malaysiangKOTA KINABALU, Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar has urged the Immigration Department (JIM) and National Registration Department (JPN) in Sabah to focus on improving the efficiency of their counter operation systems to enhance customer satisfaction.
He highlighted the matter after conducting a surprise visit to both departments here to observe daily operations and monitor counter readiness in service delivery.
Shamsul Azri found that the JIM counter system experienced prolonged downtime, resulting in users having to wait for extended periods, and directed the secretary-general of the Ministry of Home Affairs (KDN) to take immediate action regarding the issue.
“I have also requested the KDN secretary-general to review the organisational structure and propose a restructuring of positions within JIM to prioritise more efficient services,” he said in a post on his social media page today.
Besides that, Shamsul Azri informed the Sabah JPN director that the department’s counter s
ystem should give priority to pregnant mothers, senior citizens, persons with disabilities, and those with children under the age of two to expedite the registration process.
Shamsul Azri also noted that Sabah JPN had yet to utilise digital systems efficiently. During his brief visit, he managed to ask visitors about their waiting times and the quality of service received at both branches.
“Most were satisfied; however, issues such as waiting times, frequent system disruptions, and limited parking spaces were quite disappointing,” he said.
He also advised all personnel to do their best to ensure the quality and efficiency of public service delivery, while reminding those at entry points to never engage in corruption and smuggling activities.
“I will not hesitate to take stern action against any public servants involved in integrity issues and crimes of this nature,” he said, adding that public service reform is underway, and therefore, firmness in productivity and service to the people was crucial in effo
rts to uphold the welfare of public servants.
