KUCHING: The Sarawak civil service should focus on developing citizen-centred innovative solutions to improve its service delivery, particularly in the wake of the Covid-19 pandemic, says Datuk Patinggi Abang Johari Tun Openg (pic).

The Chief Minister said the pandemic had created a new type of citizen who had access to technology and demanded speed, change and responsiveness from the government.

"Citizens' expectations are growing for improved service interaction in every aspect of their lives.

"As the government modernises service delivery, citizens will experience more effective, efficient service delivery with easier access.

"Therefore, I would like to pose this new challenge to you, that citizen-centric innovative solutions be further developed, replicated and improved," he said at the state civil service's innovation convention awards here on Wednesday (Dec 16).

Abang Johari said the government must move towards an integrated service approach focusing on outcomes for citizens, in order to provide excellent service delivery.

He said such an approach included integrating information and working collaboratively among agencies to deliver one-stop government services.

"We should collaborate, coordinate and partner to best serve the citizen. This means seeing government in the citizen's shoes and designing services accordingly.

"Develop and nurture partnerships across organisations to improve services and their delivery.

"While administrative silos may continue for organisational purposes, building partnerships, collaborations and networks that work together is the key for service delivery excellence," Abang Johari said.

He called on the civil service to continue its culture of innovation at ground level and come up with initiatives to improve service delivery.

"I want all heads of departments to be continuously supportive of their innovative and creative circle teams.

"Creativity and innovation should become the norm instead of the exception," he said.

https://www.thestar.com.my/news/nation/2020/12/16/s039wak-cm-civil-service-to-focus-on-developing-citizen-centred-innovative-solutions