Help Bring About Changes

I don’t expect Anthony Loke, a YANG BERHORMAT MENTERI with all the police outriders speeding past us to give him the passage throigh traffic jams, to respond to me, an ordinary Malaysian, but all the issues that I have highlighted to him about KTMB are issues that he, as the minister of transport, should address urgently so that a senior staff at KTMB could solve my complaints amicably as a client.  Otherwise, Loke is worse than the clueless Mazlee Malik as far as I am concerned. All my years dealing with DAP stalwarts like Lee Lam Thye or Tan Seng Giaw, Anthony is hardly comparable to any of his seniors.  No wonder DAP has lost its grassroots support a great deal. It is all because other own shortcomings that current leaders like Loke has refused to see their shortcominga and improve themselves.  They have no one to blame than themselves. I have cited even former MCA ministers like Dr Fong Chan Onn had helped even after their retirement to solve a problem highlighted to...

As voters and rakyat, we must ask a critical question of our Ministry of Transport: Three years into Anthony Loke’s tenure as Minister, where are the structural reforms we were promised? When we look at his Cabinet colleague and associate, Hannah Yeoh, we see a leader actively implementing visible, tangible changes to the policy landscape and day-to-day governance of Kuala Lumpur.  Yet, when it comes to our national rail services—specifically Keretapi Tanah Melayu Berhad (KTMB)—the public transport system remains bogged down by the same subpar service delivery and stagnant work culture that has plagued it for the past two decades. A recent personal experience highlights exactly how deeply entrenched these systemic failures are, particularly within KTMB's digital ticketing system (KITS) and its customer service management. I am sure many others have complaints about KTMB’s commuter services over the years apart from just this complaint that I’m highlighting.  For a senior citiz...

  这里是为您翻译的华语版本，整体语气保持了原文的严厉、恳切与建设性，并采用了符合马来西亚华文媒体及公众习惯的规范用词（例如：Rakyat 译为“国民/人民”，ETS 译为“双轨电动火车”）。 翻译文本：一个关切的国民与选民的公开呼吁 作为选民和国民（Rakyat），我们必须向我们的交通部提出一个关键的问题：在陆兆福执掌交通部三年后的今天，我们曾被承诺的结构性改革究竟在哪里？ 当我们看看他的内阁同事兼同僚杨巧双时，我们看到的是一位正积极为吉隆坡的政策格局和日常治理带来肉眼可见、切实改变的领袖。 然而，一旦谈到我们的国家铁路服务——特别是马来亚铁道公司（KTMB），整个公共交通系统依然深陷于过去二十年来一直困扰着它的那种低劣服务和不思进取的企业文化中。 我最近的亲身经历，正巧凸显了这些系统性失败究竟扎根得有多深，尤其是在KTMB的数字票务系统（KITS）及其客户服务管理方面。 我相信，除了我在此揭露的这项投诉之外，许多人在过去多年来对KTMB的通勤火车服务也都充满了怨言。 对于一位试图购买前往槟城的双轨电动火车（ETS）车票的老年人来说，其购票流程简直是糟糕的用户界面（UI）设计的“教科书范本”。虽然老年人依法享有50%的折扣，但系统却将这一福利隐藏在一个含糊不清、位置隐蔽的勾选框后面，该选项写着：“我是为自己旅行”（I am travelling myself）。 应用程序上完全没有任何清晰的说明，去解释勾选这个特定的框框才是计算老年人折扣的前提条件。如果一位老年人登录了自己已经过完全验证、年龄已获确认的账户，为自己名下的姓名和身份证号码（IC）购买车票，系统理应自动扣除折扣。 强迫用户去理解令人费解的字面语义，并在他们漏掉隐藏步骤时变相“惩罚”他们，这是数字化治理上最基础的失败。 更糟糕的是，当这些缺陷被指出时，KTMB客服人员所表现出的那种推诿和毫无帮助的态度。在联系热线时，员工不断推卸责任，指责用户自己没有勾选那个框，甚至要求提供“截图证据”来证明界面令人困惑。当被追问为什么老年人账户还需要二次验证框时，员工给出了一个令人匪夷所思的解释：声称“成人”是一个介于18岁到60岁之间的绝对且僵化的类别，完全无法理解老年人同样也是成人的事实。 一线员工这种缺乏同理心和思维僵化的表现，证明了KTMB依然在以“照常营业”的敷衍心态运作，完全缺乏“客户至上”的服务文...

  Sebagai pengundi dan rakyat, kita harus bertanyakan satu soalan kritikal kepada Kementerian Pengangkutan: Selepas tiga tahun Anthony Loke memegang jawatan sebagai Menteri, di manakah reformasi struktur yang telah dijanjikan kepada kita? Apabila kita melihat rakan sejawat beliau, Hannah Yeoh, kita dapat melihat seorang pemimpin yang aktif melaksanakan perubahan ketara terhadap landskap dasar dan tadbir urus harian di Kuala Lumpur. Namun, apabila menyentuh soal perkhidmatan rel kebangsaan kita—khususnya Keretapi Tanah Melayu Berhad (KTMB)—sistem pengangkutan awam kekal terperangkap dalam penyampaian perkhidmatan yang lemah dan budaya kerja jumud yang telah membelenggu agensi ini sejak dua dekad lalu. Satu pengalaman peribadi baru-baru ini jelas menunjukkan betapa tebalnya kegagalan sistemik ini, terutamanya dalam sistem tiket digital KTMB (KITS) dan pengurusan khidmat pelanggan mereka. Bagi seorang warga emas yang cuba membeli tiket ETS ke Pulau Pinang, proses tempahan tersebut ada...

  Over the years, my experience with different ministers teach me an important lesson that will help the sitting prime minister have a cabinet of ministers who can problem solvers, rather than those who are only   kaki bodek.   I won't mention names but I want to show that, if if ministers are selected from people, whose entire career is in politics, they are not good problem solvers.  There are of course, some exceptions, I would say especially those who have a heart for the people, who would look for a solution, regardless of what.  If they do not any management experience, frankly, I think they should attend workshops on management, if the Prime Minister wants to have a cabinet of problem-solvers.  Three Bad Examples I will only mention two bad examples so that politiicians can see and learn from the way how things were done by them, compared to say, something a good manager would do to solve a particular problem. A few years ago, I remember having to de...