KUALA TERENGGANU: Menteri Besar Datuk Ahmad Said did not mince his words when he voiced his frustration over the weaknesses of several agencies in his administration in responding to public complaints and criticism.

"We have so much to do and so little time to do it, but we are not responding to the public's views constructively.

"We cannot dismiss public complaints as a waste of time or as just another personal problem," he said in an interview.

"I will be appreciative of officers who react swiftly to overcome public complaints. Whether or not a complaint is genuine, it must be investigated and if it is true, acted on immediately.

"The tidak apa attitude must stop. Otherwise, we will be the ones responsible for creating a perception that we comprise laggards who are non-responsive to matters of public concern.

"Then we do not deserve to be called public sector employees because we are not effectively serving the public."

Ahmad has been going about posing as a farmer, a labourer and an average citizen to investigate public complaints channelled to him through text messages.

He often found that there was basis for the complaints.

The menteri besar had investigated complaints of illegal sand dredging in Kemaman, poor garbage collection service in various districts and blocked drains in the city and has visited wet markets to check out their condition.

"We have many armchair executives who like to sit pretty in air-conditioned offices. Most are not too keen to go on the ground to investigate complaints and they become defensive when a problem is highlighted in the media.

"I will not blame the media for publishing negative reports. They are doing their job and we should be doing ours. It is against my principle to sweep matters under the carpet."

On the public delivery system, Ahmad said he was satisfied with most counter services and found that the waiting period had been greatly reduced.

"There is improvement. I hear people saying positive things about the speedy service at counters, but I am still getting some negative vibes.

"I am aware that we cannot satisfy the needs of everyone but there is always room for improvement."

He cited as example the one-stop centre at Kuala Terengganu City Council where the public could obtain approval for documents, such as building plans, without having to go to several departments.

"We have spent millions of ringgit upgrading the counter service with computers and related tools. But the tools will only be effective when the people manning them are just as effective. So training and retraining are a must to improve proficiency levels."