Declining performance of Malaysia's civil service, World Bank report

KUALA LUMPUR: The performance of Malaysia’s civil service has been declining since 2014, according to a World Bank report, which also expressed concerns about the sustainability of the country’s public sector wage bill.

The report, which came about following the visit of World Bank vice-president for East Asia and Pacific Victoria Kwakwa to Malaysia last December during which she met the Prime Minister, also ranked Malaysia lowly in its indicators for accountability, impartiality as well as the transparency and openness of its public service.

The report – which is included in the World Bank’s six-monthly economic monitor on Malaysia – will be formally launched today.

World Bank lead public sector specialist Rajni Bajpai said that while Malaysia was doing better than others in South-East Asia, there was a very “big gap” in the performance of its civil servants with Organisation for Economic Co-operation and Development (OECD) countries.

She said the report decided to compare Malaysia with the OECD countries as it was hoping to move from a middle-income status country to that of high-income.

“When you compare Malaysia with others in the region, Malaysia has been doing pretty well but we see that the performance has stagnated.

“If you look at the indicator for government effectiveness, Malaysia is still above in the region but in 2018, the performance is below that of between 1991 and 2014.

“If you take the average of that period between 1991 and 2014, it was higher than that in 2018, which means the performance is declining,” she said in an interview.

There were also some indicators in which Malaysia ranked even below the region, said Rajni, adding that this included accountability, impartiality and the openness of its public sector.

“There is a strong perception ... that recruitment of the civil service is not fair and neutral (with) Malaysia scoring very poorly on the indicators for impartiality in the government.

“It’s the lowest ranked, even below the region and way below the OECD,” she said, adding that the government in its election manifesto had suggested setting up an Equal Opportunities Commis­sion meant to tackle discriminatory practices in both the public and private sector.

“Malaysia also scores very poorly on the openness indicators. Malaysia is not a very open economy in the sense that data sharing is a very big problem.

“The government does not share of a lot of data, even within its own departments or with the citizens. “And citizens’ feedback and voices are not factored by the government into the design of programmes,” she said, adding that the report would suggest the setting up of an institutional and legal framework for open data sharing.

Another indicator that Malaysia performed “not very well”, according to Rajni, was in digitisation and technological advances, which the government had not been able to integrate into its system to provide services.

The report, said Rajni, also focused on another critical element in Malaysia’s civil service, in that the recruitment, which was carried out by the Public Services Department, was overcentralised.

Describing Malaysia as one of the “most overcentralised”, she pointed out that in many countries, this function had been devolved to other departments and even state governments.

“Overcentralisation does not allow for the people who actually need the public servants to do certain jobs ... because they don’t have the right people or the recruitment takes a very long time,” she said.

OECD countries, said Rajni, had been using a competency framework for the recruitment of their civil service, which defined the kind of roles and skills needed in the public sector, rather than taking in people generally for everything.

Among the indicators that Malaysia performed very well were for the ease of doing business – for which Malaysia is ranked 15th – and the inclusion of women in its civil service.

“Women occupied almost 50% of the civil service although there are some issues with women in higher management,” said Rajni.

Other indicators that were highlighted in the report included political stability, regulatory quality, rule of law and control of corruption.

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Declining performance of Malaysia's civil service, World Bank report

KUALA LUMPUR: The performance of Malaysia’s civil service has been declining since 2014, according to a World Bank report, which also expressed concerns about the sustainability of the country’s public sector wage bill.

The report, which came about following the visit of World Bank vice-president for East Asia and Pacific Victoria Kwakwa to Malaysia last December during which she met the Prime Minister, also ranked Malaysia lowly in its indicators for accountability, impartiality as well as the transparency and openness of its public service.

The report – which is included in the World Bank’s six-monthly economic monitor on Malaysia – will be formally launched today.

World Bank lead public sector specialist Rajni Bajpai said that while Malaysia was doing better than others in South-East Asia, there was a very “big gap” in the performance of its civil servants with Organisation for Economic Co-operation and Development (OECD) countries.

She said the report decided to compare Malaysia with the OECD countries as it was hoping to move from a middle-income status country to that of high-income.

“When you compare Malaysia with others in the region, Malaysia has been doing pretty well but we see that the performance has stagnated.

