KUALA LUMPUR, April 28 — The federal civil service did better than expected in its improvements to the public service delivery system over the past year, the Government Transformation Programme (GTP) 2014 annual report released today said, basing this on the performances of three ministries.

The report said the Works Ministry, Health Ministry and Federal Territories Ministry combined to deliver 139 per cent on their key performance indexes (KPI) covering enhancement of road signage and markings, improved hospital waiting times and lift maintenance in low-cost public housing.

The Works Ministry met 100 per cent of its KPI by installing road sign boards that are smaller, less reflective and more consistently placed in Kuantan and Pahang while securing a 92 per cent approval rate by local road users and cost savings of RM8.2 million, the report said.

The Health Ministry, meanwhile, doubled its KPI delivery by implementing more efficient patient management at four hospitals — Hospital Tengku Ampuan Afzan, Pahang, Hospital Raja Perempuan Zainab II in Kelantan, Hospital Sultanah Nur Zahirah in Terengganu, and Hospital Sultanah Aminah in Johor.

The new patient flow system was based on what was implemented at Hospital Tengku Ampuan Rahimah in Klang, which saw the average time a patient spends in the hospital slashed from 192 minutes to 88 minutes.

As for the Federal Territories Ministry, it contributed to the improved performance by halving the number of lift complaints among Batu Muda low-cost apartment residents to 390 last year compared to 780 complaints registered in 2013.

The report also noted a reduction in waiting time at the orthopaedic clinic at Hospital Sultan Ismail from 115 minutes to 62 minutes, and improved pre-ambulance response call at five hospitals — Hospital Tengku Ampuan Rahimah, Hospital Kuala Lumpur, Hospital Serdang, Hospital Ampang and Hospital Sungai Buloh — where 90 per cent of priority 1 calls are met with a 15-minute response time.

Adding to the improved public service delivery is a 95 per cent reduction in waiting time at public toilets in Teluk Kemang by increasing capacity by 75 per cent and hiring better skilled workers, the report said.