The Management Services Department (MSD) at the Prime Minister’s Office has implemented the Public Service Awareness initiative since July 2025. The initiative involves public participation in assessing the quality of service delivery by government agencies based on user experience, said Minister at the Prime Minister’s Office and Minister of Defence II Yang Berhormat Pehin Datu Lailaraja Major General (Rtd) Dato Paduka Seri Haji Awang Halbi bin Haji Mohd Yussof.
The minister said this on the ninth day of the First Meeting of the 22nd Session of the Legislative Council (LegCo) in response to questions raised by LegCo member Yang Berhormat Pehin Indera Pahlawan Dato Seri Setia Awang Haji Suyoi bin Haji Osman regarding any studies on the improvement of public service quality involving the public in terms of the embracing and use of digital transformation in public services.
The evaluation, he outlined “focuses on five criteria, namely easy access to information; meeting promised deadlines; ethics and service; quality of products and services; and recent experience”.
The initiative, he added, “also generates data to assess customer satisfaction for services received either online or at counters. As of February 2026, respondents have recorded an 84.4 per cent satisfaction rate”.
Meanwhile, “79.2 per cent of respondents have expressed satisfaction with online service delivery. This achievement will serve as a baseline for evaluating further improvements in customer satisfaction with online service delivery,” Yang Berhormat Pehin Datu Lailaraja Major General (Rtd) Dato Paduka Seri Haji Awang Halbi said.
Moving forward, he shared, “the government, through a whole-of-government approach led by the National e-Government centre, Ministry of Transport and Infocommunications, will continue to collaborate with MSD and the IPA to promote and mandate the Business Process Improvement (BPI) approach for all services to be digitalised. This approach aims to make a more focused and integrated assessment of the adoption and effectiveness of digital services, in line with the efforts to transform public services to be more efficient, impactful, and citizen-centric”.
(news source: Borneo Bulletin; pic source: Info Foto, Jabatan Penerangan)
