a journey of operations transformation

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A journey of Operations Transformation Ong Hock Chye Ketua Jabatan Transformasi Operasi & Penyelarasan (JTOP) 26 November 2013 1 SEMINAR PEMANTAPAN TRANFORMASI PERKHIDMATAN AWAM MELALUI PENGURUSAN LEAN

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Page 1: A journey of Operations Transformation

A journey of Operations

Transformation

Ong Hock Chye

Ketua

Jabatan Transformasi Operasi & Penyelarasan (JTOP)

26 November 2013

1

SEMINAR PEMANTAPAN TRANFORMASI PERKHIDMATAN

AWAM MELALUI PENGURUSAN LEAN

Page 2: A journey of Operations Transformation

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Page 3: A journey of Operations Transformation

What’s next?

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Page 6: A journey of Operations Transformation

So many methodologies and tools

taught by MAMPU, MPC and INTAN!

Which to follow?

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Page 8: A journey of Operations Transformation

Best Practices • Purpose

– Balanced Scorecard

– Enterprise Risk Management, Business Continuity Management

• Process and System

– One Stop Centre, CRM,

– Business Process Reengineering and Core System Replacement, Hub and Spoke, Outsourcing, Project Management

– Total Quality Management, Lean Management/Thinking, Lean Six Sigma, Process Management, MS ISO 9001:2008, Creative and Innovative Circles

• People

– Knowledge Management, Business Intelligence

– Performance Management, Succession Management, Talent Management

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Thinking deeply about purpose, process, people is the key to doing this

Womack and Jones, Lean Thinking

Page 9: A journey of Operations Transformation

Lean Thinking, Womack and Jones 1996

• Specify value

• Identify the value stream – line up activities which contribute value, eliminate those which add no value

• Create the conditions for value to flow smoothly through the stream

• Have the customer pull value from the stream

• Pursue perfection – work on improving the responsiveness of the production system to the customer demand for value

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Page 10: A journey of Operations Transformation

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CUSTOMER SERVICE & PROCESS

IMPROVEMENT

THE WAY FORWARD

EPF customer service is excellent by today’s standard. But as the demographic profile of EPF’s members change, we need to change in tandem with new expectations and demands to be relevant in the eyes of customers/stakeholders.

1. Increase In Self Service Channels – To

Meet The Demands Of Gen-y And The New

Generations Of Members

2. Provide More Web-based Services – More

Speed In Service Delivery

Page 11: A journey of Operations Transformation

KEY CHALLENGES, KEY STRATEGIES & STRATEGY MODEL

a. Key Challenges b. Key Strategies

c. Strategy Model

Page 12: A journey of Operations Transformation

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STRATEGY MODEL

SERVICE EXCELLENCE OPERATIONAL EXCELLENCE

Anywhere, Anytime, Anyhow

Cost Efficiency

Reduce Input Issues Reduce Processing

Innovation Management Expertise Management Knowledge Management Business Intelligence

Universities, Banks, Hospitals, Government Agencies

Strategic Alliance/ Smart Partnership

Education, Communication, Promotion & Penalty

Outsourcing

Self-Service

Leverage ICT

Page 13: A journey of Operations Transformation

SUMMARY OF KEY STRATEGIES & INITIATIVES (2013 – 2017)

KEY STRATEGIES STRATEGIC INITIATIVES

1. Increase e-services & counter-less services

1.1 Develop user-friendly web enabled self-services facilities through multiple devices (e.g.: myEPF, sms, kiosk, iPad)

1.2 Develop mobile computing /services/enforcement facilities

1.3 Further automation of back-room processes 1.4 Introduce mobile kiosks and expand kiosks at 3rd party

premises 1.5 Increase range of call centre services

2. Increase Product and Service

Outreach

2.1 Establish dedicated function to promote EPF’s products & services (Education, Communication, Promotions)

3. Drive Innovation Excellence 3.1 Implement effective Knowledge Management 3.2 Develop Business Intelligence/analytics 3.3 Build R&D capabilities in Process Innovation

