Even local authorities are jumping on the bandwagon with a range of software as their additional ways to communicate with the public especially their ratepayers. The local councils have worked with app creators to jointly develop and tailor them to municipal needs.
While some, like those related to parking and compound payment apps are well used, others have received a poor response, partly because the apps have not been improved or updated regularly.
Several community leaders in Kuala Lumpur said they preferred to contact the local authority directly instead of using mobile apps. “After all these years, we have already established a relationship with them, so it is easier to contact them directly,” he said.
Bukit Bandaraya Residents Association (BBRA) adviser Datuk M. Ali questioned what assurance was there that the response time would be faster by using the apps.
“I would usually call their service hotline, followed by formal letters and emails. Sometimes, I would even have to call the respective units or departments to get an update.
“Acknowledging and responding to any form of communication from the public within one or two weeks must be a SOP (standard operating procedure) for all at DBKL,” he added.
Kuala Lumpur resident T. Reena, 29, said she was sceptical of apps that required personal information during registration.
Aduan MPSJ is developed by MPSJ for users to report problems regarding public facilities. Currently, it is only available on Google Play Store. “Some of the apps like KLCares and iClean Selangor require handphone numbers and even identity card numbers.
“I would not want to give such personal information out as I do not know how much protection there is for my information,” she said, adding that providing an email address should be sufficient.
Since it was first introduced by Kuala Lumpur City Hall (DBKL) early this year, the eDrive DBKL has only received a 2.5 stars rating with some 1,000 downloads from Google Play Store.
The Itis command centre in Kuala Lumpur.
While there were some positive reviews, most said they found the mobile app inconvenient to use, while others lamented that it did not provide real-time data.
The app is linked to the Integrated Transportation Information System (Itis) that allows road users to check on traffic and plan their journey.
One council-led app that is highly popular is the FlexiParking app which allows users to pay parking fees via their smartphones. And in some cases, motorists are also able to pay for parking compounds using the same method.
Developed by Leading Innovative Technologies & Systems Sdn Bhd (LiTS), the app is used in the jurisdiction of five Selangor local councils. It was previously reported that the app had been downloaded more than 10,000 times across all councils.
Taman Permata resident Jason Lim, 25, said he only used FlexiParking app to pay for parking.
“Since the app was introduced here, it has been my go-to method to pay. It saves time and I do not have to scratch out a parking coupon. “It was worse previously when there was only the parking machines as most were usually faulty,” he said.
Shah Alam City Council (MBSA) corporate communications head Shahrin Ahmad said both the i-Adu and FlexParking apps were well received as they enabled the public to file complaints easily, which helped save time.
“In this era of information technology, MBSA has also taken steps to provide quick service to the community, especially when the public do not have the time or the inclination to fight through traffic congestion to lodge a complaint or settle similar matters at the counters in the council’s office.
“Therefore, we have introduced these mobile apps to enable the public to interact with the council or file complaints with ease,” he said.
He added that FlexiParking had 13,867 users to-date and the council anticipated that the number would increase as the app was easy to use and the process was quick.
Subang Jaya Municipal Council (MPSJ) public relations senior assistant director Asfarizal Abdul Rashid said the Aduan MPSJ app was developed in 2011 and the council was updating it.
“The public can file complaints or alert the council on matters such as damaged public facilities, attach photos related to their complaints, and add a location. This ensures that we get the correct information, especially the location.”
“It is convenient for users because they can carry out all these tasks on their smartphones instead of having to download the relevant forms to a computer and attach the files to the email.
“With these mobile apps, the public can also check the status of their complaints and find out if the problems have been rectified.”