“If you look at the indicator for government effectiveness, Malaysia is still above in the region but in 2018, the performance is below that of between 1991 and 2014.

“If you take the average of that period between 1991 and 2014, it was higher than that in 2018, which means the performance is declining,” she said in an interview.

There were also some indicators in which Malaysia ranked even below the region, said Rajni, adding that this included accountability, impartiality and the openness of its public sector.

“There is a strong perception ... that recruitment of the civil service is not fair and neutral (with) Malaysia scoring very poorly on the indicators for impartiality in the government.

“It’s the lowest ranked, even below the region and way below the OECD,” she said, adding that the government in its election manifesto had suggested setting up an Equal Opportunities Commis­sion meant to tackle discriminatory practices in both the public and private sector.

“Malaysia also scores very poorly on the openness indicators. Malaysia is not a very open economy in the sense that data sharing is a very big problem.

“The government does not share of a lot of data, even within its own departments or with the citizens. “And citizens’ feedback and voices are not factored by the government into the design of programmes,” she said, adding that the report would suggest the setting up of an institutional and legal framework for open data sharing.

Another indicator that Malaysia performed “not very well”, according to Rajni, was in digitisation and technological advances, which the government had not been able to integrate into its system to provide services.

The report, said Rajni, also focused on another critical element in Malaysia’s civil service, in that the recruitment, which was carried out by the Public Services Department, was overcentralised.

Describing Malaysia as one of the “most overcentralised”, she pointed out that in many countries, this function had been devolved to other departments and even state governments.

“Overcentralisation does not allow for the people who actually need the public servants to do certain jobs ... because they don’t have the right people or the recruitment takes a very long time,” she said.

OECD countries, said Rajni, had been using a competency framework for the recruitment of their civil service, which defined the kind of roles and skills needed in the public sector, rather than taking in people generally for everything.

Among the indicators that Malaysia performed very well were for the ease of doing business – for which Malaysia is ranked 15th – and the inclusion of women in its civil service.

“Women occupied almost 50% of the civil service although there are some issues with women in higher management,” said Rajni.

Other indicators that were highlighted in the report included political stability, regulatory quality, rule of law and control of corruption.

Source link 
 

Related stories:

Drastic need to trim civil service - Letters 

Public sector needs further reforms, say experts


Concerns over sustainability of wage bill

Penang to downsize civil service - Nation

 

Malaysia to become high-income nation

 

Just ignore the World Bank - Letters

 

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Huge Civil Service Size, Attractive Emoluments and Benefits are costing Malaysia !

 

Bloated civil sevice in Malaysia must cut down the size and salaries

 

Call on the Government to downsize the country’s bloated civil service

Supersized and overweight civil servants

Arrest decline in productivity and competitiveness in Malaysia

New Malaysia's civil servants must keep it civil of multi-racialism !

 

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TNB blames technical glitch! Explain discrepanccies in bills, TNB told

https://www.thestar.com.my/news/nation/2019/06/01/tnb-blames-technical-glitch/?jwsource=cl

https://youtu.be/M-Vm6k1Xud4

TNB to investigate complaints, urges consumers to lodge reports ...

KUALA LUMPUR: Tenaga Nasional Bhd (TNB) has admitted that a recent technical glitch is among the reasons for the sudden surge in utility bills.

TNB president and chief executive officer Amir Hamzah Azizan, who held a press conference yesterday, was apologetic and promised to investigate and resolve the issue as soon as possible.

Amir said the technical glitch between May 15 and May 20 caused a slight disruption to the system but it had since been resolved.

“Between May 15 and May 20, the system has been operationalised in stages so we can ensure we can (provide) service to the customers as fast as we can.

“By May 20, everything was back in operation. Some customers may have been billed for extra days (causing a hike in the bill),” he told the media.

Amir urged consumers to lodge a report if they noticed any discre­pancies in their bills.

He vowed that TNB would investigate and address their complaints.

Amir said in April alone, the utility company received 5,621 complaints but this almost doubled to 9,028 in May.

“This brings the total number of complaints to 14,469 reports and from this, 11,331 have been re­solved.

“We would also like to repeat our stand that TNB will keep its promise to investigate the reports.

“If there is evidence that we did overcharge, we will credit the amount back to our customers’ accounts,” Amir said.

