By BAVANI M | Jan 6, 2010
DBKL call centre aims to improve delivery system
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Off we go: Sidek (right) launching the call centre with the push of a button as Fuad (second from right) looks on. - Bernama
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KUALA Lumpur City Hall is aiming to process complaints channelled to its newly launched call centre in not more than three days.
KL mayor Datuk Ahmad Fuad Ismail said this was to ensure a better delivery system for KL residents. Fuad added that the call centre was the latest method for city residents to channel their complaints to the local authority.
KLites will be able to channel their grouses by calling the toll-free number 1-800-88-3255.
“Some 21 employees have been trained to handle calls and manage the complaints via the Integrated Public Agency Complaints Monitoring System (Sistem Pemantauan Aduan Agensi Awam Bersepadu) or i-SPAAA.
“The operator will take the call and, at the same time, the complaints will be recorded in the i-SPAAA to enable the grouses to be analysed,” Fuad said.
Fuad added that they had also developed a set of frequently asked questions which would help the officers respond to public queries.
The call centre is located at Menara DBKL II and will operate round-the-clock. Operators will speak in Bahasa Malaysia and English and efforts are being made to get people who can handle complaints in Mandarin and Tamil.
This system will also allow the public to check on the status of their complaints electronically.
The i-SPAAA will allow the DBKL to conduct a more holistic analysis of recurrent complaints to determine their root causes and propose remedial measures, and to provide residents a convenient and fast way to connect with the local government.
Chief Secretary to the Government Tan Sri Sidek Hassan, who launched the call centre, said if service proved to be effective in DBKL, other local authorities would be encouraged to implement it as well.
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