KUALA LUMPUR: All government department heads should conduct spot checks to observe the implementation of work by their subordinates to ensure that no negative practices occur within their respective departments, said
Public Service Department (PSD) director-general (DG) Datuk Seri Wan Ahmad Dahlan Abdul Aziz.
He said that this will ensure that the public service remains efficient, relevant and effective, while delivery remains at the optimum level.
Besides that, this will also ensure public servants manage their working hours, are physically present at the workplace, do not engage in social media or play online games while working, or leave the office for personal matters during working hours.
"All department heads are required to submit reports on the results of the spot checks to his office in June and December each year.
"The submitted reports should contain information on the date of the spot check, the findings of the visit, and the improvement/preventive actions taken," he said in the statement.
He said the need for public servants to practise quality and customer-sensitive counter management, with prompt action to be taken against officers who do not adhere to proper ethics.
"The counter service should be facilitative, of high quality, and customer-friendly.
"Proactive measures should also be taken in managing human resources at the counter effectively and ensuring that counters are opened to the maximum extent, especially during peak hours.
"Customer satisfaction assessments should be conducted and analysed periodically to measure the effectiveness of the services provided so that continuous improvements can be implemented," he said.
He said department heads also need to review and improve work processes, as well as consider providing fully online services.
Meanwhile, Wan Ahmad said that delivering citizen-centric services can enhance the value-added of service delivery and increase public trust in the government administration machinery.
He said that these actions are in line with the encouragement for civil servants to adapt to current changes, as outlined in the Great Civil Service aspirations and the Malaysia Madani concept.
"In this regard, civil servants should apply the principle of H.E.M.A.T which stands for 'Hijrah Governance', 'Empathy for the People', 'Cultivating Minds', 'Appreciating Innovation', and 'Transparent Administration'.
"In general, this principle requires civil servants to courageously migrate in line with the demands of current changes," he said.