Civil service launches new campaign for better service
By SARBAN SINGH
SEREMBAN: Flash that smile more often.This is the directive to civil servants to smile to show their commitment to provide “service beyond the people’s expectations”.
It particularly applies to those manning counters and providing frontline services.
Those serving at the country’s main entry points, including airports and seaports, should also be more courteous as this would also enhance the country’s image as a business-friendly destination.
Malaysia Administrative Modernisation and Management Planning Unit (Mampu) director-general Datuk Mohamad Zabidi Zainal said although the authorities had launched a similar campaign in 2005, the impact was not thoroughly felt.
“Service with a smile should be a culture among civil servants. This is important as we want the people, who are our customers, to be happy when they leave a government department or agency,” he said in a recent circular.
To achieve this, the Government had last month launched a pilot project at the Immigration, Road Transport and National Registration departments and the Inland Revenue Board and the Employees Provident Fund to provide service with a smile.
Mohamad Zabidi said Chief Secretary to the Government Tan Sri Sidek Hassan had also stressed on this during several meetings with senior government officials.
He said department heads should also provide necessary training to subordinates on ways to be courteous to the customer.
“Department heads can also have their own campaigns and slogans to motivate their subordinates on this. They should also appoint employees who are role models to encourage others to serve with a smile,” he said.
Cuepacs president Datuk Omar Osman said previous campaigns by the Government to encourage public sector employees to provide service with a smile were not very successful as there were no follow-up programmes.
He said it was important for the authorities to have comprehensive guidelines to ensure objectives were met, adding that the “service with a smile” rule should be included in all courses for government employees.
Omar said civil servants should be regularly reminded of the requirement to smile, particularly during monthly assemblies.
Wednesday, 9 February 2011
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