Public Service Delivery (PSD)
Supporting Policies

Public Service Delivery (PSD)

The Public Service Delivery Strategic Reform Initiative aims to accelerate the Government’s efforts to become more efficient and facilitative in both business and public-related services. It also aims to transform the country’s 1.3 million civil servants into a motivated, high-performing workforce.

In view of this, the following four initiatives were identified in the implementation of this SRI:

Single sign-on (SSO) system

The SSO System will enable a secured single access identity gateway for users to access all online services by Government agencies through the myGovernment Portal.

Public Service Delivery

Real-Time Performance Monitoring System

The real-time performance monitoring system focuses on evaluating the civil service and the efficiency of the delivery system at an individual level.

Business licensing electronic support system (BLESS)

The revised business license applications and approval processes will be automated via the Business Licenses Electronic Support System (BLESS) to further improve ease of doing business in Malaysia.

Public Service Delivery

Abolishing Licenses

Simplifying business registrations and procedures has a significant impact to the costs incurred by corporations and the reforms announced under this initiative could translate into an incentive to investment and trade, and accelerate the pace of economic growth in Malaysia. Under this initiative, all business licenses were assessed to reduce redundancies and overlaps.


  • Single Sign-On (SSO) System
    • 20 ministries and agencies have adopted SSO system under Phase 1 and Phase 2 of implementation as of December. The third phase of the implementation involving 10 agencies is completion in June 2014.
  • Real Time Performance Monitoring System
    • Development of the system for 17 agencies, which included a user acceptance test, was fully completed in December.
  • Business Licensing Electronic Support System (BLESS)
    • 103 licenses have gone live and 151 licenses involving 11 Ministries are being developed or integrated into BLESS.
    • Number of applications received from BLESS has risen to 15,471 in 2013 from 1,204 in 2012.
  • Abolishing Licenses
    • Licenses that underwent various stages of the abolishment process during the year include eight licenses which are under review by the Attorney General’s Chambers and one license which is scheduled to be tabled at the next Parliament sitting.
    • The amendments to one license are being finalised to ensure it is more stake-holder inclusive.
    • Three more licenses remain under review due to overlapping policies with another Ministry.
Economic Transformation Programme
The ETP Transformation Story
The Economic Transformation Programme (ETP) is a comprehensive effort that will transform Malaysia into a high-income nation by 2020.
Copyright © 2013 Performance Management & Delivery Unit (PEMANDU)