<\/a>\ud835\ude00\ud835\uddee\ud835\uddfb (\ud835\udddc\ud835\uddd7\ud835\uddd8) mendedahkan bahawa hanya \ud835\udff2\ud835\udff1.\ud835\udfef% penjawat awam menyokong kepimpinan YAB Perdana Menteri Dato\u2019 Seri Anwar Ibrahim sehingga PRU 16 nanti. pentadbiran. Walaupun angka ini mewakili majoriti, \ud835\uddf6\ud835\uddee \ud835\uddfa\ud835\uddee\ud835\ude00\ud835\uddf6\ud835\uddf5 \ud835\uddff\ud835\uddf2\ud835\uddf9\ud835\uddee\ud835\ude01\ud835\uddf6\ud835\uddf3 \ud835\uddff\ud835\uddf2\ud835\uddfb\ud835\uddf1\ud835\uddee\ud835\uddf5 jika dibandingkan dengan pelbagai inisiatif reformasi dan kebajikan yang telah diberikan oleh kerajaan Madani kepada sektor ini. Data ini mencetuskan persoalan penting: \ud835\uddd4\ud835\uddfd\ud835\uddee\ud835\uddf8\ud835\uddee\ud835\uddf5 \ud835\uddef\ud835\uddf2\ud835\uddfb\ud835\uddee\ud835\uddff \ud835\uddfd\ud835\uddf2\ud835\uddff\ud835\uddf8\ud835\uddf5\ud835\uddf6\ud835\uddf1\ud835\uddfa\ud835\uddee\ud835\ude01\ud835\uddee\ud835\uddfb \ud835\uddee\ud835\ude04\ud835\uddee\ud835\uddfa \ud835\uddf8\ud835\uddf6\ud835\ude01\ud835\uddee \ud835\ude00\ud835\uddf2\ud835\ude01\ud835\uddf6\ud835\uddee \ud835\uddf1\ud835\uddee\ud835\uddfb \ud835\uddfd\ud835\uddff\ud835\uddfc\ud835\uddf3\ud835\uddf2\ud835\ude00\ud835\uddf6\ud835\uddfc\ud835\uddfb\ud835\uddee\ud835\uddf9? \ud835\uddd4\ud835\ude01\ud835\uddee\ud835\ude02 \ud835\ude04\ud835\ude02\ud835\uddf7\ud835\ude02\ud835\uddf1\ud835\uddfb\ud835\ude06\ud835\uddee \ud835\uddef\ud835\uddee\ud835\uddff\ud835\uddee\ud835\uddf5 ‘\ud835\uddf1\ud835\uddf2\ud835\uddf2\ud835\uddfd \ud835\ude00\ud835\ude01\ud835\uddee\ud835\ude01\ud835\uddf2’ \ud835\ude06\ud835\uddee\ud835\uddfb\ud835\uddf4 \ud835\uddfa\ud835\uddf2\ud835\uddfb\ud835\ude02\ud835\uddf9\ud835\uddee\ud835\uddff \ud835\ude00\ud835\uddf2\ud835\uddf0\ud835\uddee\ud835\uddff\ud835\uddee \ud835\ude00\ud835\uddf2\ud835\uddfb\ud835\ude06\ud835\uddee\ud835\uddfd?<\/p>\n\n\n\n\ud835\udfee. \ud835\udddc\ud835\udde6\ud835\udde8 \ud835\udde6\ud835\udde7\ud835\udde5\ud835\uddd4\ud835\udde7\ud835\uddd8\ud835\uddda\ud835\udddc\ud835\uddde<\/p>\n\n\n\n
