BUKU PANDUAN LAYANAN PERKHIDMATAN PELANGGAN SEKTOR AWAM (PLPP) PUBLIC SECTOR CUSTOMER SERVICE HANDBOOK (PLPP) Bahagian Penyelidikan, Perancangan dan Dasar (BPPD) telah menerbitkan Buku Panduan Layanan Perkhidmatan Pelanggan (PLPP) Sektor Awam secara kolaborasi bersama Jabatan Imigresen Malaysia ( JIM), Jabatan Pengangkutan Jalan ( JPJ) dan Jabatan Pendaftaran Negara ( JPN). Ia telah dilancarkan oleh YBhg. Tan Sri Ketua Pengarah Perkhidmatan Awam pada 26 November 2021. Buku PLPP Sektor Awam ini diterbitkan untuk dijadikan rujukan oleh kementerian jabatan dan agensi bagi melonjakkan prestasi penyampaian perkhidmatan awam khususnya di kaunter Perkhidmatan Kerajaan. Kandungan utama buku ini adalah lapan (8) ciri-ciri kecemerlangan petugas barisan hadapan dan panduan amalan tutur kata yang seragam, riak muka dan gerak badan yang profesional, berintegriti serta mesra pelanggan. Salinan lembut (softcopy) buku ini boleh dimuat turun melalui laman sesawang JPA. . The Research, Planning, and Policy Division (BPPD) has published the Public Sector Customer Service Handbook (PLPP) in collaboration with the Malaysian Immigration Department (IMI), the Road Transport Department (RTD) and the National Registration Department (NRD). It was launched by YBhg. Tan Sri Director General of Public Service, on 26 November 2021. The PLPP book is published as a reference by Ministries / Departments and Agencies to boost the performance of public service delivery, especially at Government services counters. The main content of this book is on the Eight (8) Characteristics of Excellent Counter Staff and a guide to embracing a standard way of speaking, showing facial expressions, and body movements that are professional, with integrity, and customerfriendly. A soft copy of this book can be downloaded from the PSD website. (37) Buku Panduan Layanan Perkhidmatan Pelanggan Sektor Awam (PLPP) Public Sector Customer Service Handbook (PLPP)
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