Client
Members of Parliament
Services
UX Design, Web App Development
Year
2023
Projects
Sistem Pengurusan Khidmat Rakyat (SPEKRA)
This system is typically used by representatives’ agencies or community service centers to manage complaints, applications, and feedback from the public in a systematic and transparent manner.
About Project
This system enables the processes of complaints, assistance applications, feedback, and action monitoring to be carried out online to ensuring that community administration becomes more efficient, transparent, and data-driven.
Challenge
Most citizen complaints or assistance requests are handled manually through phone calls, letters, WhatsApp messages or walk-ins.
- Citizens often feel their complaints “go nowhere.”
- No visibility on the progress or outcome of their submissions.
- Limited communication between agencies and the public.
- Different departments handle issues separately (e.g., welfare, public works, local council).
- No shared database or cross-department workflow.
- Manual documentation slows down case handling.
- No automatic reminders or escalation process for overdue cases.
Solution
To centralize all complaints into one traceable digital platform with unique case IDs, ensuring accountability and transparency.
The system allows citizens to track complaint status online, receive updates, and build trust through visible government action.
To enable integrated data sharing and automated task routing, improving coordination and reducing delays in service delivery.
With the digital system, complaints are automatically assigned, and reminders or notifications ensure faster response and follow-up.
The system provides real-time dashboards and analytics, allowing management to make data-driven policy decisions.
Client
Members of Parliament
Services
UX Design, Web App Development
Year
2023