Sunday, May 17, 2009

JPS Carelines

from The Star 14 May 2009

The Drainage and Irrigation Department (JPS) has introduced a Careline to improve its delivery system and respond to complaints and enquiries swiftly.

By dialing the toll free 1-300-80-1010 for any matters related to the department and you can be assured of your issue being attended to immediately.

Drainage and Irrigation Department director-general Datuk Ahmad Husaini Sulaiman explained that the move was also a drive to improve its delivery system in keeping with the time.

“The careline helps the department in getting information and complaints in a more direct and faster manner.

“Rather than going through letters and emails, Careline is a definite thing: you call, you get an answer and you get an immediate reaction.

“If there’s no response, it will escalate from one level to another,” he said.

Ahmad Husaini said the system was designed to ensure that most, if not all, problems and complaints were resolved at the ground level by the department’s district engineers who were assisted by one or two junior engineers.

“If the district level has not responded to it, the matter will go to the state director and if there’s still no action at that level, the matter will be referred to me,” he said.

Call from complaints & Action

Complain sent to District Engineer: Within one hour of complaint lodged

District Engineer will meet up with complainant: Within two working days

The Careline telephonist will call all complainants to see whether they have met with the District Engineer: Within one working day

If not, an SMS will be sent to the State Director of JPS: One hour from receiving a response from complaint

State Director or the District Engineer to meet the complaint: Within two working days

The Careline telephonist will call all complainants to see whether they have met with the District Engineer after SMS have been sent to State Director: Within one working day

If not, an SMS will be sent to the Director General: One hour from receiving a response from complainant

State Director or the District Engineer will meet with the complaint: Within two working days.

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