KSN Urges Greater Use of Respons Rakyat App to Modernize Public Feedback

PUTRAJAYA, Oct 1 – Federal and state administrations across Malaysia have been urged to expand the use of the Respons Rakyat (RR) mobile app to create more inclusive, efficient, and accessible channels for public feedback.

Chief Secretary to the Government (KSN) Tan Sri Shamsul Azri Abu Bakar made the call during the Appreciation Ceremony for the 2025 Public Complaints Management Inspection Rating at the State Secretary (SUK) Administration level on Thursday, October 1, 2026.

Shamsul Azri emphasized that the RR app—which acts as a mobile support platform for the Public Complaints Management System (SISPAA)—aligns directly with the nation’s broader digitalization agenda.

“All information and data obtained through the SISPAA system or the RR app must be fully utilised. Let us use this feedback to examine trends in the problems faced by the people and subsequently formulate new solutions,” Shamsul Azri urged. “Let us not wash our hands of the matter by rejecting complainants on the grounds that an issue is outside our jurisdiction. We must always instil empathy in our service, as this is fundamental to good governance.”

Moving Beyond “Firefighting” and Reducing Red Tape

Addressing public service officers, the Chief Secretary warned against temporary fixes when resolving public grievances, urging agencies to address underlying systemic flaws instead.

“We must also avoid continuously adopting a firefighting approach or resolving problems on an ad hoc basis. If a complaint frequently recurs in the same area, it is a clear signal that there are gaps in our delivery system,” he noted.

Highlighting progress under the Bureaucratic Red Tape Reform (RKB) Initiative, Shamsul Azri revealed key cost and material savings achieved through civil service reforms:

• RKB Projects: A total of 1,582 projects have been registered to date, with 496 completed initiatives yielding RM3.21 billion in compliance cost savings.
• Paperless Mandate: Following a paperless directive issued in February, the civil service saved 123,325 reams of paper (RM1.48 million) in August alone. Cumulative paper savings between May and August reached 482,940 reams, valued at RM5.79 million.

He noted that these operational shifts reflect the core principles of the Malaysia MADANI aspirations and the Public Service Reform Agenda (ARPA) by prioritizing administrative agility, trust, and public well-being.

State Level Complaints Inspection Ratings

Organized by the Public Complaints Bureau (BPA) under the Prime Minister’s Department (JPM), the event evaluated state secretary administrations across seven performance criteria: efficiency of public response, service delivery efficiency, complaint management competency, work process efficiency, complaint governance, strategic communication, and digital innovation excellence.

State inspection rating results were awarded as follows:

• 7 Ratings: Selangor, Perak, Melaka, Sarawak, and Kedah.
• 6 Ratings: Pahang, Penang, Negeri Sembilan, and Kelantan.
• 5 Ratings: Terengganu, Sabah, Johor, and Perlis.

-NMT