1. Menangani Persepsi Negatif Masyarakat Terhadap Perkhidmatan Awam

2. Integrity of Civil Servants from the Perspective of Consumers

3. 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

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

8. Public Transport

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

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

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

13. 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

14. 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

15. 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)

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

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

20. Complaints against the public service sector

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

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

23. 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

24. 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

27. Improve Systems Eliminate Leakages
Perceptions and Reality