How to improve the delivery service of local authority? This is the topic for discussion during a gathering of MBPJ councillors and officers last month. The discussion centred on 5 main topics, namely leadership, human capital, ICT, finance as well as publicity and marketing. Many of the important components have been categorised under these five topics. These include bureaucracy, legal provision, competency and capacity, strategic actions, stakeholders relationship and other management issues.
While many of these are not new, most of these have no immediate solution. For example, although state of art technology is available, the capability of staff to handle it is low and become a hindrance for applying the technology to improve quality of service.
At the end of the day, it is competency counted. Capability of human is the key to implementation. We need staff with competency and capability, but also not to forget the commitment and compassion of doing things. It is critical to have dedicated staff for planning, implementing and monitoring programmes. The hope is there for effective service delivery if everyone put their 3"H" together, namely the heart, head and hand.
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