Keynote Address:

Enhancing Service Delivery through Accountable and Responsive Public Service

The Commonwealth Association for Public Administration and Management (CAPAM) Regional Forum 28 October 2013

YB Senator Dato Sri Idris Jala

Minister in the Prime Ministers Department and CEO of Performance Management and Delivery Unit (PEMANDU)

Todays reality.

Governments around the world have beautiful plans and promises.

Todays reality.

Governments around the world have beautiful plans and promises.

However, the main difficulties we face is the

failure to deliver.

Todays reality.

This has

caused unhappiness
amongst people in many nations

We have identified

5 main challenges
facing governments & public administration.

First problem:

Not focused / unclear on the overall direction that they are heading

Second problem:

Governments develop masterplans in a smoke filled room

Third problem:

High level plans are not understood by the implementers

Fourth problem:

Public demands and input are not adequately heard / obtained

Fifth problem:

No accountability.

Malaysia took a radical and

transformational 8-step approach

If we dont execute, we will get executed! Prime Minister Najib Razak, April 2009

Strategic Direction
2

8 Step
3

Labs Open Day

4

Big, Fast Results (BFR)

methodology
6 5

GTP /ETP Roadmap KPI targets

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

12

Annual Report

Strategic Direction
2

Multiple Cabinet retreats to ascertain the direction needed

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

13

Annual Report

Strategic Direction

Engaged the public to ascertain the areas of focus

7 National Key Result Areas (NKRAs)

1,000 Person Workshop

12 National Key Economic Areas (NKEAs)

14

Strategic Direction
2

Labs
3

Establish in detail what needs to be done Open Day

4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

GTP: 8,500 people ETP: 13,000 people SRI: 5,000 people Subsidy: 2,500 people

IPR/ Audit
8

We are the only Government who is doing all of the above

16

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

17

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Setting KPIs for the whole Cabinet

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

18

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

Problem solving, on the ground implementation

IPR/ Audit
8

We are the only Government who is doing all of the above

19

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

Problem solving, on the ground implementation

IPR/ Audit
8

We are the only Government who is doing all of the above

20

Annual Report

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

IPR/ Audit
8

External validation on results achieved Annual Report

We are the only Government who is doing all of the above

21

Strategic Direction
2

Labs
3

Open Day
4

GTP /ETP Roadmap

5

KPI targets
6

Implementation
7

IPR/ Audit
8

We are the only Government who is doing all of the above

22

Annual Report

Tell the people what we have delivered

Detailed example:

Putting accountability towards Cabinet Ministers

Performance Management Annual Cycle

4 1
Target Setting Oct Dec 10 Jan 11 Jun 11 Dec 11 Jan 12 March 12
PM-Minister Performance Review (Mid Year) PM-Minister Performance Review (Year-End) Cabinet Peer Review

2
Implementa tion / Action Plan

3
Weekly, Monthly and Quarterly Performance Monitoring
PMs feedback to his Minister

Feedback loop

5
Consequence Management

Annual target settings are tied to the 5-years National Economic Development Plan, and 10-year Government Transformation Programme

Ministers Scorecard (Performance Agreement)

Weighting System

National Priorities

Progress / traffic light indicators

Ministry Priorities

Throughout the year: Rigorous tracking & reporting of results

(All Ministers are assigned a iPad)

One of my favourite quotes:

People may deliver what you expect, People will deliver what you inspect

Pressure is a privilege

;)

PM-Minister Performance Review (Bi-Annual Dialogue)

PM has individual Performance Review sessions with all Ministers (1 on 1) Ministers: Self Assessment PM: Final Assessment Individual letters from the PM sent out to each Minister

PM sends out individual letters to all Ministers...

Performance Rating for 2010 I would like to congratulate Y.B. Dato Sri on the performance of the Ministerial Key Results Area (MKRA) for the year 2010. I hope your hard work and dedication will continue for MKPI 2011 to achieve the goal of the Government Transformation Programme PEMANDU has prepared a summary of

our discussion held on 24 January

and during the Cabinet Away Day on 27 January for further improvement of the MKPI 2011. The summary of the improvement and my assessment on Y.B Dato Sris performance is as on attachment A I am very confident that the KPI targets for 2011 will be achieved successfully with Y.B Dato Sris dedicated leadership
SAMPLE

...which includes his feedback and individual Ministers scoring

1 Prime Ministers

feedback to the Minister (will be incorporated in the scorecard)

