KUCHING: Being able to resolve 90 per cent of an average 17,000 complaints lodged every year via the state government’s ‘Talikhidmat’ service, is indeed a mean feat.


Morshidi cutting the ribbon to launch the new SCS Talikhidmat App Version 1.0.0 at Boulevard Shopping Mall Kuching.

State Secretary Tan Sri Datuk Amar Morshidi Ghani commended the one-stop communication channel, which served as a platform for the public to give their input and grievances on various matters.

According to him, most of the complaints received were on council matters.

Moreover with the latest launch of ‘SCS Talikhidmat App Version 1.0.0’, Morshidi expected that the line would receive more complaints as people would have a wider  and more convenient means of access.

“While we receive an average of 17,000 complaints and feedback every year, we also manage to resolve 90 per cent of them, which is quite a high rate.

“We expect to see higher number of complaints with this new service,” he told the press after launching the new app at Boulevard Shopping Mall here yesterday.

The event was held as a sideline to the ‘Innovation Week’ and state-level ‘Civil Service Innovative and Creative Circle (KIK) Convention 2014’.

Among the functions available via the Version 1.0.0 app are personalised account setup, track case progress, multimedia and location support, alert notification, government contact directory, availability in Malay and English, as well as an integrated platform that connects with all state government agencies.

This version is also compatible with IOS Version 6.0 and above, as well as smart devices supported by Android Version 4.0.4.

Members of the public can now download this mobile application by visiting Talikhidmat website talikhidmat.sarawak.gov.my, or the state government portal www.sarawak.gov.my.

On types of complaints, Morshidi said the fastest time to solve it was one day, while those like rebuilding drains would need a longer time as they needed to undergo processes such as planning, designing and tendering.

“In general, we are striving to reduce delays. As an effort towards this, all government department heads are require to have permanent meetings at least once a month to look at all these complaints.

“This has been done since the setup of the ‘High Performance Team’ initiative four years ago.”

Earlier in his speech, Morshidi said Talikhidmat was introduced in 1996, using a single contact number 555999 that the public could call 24/7 to make enquiries, submit feedback and lodge complaints.

The service expanded with the setup of Talikhidmat Web Portal and online submission in 2005, mobile web and SMS application in 2010, as well as eKiosks last year.

“There are now three eKiosks in Kuching – each at Plaza Merdeka, the new UTC (Urban Transformation Centre) and Boulevard Shopping Mall,” Morshidi listed.