BANDAR SERI BEGAWAN
Thursday, September 3, 2015
From March 2014 until July 2015, the Talian Darussalam 123 (TD123) hotline call centre managed 352,974 calls, with an average of 21,000 calls per month.
Of these calls, 36% involved complaints.
In a statement emailed to The Brunei Times, the E-Government National Centre said the segregation of complaint calls managed (March 2014 – July 2015) per agency was 53% for the Ministry of Development, 45% for the Department of Electrical Services, 0.49% for the Department of Land Transport, 0.38% for e-Darussalam, and 0.17% for the Recruitment System (PSC Recruitment), which only started early this year.
The Talian Darussalam 123 hotline is part of the Talian Darussalam (Darussalam hotline) project and was launched in March last year to handle complaints, queries and the provision of information for non-emergency government services. The project, which commenced in September 2013, consolidated four existing government hotlines into one dedicated service. These include the hotline services of the Ministry of Development (140), Department of Electrical Services (144), Department of Land Transport (119) and e-Darussalam (2424959). The Talian Darussalam service is available 24 hours a day, seven days a week.
Starting in February this year, the Public Service Commission (SPA) new online Recruitment System (PSC Recruitment) has been added to and supported by TD123. Within this month, TD123 will offer a new service to members of public, the statement said.
“This service is a video call service that is aimed at providing an alternative way for the public to activate their e-Darussalam accounts. A TD123 mobile application will also be offered in the near future where the public can get the latest notifications about services and to lodge complaints or enquiries. More public services will be covered in the future, which will include matters related to rubbish, marine, broadcasting materials and animals,” the statement added.
Starting from June 2015, TD123 has also provided alternative communication channels for the public to contact TD123.
“The public can contact TD123, share pictures related to their complaints, feedback or enquiries via TD123 social media pages (Facebook, Instagram, Twitter @td123bn) or email (firstname.lastname@example.org) or via complaint/enquiry form at www.123.gov.bn. The operational hours for all other communication channels is 24 hours a day, seven days a week,” said the statement.
Under the Ministry of Development, complaints and enquiries received were related to the following services: water, road, land, survey department, environment, drainage and sewerage, government buildings under the jurisdiction of the Department of Buildings, commercial buildings, housing under the jurisdiction of the Housing Development Department, electrical issues in buildings under the Public Works Department’s maintenance, parks and recreation, open burning, tree cutting and slope failure.
Under the Department of Electrical Services, the complaints and enquiries received were related to the following services: electrical supply, disturbance of government assets and street lights.
Under the Department of Land Transport, the complaints and enquiries received were related to the following services: heavy and commercial vehicles, demerit points and LTD online services.
Under e-Darussalam, complaints and enquiries received were related to e-Darussalam accounts and the content of e-Darussalam.
Courtest of The Brunei Times