Ministry Of Development Takes Steps To Enhance Customer Care
By Lyna Mohamad

Bandar Seri Begawan - The Ministry of Development's Customer Friendly Day was officially launched yesterday to kick off the one-week event that will run until February 13.

Taking place at the Dewan Betabur of the Ministry of Development, the event was declared open by Minister of Development, Pehin Orang Kaya Hamzah Pahlawan Dato Seri Setia Awg Hj Abdullah Begawan Mudim Dato Paduka Hj Bakar.

Others present included Deputy Minister Dato Paduka Dr Awg Hj Mat Suny Hj Mohd Hussein, Permanent Secretaries Dato Paduka Awg Hj Mohd Said POKPS Dato Paduka Hj Hashim (Technical & Professional), Awg Hj Mohd Rozan Dato Paduka Hj Mohd Yunos (Administration & Finance) and Deputy Permanent Secretary Awg Hj Mohd Zin Awg Hj Salleh.

A welcoming speech was delivered by Dato Paduka Awg Hj Mohd Said in his capacity as the chairman of the event.

In his speech, the minister underscored that the Customer's Friendly Day is aimed at increasing the level of customer care. It is hoped that this will be an important feature in every organisation under the Ministry of Development.

He revealed that according to research carried out in the UK in 2004, there are five critical factors in defining the customers' satisfaction towards a service or product. The factors are delivery of service, time, information, professionalism and attitude. The minister called on heads of department to explore new methods, scientifically or in management, to address these five factors when providing services to the public.

The minister also brought to the attention of heads of departments and senior officers the need to review or reevaluate the TPOR to find out the difference between the customers' expectations and the level of services provided. Such a move would help in resolving issues raised by the customers, curb overlapping of workflow process as well as lessen the time in resolving issues.

Following the launching, the minister and other guests were taken on a tour of an exhibition held at the ministry's premises as one of the activities for the week-long event.

A number of activities are taking place throughout the week, including forum and quiz. The public is urged to visit the exhibition to find out more about the responsibilities of the ministry. Amongst the objectives of the Customer Friendly Day are to establish a customer-friendly culture, to make customers' complaints and suggestions part of the inputs in planning as well as to provide an opportunity for the public to get information directly and personally from the civil servants.  -- Courtesy of Borneo Bulletin

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