Slide Ethos Edited

7/27/2019 Slide Ethos Edited

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VALUES AND PRINCIPLES FOR PUBLIC ADMINIST

MOHD SHAHRIM BIN HUSSIN

DEPUTY DIRECTOR

MALAYSIAN ADMINISTRATIVE MODE

MANAGEMENT PLANNING UNIT (MA

ETHOS


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SCOPE OF

PRESENTATION

The Malaysian Public Sector

Transformation Journey

The Current Landcape

Why Public Service Ethos?


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Productivity (1980s)

Work ProcedureManual

Desk File

Punch Cards

Name Tags

Quality Management

(1990s)

Total QualityManagement (TQM)

Clients Charter

Quality Control Circle

MS ISO 9000

Public Sector Quality

Awards

E-Government (2000-2010)

E-GovernmentFlagship (MultimediaSuper Corridor MSC)

National Integrity Plan

ICT Strategic Plan

Star Rating

Transformation

No Wrong Doo

eKL

Business Proce

Reengineering National Aspira

1Malaysia,GovTransformation

(GTP), EconomProgramme, 5Development P

1Gov*Net

MySTAR

THE MALAYSIAN PUBLIC SECTOR

TRANSFORMATION JOURNEY


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THE CHANGING ROLEOFTHE

PUBLIC SERVICE


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LEADERSHIP TRANSFORMATIONIN

THE MALAYSIAN PUBLIC SERVICE


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THE RELATIONSHIPBETWEEN

PUBLIC SERVICE EFFICIENCYAND

NATIONAL COMPETITIVENESSAND PROSPERI


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THE CURRENT LANDSCAPE

GOVER

NMENT

TRANSFORMATION

PROGRAMME(GTP)

ECON

OMIC

TRANSFO

RMATION

PROGRAM

ME(ETP)

10th Malaysia PlanVALUE FOR

MONEY

SENSE OF

URGENCY

INTEGRITY

CREATIVI

TY &

INNOVATI

ON

1MALAYSIA.PEOPLE FIRSTPERFORMANCE NOW

NATIONAL MISSION

VISION 2020


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THE NEED FOR PUBLIC SERVICE

ETHOS

Transformative trends have resulted in a new

within the Public Service that warrants a revisit of

of ethos among public servants.

a strategic response to realise the government's commitment in

improving public service delivery using the platform of transforming

the mindset, as well as inculcating the practice of good values.


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PUBLIC SERVICE ETHOS

PUBLICSERVICEETHOS

SENSE OFURGENCY

CLIENTFOCUSED

COLLABORATEANDCOOPERATE

INNOVATIONAND

CREATIVITY

CONSULTATION/ENGAGEMENT

COMPLAINTIS A GIFT

SEEKKNOWLEDGE

UPGRADESKILLS


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I look for three things in

people. The first is perintegrity, the second

intelligence and the thi

high energy level. But, dont have the first, the

two will kill you.

Warren Buffett (CEO, Berkshire Hathaway)

The Speed of Trust, 2006


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INTEGRITY

NO COMPROMISE

NO TRADE-OFF between integrity and efficiency

Does not only mean CORRUPTION, also in :

Time management

Service delivery

Decision makingTransaction

All conduct


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INTEGRITY

IMPLEMENTATION

To manage time efficiently and effectively

To provide quality customer service

To make fair and transparent decisions

To manage the organisations resources wisely To observe public service ethics


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Laporan Mystery Shopping

Amalan Senyum

Sumber: Laporan daripada

Bahagian Inspektorat dan

Pengiktirafan, MAMPU.

INTEGRITY


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http://expansiveperspective.com/wp-content/uploads/2011/12/senseofurgency.jpghttp://expansiveperspective.com/wp-content/uploads/2011/12/urgency_stopwatch.png


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I have been impressed with the urgency of doing. Know

not enough; we must apply. Being willing is not enoug

must do.

Leonardo


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Be RESPONSIVE

IMMEDIATE FOLLOW-UP on decisions EXPEDITE matters

- If something will be approved anyway, give app

immediately

Do not DELAY decisions Always have DEADLINES

Always have PERSON RESPONSIBLE

SENSE OF URGENCY


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IMPLEMENTATION

To make decisions and follow ups immediately

To assist customers without delay

To carry out tasks promptly in accordance to regu

To take action based on priority and urgency

To adhere to schedule and deadlines

SENSE OF URGENCY


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CITIZEN FOCUSED

FACILITATE, do not frustrate;

Make things EASY for our clients;

SIMPLIFY the process;

