IN line with the prime minister's call to reduce red tape and improve administrative efficiency in government departments, all departmental and agency heads should monitor the implementation of their clients' charters to ensure they deliver the promises made in them. The charter sets out the goals and targets of a department and how long it will take to deliver a service. We must not allow the charters to be just dead letters, more so when the chief secretary to the government has emphasised improving service delivery. Introducing the charters is one thing, ensuring that they work is another. It is imperative for all departments and agencies, including local authorities which have adopted the charters, to monitor their implementation. I wish to suggest that charters be displayed at the service counters of public authorities, informing the public of the promises made and whom they can complain to and seek redress from in case of non-delivery. In line with administrative accountability and transparency, departments, agencies and local authorities should act on public complaints published in newspapers. Public complaints published in the print media provide feedback to the authorities. Departments, agencies and local authorities must always be sensitive to complaints or suggestions about their departments and take action. The prime minister has emphasised fighting graft and improving service delivery. It is time for the government to upgrade its Public Complaints Bureau. Citizens, too, have a role to play in the development of a quality service. By providing feedback and giving suggestions, they can improve the service delivery systems. As society progresses, people are more conscious of their rights and expect better performance from civil servants. My advice to civil servants is to achieve excellence in serving the nation.
By : TAN SRI LEE LAM THYE, Kuala Lumpur; nst online.
