Counter Staff Rotation Initiative Enhances Performance, Brings Positive Impact - JPN DG

By Norhayati Mohd Akhir & Amanina Mohamad Yusof

PUTRAJAYA, Feb 4 (Bernama) -- The implementation of the counter staff rotation initiative is expected to improve public service delivery and bring positive impact to the ministries or departments, said the National Registration Department (JPN) director-general, Badrul Hisham Alias.

Speaking to Bernama, Badrul Hisham said that in response to the call made by the Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar, JPN started to carry out the initiative last year, involving 499 of its officers, including 279 counter staff across the country.

"We (JPN) carry out work rotations as some positions and locations are sensitive. This initiative has been proven to be positive because when we stay in one place for too long, our performance will eventually decline," he said, adding that the JPN will continue with the initiative due to its positive outcome. 

Elaborating, Badrul Hisham, who assumed the position on Feb 28, said 65 JPN officers, including 53 counter staff, are involved in the first phase of the initiative for this year.

He said the implementation of counter staff rotation is based on the Ihsan (compassion) concept as outlined in the Malaysia MADANI framework, adding that the department fosters the value of compassion because it contributes to improving service performance.

A JPN officer responsible for overseeing counter staff, Atiqah Idham, 39, said the initiative helps increase the knowledge, skills, motivation, and productivity of the department's counter staff.

"Although we are in the same department, we may only know about our section. If we are transferred, we can learn the work procedures of other units that we may not have known before," she said.

She said counter staff work rotation benefits staff members and provides opportunities for them to become more flexible and gain skills in various areas while improving the service quality.

"Ultimately this will have a positive impact on customer satisfaction," she added.

Meanwhile, the Road Transport Department (JPJ) customers interviewed here said they were satisfied with the services provided.

A customer applying for an international driving licence, Zahra Nurlieyana Zulkipli, 30, said she was satisfied with the smooth application process at the JPJ counter.

According to her, the counter staff rotation initiative is a good move because each staff member would know matters in other sections, thus preventing situations where customers are bounced from one counter to another. 

"The process at the counter was very smooth, there were no disruptions, and the staff here responded quickly. I think the work rotation is great because all the staff know what is happening in each section, so I don't have to wait long or be confused," she said.

A civil servant who only wished to be known as Fendi, 52, said that although many JPJ transactions can be carried out at the kiosks, he prefers to deal directly with the officers manned at the counters. 

"The officers at the counter were very helpful. They seemed more energetic, and my application was completed in less than 30 minutes," he added.

Earlier, the Public Service director-general Tan Sri Wan Ahmad Dahalan Abdul Aziz said that the counter staff rotation initiative, involving all ministries, began today to enhance the quality of public services and improve delivery efficiency at counters. 

According to the Public Service Department, the initiative also aimed to develop the skills of officers stationed at service counters, diversify their work skills, and improve customer experience with more efficient and friendly service.

It said the rotation involves all key ministries, including the Ministry of Finance, Ministry of Education, Ministry of Health, Ministry of Human Resources, and several others.

-- BERNAMA