29 January 2008

Promote only the best


IT is a wise move by the government to open up top positions in the civil service to other sectors and disciplines ("Top civil service jobs to be opened to all" -- NST, Jan 24).

In the competitive world that we live in, we need the best people, regardless of race and religion, in order to reach greater heights.

Gone are the days when people working in the public service are promoted because of seniority.

The cream of the diplomatic rank would benefit if we only promote the best from the various sectors of industry in this country who are experts in their fields.

Challenges for the new year

The Star

At a special briefing to the media at Putrajaya on Jan 16, the Chief Secretary to the Government Tan Sri Mohd Sidek Hassan outlined the vision of a customer-centric public service and the many tasks ahead for Year 2008. The following is an excerpt from his wide-ranging speech

THIS year marks a significant point in time for the public service and the nation, as we prepare for the mid-term review of the 9th Malaysia Plan. The process of this review will involve a critical assessment of the public service's strengths, weaknesses and our ability to deliver what the government has promised and set out to achieve in its efforts to ensure the attainment of Vision 2020 and beyond.

Underpinning the 9MP are priorities that would guide Malaysia’s development over the period and ensure that Malaysia is better able to:

1. Compete globally;

2. Strengthen national unity; and

3. Bring about a better distribution of income and wealth and a higher quality of life amongst the people.

This necessitates a clear focus of efforts from the public service as it plays a significant role in the achievement of the outcomes outlined by the 9MP. The successful implementation of these plans lies within the ambit of the government machinery, driven by public officials whose mindsets must change to maintain and deliver to world-class standards.

Commitments for today and tomorrow

The emphasis on providing a first-class public service is a continuous agenda of the government. Strategies may be refined according to circumstances but the agenda remains unchanged.

This year will see a strengthening and augmentation of the initiatives started in 2007. This unwavering agenda is predicated on:

> firstly, effective planning, implementation, monitoring and review;

> secondly, the existence of an empowered quality workforce with the right attitude, skills and working stamina;

> thirdly, that the public service must represent the commitment and passion to the stated priorities of government in both words and actions; and

> fourthly, a thriving and cohesive relationship between the government and the public, nurtured through effective mutual communication, love for quality in service and the pride of being able to live up to expectations and promises.

Initiatives in support of 2008 commitments

The maxim for the public service in 2008 is to institutionalise a consistent quality and turnaround time of service across all 28 ministries, over 720 agencies and 144 local councils across the country. In essence our mantra will be One Service, One Delivery, No Wrong Door.

This year will see a persistent steer towards a more transparent public service.

Creation of transparency requires collaboration from all parties concerned.

We seek proactive public participation towards creating a joint culture for participatory decision making where the public are actively engaged in the process. By so doing, there will be greater empathy between the service and the public and we are able to optimally act in harmony with the public thinking of the times.

We will explore establishing a collaborative audit panel between the public and private Sectors to develop a balanced checking mechanism to avoid loopholes and oversights.

Our ultimate commitment will be to deliver a service culture that places the customer at the core of all services provided by the government based on the following attributes

> reliability and predictability

> high level of responsiveness

> timeliness of response

> courtesy and competence (soft and hard skills)

> customer friendly environment

Areas to reinforce

1. We will review the processes and parameters used to measure public officials’ performance.

2. More effective and accurate research will be undertaken to facilitate planning, implementation, monitoring and review exercises.

3. The public service will be committed to informing the public and its other clients of the progress attained. Greater emphasis will be placed on dialogue, feedback and consultation.

4. Heads of departments will engage with the media on a sustained basis to transparently communicate improvements and changes that are instituted to enhance the public service delivery.

5. Government officials will be required to fulfil human resource empowerment plans as defined by a needs analysis programme to ensure officials with the right skills are placed in the right places in the service.

There is no place in the Malaysian civil service for the “benevolent public official”. The “I-know-what’s-good-for-you” attitude must be shed and replaced with a system of listening to the community. The traditional regulator-regulated relationship between the public and private sectors is being transformed to an ongoing and effective partnership in moving Malaysia forward.

Engagement of all stakeholders from the public service, the private sector, civil society and every Malaysian will ensure that oneness of purpose and shared sense of direction for all as the nation faces the challenges ahead.