He said a special task force, led by TNB’s chief retail officer Megat Jalaluddin Megat Hassan, had been formed to oversee the complaints and resolve the issue.

Megat Jalaluddin said that it usual­ly took about two weeks to credit the amount back to consumers but it could be delayed due to the large number of complaints received.

Amir said other reasons for the sudden surge in electricity bills include old and faulty TNB meters, replacement of new meters and increased usage in the consumer’s household.

He also assured consumers of uninterrupted electricity supply, especially during Hari Raya.

“To those who have lodged reports or ongoing investigations, we assure that the disconnection notice will be postponed for two weeks.

“We would like everyone to have a peaceful Hari Raya celebration,” he said.

Amir said the operation hours of TNB offices would be extended from 8am to 6pm from Monday to Saturday, except for public holidays.

As for the TNB Careline, the hours will be extended from 7am to 11pm every day including public holidays, except for Sunday.

This is to help facilitate complaints from consumers and to help resolve their billing issues as soon as possible.

On comments by Energy, Science, Technology, Environment and Climate Change Minister Yeo Bee Yin that TNB would be fined even after it rectifies the billing problem, Amir said at the moment the utility company would focus on fixing the problem.

“My focus is to resolve this issue, we will talk about other issues later. The consumers are our priority,” he said.

During an interview on 8TV’s Global Watch programme on Thursday, Yeo said the Energy Commission had already given TNB a warning letter and an instruction notice to resolve the problem.

Source link


Explain discrepancies in bills, TNB told

KUALA LUMPUR: Tenaga Nasional Bhd (TNB) should give a concrete explanation for the sudden discre­pancies in electricity bills and take holistic steps instead of just depending on complaints from users, say consumer groups.

Consumers Association of Penang (CAP) education officer N.V. Sub­barao said TNB, as the national utility company, must take responsibility instead of depending on consumers to come forward and lodge reports.

“TNB must do the due diligence. It will be unfair to those especially in the rural areas,” he said.

Federation of Malaysian Consu­mers Associations (Fomca) chief operations officer T. Saravanan said that while TNB wanted users to lodge complaints, the utility company needed to improve its customer service and response time.

He noted that TNB should explain why there was a technical glitch in its system.

“The problem should have been communicated to the public earlier and they should not have waited for the Energy Commission or Energy, Science, Technology, Environment and Climate Change Ministry to intervene,” he said.

He also noted that the Energy Commission should investigate the issue and publish its findings.

“An independent investigation team should be formed so that the findings won’t be biased.

“The Energy Commission should play an important role in protecting consumers,” said Saravanan.

Malaysian Islamic Consumer Association secretary-general Datuk Dr Ma’mor Osman said TNB’s explanation that the sudden increase in electricity bill was due to a technical glitch could not be accepted.

“The public cannot accept this as TNB has all the technology to check silly mistakes.

“TNB makes very high profits and they have monopolised the sector.

“If they do not give a satisfactory explanation, consumers will as­sume that they just want to make more money.

“If they know there is a glitch in the system, they need to inform all consumers.

“There is no point in blaming others for their wrongdoing,” he said.

Source link


Related posts:

Malaysian mediocre education system and quota: The Endgame

  IN my last article, I took us along memory lane through the 60s and 70s when our education was world class. As I said, we prepared our

Negligence, Technial among TNB faults

https://youtu.be/PDdFdvklQN0 https://youtu.be/PDdFdvklQN0https://youtu.be/PDdFdvklQN0 Minister: Technical and billing issues also ..

TNB to re-credit those overcharged

Unhappy lot: Some of the consumers making a report over their inaccurate electricity bill at the TNB counters.  MELAKA: Tenaga Na.

TNB will still be fined, even after remedying high electricity charges

Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers. — Picture by Saw S...

TNB blames technical glitch! Explain discrepanccies in bills, TNB told

https://www.thestar.com.my/news/nation/2019/06/01/tnb-blames-technical-glitch/?jwsource=cl

https://youtu.be/M-Vm6k1Xud4

TNB to investigate complaints, urges consumers to lodge reports ...

KUALA LUMPUR: Tenaga Nasional Bhd (TNB) has admitted that a recent technical glitch is among the reasons for the sudden surge in utility bills.

