CHIEF Secretary to the Government Tan Sri Shamsul Azri Abu Bakar has called for immediate improvements in service efficiency at several government agencies operating at the Urban Transformation Centre (UTC) Kuantan.
His remarks follow a surprise visit to the Road Transport Department (JPJ), National Registration Department (JPN), and the Immigration Department, where he observed the challenges faced by customers and staff.
Shamsul Azri shared a 1-minute, 52-second video on Facebook last night, where he highlighted key areas in need of enhancement after his visit.
He pointed out that the JPJ counter, in particular, was experiencing significant congestion due to a large number of people renewing their road tax.
"Many people from Kelantan and Terengganu, particularly from Kemaman, come to UTC Kuantan for services. One improvement could be adding more chairs, as some individuals have to stand for 45 minutes to an hour," he said.
The Chief Secretary also recommended the addition of extra kiosks to manage the flow of visitors.
"We should add another kiosk for road tax renewals. When asked, people said they had to wait about an hour. In just three hours, over 300 visitors came through, with each counter handling an average of 80 people," he explained in the video.
During his visit, Shamsul Azri took immediate action, reaching out directly to the relevant authorities to bring attention to the issues.
He commended the staff for their dedication but emphasized the need for quick action to address customer satisfaction.
"Following this, I immediately contacted the relevant authorities to inform them, and I received a report this evening confirming that immediate action has been taken," he said.
The video received over 1,000 likes on Facebook, with many users expressing appreciation for Shamsul Azri’s proactive efforts to improve public services and calling for similar initiatives in the future.
Ensuring Better Service for the Public
The unannounced visit also extended to the Pekan District Police Headquarters, where Shamsul Azri was briefed by Pekan police chief Supt. Mohd Zaidi Mat Zin.
During the briefing, the police chief raised concerns regarding the welfare of officers and the urgent need for upgrading both quarters and office spaces.
Shamsul Azri assured that he would take up these matters with the relevant authorities to enhance security services and maintain public trust.
"I will raise these matters with the relevant authorities to ensure security services are enhanced and continue to earn public trust," he said.
In addition to his visits to UTC Kuantan and the Pekan police headquarters, Shamsul Azri also shared on Facebook his involvement in the Santuni MADANI programme, which was launched by Prime Minister Datuk Seri Anwar Ibrahim.
As part of this initiative, he visited the site of a roof repair project for an elderly resident and personally distributed essential items to support the community.
Shamsul Azri’s surprise visits reflect his ongoing commitment to improving the quality and accessibility of government services, as well as his dedication to ensuring that the public’s needs are met efficiently and effectively.
Immediate action taken following surprise visit to UTC Kuantan
In the latest development, Shamsul Azri praised the quick response by various parties, particularly the Road Transport Department (JPJ), after his surprise visit to UTC Kuantan yesterday.
During the visit, he identified the need for more seating for visitors, and action was promptly taken to address the issue.
"Seats for the comfort of visitors were immediately added yesterday at 12:50 PM. The readiness to act swiftly in addressing the concerns raised demonstrates the commitment of public servants to provide the best services to the people," Shamsul Azri stated in a Facebook post earlier today.
The post, which highlighted the efficiency of the authorities in responding to the problem, was met with positive feedback from Facebook users.
Many expressed their hope that department heads across the public service could follow the example set by Shamsul Azri and the proactive actions of the Chief Secretary to the Government, ultimately improving public service for the benefit of citizens.
"Congratulations to everyone, and let's always strive to improve together,” he added, congratulating all involved and encouraging continuous improvement in public services. – March 9, 2025
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