There will certainly be those who doubt the approach advocated in this outlook and view it with some degree of reservation.

However, one of the attributes of excellence is to approach with a firm belief that we can be successful if we truly believe in our capacity to do so. The nation expects and demands a higher level of public service delivery for the greater good of all, and we should all rise to the challenge together.

We are here to serve the public. Our very existence and relevance is to ensure our standards of service meet the objective expectations of our customers. We must deliver on our promises.

Civil service dedicated to serve at all times, says Sidek

The Star

PUTRAJAYA: There will be no digital divide when it comes to the public delivery service.

Chief Secretary to the Government Tan Sri Mohd Sidek Hassan stressed that although many services are now available online, those who do not have access to the Internet will continue to receive services through traditional means.

“The essence here is ‘One Service, One Delivery and No Wrong Door’. By this I mean, where Internet and broadband are not available, we must continue to run face-to face counter services and other channels of services for services now available online, for instance,” he said.

“Where Internet and broadband are available and skills are not, we need to train our customers to access and use online services, especially in rural and kampung areas, by providing customer kiosks, education in school, training adults and supporting the elderly.”

Sidek said this is one area the public service is working towards in the poverty eradication programmes and initiatives.

“The fundamental here is to facilitate and provide user-friendly services effectively, be it through the Internet or counter service, by always placing the customer at the core of all services rendered,” he said.

“Our quality of services must not be driven by digital divides. It cannot be short-changed and lost by the advancement of technology. Therefore, the fundamental measure required here is to train officials to be adaptable to customers from all walks of life.”

This was among the issues addressed by the Chief Secretary in an interview with The Star on the challenges for the public service as a new year begins.

Sidek said all civil servants must understand that the office is not a room or a specific location.

“In these times of developing technology and virtual office, your office can be wherever you move,” he said.

“My colleagues who travel abroad respond to mails and phone calls. I have seen many of my other colleagues who have responded to e-mail throughout the night, even after 10pm.

“I credit that to dedication and accessibility of technology. You need both.”

Kakitangan awam tak boleh khianati kerajaan

Berita Harian

SISTEM kemasukan pelbagai dalam pelantikan jawatan awam sektor kerajaan dapat menarik dan mengekalkan kakitangan, bahkan mengoptimumkan perkhidmatan berikutan hasrat kerajaan untuk memastikan mereka yang berminat dan berbakat menjadi penjawat terbaik dalam perkhidmatan awam.

Pelantikan pegawai kanan kini hanya diisi Pegawai Tadbir dan Diplomatik (PTD) akan dibuka kepada anggota perkhidmatan awam lain seperti perkhidmatan perguruan, teknikal, tentera dan polis agar disepadukan keupayaan pengurusan dengan kepakaran, pengetahuan dan bakat masing-masing. Apa lagi penggemblengan pengalaman, kelayakan dan kemahiran menjadi petanda aras kualiti.

Pegangan nilai dan modal insan menjadi teras membasmi gejala buruk seperti rasuah dan penyelewengan dalam khidmat awam. Elemen bakat, pengetahuan, minat dan sikap, malah kepakaran baru diperlukan, pelan latihan insentif, skim perkhidmatan dan strategi pengambilan serta pelantikan yang lebih pragmatik.

Malah, moto Perkhidmatan Awam, ‘Satu Perkhidmatan, Satu Penyampaian’ untuk memperkasakan institusi perkhidmatan pada semua 28 kementerian, lebih 720 agensi dan 144 pihak berkuasa tempatan (PBT) di 13 negeri dan Wilayah Persekutuan.

Proses menunaikan janji kerajaan ke arah mewujudkan satu perkhidmatan cemerlang berteraskan pelanggan. Untuk tujuan murni itu enam tugas utama:

Perancangan, pelaksanaan, pemantauan, penguatkuasaan dan kajian semula.

  • Mengupayakan anggota perkhidmatan awam dengan sikap betul dan berkemahiran.

  • Menambah baik penyampaian.

  • Perkhidmatan berkualiti menerusi penggunaan teknologi maklumat dan komunikasi (ICT).

  • Usaha ke arah membasmi kemiskinan.
  • Memupuk perkongsian berkesan dengan pihak berkepentingan.

