In the digital age, a simple phone call remains a vital bridge between Malaysian citizens and the government services they depend on. From inquiries about a MyKad application to reporting a community issue, the voice at the other end of the line often shapes a citizen's entire perception of public service. The attitude of government servants in answering these calls is therefore not merely a matter of politeness, but a critical component of public trust and governmental efficiency.
The Mixed Bag of Public Perception
Public feedback on the service attitude of government servants is a mixed bag. While many Malaysians commend the professionalism and helpfulness of officers, common complaints persist, particularly concerning telephone communication. Online reviews and social media comments often highlight issues such as:
Difficulty in getting through: Citizens frequently report that phone calls to certain departments go unanswered, forcing them to rely on other, often slower, channels.
Lack of follow-up: Even when a query is successfully lodged, citizens often feel left in the dark, with no follow-up on the status of their case.
Unhelpful or curt responses: Some citizens have expressed frustration with receiving terse, unaccommodating, or even rude responses, which can be disheartening and counterproductive.
A recent analysis of Google reviews for various government agencies revealed a spectrum of public experiences. While departments like the National Registration Department (JPN) and the Immigration Department have received praise for efficiency, others face criticism for issues ranging from slow service to staff demeanor. The fact that citizens take the time to name and commend helpful staff members in their reviews underscores the significant impact that a positive service attitude can have.
Government Initiatives for a People-Centric Service
The Malaysian government is well aware of these challenges and has long-standing policies and initiatives aimed at fostering a more citizen-centric civil service. The Public Service Department (JPA) has issued numerous circulars, known as Pekeliling Kemajuan Pentadbiran Awam (PKPA), that provide guidelines on improving service delivery.
Key initiatives and principles include:
Client’s Charter: Many government agencies have a Client’s Charter (Piagam Pelanggan) that outlines their commitment to service standards, including prompt and courteous responses.
Malaysia Government Call Centre (MyGCC): MyGCC was established as a centralized, one-stop call center to handle public inquiries and feedback 24/7. This system aims to streamline communication and provide a consistent level of service.
Public Complaints Management System (SISPAA): This online platform, managed by the Public Complaints Bureau, provides a formal channel for citizens to lodge complaints and track their resolution, offering a systematic approach to accountability.
Digital Transformation: The move towards a "Digital First" strategy is a significant step. By automating processes and encouraging the use of online portals and apps, the government hopes to reduce the burden on manual phone lines and allow civil servants to focus on more complex issues.
The Human Element of Service Excellence
While technology and official circulars are crucial, the ultimate success of these initiatives rests on the individual civil servant. A positive service attitude is about more than just reciting a protocol. It requires empathy, patience, and a genuine desire to assist. Experts in public administration argue that a culture of excellence and integrity must be built from the ground up, with a focus on comprehensive training, a robust performance appraisal system, and leadership by example.
For a citizen making a call, the interaction is often a moment of need, confusion, or urgency. A government servant who answers the phone promptly, listens patiently, and provides clear, helpful information can transform a stressful experience into a positive one. This simple act not only resolves a specific issue but also reinforces public confidence in the institution of the civil service.
Conclusion
The service attitude of government servants, particularly in answering calls from citizens, is a direct reflection of a government's commitment to its people. While the Malaysian public service has made significant strides, there is still work to be done. A continued focus on effective communication training, coupled with the ongoing push for digitalization and transparent accountability, will be key to ensuring that every voice on the phone is heard, respected, and assisted in a manner that truly serves the nation.
