I refer to the letter from the Public Service Department Director-General (PSD D-G), Datuk Seri Mohd Shafiq Abdullah, to the secretaries-general of all Malaysian ministries.
In that letter, he said that every public servant must be positive upon receiving views, suggestions or criticism from any stakeholder to improve the delivery of public service. ("PSD issues reminder on discipline", NST, Aug 11.)
"A public official should show a responsive attitude towards feedback and complaints made by public services customers" he added.
I couldn't agree with him more.
We hear of complaints and grievances by the public on the inefficiency, indifference and lack of courtesy of staff in certain government departments and agencies via 'Letters to the Editor' and through social media — almost on a daily basis.
But, there is hardly any sound or response from the public servants. We are ignored. Why?
Extracts of complaints are sometimes widely circulated through WhatsApp. Yet, we don't hear of any response from the relevant department.
Are the civil servants and officials oblivious to these complaints or just couldn't care less?
We, the rakyat, as tax payers and the major stakeholders of the public service certainly deserve better. Why are our views, feedback and grievances disregarded or not heeded?
Hopefully, the D-G will go one step further by directing all ministries and departments to respond to every single letter and complaint they get from the public in all media, in an effort to protect the good name of the civil service.
This practice was in force during the tenure of the former Chief Secretary to the Government, Tan Sri Mohd Sidek Hassan.
Dr Pola Singh
Kuala Lumpur