1. Kesetiaan separa dan ragu-ragu di kalangan penjawat awam terhadap kerajaan semasa.
2. Wujud elemen dalaman yang pasif-agresif terhadap pelaksanaan dasar Madani.
3. Sistem penyampaian dasar terganggu akibat orientasi politik yang mendalam dalam jabatan.
4. Apakah mekanisme sistematik untuk mengukur dan memupuk kesetiaan institusi kepada kerajaan semasa?<\/p>\n\n\n\n
\u201c\ud835\udde3\ud835\uddf2\ud835\uddff\ud835\uddf8\ud835\uddf5\ud835\uddf6\ud835\uddf1\ud835\uddfa\ud835\uddee\ud835\ude01\ud835\uddee\ud835\uddfb \ud835\uddee\ud835\ude04\ud835\uddee\ud835\uddfa \ud835\uddfa\ud835\uddf2\ud835\ude00\ud835\ude01\ud835\uddf6 \ud835\ude00\ud835\uddf2\ud835\ude01\ud835\uddf6\ud835\uddee \ud835\uddf8\ud835\uddf2\ud835\uddfd\ud835\uddee\ud835\uddf1\ud835\uddee \ud835\uddf8\ud835\uddf2\ud835\uddff\ud835\uddee\ud835\uddf7\ud835\uddee\ud835\uddee\ud835\uddfb \ud835\ude06\ud835\uddee\ud835\uddfb\ud835\uddf4 \ud835\uddf1\ud835\uddf6\ud835\uddfd\ud835\uddf6\ud835\uddf9\ud835\uddf6\ud835\uddf5 \ud835\uddfc\ud835\uddf9\ud835\uddf2\ud835\uddf5 \ud835\uddff\ud835\uddee\ud835\uddf8\ud835\ude06\ud835\uddee\ud835\ude01 \u2013 \ud835\uddef\ud835\ude02\ud835\uddf8\ud835\uddee\ud835\uddfb \ud835\uddf8\ud835\uddf2\ud835\uddfd\ud835\uddee\ud835\uddf1\ud835\uddee \ud835\uddfd\ud835\uddee\ud835\uddff\ud835\ude01\ud835\uddf6, \ud835\uddef\ud835\ude02\ud835\uddf8\ud835\uddee\ud835\uddfb \ud835\uddf8\ud835\uddf2\ud835\uddfd\ud835\uddee\ud835\uddf1\ud835\uddee \ud835\uddf6\ud835\uddf1\ud835\uddf2\ud835\uddfc\ud835\uddf9\ud835\uddfc\ud835\uddf4\ud835\uddf6 \ud835\uddfd\ud835\uddf2\ud835\uddff\ud835\uddf6\ud835\uddef\ud835\uddee\ud835\uddf1\ud835\uddf6. \ud835\udde7\ud835\uddee\ud835\uddfb\ud835\uddfd\ud835\uddee \ud835\uddf8\ud835\uddf2\ud835\ude00\ud835\uddf2\ud835\ude01\ud835\uddf6\ud835\uddee\ud835\uddee\ud835\uddfb \ud835\uddf6\ud835\uddfb\ud835\ude00\ud835\ude01\ud835\uddf6\ud835\ude01\ud835\ude02\ud835\ude00\ud835\uddf6, \ud835\ude01\ud835\uddf6\ud835\uddf1\ud835\uddee\ud835\uddf8 \ud835\uddee\ud835\uddf8\ud835\uddee\ud835\uddfb \ud835\ude04\ud835\ude02\ud835\uddf7\ud835\ude02\ud835\uddf1 \ud835\uddfd\ud835\uddf2\ud835\uddfb\ud835\ude06\ud835\uddee\ud835\uddfa\ud835\uddfd\ud835\uddee\ud835\uddf6\ud835\uddee\ud835\uddfb \ud835\ude06\ud835\uddee\ud835\uddfb\ud835\uddf4 \ud835\uddf0\ud835\uddf2\ud835\uddf8\ud835\uddee\ud835\uddfd.\u201d<\/p>\n\n\n\n
\ud835\udfef. \ud835\udde5\ud835\udddc\ud835\udde6\ud835\udddc\ud835\uddde\ud835\udde2 \ud835\udddd\ud835\udddc\ud835\uddde\ud835\uddd4 \ud835\uddd7\ud835\udddc\ud835\uddd5\ud835\udddc\ud835\uddd4\ud835\udde5\ud835\uddde\ud835\uddd4\ud835\udde1<\/p>\n\n\n\n
\u2022 Sabotaj senyap dasar kerajaan melalui kelewatan, kecuaian atau penyampaian berat sebelah.