4. Leverage on Strategic Alliance

& Smart Partnership

4.1 Develop a structured strategic alliance & collaboration

framework with government agencies and 3rd parties

5. Outsourcing 5.1 To conduct feasible study on establishing EPF owned

subsidiaries to reduce cost, mitigate risk and improve

operation efficiency

Page 14: A journey of Operations Transformation

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Page 15: A journey of Operations Transformation

Mobile Apps

myEPF INITIATIVES FOR ONLINE SERVICES

myEPF

Portal

Replacement of myEPF Portal – new look and feel Demo EPF Office

Location with GPS Coordinates & Google Map Forum

Web Form

Web Form

e-Caruman e-CTML e-DES

e-Pengeluaran (Phase 1)

Housing

Secured Message

2011- 2013

i-Akaun (Online Services)

Existing Static

Information

myEPF

Portal

General static information on EPF Download forms Banner

(promotion) Enquiry

i-Akaun (Member)

Printing Statement

Checking Nomination

Checking Withdrawal Status

Calculators

i-Akaun (Employer)

PRIOR 2011

i-Akaun (Online Services)

myEPF

Online Services -Existing modules

Mobile Web Version (Employer)

Mobile Web Version (Member)

Employer Member

3rd parties Integration

Financial Institution

IPTA/IPTS Hospital

2014 - 2017

Future Initiatives (Online Services)

e-Caruman (Enhancement) e-CTML

(Enhancement) e-Voluntary Excess Online Payment

Through Banks’ Websites

Group Retirement Benefit (GRB) Transfer

Checking of outstanding matters

e-Pengeluaran (Phase 2)

Housing Education Health

Semi e-Nomination

Page 16: A journey of Operations Transformation

TYPE OF SERVICES BY CHANNELS

Legend: √ (Available) WIP Research

No Type of Services/

Channels Mail

EPF

Counter Agents CMC

Email

Enquiry Social

Media

Kiosk

at EPF

Kiosk at

Agents

Internet

Banking ATM

Auto

Regist

ration

1 Enquiry √ √ √ √ √ √

Risk

Appetire

Issue.

Could we

trust the

banks?

2 Forms √ √ Mail

Form √ √

3 Issuing of i-Akaun Pin √ √ √ √

4 Complaints √ √ √ √ √ √

5 Registration of Member √ √ Employer √ √

6 Registration of Employer √ √ myCOID,

eKL

7 Update Contact

Information √ √ √ √ √

8 Make Nomination √

9 Nomination Checking √ √

10 Statement of Account √ √ √ √ √

11 Contribution Payment √ √ Banks √ √ √

12 Printing of Contribution

Schedules √ √ √ Preprinted

13 Receiving of

Contribution Schedules √ √ Banks √ √

14

Application for

Refund/Adjustment of

Contributions √ √

15 Receiving of CTML

Clearance Forms √ √ √

16

Withdrawal Application

Hassle Free

(for Type A, D8 & DM) √ √ ePPA WIP

17 Withdrawal Cheque

Collection √ √

Page 17: A journey of Operations Transformation

No Type of Services/

Channels Mail

EPF

Counter Agents CMC

Email

Enquiry Social

Media (Interactive)

Kiosk

at EPF

Kiosk at

Agents

Internet

Banking ATM

Auto

Regist

ration

1 Enquiry √ √ √ √ √ √

2 Forms √ √ Mail

Form √ √

3 Issuing of i-Akaun Pin √ √ √ √

4 Complaints √ √ √ √ √ √

5 Registration of Member √ √ Employer √ √

6 Registration of Employer √ √ myCOID,

eKL

7 Update Contact

Information √ √ √ √ √

8 Make Nomination √

9 Nomination Checking √ √

10 Statement of Account √ √ √ √ √

11 Contribution Payment √ √ Banks √ √ √

12 Printing of Contribution

Schedules √ √ √ Preprinted

13 Receiving of

Contribution Schedules √ √ Banks √ √

14

Application for

Refund/Adjustment of

Contributions √ √

15 Receiving of CTML

Clearance Forms √ √ √

16

Withdrawal Application

Hassle Free

(for Type A, D8 & DM) √ √ ePPA WIP

17 Withdrawal Cheque

Collection √ √

TYPE OF SERVICES BY CHANNELS

NON SELF SERVICES

Legend: √ (Available) WIP Research

Page 18: A journey of Operations Transformation

No Type of Services/

Channels Mail

EPF

Counter Agents CMC

Email

Enquiry Social

Media myEPF

i-Akaun

(Interactive)

