CONNIE Tan Hooi Peng has called for urgent improvements in crisis communication and digital transformation within public service agencies, stressing that basic utilities such as water and electricity are fundamental needs that must be safeguarded with transparency and efficiency.
Speaking during the Motion of Thanks at the State Legislative Assembly today, Tan (PH – Seri Delima) highlighted the shortcomings in communication during recent service disruptions, citing the April 20 electricity outage in Island Glades that affected nearly 70% of the area.
“The information conveyed at that time was unclear. Even though questions were raised by the assemblyman herself, access to real‑time updates was difficult.
“If elected representatives themselves face challenges in obtaining accurate and timely information, what more ordinary citizens,” she said.
Tan stressed that residents were left in the dark without updates on recovery timelines, affected areas, or remedial actions.
She described the situation as “hard to accept for the people of Seri Delima” and urged agencies to close the communication gap with the public.
“When disruptions occur, the people simply want to know a few basic things, such as the actual cause of the outage, how long recovery will take, which areas are affected, and what follow‑up actions are being taken,” she added.
The assemblyman emphasised that utility providers such as Tenaga Nasional Berhad (TNB), Penang Water Supply Corporation (PBAPP), and Telekom, must not only maintain infrastructure but also ensure crisis communication and customer service are handled with the highest efficiency.
Tan also underscored the importance of leveraging digital platforms and social media for timely updates, noting that effective communication through these channels is now a public expectation.
At the same time, she commended the Penang Island City Council (MBPP) for launching ChatMBPP, an AI‑powered chatbot accessible via WhatsApp and the Pearl App, which allows residents to lodge complaints and receive case reference numbers for follow‑up.
“The use of artificial intelligence (AI) in public services is a step forward that must continue to be strengthened by all government agencies towards a delivery system that is more efficient, responsive and people‑friendly,” Connie said.
Her remarks reinforced the need for a modern, responsive public service that not only delivers essential utilities but also communicates swiftly and clearly during crises, ensuring public confidence and reducing anxiety among residents.
Story by Kevin Vimal
Pix by Adleeena Rahayu Ahmad Radzi