The Malaysian Government Call Center (MyGCC), which was previously under the Malaysian Administrative Modernization and Management Planning Unit (MAMPU), is now placed under the Ministry of Communications, said Minister Fahmi Fadzil.
He was quoted by Bernama saying that the decision was taken because the agency was seen to play an important role as the first line of communication between the government and the people to obtain information and submit complaints.
Fahmi mentioned that MyDIGITAL Corporation which was previously placed under the Ministry of Economy, was transferred to the Ministry of Digital.
There are several other agencies that are either new or are in the process of having their transfers confirmed. Before the end of the month, a Ministerial Function Order will be published that will designate the ministries, as well as the gazetted agencies, and that will be the official directory where the agencies are located.
Communications Minister Fahmi Fadzil
Meanwhile, the Malaysian National News Organization (Bernama), the Tun Abdul Razak Institute of Broadcasting and Information (IPPTAR), the Department of Information (JaPen), the Department of Broadcasting, the National Film Development Corporation (Finas), the Communications and Multimedia Commission (MCMC) and MyCreative Ventures remain under the Ministry of Communications.
Regarding MyGCC, Fahmi said the call center received about 955,867 transactions last year through various platforms, with 99.26% of them made through phone calls.
Most of the calls, he said, were made related to the Ministry of Home Affairs and agencies under it such as the Immigration Department and the National Registration Department in addition to the Road Transport Department.
Given that many people are now interacting in applications such as WhatsApp, Telegram and so on, I would later ask MyGCC to study what we can do to improve the communication process, including adapting AI (artificial intelligence) to take advantage of platforms that are not calls but such as WhatsApp and so on.
Communications Minister Fahmi Fadzil
Currently, the public can make inquiries, complaints, suggestions or feedback, online transfer services and acceptance of appreciation to all government agencies through seven communication channels by using one number, without having to attend the relevant government agency or ministry.
The seven channels are voice calls; Short Order System; email; facebook; Twitter (now known as X); instagram; and the SITI@MyGCC Chatbot Application.
