Press Statement : DAP MUAR today launch Municipal Infrastructure Complaint Management System

From left: MP of Bakri Er Teck Hwa and Complaint Mangament Unit Leader Phua Sau Ching
Bakri Constituency MP Service Center today has today started the launching of its' Municipal Infrastructure Complaint Management System (MICMS).

MICMS is a complaint system set-up channel development based on Google Map technology. DAP Bakri Service Center started the development of the system prototype since 2009. However, due to low resolution satellite graphic provided by Google Map, this caused some difficulty for the specific location to be mapped. In order to solve the issue, Bakri MP Er Teck Hwa wrote to Google Map management group to highlight this important issue.

The satellite image of Muar illustrates specific location of each drain blockage complaint
In the middle of 2010, a better resolution mapping of Muar district was updated. This enabled the DAP technical team to proceed with the integration of the system and labellng. In September, the development has been completed and opened ready for public review.

With this system, Muar residents will be able to understand the development and progress of the infrastructure after a complaint has been lodged. When a resident makes his/her complaint to the DAP Service Center, the complaint will be logged into the system database. The location of the complaint will be then labelled into the system. The complainant can then monitor if that particular complaint has been resolved.

MICMS is now integrated into Bakri MP Er Teck Hwa's blog. Complainants can access the system through the left corner of the blog.

So far, the system has been categorized into 8 categories which are namely :-

1. damaged road complaint
2. garbage issue complaint
3. flooding issue complaint
4. damaged street lamp complaint
5. new street lamp application
6. damaged drains complaint
7. drains blockage complaint
8. miscellaneous complaint

Complainants can get access to each category by following the links provided and a map will appear with labels attached on it. The label in red represents unsolved complaint and the label in blue represents the issue had been solved. Complainants can click each label to know the detail for that particular complaint. This includes the complaint logging date and the road name and the address of that specific location amid the infrastructure.

MICMS is not a totally new concept. The same technology has been utilized by many Municipal Councils all over the world. In North America, many City Councils or Municipal Councils had started using similar kind of Municipal Infrastructure Management System (MIMS) for local infrastructure development and planning. The US Government even uses Google Map technology to alert the communities by displaying high crime zones, location of event occurrences,location of residency restrictions and so on.

Our Service Center is manned merely by a full-time worker and a part-time worker, by spending 500 working hours in three months' time to complete the whole system input and integration with very limited resources. The entire system design does not involve any purchase of new hardware equipment.

Member of Parliament for Bakri
Er Teck Hwa


  1. Very good effort...I hope others will emulate this. Best wishes and keep up the good effort.

    angela ooi

  2. YB Er, I got this tip from Angela with whom I and many others have been engaged in political activism for the last few years.
    I am DAP and ahli majlis Klang. Would appreciate if u could teach me how to use ur system.

    Robert Choo

  3. Dear Robert,

    Thanks for your comment and I am always here to share with you how it can be implemented.

    You just need to create a google account and a personal map will be ready for you to put in any shape, label etc into your personal map.

    The main issue is not the mapping, but a constant update of the info. That will consume human resources.

    You need to organize a team and each member in-charge of different task. the work flow is as below:

    You need two teams. One team handle doc-con system and another team need to write letter to the council, do the constant monitoring of the community infrastructure.

    First team will handle this:

    1. take a complaint and log a report.

    2. key in the report into the system.

    3. update the report into the map.

    Second team will handle this:

    A team will be needed to monitor if the complaint had been resolved by the municipal council (or city council if you live in KL). If the problem had been resolved, the team will need to feedback to DOC-CON team for updating.

    So, you see. It is nothing to do with how fancy we can build the map, it is the management we are talking about.

    You may write to me through email or just drop me a message in the blog for further discussion.

    Thank you.