\u2022 Persepsi rakyat terhadap kelemahan kerajaan meningkat, walaupun dasar telah diperkenalkan dengan baik.
\u2022 Politik dalam jabatan mengganggu proses profesional dan meritokrasi.
\u2022 Kesan domino menjelang PRU: imej kerajaan akan dinilai melalui jentera awam, bukan hanya melalui media dan manifesto.<\/p>\n\n\n\n
\ud835\udff0. \ud835\udddb\ud835\uddd4\ud835\udde5\ud835\uddd4\ud835\udde3\ud835\uddd4\ud835\udde1 \ud835\udde5\ud835\uddd4\ud835\uddde\ud835\uddec\ud835\uddd4\ud835\udde7<\/p>\n\n\n\n
4.1. \ud835\ude4e\ud835\ude5a\ud835\ude65\ud835\ude56\ud835\ude69\ud835\ude6a\ud835\ude69\ud835\ude63\ud835\ude6e\ud835\ude56 \u2013 \ud835\ude4e\ud835\ude5e\ud835\ude68\ud835\ude69\ud835\ude5a\ud835\ude62 \ud835\ude47\ud835\ude5a\ud835\ude57\ud835\ude5e\ud835\ude5d \ud835\ude3e\ud835\ude5a\ud835\ude60\ud835\ude56\ud835\ude65 \ud835\ude59\ud835\ude56\ud835\ude63 \ud835\ude4b\ud835\ude56\ud835\ude63\ud835\ude69\ud835\ude56\ud835\ude68<\/p>\n\n\n\n
Ledakan maklumat, revolusi digital, dan sistem e-kerajaan seharusnya:<\/p>\n\n\n\n
\u2022 Mempercepatkan proses kerja (tanpa birokrasi keterlaluan)
\u2022 Membolehkan keputusan real-time dibuat berdasarkan data yang boleh diakses segera
\u2022 Meningkatkan ketelusan dan mengurangkan ruang untuk ketirisan atau kelewatan
\u2022 Meningkatkan interaksi dua hala antara rakyat dan kerajaan (melalui dashboard aduan, sistem pemantauan, dll.)<\/p>\n\n\n\n
Namun, realitinya tidak semudah itu.<\/p>\n\n\n\n
4.2. \ud835\ude3c\ud835\ude59\ud835\ude56\ud835\ude60\ud835\ude56\ud835\ude5d \ud835\ude44\ud835\ude63\ud835\ude5e \ud835\ude3d\ud835\ude5a\ud835\ude67\ud835\ude61\ud835\ude56\ud835\ude60\ud835\ude6a \ud835\ude3f\ud835\ude56\ud835\ude61\ud835\ude56\ud835\ude62 \ud835\ude4e\ud835\ude5e\ud835\ude68\ud835\ude69\ud835\ude5a\ud835\ude62 \ud835\ude4b\ud835\ude5a\ud835\ude67\ud835\ude60\ud835\ude5d\ud835\ude5e\ud835\ude59\ud835\ude62\ud835\ude56\ud835\ude69\ud835\ude56\ud835\ude63 \ud835\ude3c\ud835\ude6c\ud835\ude56\ud835\ude62 \ud835\ude4e\ud835\ude5a\ud835\ude60\ud835\ude56\ud835\ude67\ud835\ude56\ud835\ude63\ud835\ude5c?<\/p>\n\n\n\n
Jawapan pendek: Sebahagiannya ya, tetapi masih banyak penambahbaikan yang perlu dilakukan.<\/p>\n\n\n\n
Antara kemajuan:<\/p>\n\n\n\n
\u2022 Portal MyGovernment, MySejahtera, PADU, dan MyID adalah contoh digitalisasi yang meningkatkan akses dan automasi.
\u2022 Banyak kementerian menggunakan sistem e-perolehan, e-latihan, dan sistem pemantauan KPI dalam talian.<\/p>\n\n\n\n
Tetapi cabarannya:<\/p>\n\n\n\n
\u2022 Masih terdapat kelemahan pada tahap pelaksanaan akar umbi.
