Editor : Martin Simamora, S.IP |Martin Simamora Press

Senin, 13 Februari 2012

Public sector employees block customers’ transactions!

Government employees fail to provide proper service to the public, reported Al-Riyadh newspaper on Sunday, quoting unsatisfied customers.

They claim they have nowhere to turn to with their complaints. The customers’ grievances vary widely. They said employees arrive late for work, disregarding the inconvenience they cause. They are forced to search for employees, going from one office to another, while an employee had gone out for a break. Others were on the phone to discuss matters that were obviously not work-related. Employees would excuse themselves from work early, when they had nothing to do. The list of accusations seems endless.Costumers were also annoyed to not receive a response about their complaints. When one customer tried to contact a manager to discuss issues, it appeared he had taken leave from work for trivial reasons.

Ali Al-Hamoud, a private sector employee, said he avoids going to government departments unless there is a very urgent matter to resolve, because of the inertia. He said the staff would complicate matters by shifting documents from one employee to another without any justified reasons. He said: “The responsible employee is usually absent, because he had to collect his children from school. This would certainly take time, due to traffic jams and then the work day would end without the return of the employee.” Al-Hamoud also said that his manager would reprimand him if he had left his work to finish a private transaction, let alone collect his children from school. Public sector employees are required to work a number of hours to serve the company’s customers. “My manager used to send me to review documents at a government department, but he would get irritated when I couldn’t get my job done. Even though he knew I failed because of the slow routine of the government employees.

Closing time

Some government departments have very busy days, causing a lot of pressure on staff that are trying to meet all requests as much as possible. There are also those who do not have any sense of responsibility and who perform carelessly. This reflects negatively on a customer who can barely get excused from his work in the morning, and is still not serviced by the time the department closes down for business. Some government departments close at noon, some stay open until later, causing confusion among private sector employees. They are unsure when they should come, in order to prevent a delay that might lead to penalties.


Sadiq Jabir noted that some staff members are dedicated to their work, despite the intense pressure. However, others do not have such high standards. “Once I spent a long time waiting in front of a door with a large crowd. We were shocked to find that the staff had not yet bothered to come in.” Such actions make customers lose their patience. Some exploded in anger when they saw staff members leaving to collect their children from school. Customers then entered into fights and bitter debates with the staff. It would have been easy to avoid all this tension through a sense of responsibility and ownership.


A study, prepared by the Court of Monitoring, revealed that 70% of employees in the government sector are lethargic at work. 94% of them are absent from work continuously. Customers are demanding to quickly implement electronic technology in many government agencies, especially after the successful experiences at Civil Affairs. They are now able to control the movement of clients, facilitate the waiting and terminate proceedings clearly and swiftly.


Abdullah bin Nasser Al-Askar, executive director of customer satisfaction in government departments in the Eastern Region, said: “The laziness of the staff has a negative impact on customer satisfaction. Unfortunately there are careless staff members in many departments and government agencies, disturbing the customers.” The director said that leaving to complete private transactions or to collect children from school are unacceptable reasons to leave work. “Our employees can use a driver, or get other forms of help. We should better control and follow-up our employees, distribute the workload fairly and adopt programs to motivate employees to perform their duties the best way possible.”


Tidak ada komentar:

Corruption Perceptions Index 2014

Russia e-Government : One Click State

e-Government: have we forgotten of the public sector context?

Eight mega trends in e-government for the next eight years

World Economic Forum : Smart Grids Explained

Fraunhofer Fokus : e-Government & Applications

Berita Terbaru

Get Widget