IN line with the call by the chief secretary to the government to reduce red tape and improve administrative efficiency in all government sectors, all department and agency heads should monitor the implementation of their clients’ charters to ensure efficient service delivery.

The clients’ charter set out the objectives and targets of a particular department and how long it will take to deliver a service.

Department heads must ensure that the promises made are fulfilled. Introducing clients’ charters is one thing, ensuring that they work effectively is another.

I wish to suggest that clients’ charters be prominently displayed at service counters of all public authorities, informing the public of the promises made and who they can seek redress from if these promises are not kept.

In line with administrative accountability and transparency, departments, agencies and local authorities should act on public complaints published in newspapers.

All departments, agencies and local authorities must always be sensitive to complaints or suggestions about their departments and take appropriate action.

Citizens have a role to play in the development of a quality service. By providing feedback and giving suggestions, they are working to improve the service delivery system.

As society progresses, the people are more conscious of their rights and expect better performance from civil servants.

My suggestion to civil servants is to walk the extra mile and strive towards achieving excellence in serving the nation.

The time has come for all departments, agencies and public authorities to strive for zero complaints.

TAN SRI LEE LAM THYE, Kuala Lumpur

Source: NST – August 8, 2008