TNB president and chief executive officer Amir Hamzah Azizan, who held a press conference yesterday, was apologetic and promised to investigate and resolve the issue as soon as possible.

Amir said the technical glitch between May 15 and May 20 caused a slight disruption to the system but it had since been resolved.

“Between May 15 and May 20, the system has been operationalised in stages so we can ensure we can (provide) service to the customers as fast as we can.

“By May 20, everything was back in operation. Some customers may have been billed for extra days (causing a hike in the bill),” he told the media.

Amir urged consumers to lodge a report if they noticed any discre­pancies in their bills.

He vowed that TNB would investigate and address their complaints.

Amir said in April alone, the utility company received 5,621 complaints but this almost doubled to 9,028 in May.

“This brings the total number of complaints to 14,469 reports and from this, 11,331 have been re­solved.

“We would also like to repeat our stand that TNB will keep its promise to investigate the reports.

“If there is evidence that we did overcharge, we will credit the amount back to our customers’ accounts,” Amir said.

He said a special task force, led by TNB’s chief retail officer Megat Jalaluddin Megat Hassan, had been formed to oversee the complaints and resolve the issue.

Megat Jalaluddin said that it usual­ly took about two weeks to credit the amount back to consumers but it could be delayed due to the large number of complaints received.

Amir said other reasons for the sudden surge in electricity bills include old and faulty TNB meters, replacement of new meters and increased usage in the consumer’s household.

He also assured consumers of uninterrupted electricity supply, especially during Hari Raya.

“To those who have lodged reports or ongoing investigations, we assure that the disconnection notice will be postponed for two weeks.

“We would like everyone to have a peaceful Hari Raya celebration,” he said.

Amir said the operation hours of TNB offices would be extended from 8am to 6pm from Monday to Saturday, except for public holidays.

As for the TNB Careline, the hours will be extended from 7am to 11pm every day including public holidays, except for Sunday.

This is to help facilitate complaints from consumers and to help resolve their billing issues as soon as possible.

On comments by Energy, Science, Technology, Environment and Climate Change Minister Yeo Bee Yin that TNB would be fined even after it rectifies the billing problem, Amir said at the moment the utility company would focus on fixing the problem.

“My focus is to resolve this issue, we will talk about other issues later. The consumers are our priority,” he said.

During an interview on 8TV’s Global Watch programme on Thursday, Yeo said the Energy Commission had already given TNB a warning letter and an instruction notice to resolve the problem.

Source link


Explain discrepancies in bills, TNB told

KUALA LUMPUR: Tenaga Nasional Bhd (TNB) should give a concrete explanation for the sudden discre­pancies in electricity bills and take holistic steps instead of just depending on complaints from users, say consumer groups.

Consumers Association of Penang (CAP) education officer N.V. Sub­barao said TNB, as the national utility company, must take responsibility instead of depending on consumers to come forward and lodge reports.

“TNB must do the due diligence. It will be unfair to those especially in the rural areas,” he said.

Federation of Malaysian Consu­mers Associations (Fomca) chief operations officer T. Saravanan said that while TNB wanted users to lodge complaints, the utility company needed to improve its customer service and response time.

He noted that TNB should explain why there was a technical glitch in its system.

“The problem should have been communicated to the public earlier and they should not have waited for the Energy Commission or Energy, Science, Technology, Environment and Climate Change Ministry to intervene,” he said.

He also noted that the Energy Commission should investigate the issue and publish its findings.

“An independent investigation team should be formed so that the findings won’t be biased.

“The Energy Commission should play an important role in protecting consumers,” said Saravanan.

Malaysian Islamic Consumer Association secretary-general Datuk Dr Ma’mor Osman said TNB’s explanation that the sudden increase in electricity bill was due to a technical glitch could not be accepted.

“The public cannot accept this as TNB has all the technology to check silly mistakes.

“TNB makes very high profits and they have monopolised the sector.

“If they do not give a satisfactory explanation, consumers will as­sume that they just want to make more money.

“If they know there is a glitch in the system, they need to inform all consumers.

“There is no point in blaming others for their wrongdoing,” he said.

