Kuala Lampur:According to BERNAMA News Agency, Chief Secretary to the Government, Tan Sri Shamsul Azri Abu Bakar, has urged federal and state administrations to promote the Respons Rakyat (RR) app. His call aims to enhance government feedback channels, making them more inclusive, faster, and accessible to the public. This initiative aligns with Malaysia's digitalisation aspirations and supports the Public Complaints Management System (SISPAA). Shamsul Azri stressed the importance of fully utilising information and data obtained through the SISPAA system and the RR app. He emphasized that feedback should be used to identify trends in public problems and formulate new solutions, rather than dismissing complaints as outside jurisdiction. Empathy in service was highlighted as a cornerstone of good governance. Speaking at the Appreciation Ceremony for the 2025 Public Complaints Management Inspection Rating, Shamsul Azri also cautioned civil servants against complacency when resolving complaints on a one-off basi s. He warned against a continuous firefighting approach to problem-solving, suggesting that recurring complaints signal systemic gaps. Regarding the Bureaucratic Red Tape Reform (RKB) Initiative, he noted that 1,582 projects have been registered, with 496 completed, resulting in RM3.21 billion in compliance cost savings. He also reported significant savings from paperless initiatives, with RM1.48 million saved in August alone and cumulative savings of RM5.79 million from May to August. Shamsul Azri linked these initiatives to Malaysia MADANI aspirations and the Public Service Reform Agenda (ARPA), which focus on agility, well-being, compassion, trust, and innovation in administration. The event was organised by the Public Complaints Bureau (BPA) of the Prime Minister's Department to recognize achievements and share best practices in public complaints management across state administrations. The inspection rating evaluation covered various categories such as public response efficiency, service delivery, com plaint management competency, work process efficiency, governance, strategic communication, and digital innovation excellence. The state administrations of Selangor, Perak, Melaka, Sarawak, and Kedah received seven ratings. Pahang, Penang, Negeri Sembilan, and Kelantan received six ratings, while Terengganu, Sabah, Johor, and Perlis received five ratings.