Page 125 - SP2025

Strategic Plan 2025 - 2030 | MEITD

1. Stakeholder satisfaction rating through 3. Percentage of resolved complaints or
surveys (e.g., percentage of stakeholders issues within a defined time frame.
satisfied or very satisfied). 4. Number of stakeholder feedback sessions
2. Average response time to inquiries and conducted annually.
service requests.

Customer Relationship Management Regular Stakeholder Engagement
(CRM) System Sessions

Develop and implement a centralized Host forums, town halls, and focus group
CRM platform to track stakeholder discussions to foster dialogue, gather
interactions, manage inquiries, and insights, and share updates with
ensure timely responses. stakeholders.
Service Excellence Training Transparency Initiatives

Provide targeted training programs for Publish detailed service reports, policy
MEITD staff to enhance their updates, and performance dashboards to
communication, problem-solving, and enhance stakeholder trust and
customer service skills. awareness.
Stakeholder Feedback Platform

Establish an online portal and periodic
Enhancing customer satisfaction is pivotal to
surveys to gather and analyse
MEITD ’s mission of delivering effective and
stakeholder feedback, with a focus on
impactful services. By fostering a culture of
identifying areas for improvement.
responsiveness, transparency, and
Service Charter/Client Charter continuous improvement, this strategic
Implementation objective ensures that MEITD ’s initiatives are
aligned with stakeholder needs, driving long-
Develop and publish a service charter term success and strengthening its role in
outlining MEITD ’s commitment to service Sarawak ’s socio-economic development.
quality, response times, and stakeholder
engagement.

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