19 September 2007

Assessment of councils

The Star

PUTRAJAYA: The public can now assess and provide feedback on the level of services offered by all 144 local authorities in the peninsula via the Prime Minister’s Department’s online survey.

They can, among others, assess counter services and the courtesy of counter staff and how telephone calls and complaints are managed.

The Malaysian Administrative Modernisation and Management Planning Unit (Mampu) would use information from the survey to further improve the delivery system.

Mampu director-general Datuk Normah Md Yusof said complaints that needed urgent attention would be given to the respective city halls, district or municipal councils.

“This feedback will also act as a yardstick to assess how effective are the improvements made by the local authorities.

“The services provided by local authorities have an impact on the everyday lives of the people, be they residents or those involved in commercial activities,” she said.

It is understood that the feedback would also be used to conduct spot checks on local authorities.

The survey, comprising 24 questions, covers office environment, counter service, services provided by the local authority, complaint management, website and telephone call management.

The survey form, accessible at www.gov.my under the quick links – local authority feedback, allows the public to give suggestions on ways to improve services by local authorities.

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