E-Aduan (SISPAA)

The E-Aduan initiative operates under the Sistem Pengurusan Aduan Awam (SISPAA), representing Perbadanan Putrajaya’s commitment to transparent, responsive, and data-driven public service management. In 2025, the system demonstrated exceptional performance — resolving 100% of all complaints lodged through the non-emergency city complaint channel within the assessment year.

SISPAA PPj is the digital evolution of the Integrated Public Agency Complaint Monitoring System (iSPAAA), initially developed by the Public Complaints Bureau (BPA) in late 2007. Citizens can submit complaints, suggestions, or feedback about municipal services at ppj.spab.gov.my — anytime, from any device.

2025 Performance: IND-19 Response Time to Complaints

MS ISO 37122:2019 — Indicator 18 Formula:

[\text{IND-19} = \frac{A}{B} = \frac{234{,}144\text{ hours}}{1{,}605\text{ complaints}} = \mathbf{146\text{ hours/complaint} \approx 6.1\text{ days}}]

Where:

• A = Total hours taken to resolve all complaints (2025): 234,144 hours
• B = Total complaints received through the non-emergency system (2025): 1,605

Ringkasan Prestasi Penyelesaian Aduan (1 Jan – 31 Dec 2025)

📌 Perbezaan antara Jumlah Terima (1,605) dan Jumlah Aduan (1,632) adalah kerana terdapat beberapa kes yang diterima melibatkan lebih daripada satu Agensi/Jabatan.

Complaint Resolution Excellence

99.94% resolved within 5 working days — only 1 case (0.06%) across the entire year exceeded the 15-day threshold. This places Putrajaya’s SISPAA performance among the most responsive non-emergency complaint systems in Malaysia.

Key performance drivers:

• Zero pending cases: All 1,632 complaints processed through SISPAA were fully resolved by 31 December 2025 — no backlog carried into 2026
• Multi-agency coordination: Cases involving more than one department are automatically routed and tracked across agencies within the same SISPAA workflow
• Rapid 5-day resolution: The 764 complaints resolved within 0–5 days represent standard municipal service issues (cleanliness, infrastructure defects, utilities) handled by frontline operations teams
• Single outlier: The 1 complaint exceeding 15 days involved a complex multi-stakeholder issue requiring extended inter-agency coordination

How SISPAA Works

CITIZEN SUBMITS COMPLAINT
(ppj.spab.gov.my / walk-in / mobile)
         ↓
SISPAA RECEIVES & CLASSIFIES
(case ID assigned, timestamp recorded)
         ↓
ROUTED TO RESPONSIBLE DEPARTMENT
(auto-assigned based on complaint category)
         ↓
DEPARTMENT ACTS & UPDATES STATUS
(field team dispatched, progress logged)
         ↓
COMPLAINT RESOLVED & CLOSED
(citizen notified, case archived)
         ↓
DATA AGGREGATED FOR IND-19 REPORTING
(monthly tonnage & resolution time analytics)

PSCB Blueprint Alignment

This initiative is classified under Smart Application 3.4: E-Government within the Putrajaya Smart City Blueprint (PSCB), contributing to Thrust 3: Smart Government Services.

Blueprint Status: Existing (Operational) — to be expanded & enhanced with mobile app integration and AI complaint categorisation.