United Nations Public Service Awards Case Studies

Many of the human resource management processes were either on standalone computer systems or were done manually. As a result, management had difficulty in managing the employees’ performance and planning for manpower. Consolidation of total employees’ information was a lengthy process and by the time all the information was consolidated, it was already obsolete.

Number of civil servants totaled almost 1 million. This is a massive data to manage across hundreds of government agencies located in offices all over Malaysia.

What is the initiative about? (the solution)
Government of Malaysia is very positive on the usage of its HRMIS. Now it can plan accurately for its manpower requirement, better budget planning, elevate the performance and competency level of the civil servants from the analysis of employees competency gaps and by providing appropriate trainings. The public benefited from this initiatives as the civil servants becoming more efficient in delivering their services. The Executive Information System / Decision Support System is an integral part of the whole HRMIS. The system provides a holistic view of Public Services Department strength and areas to be improved. Senior Management would be able to make decisive strategies from the information provided from the EIS/DSS.

Who proposed the solution, who implemented it and who were the stakeholders?
Government of Malaysia initiated the project followed by the award to MRCB Multimedia Consortium Sdn Bhd to design, implement, install and deploy the initiatives and HRMIS. The various expertises came from civil servants from Public Service Department, various Government Ministry and Agencies, HR practitioner, consulting firm, technology specialist and process design consultants from MMCSB and also technology partners like Microsoft and Hewlett Packard. The stakeholders of the project are Government of Malaysia, the public and MMCSB. MMCSB is the government business partner in this initiative.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The strategies to implement the initiative is driven by these objectives:  Effective staffing and rightsizing  Automate human resource processes  Up-to-date consolidated human resource management information  Better communication, horizontal integration and more streamlined processes  To improve paper-less human resource management capabilities  To provide an open and flexible system  Major transformation of HR management processes  Incorporate world-class HR best practices of Public Service Sector and Corporate Sector The above strategies was designed, developed and agreed from strategy planning workshops and management meetings. Ultimately the strategies were endorsed by the Director General of PSD

b. What were the key development and implementation steps and the chronology? No more than 500 words
The system Human Resource Management Information System took six years to complete (1999 – 2004). It was roll-out to 10 pilot agencies. HRMIS today has evolutes in many forms from its initial delivery, and going through a program to be implemented to the rest of several hundred government agencies. Implementation steps constitute the followings: 1. Project Planning - Government of Malaysia and MMCSB jointly developed the detailed project plan, defined goals and objectives, technology directions, resource requirements, standards, and schedule of the project. 2. Requirement study - defined user requirements , understood, captured and confirmed. It encompasses the requirements in terms of process, functionalities, business rules, information requirement and technology infrastructure requirements 3. System development and customisation stage - based on the captured user requirements captured, the system development / customisation, the acquisition and deployment of technology infrastructure, and the preparation of base data and user profile will be conducted 4. Deployment stage - The main activity in this stage is the expansion of usage of HRMIS Application to the whole of PERKESO. To ensure that the implementation objectives are achieved, MMCSB will ensure that training will be given to users, base data and user profile are captured into the system, technology infrastructure are maintained and monitored, and HRMIS Application are maintained to ensure smooth usage.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
Some of the obstacles are - resistant to change - old school of thoughts - technology limitations And many many more. These obstacles were overcome by staying focus on the strategic intent of the inititatives, continous support from the government project sponsors and great working team!

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The resources used were from: - Various level of seniority of Government officers - HR strategies and consultants - Business process consultants - Technology expert from software and ICT industry The resources were mobilized in stages and on a timely basis, in sync with the project schedule and resource requirement. Overall cost of the project abt USD 16 Mil

Is the initiative sustainable and transferable?
HRMIS is an intellectual property of the Malaysian Government. It was developed and formed by incorporating best practices of Human Resource Management of Public Service Sector and Corporate Sector. Therefore HRMIS is suitable for the Public Service and Corporate sectors alike. Realizing this, Government of Malaysia wants to ensure the sustainability of this electronic government initiative. On 21 May 2008, the Government and MMCSB signed an agreement authorizing MMCSB to commercial HRMIS and sell HRMIS software license to other 3rd parties and exporting to other countries. These websites provide general information on HRMIS. - HRMIS website http://www.eghrmis.gov.my/ - Public Service department website http://www.jpa.gov.my/

What are the impact of your initiative and the lessons learned?
By realizing the objectives of the project, public service deliver is vast improved, level of competency of the civil servants elevated to higher level, and the project promotes sustainable national economy to Malaysia citizen and businesses in this country.


Institution Name:		PUBLIC SERVICES DEPARTMENT
Institution Type:		Government Agency
Contact Person:		KAMARUDIN TAHIR
Title:		ICT DIRECTOR OF INFORMATION MANAGEMENT DEPARTMENT
Telephone/ Fax:		0060388854006
Institution's / Project's Website:		0060388892168
E-mail:		kdin@jpa.gov.my
Address:		JABATAN PERKHIDMATAN AWAM MALAYSIA, BLOK C1 & C2, KOMPLEKS C, PUSAT PENTADBIRAN KERAJAAN PERSEKUTUAN
Postal Code:		62510
City:		PUTRAJAYA
State/Province:		WILAYAH PERSEKUTUAN
Country:		Malaysia

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information