Tan Sri Mohd Sidek Hassan

At Your Serviceentrusted to spearhead public sector modernisation, has started to implementa comprehensive approach with other agencies to transform the way we think,operate and offer our services.They encompass initiatives in five strategic areas. We expect agencies to havegood-to-great customer insight to ensure we deliver impactful customised service.In short, service can no longer be seen and offered through a blinkered worldview.In driving the culture of service, we have placed importance in monitoringcustomersatisfaction and evaluating outcome levels. A key measure here is to encouragecustomer feedback and complaints using a wide range of tools, including e-mail,media comments, surveys and focus groups.This ensures agencies have precise and measurable standards in their client’scharters and take measures to monitor key standards and performance targets.The public service has placed much importance in customer-focused measures.In the area of customer complaints, forinstance, no less than the deputy secretarygeneralof a ministry or deputy directorgeneralof a department is tasked to overseethe management of public complaints.Government agencies need to start sharingperformance standards with their customers.They must state their commitment to meeting customer needs, and deliver ontheir promises on timeliness and quality of customer service. This ultimately is thetest to service rendered.Agencies have begun publishing the performance of service standards on theirwebsites. In evaluating service performance, plans are under way to implemente-rating to enable customers to provide an immediate assessment of the qualityof frontline services.90