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SYSTEMIC IMPROVEMENT IN PUBLIC DELIVERY SYSTEM: COMPLAINTS AS A SOURCE OF INNOVATION

SYSTEMIC IMPROVEMENT IN PUBLIC DELIVERY SYSTEM: COMPLAINTS AS A SOURCE OF INNOVATION. Dato’ Dr. Tam Weng Wah Director General Public Complaints Bureau Prime Minister’s Department MALAYSIA. SYSTEMIC IMPROVEMENT. OBJECTIVE.

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SYSTEMIC IMPROVEMENT IN PUBLIC DELIVERY SYSTEM: COMPLAINTS AS A SOURCE OF INNOVATION

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  1. SYSTEMIC IMPROVEMENT IN PUBLIC DELIVERY SYSTEM: COMPLAINTS AS A SOURCE OF INNOVATION Dato’ Dr. Tam Weng Wah Director General Public Complaints Bureau Prime Minister’s Department MALAYSIA SYSTEMIC IMPROVEMENT

  2. OBJECTIVE Share Malaysia’s experience in systemically improving public service delivery systems through public complaints management

  3. PRESENTATION OUTLINE

  4. INTRODUCTION Focus of Malaysia’s public complaints management:

  5. T-JUNCTION : WHICH WAY TO TURN? CHANGE OF APPROACH • Government • Transformation • Programme (GTP) • Transforming public • service delivery • Complaints as valuable • source of innovation • and creativity CHANGE OF APPROACH ZOMBIES AHEAD

  6. MANAGING COMPLAINTS: REACTIVE vs PROACTIVE • Conventional • wisdom: • - reacting to • complaints/issues

  7. New thinking: • -Complaints as public feedback • -New channels for public • complaints • -Proactive outreach programmes • identify complaints/issues • -PCB personnel as complainants • -Constant monitoring of media • -Public access to complaints • feedback

  8. SOURCES OF COMPLAINTS (1 JANUARY - 15 NOVEMBER 2011) Source: Printed from i-Aduan System on 23 November 2011

  9. ….. New Thinking INTEGRATED PUBLIC COMPLAINTS MANAGEMENT SYSTEM (i-ADUAN)

  10. PRO-ACTIVE PROGRAMMES

  11. PRO-ACTIVE ACTIVITIES IN 2011 Total Complaints: 1,679 (14.2%) (2011 data :1 January - 15 November) * MASJA: PCB personnel as complainants

  12. ….. New Thinking CONSTANT MONITORING OF THE MEDIA

  13. ….. New Thinking BERNAMA ONLINE

  14. BERNAMA ONLINE

  15. COMPLAINTS RESOLUTION PERFORMANCE (2005 – 2011) * Until 15 November 2011

  16. KEY PERFORMANCE INDICATORS (1 January – 15 November 2011) * Based on 1,165 forms (2010) * Based on 1,480 forms

  17. INNOVATION JUNCTION, TURN IN……. • COMPLAINTS AS SOURCE OF INNOVATION

  18. COMPLAINTS AS A SOURCE OF INNOVATION/CREATION • PCB as innovator and creator of new ideas • PCB as catalyst of change • PCB as regulator

  19. ..…CONTINUATION 1 4 2 3

  20. ..…CONTINUATION • 6 October 1984 - 24 November 2011 • 426 concept papers to improve public service delivery

  21. ..…CONTINUATION Issues of public complaints which have become a source of innovation

  22. ..…CONTINUATION Issues of public complaints which have become a source of innovation

  23. CONCLUSION AND WAY FORWARD • PCB will continue to serve as key focal point in managing public complaints to ensure the public sector continuously delivers service improvement to further enhance the national competitiveness and overall well-being of the people

  24. TERIMA KASIH THANK YOU

  25. Mobile Complaints Counter (MCC) Miri, Sarawak (6 July 2011) Chendering, K.Terengganu (12 July 2011) Tesco Cheng, Melaka (30 October 2011) SMK Nusajaya, Johor (10 November 2011)

  26. Integrated Mobile Complaints Counter (IMCC) Hulu Langat, Selangor (8 October 2011) Sabak Bernam, Selangor (9 November 2011) Kangar, Perlis (10 November 2011) Kuala Kangsar, Perak (17 November 2011)

  27. MESRA Programme (MESRA) Bandar Melaka, Melaka (28 July 2011)

  28. MESRA Programme (MESRA) Sipitang, Sabah (3 November 2011)

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