Today I get a taste of 3 different types of experience in 3 different government offices. Who likes going to government offices? I think I can safely say; most people find government offices dealing a little (or very) apprehensive. My first dealing of the day at the High Court of Kota Kinabalu was like paradise. I was greeted with a “Good morning, how can I help you today?”. We even joked a bit with me singing a little line from a Raya song: setahun hanya sekali. Both me and the counter officer had a pleasant exchange and I got my declaration done rather smoothly.

Next stop was my hell experience at the Inland Revenue office (LHDN). Just to compare with last year what digitalization did to some of the staffs at LHDN left me pretty saddened. Last year when I needed to get my stamp duty done, the LHDN office was undergoing renovation, so you can imagine the chaos. All the customers related counters were moved to their hall. In the midst of that, transaction was efficient and people were helpful. Very human; there were smile and courtesy among the staff with the customers. Today it was hellish, the only person who treated me with a smile and courtesy was the guy at the information counter. In my opinion, he is one of the only relevant staff in that office. Due to the migration of their system, they no longer provide any service pertaining stamp duty. I learnt today I can get everything done at home which is great for people with access to the internet and internet banking. The dehumanizing part was how rude the floating staffs were to me. Without explaining that I have to do everything myself as the migration to fully digital system has happened, she commanded me to take out my phone and google stamp. I found that rather intrusive. So my natural question was: what if I don’t have my phone with me? In a defensive tone, she argued that I must have my phone with me. What she did was taking power away from me. So reluctantly I took out my phone, and then guess what? That’s all the help she can afford, can’t even stay there for a bit to see if I need further help. To make matter worst, internet connection was not the best. I was already annoyed with her intrusive behavior and then she walked off to sit down and chat with another floating staff. So I went to another staff with a rather annoyed face and he sent me to a counter. The guy at the counter “helped” me reluctantly even talked about me in front of me with a customer he was attending to, semi making fun at how annoyed I was. The guy at the counter was rude, sarcastic and made it clear that I have to bow down to him if I want this done. I have a big problem with this kind of attitude. After getting things done, I still apologize for my stern voice but I told him almost directly that his job is on the line with rapid digitalization. There will be less need of manpower and guess who should go first? The two floating and very unhelpful ladies should also be the first in line to go because they are redundant. Why should taxpayers money be wasted on people who are not contributing to the organization? 

If the lady had explained it to me in the first place that everything has migrated to an online system and asked me politely if I am comfortable, she could guide me through it using my phone; I would happily say yes and would appreciate the courtesy. But I was treated with a tone of “no choice here, you either bow down or I am not going to help you attitude”; I have a huge issue with that. If all she did was floating around doing no customer service, the explanation and perhaps a printed guidelines can already be given out by the man at the information counter. The renovation at LHDN basically made it like a mall atrium, not an office to serve people.

Then came my third experience at the National Registration Department (JPN) in UTC. The number of people was at least 10 times more. Thanks to the encouragement to walk, I took the stairs up two storeys. Unsurprisingly as I arrived, I was gasping for air. I got myself confused and went to the wrong counter. The officer at the counter greeted me with a smile and directed me to the right counter to get my number. As I took my number I was greeted with a smile as well and a short chat to ask me to breath slowly. What a difference already! I felt I was treated with more humanity and not as a mechanized machine that only need to follow instruction. The queue was pretty long in JPN and then by the grace of God I spotted a special assistant counter for the elderly, pregnant women and the disabled. So I waited until it was empty and asked the officer to help me (I have a disability pass). He was courteous and polite, very helpful although it was almost lunchtime for him. I am really grateful for the human treatment at JPN, which was way more chaotic if we were to compare the level of busyness. 

As I reflect on the difference of treatment, I came to an observation that the difference came in the one factor: digitalization. When human service was expected of LHDN, they acted more humanly and it is different now. They probably are not aware of this reality because typical government department rigidity can become a norm that shapes the culture. I also notice there is no need for good service in LHDN as customers do not have any immediate way of assessing the level of satisfaction. Perhaps they thought that gave them the license to act like jerk. In JPN, each counter has a satisfaction rating; perhaps that was a small gesture that goes a long way for the staffs. In the high court, people dealing is their daily business and it probably doesn’t make sense to digitalize our judiciary system. 

Digitalization can indeed streamline a lot of things. In my case, I wish immigration processes can be streamlined more efficiently through digital aids. Year in year out, I did the same statutory declaration, same duty stamping, fill in the same forms, certified true copies of the same documents and going through the same processes every year. The JPN system should be linked to the immigration system. If I am renewing my husband’s pass, then JPN should have the information that I am still married to him. My ID card remain the same; so doing the same thing every year can certainly be streamlined. I can understand the longer process the first time round but after so many years, it is still the same. And this repetitive and time wasting procedure also applies to our countrymen from the other states who wants to stay here long term. So in a sense, there’s not much of a difference between a foreigner and a non Sabahan Malaysian. 

When things taken to the extreme, it becomes bad. It is the same with digitalization. In my opinion, even with digitalization of processes, service counter that provide help physically should still exist. We encountered a man in Centre Point at the parking payment. It was his first time using the machine and I am grateful that cash payment still exist. This man, not too young in age, was having much trouble with the payment system which was too confusing for him. He managed to get it done but was doubtful if he has done it. We happened to be there and helped him a bit. I believe we are born with our freedom to choose to not own a smart phone or even a bank account or an online banking facility. For a person who chose to live differently – no digital access to their money (like my mother who doesn’t know how to use internet banking) or someone who only wants a basic phone; these will be the “marginalized” of the society. In LHDN stamping system, you MUST have internet access and internet banking, there’s no other way. What kind of messaging is this sending to us? 

Learning from the recent CrowdStrike incident, do we really want to go fully digital? Can you imagine a fully digitalized world? I think we need to balance between enjoying the benefit and convenience of digitalization and the consciousness of remaining human. I read a story of elderly gentleman who was introduced to internet banking by his son. His son totally sold him the convenience of internet banking and how he gets to skip the queue. The elderly gentleman answered his son with such wisdom that sort of slap me on the face. He said this: “Son, I am a retired man with time in my hand. Skipping the queue is great but I don’t need it. What going to the bank physically does to me was something that internet banking cannot replace. I get to interact with another human being. I get to catch up with the neighbor and sometimes get coffee afterwards. Internet banking involves no human but I am a human being who appreciates other human”.

Being a people person, I appreciate being around people. And being a person who has worked in a service line with difficult customers, I appreciate good customer service. It makes a lot of difference to a fellow human being treated as one created in the image and likeness of God. What can we do in this age and time to humanize our digitalized world? The teaching from St. Paul came to mind as an encouragement for us;

“Do not be conformed to this world, but be transformed by the renewing of your minds, so that you may discern what is the will of God—what is good and acceptable and perfect.” – Romans 12: 2

“Let love be genuine; hate what is evil, hold fast to what is good; love one another with mutual affection; outdo one another in showing honor. Do not lag in zeal, be ardent in spirit, serve the Lord.Rejoice in hope, be patient in suffering, persevere in prayer.Contribute to the needs of the saints; extend hospitality to strangers.” – Romans 12: 9-13

These are words that serve as a reminder for me, that goodness starts from me; that my experiences can be turned into an opportunity to glorify God. May you find balance, blessings and may we continue to consciously bring out the best in humanity.

With lots of love,
Irene