Make the process TRANSPARENT

Same, consistent, fair treatment to all

Friendly service with a SMILE

Empathy, respect, concern for our clients


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CITIZEN FOCUSED

IMPLEMENTATION

To provide service with a smile

To serve in a good and friendly manner

To speak in a polite tone

To maintain good conduct and discipline at all times

To organise A Day with Customers To assist customers beyond their expectations by

going the extra mile

To maintain fair, consistent and equal service to all

customers


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COLLABORATE AND


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Eliminate the silo mentality SHARING culture :

Share information

Share resources

Share across divisions,department and

ministries

No wrong door approach

Disseminate information to the lowest level

Everybody must be on the same page

COLLABORATE AND

COOPERATE

COLLABORATE AND


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COLLABORATE AND

COOPERATE

IMPLEMENTATION

To share resources and facilities among agenci

To foster a culture of seamless public service

To share information between all levels within

organisation To advise and provide guidance to fellow offic

To instill team spirit

To enhance esprit de corps among public serva


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SIMPLE ideas , made for GREAT change:-Need not be expensive to implement

-Challenge the status quo

Translate REDUNDANT processes and work eth

into FAST, SIMPLE and SENSIBLE work process

New ways of doing things OPTIMISE resource

INNOVATION AND

CREATIVITY


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INNOVATION AND

CREATIVITY

IMPLEMENTATION

To develop and apply ICT to expedite work

To think out of the box as oppose to business as usual

To sustain a work culture based on creativity and innovatio

through the commitment and support of top management

To establish Innovative and Creative Circle (ICC) in the

Workplace

To re-engineer work processes and procedures


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I'm not being evasive but I am saying I'm not a scientnot directly involved in the consultation however t

must be sound, it must be agreed and the consultation

a high quality or no one will have any confidence in the Jo


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The days where Government knows best is overLISTEN to our customers

Regular CONSULTATION

Private Sectors

Relevant Organisations

PublicPeers & subordinates

Make it a HABIT


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IMPLEMENTATION

To provide channels for feedback and suggestions

To set up a task force involving customer and

Stakeholders

To introduce awareness programmes for public servants

in meeting the needs and expectations of the public

To hold dialogue sessions, meetings, seminars,

conferences and public surveys that involve the private

sector in the formulation of public policies


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COMPLAINT IS A GIFT


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Don't believe what your eyes are telling you. All they show is l

Look with your understanding, find out what you already know,

see the way to fly ; Every problem has a gift for you in its hands

- R


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Complaints are valuable feedbacks for furtimprovements

Attend to complaints urgently

Listen attentively, with an open mind

Be responsive to address all complaints

COMPLAINT IS A GIFT


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COMPLAINT IS A GIFT

IMPLEMENTATION

To attend to complaints promptly and prudently

To listen to the complaints with empathy and an open min

To be responsive in solving complaints

To resolve all complaints

To reduce bureaucracy

To understand the needs of customers


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KNOWLEDGE AND

SKILLS


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If you don't know your own worth and value, t

don't expect someone else to calculate it for yo- Pa


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KNOWLEDGE AND SKILLS

IMPLEMENTATION

To read new materials

To observe and learn from knowledgeable and experienced in

To attend trainings, seminars and workshops

To participate voluntarily in academic programmes

To voice suggestions and opinions in discussions through focu

approach

To benchmark the skills and knowledge of the best individuals



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Read books, autobiographies,learn from successful people, seek

Benchmark against the best GOAL : To be BENCHMARKED BY TH

Attend trainings, volunteer for projects, upgrade skills

Speak up in meetings; share ideas and suggestions for improvem


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Economic po Strategic DeWidely respeHighly civiliseLeading knowProducing visedge innovati

KedudukaKe-3

FUTURE DIRECTION2015

World Class

Public Sector

2020

DevelopNation

2

Grea

High Performance andIntegrity Human CapitalSeamless governmentService delivery beyondexpectationWorld recognition

Top 10 CompetitivenessRanking

Inventing NationFirst Class MentalityDeveloped countryInnovative culturedNational UnityWealth sharing, high incomeHigh moral values

Top 5 CompetitivenessRanking

CONCLUSION


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CONCLUSION

When it comes to the future, there are three kinds

people: those who let it happen, those who make

happen and those who wonder what happened

Kata orang, apa yang kita semai, itu

tuai. Penjawat awam juga adalah raky

yang kita buat, itulah yang akan kita d

apabila kita sentiasa berusaha mem

meningkatkan tahap penyampaian p

kepada rakyat, manfaat yang sama

oleh kita juga. Inilah yang saya Merakyatkan Perkhidmatan Awam.


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MALAYSIAN ADMINISTRATIVE MODERNISATION AND

MANAGEMENT PLANNING UNIT (MAMPU)

PRIME MINISTERS DEPARTMENT, MALAYSIAwww.mampu.gov.my

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