Amalan Terbaik Pusat Perkhidmatan Setempat (OSSC)

AMALAN TERBAIK PUSAT PERKHIDMATAN
SETEMPAT (OSSC):
CABARAN DAN MASA DEPAN
Mesyuarat Jawatankuasa
Perundingan Pihak Berkuasa Tempatan 2013
Malaysian Productivity Corporation
20 Mei 2013 I Klana Resort Seremban
Pusat Setempat di Malaysia Untuk Rakyat,
Peniaga dan Pelabur
Peranan Pusat Setempat Dalam Menjayakan
Wawasan 2020
PUSAT SETEMPAT UNTUK PELABUR
• Untuk mempermudahkan kepada pelabur mendapatkan kelulusan
yang diperlukan daripada semua agensi di peringkat persekutuan,
negeri dan kerajaan tempatan.
PUSAT SETEMPAT UNTUK PENIAGA
• Untuk mengalakkan peniaga tempatan memulakan perniagaan,
mengembangkan perniagaan, dan untuk eksport, Malaysia perlu
kepada pusat khidmat setempat yang bertaraf dunia seiring dengan
usaha untuk meningkatkan pencapaian dalam laporan Bank Dunia
“Ease of Doing Business Report”
PUSAT SETEMPAT UNTUK RAKYAT
• Pusat Khidmat Setempat untuk rakyat dalam berurusan dengan
agensi kerajaan seperti Pusat Transformasi Bandar
Cabaran Pusat Setempat Dalam Menjayakan
Wawasan 2020
A Satisfied Citizen is the Best
Government Strategy of all
- Michael Le Bouf
Citizen’s Needs Become the Organising
Principles Around Which the Public Interest is
Determined and Service Delivery is Planned
- Dr. Faye Schmidt
Let’s Play “ Blind Football ”
• Adakah anda tahu di mana arah gol ?
• Arah mana perlu anda tendang bola tersebut ?
• Mana bolanya?
bolanya?
Do our public service organisations attempt to
deliver their services blinfolded ?
Hitting the Mark Through “Outside-In” Service
Without a Solid Foundation of Research
Service Delivery will Likely Miss The Mark
Missing the Mark can Have A Serious
Citizen-centered Service Delivery Revolution
Listening to Citizen and Business
To understand their service needs and
expectations, their satisfaction, and their
priorities for improvements
Listening to Citizen and Business
1. FIVE DRIVERS OF CITIZEN SATISFACTION :
•
•
•
•
•
TIMELINESS
STAFF
POSITIVE OUTCOME
EASE OF ACCESS
CITIZEN
- the single most important
- Dimension of knowledge, “go extra miles”
- “I get what I needed”
- Recent experience with service
2. Telephone remains the common used channel in the government
3. The Internet has come of age
4, Citizen increasing used multiple channel
Listening to Citizen and Business
5. FOR ROUTINE SERVICE, CITIZENSAYS…….
•
•
•
•
2 persons is the maximum to deal with
5 – 10 minutes is the maximum length in any que
30 seconds is the acceptable time to wait on hols for phone
The same day citizens expect a reply to email or voice mail
(if the message is left by 10.00am)
World-class Competition – Who Gonna
Win the Race ?
…..the “last miles “ is
always critical……..
MODERNISING BUSINESS LICENSING VALUE CHAIN
APPROACH
Whole of Government commitment in pursuing high quality business
licenses
Red Tape
Guillotine
Repository
System
BPR
Cost Benefit
Analysis
Enabling
Technology
IMPLEMENTATION
Capacity building through Collaborative Innovation Community to support
the implementation of good business licensing practices
RTD
Peer Review
Workshop
Communication
Strategy
Public
Engagement
Recognition
IMPACT
Demonstrates how improvements deliver actual benefits to businesses and
citizens
Increase Productivity
Increase
Less Procedures Public Engagement
Confidence and Trust in
Government Delivery
Service Delivery From the “Outside-in”:
One-Stop Service Centre (OSSC)
Understand Citizens
Needs
• To make govt. service
easier
• To make service
delivery more efficient
• To reduce costs
• To have an integrated
service delivery
Provide OneOne-stop
Service
Finding
the
Service
Accessing
the
Service
Provide Service
Excellence
Service
Delivery
Quality
Promote Service
Improvements
Priorities
Priorities
for
for
Improvements
Improvements
Service Delivery From the “Outside-in”:
One-Stop Service Centre (OSSC)
Kerajaan telah
membangunkan pelbagai
jenis One-Stop-ServiceCentres untuk memenuhi
pelbagai urusan komuniti
perniagaan, pelabur, dan
rakyat
Global Forum in OSSC
21 -22 August 2013
Malaysia
…..usaha ini telah di tingkatkan lagi agar dasar “one-stop
service excellence and no wrong door”
boleh di realisasikan oleh perkhidmatan awam di Malaysia