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
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.
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.
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
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
- 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.