| James Kon |
BY 2019-2020, the Brunei Government is looking to achieve a 90 per cent customer satisfaction level under its key performance indicator.
According to findings, the customer satisfaction level for 2015-2016 stands at 65 per cent.
Therefore, to reach the 90 goal, the projection target for customer satisfaction level must be increased to 70 per cent by 2016-2017, and 75 per cent by 2017-2018.
The targeted 90 per cent level, which is in line with the Brunei Vision 2035, was yesterday revealed by Management Services Department Acting Director Aminuddin bin Haji Buntar in his presentation ‘Delivery of Government Services,’ following the launch of the Customer-Friendly Services Programme.
Acting Minister at the Prime Minister’s Office (PMO) Dato Paduka Awang Haji Mohamad Roselan bin Haji Mohamad Daud launched the programme.
Management Services Department Acting Director Aminuddin bin Haji Buntar. – JAMES KON
Aminuddin pointed out that 12 government agencies with public dealings had not furnished the Management Services Department with information on customer satisfaction levels (for 2015).
Meanwhile, data collected has shown improvement in the handling of complaints. The performance indicator in solving complaints under Management Services Department for the periods 2015/2016 and 2016/2017 showed a drop in the number of complaints with 66 recorded in 2015/2016, compared to 40 this financial year.
The number of complaints resolved has increased, with 26 resolved in 2016/2017 as compared to 22 in 2015/2016.
The speed in resolving complaints too has increased by 30 per cent as compared with both financial years.
With the existing indicators showing that customer satisfaction stands at 65 per cent for the financial year 2015-2016, he said, “The indicator suggests that the Civil Service still needs to increase efforts to achieve higher customer satisfaction.
“This will require the concerted effort of all government agencies, with the involvement of leaders, management of the department, supervisors and frontliners and any individual rendering services. Without such effort, the target will be difficult to achieve,” he said.
DST Communications Sdn Bhd Customer Service Assistant General Manager Datin Hajah Umikalthum binti Haji Mat Daud delivered a presentation titled ‘Case Study – Project 3C’ to share DST’s experience with relation to supervision in customer service counter.
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