SEBERANG JAYA: The Road Transport Department (JPJ) will implement four immediate measures to further enhance service delivery at all counters nationwide with the aim to reduce congestion and waiting times.
RTD director-general Datuk Aedy Fadly Ramli said these measures would be implemented in stages beginning Monday.
He said the measures included deploying JPJ Assist officers to assist customers with transactions that could be completed online, encouraging online renewal of driving licence and road tax, enhancing the JPJeQ System and amending the standard operating procedure for vehicle and driver licencing transactions that involve physical documents/forms.
"We will implement these measures immediately, in stages, starting from Monday.
"I will discuss with all state directors today to see how best to implement the measures in their respective states," he told newsmen after a working visit to the state RTD here today.
The four immediate measures followed a visit by the Chief Secretary to the Government Datuk Seri Shamsul Azri Abu Bakar to the RTD counter in Galeria, Putrajaya on Monday to observe the operations and services.
Aedy said, following the visit, there were several issues that RTD needed to address, particularly with regard to the improvement of service delivery at RTD counters to reduce congestion and waiting times.
"We view these issues seriously, and in response, we implement the four immediate measures to address the issues faced by customers and improve on our services at counters nationwide.
"We hope that these improvements will reduce congestion and waiting times at RTD counters and provide better services to our customers.
"We are committed to delivering customer-friendly and efficient services to ensure the well-being and comfort of the public, in line with the Prime Minister's goal of public service reform to ensure excellence in public service delivery," he added.
Elaborating on the measures, Aedy said JPJ Assist officers would be deployed to assist customers with transactions that could be completed online.
He said these officers would interact with customers waiting in line to determine their transactions.
"If a transaction can be done online, the officers will guide the customers, allowing them to avoid queuing for a number and dealing with the counter.
"Similarly, we also encourage customers to renew their driving licence and road tax online through the MyJPJ app and the mySIKAP portal," he said.
He said they would also enhance the JPJeQ system to allow customers to obtain queue numbers through QR code scanning.
He said the customers could be at any location while waiting for their turn.
He said the customers would receive real-time notifications about their queue status on their smartphones.
"Finally, we will also amend the standard operating procedure for vehicle and driver licensing transactions that involve physical documents/forms to be replaced with e-documents/e-forms that customers can complete before visiting the RTD counter.
"We realise there are too many manual forms and we are looking to introduce e-forms. This will save time," he said.
Aedy, however, said for transactions requiring biometrics, customers would still need to be present physically for now.