    Anggota perkhidmatan awam, berjumlah 1.2 juta dengan nisbah 26 warga negara untuk setiap penjawat awam menjadi kewajipan mereka dan harapan rakyat agar digerakkan bersama-sama ke arah kemajuan dan kemakmuran negara.

    Kakitangan awam diingatkan tidak mengabaikan tugas sehingga menjejaskan sistem penyampaian kerajaan, sekali gus rakyat menolak propaganda dalam pilihan raya umum akan datang. Lagipun, kakitangan awam mesti melaksanakan tugas kerana mereka dibayar dan dituntut berbakti kepada rakyat. Meskipun potong rumput, susun fail, sapu sampah dan cuci longkang atau audit wang, pentadbir dan penyelia jalan, yang rosak dan bermasalah mesti diperbaiki.

    Mana-mana kakitangan yang enggan menerima dan memberi kerjasama atau terbabit dalam perniagaan wajar meletak jawatan. Bahkan, pegawai mengurus dan berkerja untuk kepentingan diri atau melakukan kerja sendirian tanpa kolektif dalam organisasi sekali gus penyelewengan dan rasuah wajar diambil tindakan.

    Kota Bharu, Kelantan.
  • 28 January 2008

    Kerajaan Malaysia keenam paling cekap di dunia

    Utusan Online

    PUTRAJAYA 28 Jan. – Kecekapan kerajaan Malaysia semakin meningkat dan kini adalah yang keenam terbaik di dunia berbanding tempat kelapan pada tahun 2000, kata Datuk Seri Abdullah Ahmad Badawi.

    Sambil memetik World Competitiveness Year Book yang dikeluarkan oleh IMD, sebuah institusi pengajian perniagaan terkemuka berpejabat di Switzerland, Perdana Menteri berkata, Malaysia yang tergolong dalam negara-negara mempunyai 20 juta penduduk atau lebih mengatasi United Kingdom, Jerman, Thailand, Sepanyol, Jepun, Rusia dan Perancis.

    “Di atas kita ialah China, Kanada, USA, India dan Taiwan,” katanya ketika berucap kepada ribuan kakitangan awam pada Majlis Perdana Perkhidmatan Awam (Mappa) kelapan di sini hari ini. - Bernama

    Kakitangan Wisma Darulaman 'cenge'

    Berita Harian

    BERDASARKAN pengamatan dan pengalaman berurusan di Wisma Darulaman, Alor Star, saya dapati ada urusan pentadbiran yang perlu diperbaiki.

    Apa yang dikesalkan layanan kepada mereka yang berurusan tidak mencerminkan kualiti dan status tempat berkenaan. Didapati ada segelintir pegawai yang berurusan dan menerima tetamu, tidak senyum dan melayan dengan mesra, malah pegawai yang bertanggungjawab pula sukar ditemui.

    Adalah biasa untuk menunggu lama untuk berjumpa seseorang pegawai dan kita dibiarkan tanpa sebarang makluman ketika menunggu.

    Dalam satu kejadian, seorang wanita Inggeris dibiarkan terkial-kial ketika cuba menemui seorang pegawai. Sepatutnya layanan segera khususnya kepada mereka yang datang dari jauh perlu disegerakan demi kepuasan pelanggan.

    Saya berasakan budaya kerja pegawai di wisma itu perlu diubah dan menganggap setiap yang hadir perlu diselesaikan urusan mereka seberapa segera tanpa perlu menunggu 'seperti buah yang tidak gugur'. Malah, apa yang dikesalkan ialah kita dibiarkan tertanya-tanya bilakah boleh berjumpa pegawai dan tidak dimaklumkan sama ada kita berpeluang berjumpa pegawai berkenaan atau sebaliknya.

    Malahan, dengan temujanji yang diberikan, kita masih tidak berpeluang berjumpa atau dimaklumkan semula pegawai berkenaan.

    Mohon jasa baik Pejabat Menteri Besar agar mengambil perhatian ini untuk melahirkan budaya kerja yang lebih sistematik dan membantu orang ramai agar hasrat Kedah Gemilang yang dicanang Menteri Besar, Datuk Seri Mahdzir Khalid dapat diikuti pegawai dan kakitangan dengan berkesan.

    Alor Star, Kedah