CHIEF Secretary to the Government Tan Sri Shamsul Azri Abu Bakar has urged federal and state administrations to expand the adoption of the Respon Rakyat (RR) mobile application to ensure public feedback channels are more inclusive, swift, and accessible.
Speaking at the Public Complaints Management Oversight Rating Appreciation Ceremony for state secretary managements today, Shamsul Azri highlighted that the initiative aligns with Malaysia's broader digitalization agenda and serves as a vital supporting platform for the Public Complaints Management System (SISPAA).
“Must fully utilize all information and data gathered through the SISPAA system and the Respon Rakyat application. We should leverage feedback to study trends in the issues faced by the public, thereby formulating new solutions,” he said during his address.
“We should not turn complainants away or distance ourselves under the pretext that an issue falls outside our scope of authority. We must always maintain empathy when delivering services, as this is the core of ensuring continuous good governance within organizations,” he added.
Organized by the Public Complaints Bureau (BPA) under the Prime Minister's Department, the ceremony recognized several state administrations. State secretaries from Selangor, Perak, Melaka, Sarawak, and Kedah received seven-star ratings, while Pahang, Penang, Negeri Sembilan, and Kelantan secured six-star ratings. Terengganu, Sabah, Johor, and Perlis received five-star ratings.
Shamsul Azri cautioned government agencies against complacency following a single resolution of an issue.
“We must also avoid adopting a continuous firefighting approach or relying on temporary emergency measures to solve problems. If complaints recur in the same area, it is a clear signal that there are loopholes in our service delivery system,” he warned.
Touching on the Reform Bureaucracy initiative (RKB), Shamsul Azri revealed that out of 1,582 registered projects, 496 have been completed, generating compliance cost savings of RM3.21 billion for the government.
He also provided updates on paperless public service directives introduced earlier this year, noting significant progress toward sustainability and efficiency goals.
“I also directed the implementation of paperless initiatives in February this year. In August alone, we successfully saved 123,325 reams of paper, equivalent to RM1.48 million. Between May and August, cumulative savings reached 482,940 reams of paper, valued at RM5.79 million,” he said.
Shamsul Azri noted that these efforts reinforce the Malaysia Madani vision and the Public Service Reform Agenda (ARPA), prioritizing swift action, public welfare, empathy, trust, and innovation in administration. - October 1, 2026
