Malaysian Government has circulated Pekeliling
Kemajuan Pentadbiran Awam Bilangan 1 Tahun 2005 : Panduan Bagi Mewujudkan
Pejabat Perkhidmatan Pelanggan Di Agensi Kerajaan and Pekeliling Kemajuan Pentadbiran Awam Bilangan 1 Tahun 2009: Penambahbaikan
Proses Pengurusan Aduan Awam in order to align and documented all the feedback given to improve
and improvise the government-linked company (GLC) services provided to the
public. In this particular situation,
FELDA has taken this initiative into account and the management has decided to
develop a system to capture our customers' feedback.
So, FELDA
1 Contact Center (F1CC) has been developed since Year 2014 and effectively
utilized in June 2015. This system
enable FELDA to monitor,
manage and co-ordinate feedback received through newspapers, letters, secure
web, individuals who present themselves or complaints received by 1 Malaysia
One Call Centre (1MOCC) and Public Complaints Bureau (Biro Pengaduan Awam) to ensure that the complaints can be act upon more
effective and efficient.
Firstly, customers need to access for the website, https://f1cc.felda.net.my/login.
Then, the customers need to register all their details and submit the query, either on obtaining information or services offered, for responses purposes.
Firstly, customers need to access for the website, https://f1cc.felda.net.my/login.
Then, the customers need to register all their details and submit the query, either on obtaining information or services offered, for responses purposes.
Finally, the customers will get a response through
email, phone calls or re-access the logged in entry from the initial
submission, accordingly. The time span
for the response will be revert is based on the urgency issues that will need
to be act upon immediately or need to be prolong due to further
investigation. The time estimation for
the response will be notify to the customers will be informed when the
submission of query completed in the system.
Advantages
1. The implementation of the F1CC gives the customers
a quick and easy platform to resolve any queries they have pertaining to any
services available or any concerns they have behind the rationalization of
certain action being performed. This
would be the most appropriate channel to voice out any difficulties they are
facing since our stakeholders are scattered in 317 schemes in Malaysia.
2. Besides, FELDA has always been there to serve our
stakeholders. So, this by having a 24-7
access to F1CC system makes them feel connected and gives them a sense of
closure that they have a transparent feedback for any queries made. This claim make it even stronger because it
promotes a sense of empowerment and sense of belonging to part of FELDA’s
culture because their contributing ideas or constructive feedbacks will be used
to improve better service quality.
3.
Finally, the F1CC existence gives the stakeholders
an assurance that all the contributing ideas
or constructive feedbacks are
taken seriously and will be treated with integrity.
Pekeliling Kemajuan Pentadbiran Awam Bilangan 1 Tahun 2005 : Panduan Bagi Mewujudkan Pejabat Perkhidmatan Pelanggan Di Agensi Kerajaan.
Pekeliling Kemajuan Pentadbiran Awam Bilangan 1 Tahun 2009: Penambahbaikan Proses Pengurusan Aduan Awam.
