Tan Sri Mohd Sidek Hassan

At Your Serviceministries and departments serving the public, call for the highest attention toquality of service rendered.Our customer satisfaction journey begins with our due engagement from the onsetof a project right to the very end to meet all due expectations. The satisfaction ofthe public, the ultimate users of public facilities remains our main concern.Public grievances and complaints on the department’s services are now seriouslyaddressed. The department has established a one-stop centre to receive publicfeedback which can be forwarded to aduan@jkr.gov.my or SMS at DAPAT(32728).Public complaints directed at JKR are predominantly on issues of safety andquality of public facilities. Where quality is concerned, independent checks atconstruction sites are conducted by experts to ensure that there is no compromiseon quality.Completed projects will be issued certificateof completion and accepted for use only ifthey meet a stringent acceptance criteria.Maintenance contractors of public facilitiesare expected to meet with their KPIs or elsepenalty will be imposed.To ensure that we can deliver as promised, both in project and asset management,we need the right people at the right place. This can be achieved by increasing staffcompetencies continually. One of our initiatives to elevate the competencies of JKRprofessionals in managing projects is by collaborating with an international body(Australian Institute of Project Management), to train and accredit our professionalsas Certified Project Managers.In addition, technical and management training are continuously held throughoutthe year where all staff are required to undergo at least a total of seven daystraining annually. The department has also collaborated with local higher learninginstitutions to produce experts in asset management. Project delivery on timeremains the essence to our delivery with quality. One of the drastic steps taken is to70