Overview

The Government strives to be lean, efficient and facilitative. In doing so, it is focused on supporting businesses to continue to grow and invest further in Malaysia. The Public Service Delivery SRI will focus on business related services and public services as these are crucial areas that need to be addressed.

Under Business services, the Government is committed to look into each business processes to reduce redundancies, remove overlapping and standardizing functions with a clear governance structure embedded to ensure execution and compliance.

The Government will be rolling out a comprehensive business process reengineering (BPR) to 30 pilot agencies led by MAMPU. Furthermore, an online business licensing portal will be further enhanced to be the only online portal for license application and approval.

The Government is studying the adoption of real time performance monitoring to improve governance, promote efficiency and reduce rent seeking behaviour. A pilot with the police has been identified utilizing a SMS rating and a Counter Feedback system.

The Public Service Delivery lab also recommended greater public involvement in high level policy review. The public can get involved in workshops that seek input on changes that need to be made as well as focus groups, open days and townhalls.

In addition, a high performing civil service anchored on performance will be created. There are 1.3 million civil servants who form the backbone of the country and critical to every aspect of the nation. Greater mobility and opportunities must also be provided.

The lab recommended that strategic HR practices be adopted to replace current conventional HR practices to improve governance, and HR practices be integrated to produce a flatter organization structure in the civil service. At the same time, there will be open recruitment within the civil service and between public-private sectors for senior and middle-management posts. The aim of open recruitment is to engineer a high-performing civil service by attracting suitable talent into leadership positions by enhancing cross-mobility to create a competitive environment. The movement between public and private sectors as well as within the public sector will be made hassle-free with introducing portable characteristics into new superannuation schemes and enhancing the current pension scheme.

PSD lab is divided into 2 sub labs

A lean, efficient and facilitative Government

High Performance Civil Service

Initiatives	Owners
Business Process Reengineering (BPR) to expedite business licensing processes.
Improved public service delivery through real time performance monitoring and counter rating system (e.g SMS rating system).
Enhanced online licenses approval system.
Single online portal, integrating all business and general online services.
Citizen Centred Public Service.
Joint Committee PSD & PSC to institute platform for HR planning and setting up search committee to select specialist commissioners.
Open recruitment from both private and public sector for top and mid-career level to increase talent pool.
Portability of pension scheme (current and New Superannuation Scheme) to encourage mobility.