By Aung Kyaw Thant
The role of government departments is very important in carrying out the country’s development activities. Government employees discharge their duties every day to ensure that the policies, plans and public services laid down by the State are effectively delivered to the people.
Therefore, government employees must not only discharge their official duties and obligations but also place due emphasis on the meaning and responsibility of public service whenever they directly interact with the people. In fact, government employees are also members of the general public.
Their family members, friends, relatives and they themselves are all citizens of a single country. When providing services to the public through their respective departments, they must carry out every process with empathy and understanding. For example, when they themselves need to obtain a service from another department, they may need to seek someone’s assistance because they may not be fully familiar with the procedures of that department.
Whenever they encounter such situations, they should put themselves in the position of the people and consider their needs when performing their departmental duties, as people may require assistance to ensure that procedures are completed smoothly and promptly. Although one may be a government employee, it does not mean that one knows and understands the procedures of every department.
Likewise, it is perfectly natural for members of the public not to be familiar with departmental procedures that differ from the occupations and livelihoods they engage in on a daily basis. When a member of the public comes to a government department to obtain a service, it should not be assumed that the person is already familiar with the department’s procedures, the steps for submitting an application, the required documents, or the relevant rules and regulations. Even if they have some prior knowledge, they may not be able to complete all the procedures smoothly because these are not tasks they handle daily.
A task that is routine and familiar to a government employee may be something a civilian is encountering for the first time. Therefore, rather than speaking to them with an attitude of “You don’t even know this?”, it is better to guide them with the understanding that “Naturally, you may not know this yet; this is how it should be done.” Such an attitude reflects the true meaning of public service.
Courteous public relations
Therefore, government employees should treat the people with courtesy and respect. When a civilian asks about something they do not know, employees should avoid showing displeasure, speaking impatiently or harshly, using disparaging words, or sending the person away without clearly explaining the matter. They should understand that guiding and assisting a civilian who needs help is not an act of personal kindness or favour on the part of an employee, but an integral part of the duties they are responsible for carrying out.
In particular, when dealing with members of the public, government employees should not adopt an attitude that creates a hierarchy or distinction between “employees” and “the public”. A government employee serves within an administrative system operated with public taxes and the State’s resources. Their primary responsibilities are to meet the needs of the people, help them understand the policies and procedures of the State, and effectively provide the services to which they are entitled in accordance with established rules and regulations.
Responsibilities of the people
However, people also have responsibilities. Just as government employees are required to carry out their duties in accordance with rules and regulations, people are also required to follow established procedures, bring all necessary documents, and respectfully comply with the guidance provided by government employees. Public services can operate smoothly only when both the people and government employees respect and understand one another.
For example, an employee of the Agriculture Department may have a good understanding of agricultural technologies within their own department but may not be fully familiar with land registration procedures, tax-related procedures, or specific procedures of another department.
Likewise, an employee from another department may not be familiar with the details of agricultural processes. If government employees themselves may encounter such situations where they are unfamiliar with the procedures of other departments, it is clear that they should show greater understanding, patience and willingness to assist the people who are completely unfamiliar with departmental procedures.
Therefore, government employees should not regard a civilian’s lack of knowledge about a particular procedure as a fault. It is the responsibility of employees to guide people so that they understand the procedures, and they should recognize that their assistance may be necessary to ensure that all procedures are completed smoothly.
The responsibility of a government employee is not merely to repeat what the people already know, but also to explain what they do not yet know so that they can understand it. A member of the public’s time is also valuable. For government employees, coming to the office and processing a particular matter may be part of their daily routine.
For a person, however, handling the same matter may require taking time away from their daily work, incurring travel expenses and spending considerable time. Therefore, clearly explaining all the requirements so that people do not have to make unnecessary return visits is a way of showing respect for the people. Likewise, special attention should be given to elderly people, persons with disabilities, those who have travelled from distant areas, and those who may have difficulty understanding procedures.
Since not everyone has the same level of knowledge, experience and circumstances, service providers need to understand each individual’s situation when delivering public services.
Strengthen trust in government departments through good public relations
Building good relationships with the people can also strengthen their trust in government departments. When a civilian is respectfully welcomed at a department, and their needs are patiently explained, they are likely to develop greater trust in that department.
Such trust can have an impact not only on individual employees but also on the department and the State’s administrative system as a whole. On the other hand, managers also need to give due attention to addressing excessive pressure on employees and imbalances between workloads and available resources. To enable employees to serve the public patiently, it is also important to distribute workloads appropriately, provide necessary training, and streamline procedures to make them clear and easy to follow.
The quality of public service does not depend solely on the attitude of individual employees; it is also closely linked to the quality of the system as a whole. Therefore, all employees need to adopt the attitude that “they do not know yet, so we should explain it to them,” rather than looking down on someone for “asking because they do not know”. They must assist and serve the people with compassion, empathy, courtesy and respect. They must also promote mutual understanding and cooperation among government departments so that the services needed by the public can be provided seamlessly from one department to another.
Being able to understand a member of the public’s problem as if it were one’s own, and being able to patiently guide members of the public when they are unfamiliar with something, just as one may need assistance from others in areas one does not know, are fundamental qualities of a good public servant.
If more and more capable and dedicated public servants emerge, and trust, understanding and cooperation between government departments and the public are further strengthened, public services will become more effective and efficient. Everyone should understand that the essence of public service is not “exercising authority” but “serving with a sense of responsibility”.
Respecting the people does not diminish one’s position; rather, it means fulfilling one’s duties in a way that gives them greater value. Speaking courteously to the public is not a sign of weakness but a reflection of good character and a positive attitude. Patiently assisting and guiding the people is not an additional favour, but a duty that a public servant can take pride in.
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