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News : Malaysia's Public Service Governance A Good Model
Kuala Lumpur, May 26, 2014 -- Malaysia's public service administration is a good example for other Commonwealth countries to replicate as its integrated and continuous reform process had shown positive improvements over decades.
"It has some fine example of integrated services and ongoing moderating continuous improvement and a wonderful thing for our partner organisations and countries to replicate," Gay Hamilton, the chief executive officer of the Commonwealth Association for Public Administration and Management (CAPAM), said.
Hamilton, who was on a working visit to Malaysia, told Bernama that as part of the Commonwealth family, Malaysia shared commonalities in the legacy of the bureaucracy system and usage of languages.
"And the progress over years has certainly put the country in the forefront of very interesting public service changes.
"Malaysia has started a good job in terms of not just looking at public service reforms as individual improvement of efficiency but it also seems to recognise what is becoming more and more popular across the reform process," she said.
Established in 1994, with Malaysia as one of its founding members, CAPAM represents an international professional network of heads of government, top public sector officials, leading academics and researchers from 50 different countries across the Commonwealth.
It focuses on knowledge-sharing in citizen-centred service delivery, leadership development and growth as well as public service management and renewal.
The Chief Secretary to the Government, Tan Sri Dr Ali Hamsa, is the Vice-President of CAPAM.
Commenting further on areas that Malaysia had excelled that can be emulated by other commonwealth members, Hamilton specifically said the single point of contact centre, 1Malaysia One Call Centre (1MOCC), launched under the 1Malaysia programme and designed by Prime Minister Datuk Seri Najib Tun Razak was an impressive model.
"The call centre of 1MOCC is a fantastic example of integrated planning, implementation and continuous evaluation in addressing issues that come up in realtime.
"Putrajaya Corporation can also be included as I don't think I have ever seen anything like it in the world. It is pretty impressive and of course it has been building over time, in phases and in a logical way in which I know other governments are looking at these examples on how the government has planned from day one," said Hamilton, adding that Malaysia's commitment in engaging the citizens was pivotal to the country's success stories todate.
With Malaysia agreeing to hold CAPAM's Biennial Conference and Commonwealth Ministers of Public Service Meeting this year in Kuala Lumpur, Hamilton said it was also a very significant point as the non-profit organisation would commemorate its 20th anniversary of establishment.
Asked on how will this significant milestone boost networking in promoting good governance among participating countries, Hamilton said that it was an opportunity for CAPAM to keep abreast with all changes especially that involves information and communications technology (ICT) convenience such as in social media.
"This is the time for us to reflect and go through our own renewal process as the trends in public service administration form have also changed.
"The 20th anniversary this year is surely an ideal time for us to do it (a new-look website) and if we want to make major changes in our programming, it would be a responsive one as it is one of our aims," said Hamilton.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Track Resolution Times
Published: Thursday, May 29, 2014