Answer for Oral Question PL238

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📖 Reading time: 5 minutes
📊 Word count: 818 words

YANG BERHORMAT PEHIN ORANG KAYA LAILA SETIA DATO SERI SETIA AWANG HAJI ABD. RAHMAN BIN HAJI IBRAHIM

QUESTION:

YANG BERHORMAT PEHIN ORANG KAYA LAILA SETIA DATO SERI SETIA AWANG HAJI ABD. RAHMAN BIN HAJI IBRAHIM asks the MINISTER IN THE PRIME MINISTER'S OFFICE to state what are the targets (KPIs) and monitoring system of the Pemedulian Program introduced by the Management Services Department to enhance public service productivity? What strict actions will be taken against staff who neglect their duties, especially on issues of delayed processes and services by government agencies?

YANG BERHORMAT MINISTER IN THE PRIME MINISTER'S OFFICE

ANSWER:

Thank you, Yang Berhormat Yang Di-Pertua

بسم الله الرحمن الرحيم
السلام عليكم ورحمة الله وبركاته

i. First of all, Kaola would like to thank Yang Berhormat Pehin Orang Kaya Laila Setia Dato Seri Setia Awang Haji Abd. Rahman bin Haji Ibrahim for the question regarding the targets (KPIs) and monitoring system of the Pemedulian Program introduced by the Management Services Department to enhance public service productivity and the strict actions that will be taken against staff who neglect their duties, especially on issues of delayed processes and services by government agencies.

ii. Alongside technological advancements and the continuous efforts of the Government in enhancing a responsive and customer-friendly public service delivery, the Management Services Department (MSD) under the Prime Minister's Office, in collaboration with the e-Government National Centre (EGNC), Ministry of Transport and Infocommunications, has introduced a new initiative known as 'Pemedulian Perkhidmatan Awam', abbreviated as ‘Pemedulian’.

iii. Pemedulian is an online public feedback system replacing the Customer Focus Survey (KSTP) in Public Service. The Pemedulian approach is data-driven and based on customer experience using standard survey questions suitable for use by all government agencies.

iv. Starting on July 5th, 2025, the public is encouraged to assess the satisfaction levels with services provided by government agencies by capturing a QR code displayed at the involved government agencies or via a link after conducting online transactions. The QR codes for the involved government agencies can also be obtained by visiting the MSD website, www.msd.gov.bn.

v. The implementation of Pemedulian will be carried out in stages according to three (3) main phases. The first phase involves MSD and government agencies identified as having frequent public interactions, totaling 26 agencies. The second phase extends to agencies evaluated through the Public Sector Performance Grading Program (3PSA) via Star Ratings; and finally, the third phase involves comprehensive implementation across all government agencies.

vi. The five (5) main evaluation criteria of Pemedulian to assess service delivery through various platforms (physical and online) are:

1. Ease of obtaining information: Relevant, transparent, and easily accessible information;

2. Meeting promised timelines: Public satisfaction with the accuracy of the Public Commitment Initiative (TPOR);

3. Ethics and service: Agencies demonstrate professional work ethics and provide friendly service to customers;

4. Quality of products and services: Service delivery that is simple, reliable, efficient, and responsive; and

5. Current experience: Comparative evaluation of current experiences with previous experiences regarding the same service.

vii. This platform will encourage government agencies to act more proactively and responsively to public feedback. It also enables continuous Monitoring and Evaluation (M&E) and the generation of online, automated, and prompt customer satisfaction achievement reports.

viii. The effectiveness of Pemedulian implementation will be measured through Key Performance Indicators (KPIs), namely “the percentage of customer satisfaction for each involved agency”. This KPI setting has been made an ownership and accountability for the performance achievement of each Department starting from the Financial Year 2024/2025. In this regard, the KPI target for the Financial Year 2025/2026 is 84%. Shared are previous KPI targets and achievements showing consistent performance. For the Financial Year 2021/2022 and Financial Year 2022/2023, the target of 80% was achieved with attainment of 84.0% and 80.8%. The Financial Year 2023/2024 recorded 81.5% compared to a target of 82%. For 2024/2025, the pemedulian system is still under development. Meanwhile, the targets for the Financial Year 2025/2026 and 2026/2027 were respectively increased to 84% and 86%, as a continuous commitment towards improving the performance of government organizations.

ix. To address the issue of process delays and service quality caused by public officers who neglect their duties or are inefficient, some of the actions that can be taken include internal administrative mitigating steps such as: reevaluation of work processes to identify bottlenecks and streamline procedures; utilization of automated systems and optimizing the use of digital platforms; reassignment or replacement of frontline officers who do not demonstrate satisfactory performance; and providing counseling and phased monitoring of officers who need performance improvement. In cases of serious or repeated negligence by any officer and staff, strict actions may be taken as stipulated under the General Orders of the Public Service of Brunei Darussalam, specifically in disciplinary aspects, such as issued written warnings and other suitable measures. This approach aims to ensure responsive, efficient, and integral public service delivery and assure accountability among public servants.

That is all Kaola can convey. Thank you.