4. In which ways is the initiative creative and innovative?
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EPF has appointed a panel of vendors to manufacture and install EPF kiosks at its branches all over Malaysia. The kiosk comes in a few designs such as standing tower, mini shape and mobile gadget. Any third parties who intend to acquire these kiosks need to obtain the EPF approval via a contract agreement with the option to purchase directly from any of the EPF panel of vendors. Data integration and installation will be done via a dedicated network once the kiosks are placed at their premises.
The third party will administer and maintain the EPF kiosk at its own cost. EPF has the absolute right to terminate the transmission of data if there is any breach of security, e.g. using the member’s data other than the business transaction allowed.
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5. Who implemented the initiative and what is the size of the population affected by this initiative?
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All EPF kiosks are designed by EPF and manufactured by a panel of vendors with multiple layers of security architecture to ensure members’ data remain secured and intact. EPF, the vendor and the participating third parties are committed and established good team work throughout the contract.
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6. How was the strategy implemented and what resources were mobilized?
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Since this is a collaborative effort with third party, the cost associated with this initiative is borne by third party while EPF is responsible for the integration and internal enhancement cost. EPF also set-up a team to monitor the effectiveness and efficiency of this initiative from time to time.
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7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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The key elements that made this initiative a success were the close collaboration, commitment and teamwork between EPF, vendors and third parties.
Secondly, an effective project management approach that comes with quality plan and the ability to understand clearly the project scope.
Thirdly, strict structural and application design which complies with the EPF’s ICT security policies is also the key factor.
Fourthly, an effective change management and marketing campaigns on the new service delivery.
Finally, the strong commitment and support from the Top Management played a vital role in the success of this initiative.
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8. What were the most successful outputs and why was the initiative effective?
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EPF has installed a smart, hassle free and automated system called Kiosks Management System (KMS) to monitor the performance of each kiosk remotely. With this system, there is no need to dispatch a field service technician to do any data-related tasks since all data can be imputed electronically. The system also features a scheduler function allowing the kiosk to run for a specific duration.
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9. What were the main obstacles encountered and how were they overcome?
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EPF is highly concerned about transferring of members’ data via online to third parties. As such, EPF also monitor the kiosks located at third party premises for any fraudulent activities. Our tasks are to ensure data security, network stability and service efficiency by all the kiosks.
As precautions, the security architecture is designed with multiple layers of authentications methods to ensure the security elements remain intact. EPF monitors closely and rectifies any system issues through the Kiosks Management System (KMS). Periodic auditing and open discussions are conducted to highlight impacts and mitigate risk.
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