PETALING JAYA: The thought of having to go to a government office, to most people, is rather unappealing as images of long queue and poor service come to mind.
But there have been positive accounts as well.
Businessman Musen Liew, 37, shared his experience of having to go to a police station in Penang several months ago when he brought his relative to lodge a report regarding an incident at her house.
The entire process, he said, was smooth sailing.
“My relative was not familiar with the procedures, so a police officer at the counter patiently guided her through the process,” he said.
The officer, he said, even followed up with his relative until the case was settled.
Liew said he hoped the government would recognise civil servants who excelled at their work as a way to motivate them.
Contractor K. Bala, 43, who recently renewed his driving licence and road tax, said he had a smooth experience despite initial difficulties using the JPJeQ app.
He said that officers at the Road Transport Department helped him navigate the app to get a queue number.
“I wasn’t aware of the app until I saw a notice near the entrance.
“An officer swiftly came up to me and assisted me,” said Bala, who is from Kelana Jaya, Selangor.
Bala was also of the view that the use of technology would cut down some steps and allow transparency in public services.
Commenting on recent cases concerning the integrity of civil servants, he said people should be mindful not to paint the entire public service with the same brush.
He lauded the government’s prompt actions to rectify issues by ordering investigations and holding the perpetrators accountable.
“It is time for the civil servants to regain respect from the public. Eradicating corruption in the system would help tremendously,” Bala added.
Social media specialist Vivien Lim, 25 said she was touched by the kind gesture of an Immigration officer at UTC Kuala Lumpur (Pudu Sentral) where she renewed her passport recently.
Lim said the officer on duty had provided a seat for her mother so that the elderly woman would be comfortable while waiting for her turn.
“It was a simple gesture but I was glad to receive such hospitality. This kind of attentiveness is something that all public servants should emulate. It makes people like my mother feel appreciated,” Lim said.
Acknowledging negative reports about public servants, Lim however said: “I’m grateful for the professionalism and the dedication by the rest of the officers who have really been working for the people.”
Homemaker S. Thangarani, 55, observed that the separate counters at government offices have helped improve efficiency.
Citing her experiences at departments such as Immigration, National Registration, and Road and Transport, she said the present chain of operation had allowed a more seamless flow.
“When you go to these departments, you are given a number, then they ask for the documents, either your passport, identity card or licence. The officers then proceed to take down your details.
“Then they call you to take pictures according to specifications. This is a crucial change many have not noticed because previously we had to bring our own, which posed a lot of issues.
“Now they do it for you based on the requirement, so it makes life easier for both the applicant and officers. This is followed by the payment and lastly, the collection,” she said.
Thangarani added that the various counters catering to different requirements meant that overcrowding was minimised.
