One Service, One Delivery, No Wrong Door - Public Service Mantra For 2008

PUTRAJAYA, Jan 16 (Bernama) -- "One Service, One Delivery, No Wrong Door" is the government's pledge in providing better public service this year.
The Chief Secretary to the Government Tan Sri Mohd Sidek Hassan said this maxim was adopted for this year to institutionalise consistent quality and turnaround time of services across all 28 ministries, 720 agencies and 144 local councils.
"No wrong door means that the public will no longer be simply turned away even if they approach inappropriate authorities because the concerned authority will forward the customer's needs to the relevant department or agency," he told reporters here today.
The emphasis, focus and efforts for 2008 was to replicate the government's successes at improving delivery standards as promised last year in all ministries, agencies, departments and local authorities, he said.
He said that this year's commitment would be supported by six tasks:
* Plan, implement, monitor, enforce, review
* Empowering a workforce with the right attitude, skills and working stamina
* Improving frontline delivery
* Leveraging technology for quality services
* Actions for eradicating poverty and
* Fostering effective partnership with stakeholders
Under the first task, public service delivery standards would be implemented, monitored and enforced by the respective agencies as well as the Chief Secretary's Office and the Malaysian Administration Modernisation and Management Planning Unit (Mampu) which will be benchmarked using a key performance index system.
The public service workforce would also be trained to have the right attitude, skills and working stamina right from top management to low-level staff, he said.
Mohd Sidek said frontline delivery would be improved with additional focus on local authorities, land offices and agencies with high public interface like the Road Transport Department, National Registration Department, Royal Customs Department as well as enforcement agencies.
"Heads of local authorities will be trained to negotiate and consult with their stakeholders. They cannot merely dictate. We will have in place the right leadership to drive local authorities to facilitate a review of regulations, engage stakeholders and to be more open to the views of public, thereby reducing the frustrations of the public," he said.
He said the deployment of ICT (information and communication technology) would be key to providing services that could effectively respond to the rising demands of the public and initiatives like the E-payment (government transactions through Internet banking), E-Perolehan (online government procurement) E-Khidmat (online payment of summonses, driver's licence applications, bills and assessment charges) and BLESS (business licensing electronic support system, a one-stop portal for application of business licenses).
On efforts to eradicate poverty and reduce by half the current poverty rate by 2010, Mohd Sidek said the public would be frequently updated on the progress made to ensure the target was met.
He also said that the traditional regulator-regulated relationship between the public and private sector was being transformed to be that of an ongoing and effective partnership in moving Malaysia forward.
"There is no place in the Malaysian civil service for the "benevolent public official". The "I-know-what's-good-for-you" attitude must be shed and replaced with a system of listening to the community," he said.
Engagement of all stakeholders, the public service, the private sector, civil society and every Malaysian would ensure oneness of purpose and shared sense of direction for all as the nation faces the challenges ahead, he added.
Last year, the public service scored some success stories notably the establishment of Pemudah, a private-public partnership to enhance and improve the public delivery system for ease of doing business in Malaysia, in February.
Others include, from 30-day to 14-day payment of all invoices to the government, tax refunds within 30 days (compared to more than three months before), passports within 24 hours (compared to several days before), one-stop-centres in all local authorities (cutting processing of development and building plans approvals from 281 days to 134 days).
Also replacing Certificates of Fitness for Occupation (CFO) with Certificate of Completion and Compliance (CCC), registration of new business in an hour (compared to several days before) and greater engagement of public officials with stakeholders from media, NGOs, residents associations and the public at large.

tunku : yes its very good mantra but till date the public service still at a very low level.mantra after mantra , years gone by but the attitude is still the same. i really hope that this 2008 mantra will work.