Source link


Related posts:

Malaysian mediocre education system and quota: The Endgame

  IN my last article, I took us along memory lane through the 60s and 70s when our education was world class. As I said, we prepared our

Negligence, Technial among TNB faults

https://youtu.be/PDdFdvklQN0 https://youtu.be/PDdFdvklQN0https://youtu.be/PDdFdvklQN0 Minister: Technical and billing issues also ..

TNB to re-credit those overcharged

Unhappy lot: Some of the consumers making a report over their inaccurate electricity bill at the TNB counters.  MELAKA: Tenaga Na.

TNB will still be fined, even after remedying high electricity charges

Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers. — Picture by Saw S...

TNB will still be fined, even after remedying high electricity charges

Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers. — Picture by Saw Siow Feng

https://youtu.be/Ap6DWFAg_gc

KUALA LUMPUR, May 31 — Energy supplier Tenaga Nasional Berhad (TNB) will still be fined even after it rectifies the billing problem which led to a sudden spike in electricity bills for consumers, minister Yeo Bee Yin has said.

Speaking in an interview during 8TV’s Global Watch programme yesterday, Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers.

“The Energy Commission has already given them (TNB) a warning letter, and instruction notice, they must resolve the problem within 30 days and all who complained must have fair treatment,” the minister of energy, science, technology, environment and climate change said in an excerpt of the interview that was made available on Global Watch’s official Facebook page.

Yeo said TNB had already violated the Energy Commission’s standard for service levels, and that the energy company would still be penalised even if they corrected their wrong.

“Even if you corrected your wrong, you did wrong, you will be fined,” she stressed in the interview conducted in Mandarin.

Yeo said the Energy Commission is currently doing an investigation to determine which provisions of the Electricity Supply Act to fine TNB under.

“Next week or the following week, we will announce the provisions for the fine and teach them a lesson,” she said.

She noted TNB’s status as being the sole company providing electricity here.

“Because TNB is actually the sole company, you want to buy electricity, if you are unhappy, you must still buy from it.

“So I told the Energy Commission, you must grow fangs, you must regulate, so although they will correct the wrong, but there will certainly be a fine,” she added.- Malay Mail

Source link


Read more: 

TNB customers seek explanation on higher-than-normal bill charges ...

Possible technical error behind 'unusually high' electricity bill charges ...

 

Related posts:

TNB to re-credit those overcharged

 

Negligence, Technial among TNB faults

TNB will still be fined, even after remedying high electricity charges

Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers. — Picture by Saw Siow Feng

https://youtu.be/Ap6DWFAg_gc

KUALA LUMPUR, May 31 — Energy supplier Tenaga Nasional Berhad (TNB) will still be fined even after it rectifies the billing problem which led to a sudden spike in electricity bills for consumers, minister Yeo Bee Yin has said.

Speaking in an interview during 8TV’s Global Watch programme yesterday, Yeo said the high electricity bills problem was in most cases due to TNB’s technical problem in billing the customers.

“The Energy Commission has already given them (TNB) a warning letter, and instruction notice, they must resolve the problem within 30 days and all who complained must have fair treatment,” the minister of energy, science, technology, environment and climate change said in an excerpt of the interview that was made available on Global Watch’s official Facebook page.

Yeo said TNB had already violated the Energy Commission’s standard for service levels, and that the energy company would still be penalised even if they corrected their wrong.

“Even if you corrected your wrong, you did wrong, you will be fined,” she stressed in the interview conducted in Mandarin.

Yeo said the Energy Commission is currently doing an investigation to determine which provisions of the Electricity Supply Act to fine TNB under.

“Next week or the following week, we will announce the provisions for the fine and teach them a lesson,” she said.

She noted TNB’s status as being the sole company providing electricity here.

“Because TNB is actually the sole company, you want to buy electricity, if you are unhappy, you must still buy from it.

“So I told the Energy Commission, you must grow fangs, you must regulate, so although they will correct the wrong, but there will certainly be a fine,” she added.- Malay Mail

Source link


Read more: 

TNB customers seek explanation on higher-than-normal bill charges ...

Possible technical error behind 'unusually high' electricity bill charges ...

 

Related posts:

TNB blames technical glitch! Explain discrepanccies in bills, TNB told

TNB to re-credit those overcharged

 

Negligence, Technial among TNB faults