Public satisfaction in police services at all time high, government report card says

The police scored a 92.5 per cent public satisfaction rate as at September last year, a 6.8 per cent increase from their score of 85.7 per cent in October 2013. — Picture by Saw Siow Feng
The police scored a 92.5 per cent public satisfaction rate as at September last year, a 6.8 per cent increase from their score of 85.7 per cent in October 2013. — Picture by Saw Siow Feng

KUALA LUMPUR, April 28 — The police have scored highly in terms of public satisfaction with their services following a string of improvements made to their operations over the past three years, according to the Government Transformation Programme (GTP) 2014 report.

The report said the police scored a 92.5 per cent public satisfaction rate as at September last year, a 6.8 per cent increase from their score of 85.7 per cent in October 2013.

The 2014 score included 53.9 per cent who were "somewhat satisfied", and 38.6 per cent who were "very satisfied".

The report said the improvements that contributed to the improved satisfaction rating include the installation of one-way mirrors at district police headquarters, expansion of triage counselling in police stations, implementation of an online checking system for police reports, improved response time and a “Balai League Table” that ranks the performance of police stations nationwide.

"In general, the initiatives are focused on enhancing the capacities of PDRM in line with an ambition to meet world class policing standards by 2020," the report said, referring to the police by their Malay acronym.

"The end goal is to modernise the police force to bring it up to par with the other police forces around the world and thus create a more effective police force in Malaysia," the report added.

The satisfaction rating used a baseline of 65.3 per cent measured on October 2011, and showed little progress until July 2013 when the ratings shot up to 84.6 per cent from 65.7 per cent in October 2012.

The report said Putrajaya is now working on enhancing the police's effectiveness and efficiency in investigations, which includes cutting the number of investigation papers managed by each investigating officer and provide strong forensics support to allow for more thorough probes in less time.

"PDRM will thus recruit additional police officers to bolster the ranks of the investigating team," the report said.