\u2022 Budaya birokrasi masih menebal \u2013 lambat buat keputusan, takut bertanggungjawab, lambat adaptasi.
\u2022 Sistem berbeza-beza antara agensi \u2013 tiada integrasi penuh<\/p>\n\n\n\n
4.3. \ud835\ude3c\ud835\ude65\ud835\ude56\ud835\ude60\ud835\ude56\ud835\ude5d \ud835\ude48\ud835\ude5a\ud835\ude60\ud835\ude56\ud835\ude63\ud835\ude5e\ud835\ude68\ud835\ude62\ud835\ude5a \ud835\ude48\ud835\ude5a\ud835\ude63\ud835\ude5c\ud835\ude6a\ud835\ude60\ud835\ude6a\ud835\ude67 \ud835\ude46\ud835\ude5a\ud835\ude65\ud835\ude6a\ud835\ude56\ud835\ude68\ud835\ude56\ud835\ude63 \ud835\ude4b\ud835\ude5a\ud835\ude61\ud835\ude56\ud835\ude63\ud835\ude5c\ud835\ude5c\ud835\ude56\ud835\ude63?<\/p>\n\n\n\n
Kerajaan Malaysia ada beberapa mekanisme rasmi untuk mengukur kepuasan pelanggan, antaranya:<\/p>\n\n\n\n
a) Indeks Kepuasan Pelanggan (Customer Satisfaction Index – CSI)<\/p>\n\n\n\n
\u2022 Dilaksanakan oleh kebanyakan agensi kerajaan (berdasarkan pekeliling Perbendaharaan).
\u2022 Borang digital atau fizikal diberikan selepas perkhidmatan diterima.
\u2022 Skor antara 1 hingga 5 untuk pelbagai aspek: ketepatan masa, layanan, hasil, kemudahan, dll.<\/p>\n\n\n\n
b) MyGCC (Malaysian Government Call Centre) \u2013 03-8000 8000<\/p>\n\n\n\n
\u2022 Saluran aduan, pertanyaan dan maklum balas rakyat yang dipusatkan di bawah MAMPU.
\u2022 Data dari sini digunakan untuk menilai responsif kementerian.<\/p>\n\n\n\n
c) Dashboard PADU & PEMUDAH<\/p>\n\n\n\n
\u2022 Digunakan oleh kerajaan untuk menilai keberkesanan penyampaian perkhidmatan dan pematuhan kepada SLA (Service Level Agreement).<\/p>\n\n\n\n
d) Kajian IDE, MIER, atau Merdeka Center<\/p>\n\n\n\n
\u2022 Digunakan bagi mengukur kepercayaan rakyat terhadap penyampaian kerajaan secara keseluruhan, bukan sahaja oleh kementerian.<\/p>\n\n\n\n
4.4. \ud835\ude3c\ud835\ude65\ud835\ude56\ud835\ude60\ud835\ude56\ud835\ude5d \ud835\ude43\ud835\ude56\ud835\ude68\ud835\ude5e\ud835\ude61\ud835\ude63\ud835\ude6e\ud835\ude56 \ud835\ude4e\ud835\ude5a\ud835\ude69\ud835\ude56\ud835\ude60\ud835\ude56\ud835\ude69 \ud835\ude44\ud835\ude63\ud835\ude5e?<\/p>\n\n\n\n
Beberapa contoh hasil (rujukan awam dan laporan tahunan MAMPU):<\/p>\n\n\n\n
\u2022 Tahap kepuasan keseluruhan dalam banyak kementerian berada sekitar 80-85%, tetapi tidak sekata antara jabatan.
\u2022 Agensi seperti LHDN, Imigresen, KWSP dan JPJ mencatat kepuasan tinggi kerana mereka berorientasikan pelanggan.
\u2022 Agensi bersifat kawal selia dan perlesenan (PBT, tanah, air) biasanya mencatat aduan tertinggi.<\/p>\n\n\n\n
Namun begitu, kajian juga menunjukkan:<\/p>\n\n\n\n
\u2022 Rakyat merasakan maklum balas mereka tidak didengari.
