Talikhidmat is a customer service hotline and complaint management system operated by the Sarawak state government. It was initiated by the Chief Minister’s Department to supplement existing communication facilities provided by the agencies.
It serves as a centralized communication channel for the public to reach government agencies or non-government organizations in the state of Sarawak concerning public services, the government services and government-related matters, including public infrastructure, healthcare services, education, transportation and more.
Talikhidmat was first developed and implemented in 1996, which was introduced as a client server Talikhidmat system. In 2002, Talikhidmat was relaunched as Centralized Management of Talikhidmat system (CTMS).
Talikhidmat then stepped up their game in developing its very own mobile application, SCS Talikhidmat Mobile Application Version 1.0 on 4 October 2014. The launching event was held at Boulevard Shopping Mall Kuching and officiated by the State Secretary Tan Sri Datuk Amar Morshidi Ghani
Talikhidmat Sarawak is specifically designed to cater the needs of Sarawak residents in addressing their complaints or queries related to the government.
While Talikhidmat is primarily utilized within Sarawak, its usage may vary in different regions or localities within the state. Talikhidmat can be reached at their hotline, 555999 or sending SMS to 62999.
The developer of Talikhidmat is the Sarawak State Information System (SAINS), which is a state-owned information and communication technology (ICT) company in Sarawak. SAINS is responsible for providing various ICT solutions and services to Sarawak state government, including the development and implementation of Talikhidmat.
SAINS focuses on utilizing technology to enhance government operation, improve service delivery and promote efficient communication with the public.
Meanwhile, the state-owned telecommunications infrastructure provider, SarawakNet ensures that Talikhidmat is accessible and functional across different locations in the state.
The state government develops Talikhidmat for several reasons:
a) Enhanced service delivery where the government can provide platform for citizens voicing out their concerns, seeking information and lodging complaints regarding various government services
b) Public engagement and feedback which allows the government to engage directly with the public and gather feedbacks on government services
c) Efficient Complaint Management: serves as a mechanism to streamline complaint management. By centralizing complaint management process through Talikhidmat, the government can ensure that issues are addressed promptly and efficiently, thus enhancing citizen satisfaction
d) Promotes transparency and accountability by providing a structured system for citizens to lodge complaints in a transparent manner so that the issues are not overlooked and keep citizens informed about the progress and outcomes of their complaints
e) Data-driven decision-making. Data collected through Talikhidmat can be analyzed and identify recurring issues, assess service performance and inform policy decisions. The government will be able to gain insights into the common problems faced by the citizens and prioritize areas for improvement based on data-driven evidence.
