Sunday April 19, 2009
More feedback, less graft
OPENING up more channels for feedback and reducing opportunities for corruption will be the agenda for the Road Transport Department (JPJ).
Transport Minister Datuk Seri Ong Tee Keat says the new channels include a Stakeholders’ Panel (SP) and a special call centre to cater for transport-related complaints.
Ong adds that SP would provide a platform for discussions to take place among parties that play a role in the transport industry.
“Right now, it is all ad-hoc. Maybe the JPJ director-general will get an SMS with a suggestion or I will get a call with another suggestion. But we now want it to be more systematic.
“If there is a recurring problem, then a solution must be found,” he shares with The Star in a recent interview.
Ong says the SP would also be a way for the industry to give feedback on “little Napoleans” in the JPJ who are interpreting and enforcing rules in whichever way they want.
As for the special call centre, Ong says that it would be able to cater for a variety of languages and operate for long hours.
“It will not just be a 9am to 5pm hotline. We want a mechanism that would be able to answer and address every question or complaint that is posed by callers.”
Asked when this call centre would be ready, he says the Government is currently discussing the financial implications.
Ong admits that some of JPJ’s core functions, such as the driving test and enforcement, are susceptible to graft which he attributes to internal resistance to change.
“But we are determined to push for change. We know, for example, that the runner system is something that is entrenched and it puts off a lot of people.
“This is why we have to aggressively promote e-services to reduce the opportunities for exploitation.”
Ong adds that this means moving more of JPJ’s core functions online and making sure that service providers do not monopolise the industry.
“Competition is good, starting with quality service at a reasonable price. It will also offer customers more choices.”
The minister says this was why he had opened up the online road tax application service to a total of four companies now and that his ministry would ensure that all players were given a level playing field to operate.
“As for enforcement, the Automated Enforcement System will be implemented soon. We are now at the stage of a special panel discussing how it would be financed,” he adds.
Related stories:
Cleaning up JPJ’s act
Positive response from industry players and motorists
News Poll
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