Service to the people

Are those involved in service to the public meeting the people's needs?

We know BN politicians do not care about what the people feel about their high-handed actions. They feel they have been given the mandate by the people and they are free to do as they please. They direct the police to bully the opposition representatives. Their Deputy Speaker in Parliament sent off Tony Pua for simply standing when he ordered him to sit.

Anyway, this post is not about politics but certain aspect of business service. I remember once when there was a change in CEO at Telekom Malaysia and the dramatic change was some local officers in suits welcoming customers at the entrance! It was really hitting at the wrong button. In fact, it embarrassed me when the service was overdone in this manner. What would impress us would be helping those who need telephone lines, broadband connection and related problems by providing prompt service. Personal service would endear people, not call centres and facilities without human intervention even when someone faced problem dealing with them.

Most public listed companies now sent out Annual Reports in compact disc form with a form for anyone requiring a printed copy. Some provide abridged reports covering Profit and Loss Account and Balance Sheet as well. Personally, I do not bother using the CD unless I need the information. I wonder if others feel the same. How many of us bother to complete and send out the form to request for a printed Annual Report? I am sure each company's secretary should have an idea of the response. If the response is extremely poor, does it mean most people are happy with the CD provided? If my hunch is right, most people would like an abridged version together with the CD so that the salient information like Net Profit or Loss, Earnings per share, Net Asset value and so on, is readily available without having to use the computer.

Recently, a government department was told to deal with application forms not properly filled, on the spot instead of turning them away. Now, this is the right approach! The public seems to have this perception of civil servants enjoying the show of disappointment when they are short of one or two items required in their application. A few years ago, I commented about the EPF's inability in providing a simple photostating of Identity Card when they can have posh offices. If private companies like banks can provide, why can't the EPF? They could afford to lose millions in property development, of all things, through their subsidiary like MBSB which is essentially a building society providing housing loans.