SOP compliance on display at UTC Kuching
KUCHING: Strict application of the standard operating procedure (SOP) was the order of the day at the Urban Transformation Centre (UTC) here, as customers thronged the building to settle their affairs following the full resumption of operations yesterday.
Long queues were seen at the sole entry point, with members of the public having their temperature screened and name and contact number recorded prior to being allowed into the premises.
The number of customers permitted into the building as well as each office inside was also regulated to avoid overcrowding, as per the social distancing requirement.
Despite the strict measures in place, those met said they were glad that UTC Kuching had fully reopened after months of being partially closed following the implementation of the Movement Control Order (MCO).
Nurain Abdullah, 36, described UTC as the go-to place for those who needed to settle matters involving government agencies, whether it was to renew one’s driving licence or to apply for a loan from the National Higher Education Fund Corporation (PTPTN).
“The resumption of full operation at UTC, where most government agency offices are located at one place, is very welcome. However I think they can further improve the service level, given the long queues seen today,” she said.
The administrative clerk said the longer operating hours at UTC made it more convenient for working adults like her to attend to their business, in addition to the building being located in the centre of the city.
“Another advantage is that I can visit multiple government agency offices at the same time as they are all located along the hallway,” she said.
Jordan Jelis, 26, who works as a waiter, said the full reopening of UTC was a definite relief for many, especially those who needed to settle matters that could not be done online.
“For senior citizens, it is understandable that they may not be tech-savvy enough to make use of the available digital services. But even for those who are, there are certain matters that require them to be physically present,” he said.
He believes there is a need for both physical and digital government services to complement each other in order to provide optimum customer experience.
Meanwhile, long-time friends Freddy Bong and Damian Tang said they were both headed to the Road Transport Department (JPJ) office to renew their driving licence which had expired during the MCO.
“Honestly, without UTC opening, it would be a lot more troublesome for us. When I need to clarify or obtain government services, the first place I would think of is UTC. I can’t think of any other place,” said Bong, an assistant architect.
“Whether it’s paying utility bills, inquiry on PTPTN, renewing driving licence, paying insurance premium or seeking medical consultation, all can be settled inside UTC,” he added.
For Tang, he said going to JPJ at UTC was more convenient as opposed to going to the department’s headquarters at Jalan Kuching-Serian.
“As reported in the news, the queue at JPJ headquarters is much too long. It’s also too far from where I live,” said the secondary school teacher.
He also voiced support for the strict implementation of the SOP at UTC, saying it was needed to avoid overcrowding during this pandemic period.
On whether the SOP should be a permanent fixture even after the Covid-19 pandemic ends, Tang said the decision should best be left to the professionals, although he firmly believes in the mantra of ‘ prevention is better than cure’.