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Malaysia Government Call Centre (MyGCC)


Introduction
In order to realise the government's intention in accordance with the concept of Popularising the Public Service, Malaysia Government Call Centre (MyGCC) was conceived as a communications gateway to connect the people with government agencies. MyGCC was created based on the concept of high impact, low cost and rapid execution under the National Blue Ocean Strategy (NBOS). Since it was launched by the Prime Minister on 12 November 2012, MyGCC has been operating 24 hours a day, 7 days a week offering customers 7 communication channels (SMS, phone, e-mail, portal, fax, Facebook and Twitter).

Background
Like other call-centre services around the world such as New York 311, Service NSW in Australia and 1823 in Hong Kong, MyGCC is a one-stop call-centre with just a single number – 03 8000 8000 – for all service agencies, in line with the government’s No Wrong Door Policy. Generally, people can make requests, complaints, suggestions/feedback, perform online transfer services and receive appreciation from all government agencies through seven (7) channels of communication with a single number without having to visit the government agencies or ministries concerned.

In line with combining the customer service of different agencies/ministries, this exercise can reduce agency/ministry costs. Strategic collaboration between MyGCC and Ministries/Agencies via information-sharing enables the unanswered call rate (UCR) of the Ministries/Agencies to be reduced.

How does MyGCC Work?
MyGCC has developed a smart strategy through improvements by using the latest technologies and enhancing existing operational processes to ensure that services remain relevant and become the main reference for the people. MyGCC uses the Interactive Voice Response (IVR) service, which is voicemail that enables calls to be answered promptly and relevant information stored for purposes of the analysis.
In addition, MyGCC also empowers frontline service levels by providing solutions at an early stage. One of the steps taken by MyGCC is to appoint a Customer Service Officer (CSO) as a Subject Matter Expert (SME), namely the CSO cluster that helps people with any questions they may have about an agency/ministry.

OMNICHANNEL MyGCC
There are eight (8) channels for MyGCC services, namely Voice Call, SMS, Email, Facebook, Twitter, Portal, Fax and Mobile Apps that can be summarised as follows:
1. This email address is being protected from spambots. You need JavaScript enabled to view it.
2. facebook.com/MyGCCMalaysia/
3. Twitter MyGCC (@MyGCCMalaysia)
4. 03-8000 8000 [ Panggilan Suara | SMS | Faks ]
5. https://play.google.com/store/apps/details?id=com.onemocc.connexion&hl=en
6. https://itunes.apple.com/us/app/siti-1mocc/id1148463056?mt=8

The MyGCC mobile application known as SITI@1MOCC provides information at one’s fingertips. SITI or ‘Saya Ingin Tahu Informasi’ (I Want To Know Information) provides the following services:
1) Daily Info
2) Inquiries
3) Complaints
4) Frequently Asked Questions (FAQ)
5) Directory of government agencies and locations

Way Forward
Tan Sri Dr. Ali bin Hamsa, ex-Chief Secretary to the Government mooted the idea that MyGCC expand to rank the states by taking into account the role of UTCs in the respective states as the operations centre for the state MyGCC.