Public Service Sector Facing Higher Demands
By Huraizah Ahmad

Bandar Seri Begawan - The Public Service sector is constantly faced with various challenges in tackling issues of high importance.

With the rise of more knowledgeable and educated customers in the country, it is not surprising that their expectations are also increasing. Therefore, the sector needs to continuously adapt to changes and further improve in order to meet the demands.

This was said by the Minister of Home Affairs, Pehin Dato Seri Setia Awg Hj Adanan Begawan Pehin Siraja Khatib Dato Seri Setia Hj Mohd Yusof, in his speech as chief guest at the launch of a Customer Day and Awards Presentation Ceremony for the ministry and departments under it.

The event was held at the Brunei-Muara District Office's Muhibbah Hall. In orderto achieve greater efficiency, the Public Services sector must present a "passion for excellence and thirst for quality" attitude in order to become more prompt and effective, he said.

The initial impressions made by any department or organisation lies on the hospitality or attention given to clients by the front-liners. They may include immigration officers who are stationed at control posts and attend to tourists while processing their documents.

A paradigm shift and customer care therefore must be looked into. In order to understand the needs and opinions of customers, we need to put oi-.Pselves in their shoes, added the minister.

He also quoted an excerpt from the titah of His Majesty the Sultan at the Public Services Day celebration last November, on the long-term vision to see the sector function more efficiently and effectively, as well as be able to exceed the expectations of customers that are continuously increasing.

In relation to this, the chief guest hoped that departments under the ministry would create a Customer Satisfaction Research to analyse any present flaw in the system.

A number of complaints are still being received by the ministry, pertaining to matters such as slow response on the status of various applications, time-consuming or complicated work procedures, not answering phone calls promptly enough, unresponsiveness to complaints and the use of conventional laws that are no longer relevant in this modem era.

The sector needs to keep up with the Clients Charter or TPOR entrusted by each department in order to win the trust of customers.

The event saw the presentation of awards to 22 exemplary officers and personnel from the ministry and departments under it by Pehin Dato Seri Setia Awg Hj Adanan.

Also presented were certificates for about 48 retirees, all of whom formerly held a permanent position at the ministry. Meanwhile, some 12 mukim penghulus and village heads who have ended their terms in the last two years also received their certificates.

Certificates of appreciation were also presented to three Quality Control Circle (KKC) groups - two from the Kuala Belait and Seria Municipal Department, and one from the Fire and Rescue Department.

A dialogue session between the Home Affairs Minister and the customers or clientele was the event's highlight. They were given an opportunity to voice out their problems, views, inquisitions, recommendations and opinions to be used as a feedback in order to improve customer care programmes.

The Customer Day exhibition will be held until Feb 29, while related celebrations will also continue at the Belait District Office from March 3, Tutong District Office from March 5 and Temburong District Office on March 10 and 11. -- Courtesy of Borneo Bulletin

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