Keep counters open at all times, govt departments told

JPA director-general Wan Ahmad Dahlan Abdul Aziz says department heads must carry out regular customer service analysis so that any shortcoming can be rectified as soon as possible. (Bernama pic)

PETALING JAYA: The public services department (JPA) wants service counters at government departments to be fully manned at all times, according to a circular issued to civil servants.

In a reminder to government employees following Prime Minister Anwar Ibrahim’s recent call for reforms in the civil service, especially in matters of governance and integrity, JPA director-general Wan Ahmad Dahlan Abdul Aziz said the focus, among others, should be on providing optimum counter services to the people.

He said department heads must manage their manpower effectively to ensure that the maximum number of counters are open at any one time, especially during peak hours.

He said they must carry out regular customer service analysis so that any shortcoming can be rectified as soon as possible.

“Counter services must be improved with competent and efficient manpower and the use of the latest technology.

“The staff here should engage in facilitative strategies and make sure they are friendly and courteous. They must understand the background of the issues raised by clients before proposing a solution,” he said in the April 24 circular sighted by FMT.

Wan Ahmad Dahlan said this is the basis for the civil service to function as the pillar of stability and prosperity of the nation.

“Government employees must adapt to the demands of the changing times,” he said.

He said civil servants should not indulge in non-work-related social media activities and online games, and that they should also stop leaving the office without permission to attend to private matters during office hours.

He said adapting to the changing times and becoming a bit more disciplined would ensure that the civil service would be at an optimum level at all times.

Wan Ahmad Dahlan also directed heads of department to carry out spot checks on counter services and submit reports of such checks in June and December every year.

“Immediate action must be taken against any staff who did not serve the public in a friendly and professional manner. They must be empathetic and be ready to solve the problem of the rakyat even if it involves multiple agencies,” he said.