Tuesday May 5, 2009
Public satisfaction should be yardstick for KPI, says Najib
KPI indicators for public satisfaction
PUTRAJAYA: Public satisfaction should be the yardstick to measure Key Performance Indicators in the public sector, proposed Prime Minister Datuk Seri Najib Tun Razak.
Government administrative officers and public servants tend to forget that public satisfaction was the main aspect to analyse their performance, he said, urging civil servants to treat their relationship with the public as a covenant that ensures commitment to provide better service.
Time to meet: Najib arriving for the Prime Minister’s Department monthly gathering at Dataran Putra in Putrajaya yesterday. On his right is Muhyiddin. Najib said it was important to ensure good service as people would only back the Government if they were satisfied with the services they got and it was up to the public servants to provide this.
“Public servants must use public satisfaction as a yardstick in measuring the level of their efficiency and not just look at the qualitative and quantitative values attributed to their work,” he said.
He said civil servants would also have to adopt innovative and creative approaches to problem-solving to ensure an increasing level of efficiency in the public sector, especially as the nation moved closer towards developed nation status.
“If we can tie productivity with innovation and creativity, the improvements in problem solving will see a quantum leap instead of just being incremental,” he said when addressing staff of the Prime Minister’s Department for the first time during the monthly gathering here yesterday.
Najib said Deputy Prime Minister Tan Sri Muhyiddin Yassin, who is also Education Minister, showed seriousness in wanting to create a work culture through innovative and creative approaches by introducing the concept in schools.
Najib also said that the relationship between the government administration and public servants should not be limited to the former giving orders and the latter carrying them out.
Public servants, he said, have to be committed in their work and serve loyally while the government administration must ensure that the welfare and interests of public servants are taken care of.
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