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 six initiatives were identified in the implementation of this SRI:

Business process reengineering (BPR)

The BPR initiative aims to accelerate business licensing processes by adopting a clear governance structure to ensure execution and compliance, thus reducing redundancies and overlaps.

Public Service Delivery

Business licensing electronic support system (BLESS)

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

Public Service Delivery

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

Continuous performance monitoring of civil service

A real-time performance monitoring system will enable internal stakeholders to rate and evaluate civil service efficiency and performance, allowing faster response and remedial actions to reports of errant officers and identifying high-performing officers. 

A counter service will also allow customers to rate individual officers manning Government service counters via SMS or on-site touch screen rating systems.

Enhancing role of public service commission

The Government understands that better public service delivery requires better talent recruitment. A Search Committee was thus established to help recruit human resource specialists in the Public Service Commissions to address the quality of civil servants hired in the future. 

A Joint Committee was also established to institutionalise a single platform to deliberate policy matters concerning human resource management and planning between the various Public Service Commissions and the Public Service Department.

Portability of Government pension scheme

This initiative aims to encourage employment mobility of civil servants between the private and public sector by institutionalising the portability of the Government pension scheme. 


  • Business Process Reengineering (BPR)

    A total of 49 licenses have been identified to be abolished, of which nine were abolished during the year and 19 licenses are under review for abolishment, expected to be completed by the end of 2013. Additionally, 21 licenses have been identified and proposed to be abolished from the completion of BPR clinic Phase II. These licenses will undergo discussion and reviews to agree on its abolishment. To-date, the number of business licenses identified in Malaysia is expected to be reduced from 856 to 480 by 2015. This number may be further reduced after BPR Phase III, which is ongoing.
  • Single Sign On System

    • The tender for the SSO System was awarded and will be implemented in 20 Government agencies by 2013.
    • All hardware and software has been delivered and installation completed. Acceptance tests for installation and hardware have also been completed and signed off.
    • Requirement Assessment (RA) and System Requirement Study (SRS) Document Phase 1 has been completed.
    • The Standard Detail Design (SDD) for 10 Agencies has commenced as scheduled.
  • Pension Act 1980

    • The Pension Act 1980 was amended to allow for civil servants' pensions to be calculated based on the total number of years they served, regardless of any time taken off to work in the private sector. The amendment is waiting to be gazetted.
    • The performance monitoring initiative was implemented in five Ministries:
      • Ministry of Domestic Trade, Co-operatives and Consumerism
      • Ministry of Transport
      • Ministry of Agriculture and Agro-based Industry
      • Ministry of Tourism and Culture
      • Ministry of Plantation Industries and Commodities – Malaysian Cocoa Board
  • Counter Rating

    • Piloted at the Selangor Police Station in 2011, the rating counter system is now available at all police stations nationwide.
    • The system was expanded to these Government departments and agencies – Kuala Lumpur City hall (DBKL), Putrajaya Corporation, Labuan Corporation, and selected National Registration Department and Immigration Department branches.
    • In August, an improved remuneration package was introduced to attract top-notch Human Resource specialists to become Service Commissioners.
    • Members of the Joint Committee meet regularly to discuss human resources planning and policies across Government agencies and departments.
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The Economic Transformation Programme (ETP) is a comprehensive effort that will transform Malaysia into a high-income nation by 2020.
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