Assalamualaikum...HOLA!
My dear readers, I have just completed my report on system for the
MIS750 subject. Actually, we have been given the assignment since we start this semester, but I just get my fingers done on it last nite. (
Ok, naira..5 pages je pon..watpe lambat sgt wat kije...) Touching up here and there, but still not to the perfect. Well, I am not the master. System??IT??tecchnology??Gadget???I mayyyy be know the basic, but just up to my standard, for sure. Huhu. This past few days almost give me a heart attack with all major assignments to get done and the test. Next week going to be even tougher. DUSH!!!
OK, back to the system. I am sure you know how to complaint right???Definitely, when you put your complaint on something, you expect for some response, don't you?Do you still like the old way of making complaints by dropping your piece of complaint notes into a box? OR, you think it would be much easier to have your complaints systematically recorded and managed by an automated system, so that you can have access on it any where, at any time.
Well this report that I wrote for this assignment is on the SPAB(formerly known as iSPAAA). The SPAB (abbreviated of, Sistem Pengaduan Awam Bersepadu) or Complaint Management Integrated System is developed by the Public Complaints Bureau (PCB) in 2007 in ongoing effort of our Malaysian governments to improve the quality of service and delivery in public agencies. The system that has facilitated by the latest technology was first implemented by several government agencies in 2009, before its being adopted by few others such as
the Ministry of Tourism and Culture, Ministry of
Defense, Ministry of Finance, etc. Before I continue more on this system implementation, let me just get it clear that this post is just my personal review and opinion. It is a summary of my completed assignment, if you want to find out more about the SPAB, please feel free to explore the PCB website. Huhu..
I learned about this system by myself, with some assistance from a friend who is working with the PCB. Some tips from me, every time you learn about something like system, gadget, new technology or whatever, do get some help from the expert. YUP! Google might helps, but every tiny and tricky part of that 'something' will best be learned from those who mastered the thing. In my case, I asked my friend to give me some hand as she is using the SPAB system almost every day.
The SPAB speeds up and simplify the process of delivering feedback to government agencies since it can be accessed by users at any time with internet access. SPAB can be reached via the following URL: http://pcb.spab.gov.my (Go click it, if you are ready to put a complaint like, the traffic light turns red so fast at your university's back entrance.
Haha. Bole complaint x pasal tu?).
Before the implementation, PCB founds the inefficiency in handling
complaints with the frequency of erroneous in public complaints information as reported by public agencies. These are followed by many scenarios such as the lack of ICT-based complaints handling in the previous system. It is also reported that the previous handling management system is inflexible, less
user friendly and not synchronize with the flow of complaints management in the
agency since it cannot be configured or customized by users.
After the implementation of the SPAB, results show that its usage increases over time due to its success and benefits. This system seems to be more flexible as it give the agencies who used it to configure their own complaints management workflow and SOP, as well as to customize the SLA, document templates and reports. The System is a value-added to the PCB and it enhances competitive advantage for public sector agencies such as in organizational and social value. Much to say, this integrated complaint management system also helped PCB and the agencies to settle many unsolved cases of its complaints list.
That's it! That's my review on the SPAB or iSPAAA system. Hopefully, after this you will visit the PCB website and make your complaint. LOL! If you have any, of course....Till then.
Assalamualaikum.
