Advancing Public Complaint Management in Malaysia: A Data-Driven Dashboard Solution for SISPAA

Abstract

The Public Complaints Bureau (PCB) of Malaysia plays a pivotal role in enhancing public service delivery by managing citizen feedback through the Public Complaint Management System (SISPAA). Despite its effectiveness in complaint tracking, SISPAA’s limited data visualization capabilities reduce operational efficiency, forcing complaint managers to manually compile and interpret reports—often leading to delays and inaccuracies. This study addresses these limitations by designing and evaluating an interactive dashboard developed in Microsoft Power BI, which integrates directly with SISPAA’s complaint database. The dashboard enables real-time monitoring, dynamic filtering, and role-specific visualizations for both complaint handlers and senior leadership. Using the Goal-Question-Metric (GQM) framework, the solution was assessed by end-users, with over 85% reporting improved usability, faster access to insights, and reduced reporting time. These findings underscore the dashboard’s potential to enhance transparency, accountability, and decision-making, thereby aligning with Malaysia’s digital governance initiatives.