Lean government ensures better service
Wednesday, June 28th, 2017
GOVERNMENTS worldwide have taken steps to limit their expenditure — by doing more with less, seeking efficiency and borrow borrowing tools such as “Lean” from the private sector to streamline the business of government — as a potential solution to increasing costs in education, healthcare, infrastructure; increasing demands for services; and decreasing economic resources to support this growth.
At its core, Lean, which refers to the lean production principles and methods to provide services, is a systematic approach to solving problems and reducing the overburden and employees in an organisation by streamlining processes, which includes eliminating wasteful steps and seeking more effective ways to achieve outcomes.
One of the reasons why the Lean approach is successful is the focus on the customer — “Customer is King”. The customer defines the value. If the customer is not willing to pay for a feature of a product, then that feature has no value and should be eliminated. In terms of government, the customer is the public. Lean for government focuses on serving the public with respect and improving service delivery, with a culture that holds a customer orientation in management as well as clearer accountability for results in the public service.
The results include such as less reduced waiting time for access to services (in hospitals, court hearing and licence applications) and efficiency in policing. The targets are: more transparency, more efficiency and more quality at reduced expenses. The “Customer is King” approach resonates well into our aspirations for Government Transformation Program (GTP) that aimed at increased productivity with the Government Transformation Programme (GTP) that aims at increasing productivity with less, and to change the way public services are delivered.
Achieving thea Lean government entails a long process of government engineering.
Of utmost importance is the sustainable management of resources. The concern is on centres on the 1.6 million civil servants, the ratio of which is 1 for every 19.37 MalaysianMalaysians, widely viewed as bloated by international standard, and critics. Critics make two arguments about it. First, they contend that the state bureaucracy is enormous. Civil servants made make up 5% per cent of Malaysia’s 30 million population, higher than Indonesia (1.9% per cent) South Korea (1.85% per cent) or Thailand (1.06% per cent). Ratio wise, Malaysia has more state bureaucrats than the neighbouring countries, for example Singapore is 1 to 71.4 people, Indonesia 1: 110, Korea 1:50 China 1: 108, Japan 1: 28; and even Russia that underwent a bureaucratic revolution during Trostky and Stalin’s era in the twentieth century and later bureaucratic reform under Boris Elt’sin in 1998, currently stands at 1: 84 and other western countries such as Britain, 1: 118. and Japan 1: 28.
Even in Russia, which underwent a bureaucratic revolution during Trostky and Stalin’s era in the 20th century and later bureaucratic reform under Boris Yeltsin in 1998, the ratio stands at 1: 84. In Britain, a Western country, it is 1: 118.
Second, the issue of ballooning cost.
It was reported that in 2003, the pay for public servants totalled RM22 billion and the pension of civil servants was RM5.9 billion. By last year 2016, the pay increased to RM74 billion and the pension payment RM19 billion.
The salaries, pensions and gratuities forms about a third of the budget every year. Determining the right size of the civil service can be a complex matter. Although many countries are used as comparison due to colonial similarity of post similarities in post-colonial era civil service structure, there are also stark disparities. As outlined in Article 132 of the Constitution, the public service comprises the following components: (1) the armed forces; (2) the judicial and the legal service; (3) the general public service of the federation; (4) the police force; (5) the railway service; (6) the joint public services; (7) state public service; and (8) the education service.
Out of the 1.6 million employees, teachers, including university academics, madke up 37% per cent of the public employees; the armed forces and police force close to 20 per cent; nurses 5.0 per cent; the judicial and legal service, 1.0 per cent; while the rest are in the railway service, and public service.
by Prof Dr. Nik Rosnah Wan Abdullah.
Read more @ https://www.nst.com.my/opinion/columnists/2017/06/252616/lean-government-ensures-better-service