\u2022 Banyak keputusan lambat dibuat kerana “tunggu arahan atas”, “takut silap”, atau “belum mesyuarat”.<\/p>\n\n\n\n
5.5. \ud835\ude46\ud835\ude5a\ud835\ude68\ud835\ude5e\ud835\ude62\ud835\ude65\ud835\ude6a\ud835\ude61\ud835\ude56\ud835\ude63 \ud835\ude59\ud835\ude56\ud835\ude63 \ud835\ude3e\ud835\ude56\ud835\ude59\ud835\ude56\ud835\ude63\ud835\ude5c\ud835\ude56\ud835\ude63<\/p>\n\n\n\n
Tujuan penulisan ini dibuat bukanlah untuk mengkritik, tetapi mahukan sistem yang efisien, pantas dan mesra rakyat.<\/p>\n\n\n\n
Cadangan strategik:
\u2022 Jadikan setiap jabatan wajib paparkan skor kepuasan pelanggan secara berkala.
\u2022 Wujudkan indikator awam tentang berapa cepat aduan dijawab dan tindakan diambil.
\u2022 Gabungkan sistem maklumat rakyat (seperti PADU) dengan sistem aduan dan bantuan \u2013 untuk analisis data real-time.
\u2022 Latih pegawai untuk ambil keputusan dengan cepat, bukan tangguh dengan alasan SOP<\/p>\n\n\n\n
Perkhidmatan awam adalah nadi pentadbiran negara. Apabila penjawat awam tidak sepenuhnya menyokong dasar kerajaan semasa, maka nadi itu berdenyut lemah dan tidak seragam. Sudah tiba masa untuk berani melakukan reformasi institusi \u2013 bukan untuk menindas, tetapi untuk menyelamatkan masa depan negara.<\/p>\n\n\n\n
\ud835\udc03\ud835\udc1a\ud835\udc2d\ud835\udc2e\ud835\udc24 \ud835\udc03\ud835\udc2b \ud835\udc00\ud835\udc25\ud835\udc1e\ud835\udc31\ud835\udc1a\ud835\udc27\ud835\udc1d\ud835\udc1e\ud835\udc2b \ud835\udc0d\ud835\udc28\ud835\udc28\ud835\udc2b
\ud835\udc0a\ud835\udc2e\ud835\udc1a\ud835\udc25\ud835\udc1a \ud835\udc0b\ud835\udc2e\ud835\udc26\ud835\udc29\ud835\udc2e\ud835\udc2b
\ud835\udfd0\ud835\udfd0 \ud835\udc0c\ud835\udc1e\ud835\udc22 \ud835\udfd0\ud835\udfce\ud835\udfd0\ud835\udfd3<\/p>\n\n\n\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
\ud835\udfed. \ud835\udde3\ud835\uddd8\ud835\udde1\ud835\uddda\ud835\uddd8\ud835\udde1\ud835\uddd4\ud835\udddf\ud835\uddd4\ud835\udde1 Kajian terkini oleh \ud835\udddc\ud835\uddfb\ud835\ude00\ud835\ude01\ud835\uddf6\ud835\ude01\ud835\ude02\ud835\ude01 \ud835\uddd7\ud835\uddee\ud835\uddff\ud835\ude02\ud835\uddf9 \ud835\uddd8\ud835\uddf5\ud835\ude00\ud835\uddee\ud835\uddfb (\ud835\udddc\ud835\uddd7\ud835\uddd8) mendedahkan bahawa hanya \ud835\udff2\ud835\udff1.\ud835\udfef% penjawat awam…<\/p>\n","protected":false},"author":1,"featured_media":1585,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-1584","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-malaysian-news"],"_links":{"self":[{"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/posts\/1584","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1584"}],"version-history":[{"count":1,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/posts\/1584\/revisions"}],"predecessor-version":[{"id":1586,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/posts\/1584\/revisions\/1586"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=\/wp\/v2\/media\/1585"}],"wp:attachment":[{"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1584"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1584"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.hellomalaysia.my\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1584"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}