Better service at the touch of a screen

KUALA LUMPUR: The Government plans to set up touch-screen interface counters at police stations nationwide to gather public feedback in efforts to improve the level of services by enquiry desk police officers.

Bukit Aman spokesman Deputy Supt Lee Fong Koi said public response during the trial run showed a preference for the touch-screen computers over using short message service (SMS) on mobile phones.

He also said that it is a matter of convenience for the public to be able to enter their ratings immediately while at the police station.

Hands-on approach: Lee displaying the touch-screen rating machines placed at counters of police stations in Selangor.

The Customer Service Rating was introduced in July this year as part of the Government Transformation Programme‘s (GTP) Crime National Key Results Area (NKRA), which enabled the public to rate police officers serving them at the front desk of police stations in Selangor with either the touch-screen device or through SMS.

Currently, there are 165 counters in 82 police stations across Selangor, which are assigned to handle crime related cases (not inclusive of traffic issues), that are participating in the initiative.

Officers are rated on a scale of one to four with four being the highest based on evaluations such as efficiency and service satisfaction.

Lee said officers who are found to consistently receive low ratings would be subjected to improvement and training programme.

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