I refer to your Report on the Public Complaints Bureau's Annual Report 2011.
Its indeed sad that despite all the good Government efforts to transform our country and society, to reach developed economy status by 2020, about 45% or nearly half our public complainants end up with bad results - IN THEIR EXPERIENCES IN DEALING WITH THE GOVERNMENT DEPARTMENTS! This is because the Action on their complaints were either delayed or ignored.
The public will now wonder what has happened to the Government`s call for "People first, Performance now". Is there a widening gap between sound policies and poor implementation.
Based on the unsatisfactory but honest appraisal of the Public Complaints Bureau, we can conclude that the public service is letting us all down badly by their poor performance and service to the Rakyat. The question will grow in the public mind as to what the Government will do about these declining standards of public service.
Will the worst agencies and their staff from the Federal Territories and Urban Well-being Ministry ,the Natural Resources Ministry and the Housing and Local Government Ministry, be pulled up and punished for their dismal performance? The Rakyat must be informed and not further ignored.
The public will definitely be disheartened by this Public Complaints Bureau Report on inefficiency and the indifference of many Government officials who have recently been given so many salary increases and perquisites from the shrinking tax payers hard earned incomes. Many ordinary citizens have had bitter experiences with Government agencies particularly at the Local Councils. They can relate to the findings of the Public Complaints Report, with much grievance and hurt feelings. They will no doubt express their displeasure at the Ballot box when the time comes.
The Government has therefore to ACT FAST TO SATISFY PUBLIC COMPLAINANTS. It has to overcome the problems of delay and inaction to further improve the delivery system through more initiatives from the agents of change such as Pemandu and Permuda and indeed the new enthusiastic Chief Secretary to Government.
In the meantime, it is therefore, recommended inter alia that -
1) The minority of laggard Civil Servants have to be phased out and the public service downsized to raise the quality of the 1.4 million public service; and that
2) The Government could also introduce Local Council Elections to ensure better management of employees who will be made more accountable for their delays and inaction
The Malaysian Public expects quite rightly to be better served by the public service, as promised by our Government, please.
Tan Sri Ramon Navaratnam
Chairman Asli’s Centre For Public Policy Studies
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