{
  "id": 11125902,
  "title": "Chief Secretary urges expanded use of citizen feedback app to streamline public complaints",
  "url": "https://urgent.news/2026/10/01/chief-secretary-urges-expanded-use-of-citizen-feedback-app-to",
  "topic": "world",
  "section": "World",
  "published": "2026-10-01T05:03:00.000Z",
  "source": {
    "name": "The Vibes",
    "slug": "the-vibes",
    "url": "https://www.thevibes.com/articles/news/127858/chief-secretary-urges-expanded-use-of-citizen-feedback-app-to-streamline-public-complaints-nationwide"
  },
  "original_language": "en",
  "account": "Chief Secretary Tan Sri Shamsul Azri Abu Bakar is advocating for increased use of the Respon Rakyat mobile application to streamline public complaints and feedback channels in Malaysia. Speaking at a ceremony recognizing state administrations, Shamsul emphasized the importance of leveraging data insights from the application to identify trends and develop solutions for public issues. He stressed that public servants must maintain empathy and empathy when delivering services, and must not dismiss complaints that fall outside their authority. Shamsul also cautioned against adopting a reactive firefighting approach and called for a proactive reform bureaucracy initiative. The ceremony recognized Selangor, Perak, Melaka, Sarawak, and Kedah states for receiving seven-star ratings, while Pahang, Penang, Negeri Sembilan, and Kelantan received six-star ratings. Terengganu, Sabah, Johor, and Perlis received five-star ratings. Shamsul highlighted the success of paperless initiatives, saving 123,325 reams of paper and RM5.79 million in costs between May and August. These efforts align with Malaysia's Madani vision and Public Service Reform Agenda, prioritizing innovation and public welfare.",
  "summary": "CHIEF Secretary to the Government Tan Sri Shamsul Azri Abu Bakar has urged federal and state administrations to expand the adoption of the Respon Rakyat (RR) mobile application to ensure public feedback channels are more inclusive, swift, and accessi...",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}