Customer Management

Management Structure

Customer Management Structure

1. The customer management structure in PUSTAKA includes the following elements:

a) Customer Service

Staff at all customer service counters are provided with Fail Meja for guidance. Charts of customer management functions are displayed at the service counter for user reference

b) Management of Complaint

Handling of Customer Complaint is a guide in customer management under the supervision of the Communication Unit

c) Client’s Charter

PUSTAKA Client's Charter Statement is displayed online and signage at strategic locations

Services

• Reference query would be answered within one working day
• Inter Library Loan Service (ILL) transaction shall be completed within 7 working days.
• Exhibitions on local history, arts, culture and nature of Sarawak held at least once at every quarter.
• Retrieval of public records and archives from repository room within one working day.
• To ensure request for records management services would be replied within 7 working days from the date of request received.
• Customer complaint (s) shall be acknowledged receipt within one (1) working day

Collection

• Purchase of book(s) requested by member shall be processed within 7 days

Access

• To give 24/7 access to online services

d) Customer Satisfaction

Customer satisfaction surveys for public users and customer satisfaction surveys for government agencies are conducted annually. Service Rating Form and Beneficiaries Satisfaction Rating Form are distributed to users upon completion of the program or service provided

e) Outreach Program

Outreach program includes Customer Day at business complexes and government premises, while academic programs such as Juh Nambah Ilmu, Kembara Ilmu, Reading Seeds, Lan Berambeh, Information Literacy Skills Program are held in coastal and rural areas. Reports are prepared after each knowledge outreach program is held and presented at staff gatherings and several conferences

f) Quality Initiatives

Other initiatives implemented in Pustaka and supervised by the Quality Unit such as KIK, 5S, KFA, Balanced Scorecard and MS ISO 9001: 2015

2. Matters relating to customer management are discussed in :

I. Management Review Meeting (once a year)

II. I-Steering Committee Meeting (at least twice a year)

III. Review of Strategic Plan achievements (once a year)

3. The elements of customer management discussed in the meeting were;

i. Customer service

ii. Management of Complaint

iii. Customer satisfaction

iv. Training/Courses

v. Outreach Program

vi. Other initiatives (KIK project, BSC, Strategic Plan)

Strategic Planning

1. Annual Planning

i. Customer management targets are set in the strategic plan planning held annually.

ii. An annual recovery and improvement plan has been made and implemented.

iii. PUSTAKA uses internal and external information to make annual strategic planning. Among the initiatives used are;

a. Complaint data

b. Telephone registry records

c. Human capital data

d. Core activities

2. Corporate Image Strengthening

Several improvement initiatives to strengthen the corporate image have been held ;

a. Moto/Tagline,

b. The color of the shirt

c. Department logo,

d. Slide Template

e. Official email/letter

f. Corporate song

g. Advertisement and

h. Corporate video

Performance Management

1. Customer Satisfaction

i. To measure the level of customer satisfaction, PUSTAKA uses the following methods:

a. Smiley rating;

b. Customer Complaint Form

c. Customer management review form;

d. Online Survey; and

e. Praise for the services, facilities and staff of PUSTAKA

ii. To encourage consumers to submit suggestions for improvement and make any complaints; LIBRARY provides the following channels;

a. Voice Point;

b. Social media; facebook, twitter, instagram.

c. Email; librarian@sarawak.gov.my & statedepoitory@sarawak.gov.my;

d. Face to face at the referral counter;

e. Suggestion box;

f. Customer complaint form;

g. Service Rating Form; and

h. Telephone and fax.

iii. Customer satisfaction surveys cover library and depository services as well as premises and facilities. The results of the study will be refined for improvement based on priority.

iv. This customer satisfaction survey is reported and discussed in a management review meeting; i-Steering Committee meetings; and strategic plan review sessions that held annually.

2. Client’s Charter

i. The Client's Charter Statement is displayed online and on notice boards in public areas. Client charter performance reports are updated periodically on the Sarawak State Library website; http://www.pustaka-sarawak.com.

ii. This Client's Charter includes;

a. The two main services are; library services and depository services; and

b. Other support services.

iii. Each element in PUSTAKA's client charter is discussed and reported in the following meetings:

a. Management Review Meeting held once a year;

b. Strategic plan achievement review session held once a year; and

c. Other meetings held regularly such as management meetings and sector head meetings

vi. PUSTAKA's Client Charter is reviewed periodically; improved according to current needs; and resource availability

Management of Complaint

1. Management Involvement

• Complaints are handled in a structured manner through Handling of Customer Complaint procedures as well as documents such as; Customer complaint routing form; and Customer Complaint Monitoring Log.

• Customer complaints are reported and discussed in the following channels;
  

i. Staff Management Meetings;

ii. Management Review Meeting; and

iii. I-Steering Committee Meeting chaired by the Chief Executive Officer of PUSTAKA.

