Answer to Oral Question PL238

QUESTION

Yang Berhormat Pehin Orang Kaya Laila Setia Dato Seri Setia Awang Haji Abd. Rahman bin Haji Ibrahim

YANG BERHORMAT PEHIN ORANG KAYA LAILA SETIA DATO SERI SETIA AWANG HAJI ABD. RAHMAN BIN HAJI IBRAHIM asks MENTERI DI JABATAN PERDANA MENTERI to state what are the targets (KPIs) and monitoring system of the Program Pemedulian that has been introduced by the Management Services Department to improve the productivity of the public service? What stern action will be taken against staff who neglect their duties, especially regarding delays in processes and the services of government agencies?

ANSWER

Yang Berhormat Menteri di Jabatan Perdana Menteri

Thank you Yang Berhormat Yang Di-Pertua.

In the name of Allah, the Most Gracious, the Most Merciful. Peace be upon you and Allah's mercy and blessings.

i. Kaola would first like to express appreciation to 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 Program Pemedulian that has been introduced by the Management Services Department to improve the productivity of the public service and the stern action that will be taken against staff who neglect their duties, especially regarding delays in processes and the services of government agencies.

ii. In line with technological progress and the Government's continuous efforts in improving the delivery of public services that are responsive and customer-friendly, the Management Services Department (MSD), 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", in short "Pemedulian".

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

iv. Beginning on 05 July 2025, the public is welcome to assess their level of satisfaction with services provided by the involved government agencies by scanning the QR code displayed at the relevant Government agencies or through the link after dealing online. The QR codes of 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 extensive dealings with the public, namely 26 agencies. The second phase is expanded to agencies that have been assessed through the Public Sector Performance Grading Programme (3PSA) through the Star Rating; and finally, the third phase is the full implementation across all government agencies.

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

1. Easy to obtain information: relevant, transparent and easily accessible information;
2. Meeting the promised timeframe: public satisfaction with the timeliness of Tekad Pemedulian Orang Ramai (TPOR);
3. Ethics and service: agencies demonstrate professional work ethics as well as friendly service to customers;
4. Quality of products and services: service delivery that is easy, reliable, efficient and responsive; and
5. Current experience: comparative assessment of the current experience with previous experience of the same service.

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

viii. The effectiveness of the implementation of Pemedulian will be measured through the Key Performance Indicator (KPI), namely the "percentage of customer satisfaction for each involved agency". The setting of this KPI has been made the ownership and accountability for the performance achievement of each department beginning Financial Year 2024/2025. In this regard, the KPI target for Financial Year 2025/2026 is 84%. Shared here are previous KPI targets and achievements that show consistent performance. For Financial Year 2021/2022 and Financial Year 2022/2023, the 80% target was achieved with accomplishments of 84.0% and 80.8%. Financial Year 2023/2024 recorded 81.5% compared to the target of 82%. For 2024/2025, the Pemedulian system is still under development. Meanwhile, the targets for Financial Year 2025/2026 and 2026/2027 have respectively been increased to 84% and 86%, as a continuous commitment towards improving the performance of government organisations.

ix. To address the issue of process delays and the quality of service caused by public officers neglecting their duties or being inefficient, among the forms of action that may be taken include internal administrative mitigation measures such as: reassessing work processes to identify bottlenecks and streamline procedures; using automated systems and optimising the use of digital platforms; redeploying or replacing frontline officers who do not show satisfactory performance; as well as providing counselling and phased monitoring for officers who require performance improvement. If there is serious or repeated negligence by an officer or staff member, stern action may be taken subject to the Perintah-Perintah Am (General Orders) of the Brunei Darussalam Public Service, particularly in disciplinary aspects, such as being given a written warning and other appropriate measures. This approach is intended to ensure public service delivery that is responsive, efficient and with integrity, as well as to ensure accountability among public officers.

That is all that kaola can convey. Thank you.