more efficient, responsive and effective public complaints management.
The inspection rating evaluation covers seven categories, namely efficiency of public response, efficiency of service delivery, empowerment of complaint management competency, efficiency of work processes, governance of complaint management, strategic public communication and digital innovation excellence.
The state administrations of Selangor, Perak, Melaka, Sarawak and Kedah received seven ratings. Pahang, Penang, Negeri Sembilan and Kelantan received six ratings, while Terengganu, Sabah, Johor and Perlis received five ratings.
-- BERNAMA