2. Management of Complaint Record

Pustaka provides feedback channels for a selection of suggestions and complaints as follows;

• Voice Points;
• Social media; facebook, twitter, instagram.
• Email; librarian@sarawak.gov.my & statedepoitory@sarawak.gov.my;
• Face to face at the referral counter;
• Backup box;
• Customer complaint form;
• Service Rating Form; and
• Telephone and fax

Each complaint received will be recorded in writing in the complaint form and processed through the Customer Complaint Routing Form to be distributed to the owner of the process. Complaints that have been handled will be filed in the Management of Customer Complaint file and placed in the Registry room.
All complaints received will be recorded in a form including the following information;

i. Date the complaint was received;

ii. Complaints Channel;

iii. Complainant Information;

iv. Complaint Information;

v. Date and notice of receipt issued to the complainant;

vi. Case progress notification;

vii. Officers act;

viii. Case settlement;

ix. Case Settlement Date; and

x. Recipient of the complaint.

Customer complaint files are classified as “Restricted” and can only be accessed by officers from the Coummunication Unit and Sector Heads only. The file is placed in the Registry Room which can only be accessed via Bio’Dscan by authorized officers only.

3. Implementation

• Processing

i. The complainant will be notified of the receipt of the complaint within one working day. Complaints received will be recorded and forwarded to the officer in charge within three working days.

ii. The complainant will be informed of the status of the follow -up action/resolution of the complaint by telephone or the attached email address.

4. Control, Monitoring and Reporting Mechanisms

i. All complaints received will be compiled and analyzed to identify remedial actions. The results of the analysis of complaints are used for the purpose of improving the quality of agency services to customers.

ii. PUSTAKA makes preventive measures and improvement processes for the purpose of improving services to customers.

iii. PUSTAKA conducts a Customer Satisfaction survey on complaints received

Service Channel

1. Customer Service

2. Exhibit the Vision/Mission/Client's Charter

The Vision/Mission/Client's Charter is displayed online and on notice boards in public areas.

3. Convenience To Customers

Facilities provided for customers at PUSTAKA include;

a. Provide workflow charts for all core services and display them in strategic places for user reference;

b. Suggestion boxes are provided at strategic places to facilitate users to send complaints and provide suggestions for improvement;

c. Signage (Directional Indicators) are provided to indicate the location of core services and basic facilities

d. Service Counter

Duty rotation schedules for service counter staff are provided on a monthly basis. All service counter staff are neatly dressed and use name tags for identification. Customer management guides are provided at each service counter

e. Safety Office Environment

PUSTAKA adopts the OSH (Occupational Safety & Health) initiative based on the Occupational Safety Act 514 (1994). The documents provided for the practice are;

i. Safety manual;

ii. Security policies displayed at strategic locations on all campuses;

iii. Safety briefing before the program begins;

iv. Emergency Assistance Kits are provided and placed at strategic locations;

v. Stretcher and wheelchair storage space is provided;

vi. Fire extinguishers are maintained and placed at strategic locations throughout campus;

vii. Fire alarms are maintained periodically at each campus; and

viii. Building alarms are installed on every floor and emergency doors in the building

f. Toilet

Toilets for users are kept clean. Cleaning schedules are prepared and supervised by the Facilities Management Unit. To ensure a satisfactory level of cleanliness, PUSTAKA uses the services of private cleaning contractors throughout the year.

Proper toilet usage procedures are displayed on each user and staff toilet door.

4. Facilities for People with Disabilities (OKU), Senior Citizens and Pregnant Women

Pustaka building is designed for wheelchair friendly. Basic facilities for People with Disabilities such as car parking, ramps, disabled toilets, magnifying glasses, braille printers, screen readers, and elevators.

5. Digital Facilities

PUSTAKA provides e-facilities (KIOSK) counters/ computers/ WIFI.

Among the e-services provided by PUSTAKA are;

i. Self -service kiosks lending library material;

ii. LIBRARY member registration terminal;

iii. e-newspaper;

iv. e-Sarawak Gazette;

v. e-publications;

vi. database electronics;

vii. online public access catalog (OPAC);

viii. free computer and wifi for registered members;

ix. RECARS (Records and Archives Reference Service);

x. Sarawakiana Portal;

xi. Sarawakiana Digital Retrieval System (SDRS);

xii. e-KNOWBASE;

xiii. Archival Records Management System (ARMS);

xiv. Records management e-guideline;

xv. Online book loan renewal and booking (ANGKASA System);

xvi. Sarawak Authors;

Pustaka also provides online interaction channels such as Facebook, Instagram (IG) and Twitter

6. Operation of Telephone Services

Telephone call handling procedures are available and practiced at all campuses. MUSA system (Management Utility Services Application) has features to record call messages received and inform the relevant officers via email

7. Promotions/ Web Announcements/ Newspapers/ Notice Boards About Services

All core services, support services, activities and programs are disseminated using all channels existing announcements among others; official web; newspapers (multiple languages); social media; and the phone app (TM INFOBLAST).

Pustaka has made many announcements and promotions for programs or services such as Day with Customers, Tree Planter Day, Outreach Program, Core Services such as Information Literacy Program and so on.