Page 211 - Laporan Tahunan PERHILITAN 2020

PEMANTAUAN PENYAMPAIAN PERKHIDMATAN (3P)
SERVICE DELIVERY MONITORING

Jabatan menitikberatkan kualiti dan mutu penyampaian perkhidmatan dan memantau menggunakan
parameter seperti bilangan aduan yang diterima, bilangan aduan yang diselesaikan, tempoh penyelesaian
aduan dan maklum balas orang awam. Sebanyak 6,896 aduan diterima oleh Jabatan (Jadual 38).

The Department emphasizes good service delivery and monitors service delivery quality using several
parameters such as the number of complaints received, number of complaints resolved, complaints resolu-
tion period, and public feedback. A total of 6,896 complaints were received by the Department (Table 38).

Bil. Perkara Jan-Mac Apr-Jun Jul-Sep Okt-Dis Jumlah
No. Points Jan - Mar Apr - Jun Jul - Sep Oct - Dec Total

1 Jumlah Aduan
2,466 1,736 3,445 3,665 11,302
Number of Complaints

2 Tiga Saluran Aduan Tertinggi
Top Three Channels

Telefon (Hotline dan talian pejabat)
1,983 1,339 2,888 3,182 9,392
Telephone (Hotline and fixline)
E-mel
193 241 335 302 1,071
Email
e-Aduan
190 75 41 42 348
e-Complaint
3 Tempoh Penyelesaian
Period of Solving Complaints

1 hari
1,694 1,296 2,488 2,465 7,943
1 day
2-5 hari
771 440 957 1,188 3,356
2-5 days
6-10 hari
1 0 0 2 3
6-10 days

Jadual 38 : Pemantauan Penyampaian Perkhidmatan (3P) Mengikut Suku Tahun
Table 38 : Service Delivery Monitoring (3P) by Quarter

LAPORAN TAHUNAN 2020 205
JABATAN PERHILITAN SEMENANJUNG MALAYSIA