The recent salary increases aimed at motivating civil servants and improving service delivery does not appear to have produced the desired, immediate results. A surprise visit to the JPJ office in Putrajaya by Chief Secretary to the Government, Shamsul Azri Abu Bakar, revealed persistent issues within the civil service. Despite discussions with the JPJ Director-General to reduce waiting times, no immediate action was taken, which is particularly concerning given that these delays seem to be systemic rather than caused by high customer volume.

It is crucial to tackle the culture of complacency within the civil service. While not all civil servants are complacent or conform to it and most are dedicated to public needs, without strong accountability measures, there is little motivation for improvement. Civil servants should be held responsible for their actions, and better time management practices must be enforced through structured schedules and regular monitoring.

Prime Minister Datuk Seri Anwar Ibrahim has stressed the need for civil servants to demonstrate greater professionalism and charisma while expediting necessary reforms. Negative public perceptions, which can spread quickly, risk undermining the intended benefits of salary increases and other improvements. Therefore, targeted solutions are essential to effectively address these ongoing issues.

A troubling trend of broken office chairs and unreliable online services at agencies like JPJ highlights the urgent need for improvements in infrastructure and accessibility. Allocating funds to resolve these problems is crucial, as long wait times in poor conditions only increase public dissatisfaction.

There is also the issue where citizens often hesitate to complain about poor service on-site, fearing further delays. Instead, they turn to social media after completing their services, which leads to a cycle of negative viral videos that undermines and tears down civil servants. This underscores the need for a transparent and fair complaint system where issues can be raised without fear of retribution to maintain fairness among the relationship between civil servants and Malaysia’s citizens.

Ultimately, resolving these problems requires engaging with civil servants directly, encouraging them to suggest improvements in their workflows and processes. By fostering an environment where innovation and efficiency are rewarded, employees will feel empowered to contribute to meaningful change, leading to a more responsive and effective civil service; but we must take care to maintain and enforce strict policies and systems to address and prevent ineffective practices.

Saw Yee Fung
MCA Youth Secretary General

3 September 2024 

-MCA Comm-