Menangani Persepsi Negatif Masyarakat Terhadap Perkhidmatan Awam

Integrity of Civil Servants from the Perspective of Consumers

UNITED NATIONS GUIDELINES TO CONSUMER PROTECTION Consumer Rights Representation Redress Healthy Environment Education Right to Basic Needs Safety Information Choice UNITED NATIONS GUIDELINES TO CONSUMER PROTECTION

Consumers and Public Service Government policies Housing/healthcare/cost of living Relationship with consumers (and civil servants) Counter services Local government Issues and complaints

Public Transport

Common Perceptions of Consumers Corrupt practices Profiteering Abuse of power Non-compliance of road rules Non-compliance Parking Queuing Bus safety Dengue/Zika

Whose public service? Rakyat or politicians Citizen engagement Sense of ownership

Why public services? Safety and progress Good for everyone as a whole Level playing field Equal access Distribution of benefits Spain?

What consumers/public want? Public goods Access to benefits Local involvement Improve delivery of public services Strengthen corporate governance and ethics Curb Corruption Curb Mismanagement and abuse of power

4 Principles for a Better Public Sector (McKinsey Report, 2013) Better evidence for decision-making Greater engagement and empowerment of citizens Investments in expertise and skill-building Closer collaboration with the private and social sectors

People’s priorities for public service Good standard of services available Fairness but also greater help for those in need Delivery timeliness Information provision Professionalism and staff attitude More local control Accountability Government to take lead Government – a supportive role More say – but less involved Source: What do people want, need and expect from public services 2010 (2020 Public Services Trust)

Citizenship role in public service Pawn or commanding queen Flexible and context-specific relationship with the government More local

Local Government (Goh Ban Lee, 2016) Accountability Transparency Rule of Law

Complaints against the public service sector

Consumer’s Expectations Ideal Expectations or Desires “Should Expectations Experience Based Norms Acceptable Expectations Minimum Tolerable Expectations

Customer Satisfaction Comparison Expectations of response Perceived Response Is there a significant discrepancy? File – French p. 7 Complaints Satisfaction?

What does an increase in complaints mean What does an increase in complaints mean? Implications for Politics, Business, Government More educated and mobile Greater access to information Internet Greater ease of communication Social media Less “controlled” to traditions and the past “Me” Generation – wants things NOW Not tied to any ideology/products/services Work/politics/products Move on

4 Dimensions of Satisfaction Accessibility Quality of the Interaction Friendliness Empathy/understanding Effort/helpfulness Initiative Reliability Reaction Speed Appropriateness/Fairness of Result File – French – p. 8

Improve Systems Eliminate Leakages Perceptions and Reality