2 Prime Ministers

Score to the Minister

SAMPLE

Cabinet Peer Review Day

Objectives: Look back and reflect on what went well in year 2011 Identify areas for improvement in 2012 Seek feedback from others Ministers to address interdependencies

MINISTRY OF NATURAL RESOURCES

Feedback clip board

AR Report

Annual Report Sample of Key section

Kicks off each NKRA section with a quote from the respective Lead Ministers to set the tone that each Minister is fully ACCOUNTABLE for their NKRA

Ministers Quotation

Evidence of success

Evidence of Success #1: 49% GNI increase in 3 years

49%
(41%) In 3 years!
$9,508
$15,000

$9,974
$15,000

$8,126
$6,700
($7,059) ($8,346)

($9,693)

2009

2010

2011

2012

2018

2020
GNI (US$) ETP Lab GNI projections Current GNI projections

Source: MoF/BNM Projections: PEMANDU team Analysis

Evidence of Success #2: Achieved all of our True North Targets

Target = RM884 billion Target = RM127.9 billion Target = 330,000

100%

RM903.8 bil (102%)

RM139.5 bil (109%)

438,800 (133%)

Employment: 2012: 12.72mil 2011:12.28mil

GNI
(current figure) Source: Department of Statistics, MoF

Private Investment

Employment

2012 GNI per capita: USD$9,970

Note: For employment data (not jobs), we are working with DOSM to find a way to determine new job creation.

Evidence of Success #3: Record Government Revenue in 2 consecutive years

2011 2012

RM185 bil

RM207 bil
1Malaysia Peoples Aid (BR1M)

1Malaysia Book Voucher (BB1M) RM100 Back to School Assistance

Evidence of Success #4: Private investment growth tripled since start of ETP

Investment growth (%)

Start of ETP

22%

12.2%

6.7% average

2000

2010

2011

2012

Evidence of Success #5: Gradual Reduction in Fiscal Deficit

2009 2010

Target 2011 2012 2013

Target 2015* 3%

2020 target 0% / Neutral

6.6%

5.6%

4.8% 4.5%

4%

As percentage of GDP *2015 Target as per 10th Malaysia Plan

Evidence of Success #6: Significant reduction in Index Crime

27%
Reduction in 3 years 209,817 153,669

2005

2006

2007

2008

2009

2010

2011

2012

Evidence of Success #7: Record rural roads built and rural houses connected with clean water, electricity
3,349
km of rural roads have been completed

2.2 million
people

287,148
rural houses with clean / water supply

1.4 million
people

Touching the lives of more than

95,300
rural houses with electricity supply

480,000
people

4.3 million people

living in the rural area in 3 years

50,041
houses for rural poor build & restored

250,000
people

Evidence of Success #8: Significant improvement in student/school performance

2009 2010 2011
2,060 2,170 2,020 1,543 916 582 54 28 19 352 197 231 372 168 2,407 1,926 1,602 3,615 3,699 3,530

The successes enjoyed by SIP in GTP 1.0 can be credited to the following initiatives
School Improvement Toolkit A self-help tool to equip principals identify weaknesses in their schools School Improvement Partners 244 leaders guide principals in low performing schools Specialist Coaches 217 excellent teachers facilitate teachers in low performing schools School Examination Analysis System National level web-based data system for all public schools

1,404

Band 7

Band 6

Band 5

Band 4

Band 3

Band 2

Band 1

From 2009 to 2011 66% reduction of Band 6 & 7 schools

57% increase of Band 1 & 2 schools

Zero Band 7 secondary school 216 (2.35%) schools are Band 6 & 7 in 2011

Gaining International Recognition

Title: Malaysia: The Economic Transformation Program Published: November 2012 Author: Prof Diego Comin/Ku Kok Peng

Title: Tying Performance Management to Service Delivery: Public Sector Reform in Malaysia, 2009-2011 Published: July 2011 Author: Deepa Iyer

14 Countries, 52 participants

BFR Seminar
21 24 November 2011

6 Reasons why the GTP and ETP worked

44

6 Reasons why the GTP & ETP worked:

1 2
Strong commitment from the top leadership Impossible Targets to drive Transformation GTP/ETP are not Plans. They are Programmes
GTP/ETP anchor on KPIs Implemented in consultation with the public (through labs, Open Days) Weekly monitoring reports on mobile devices

3
4 5

In Summary

1 2 3

Direct engagement with the public (labs, open days) to align Governments vision with the peoples wishes
Discipline through consistent monitoring process implemented to enhance service delivery Producing detailed programmes and Annual Reports to the public to increase accountability

46

THANK YOU
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