Kiosk

at EPF

Kiosk at

Agents

Internet

Banking ATM

Auto

Regist

ration

1 Enquiry √ √ √ √ √ √

Risk

Appetire

Issue.

Could we

trust the

banks?

2 Forms √ √ Mail

Form √ √

3 Issuing of i-Akaun Pin √ √ √ √

4 Complaints √ √ √ √ √ √

5 Registration of Member √ √ Employer √ √

6 Registration of Employer √ √ myCOID,

eKL

7 Update Contact

Information √ √ √ √ √

8 Make Nomination √

9 Nomination Checking √ √

10 Statement of Account √ √ √ √ √

11 Contribution Payment √ √ Banks √ √ √

12 Printing of Contribution

Schedules √ √ √ Preprinted

13 Receiving of

Contribution Schedules √ √ Banks √ √

14

Application for

Refund/Adjustment of

Contributions √ √

15 Receiving of CTML

Clearance Forms √ √ √

16

Withdrawal Application

Hassle Free

(for Type A, D8 & DM) √ √ ePPA

WIP

(DM & D8

completed)

17 Withdrawal Cheque

Collection √ √

TYPE OF SERVICES BY CHANNELS

NON SELF SERVICES SELF SERVICES

Legend: √ (Available) WIP Research

Page 19: A journey of Operations Transformation

No Type of Services/

Channels Mail

EPF

Counter Agents CMC

Email

Enquiry Social

Media myEPF

i-Akaun

(Interactive)

Kiosk

at EPF

Kiosk at

Agents

Internet

Banking ATM

Auto

Regist

ration

1 Enquiry √ √ R √ √ √ √

Risk

Appetire

Issue.

Could we

trust the

banks?

2 Forms √ √ R Mail

Form √ √

3 Issuing of i-Akaun Pin √ R √ R √ √

4 Complaints √ √ √ √ √ √

5 Registration of Member √ √ Employer √ √

6 Registration of Employer √ √ myCOID,

Ekl

7 Update Contact

Information √ √ R √ √ √ R R

8 Make Nomination √ Web Form Only

9 Nomination Checking √ R √ R R

10 Statement of Account √ √ R √ √ √

11 Contribution Payment √ √ Banks √ √ R √

12 Printing of Contribution

Schedules √ √ R √ Preprinted

13 Receiving of

Contribution Schedules √ √ Banks √ √

14

Application for

Refund/Adjustment of

Contributions √ √ R

15 Receiving of CTML

Clearance Forms √ √ R √

16

Withdrawal Application

Hassle Free

(for Type A, D8 & DM) √ √ ePPA

WIP

(DM & D8

completed)

17 Withdrawal Cheque

Collection √ √ R

TYPE OF SERVICES BY CHANNELS

NON SELF SERVICES SELF SERVICES

18 Advisory Services R R R R R R R R

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Page 21: A journey of Operations Transformation

Different Withdrawal Schemes require different approaches!

Withdrawal Type 2013 Average % of Application Method Approval

Retirement

1 Million 3,045 305 0.17%

HASSLE FREE T+1

50 years 122,817 12,281 7.00%

55 years (Combination) 156,399 15,640 8.91%

55 years (Full) 149,342 14,934 8.51%

Hajj 499 50 0.03%

Subtotal 432,102 43,210 24.62%

Investment

Investment 779,424 77,942 44.40% e-PPA T+1

Housing

Reducing of Housing Loan 147,045 14,705 8.38%

e-Pengeluaran T+17

Housing Loan Monthly Installment

99,431 9,943 5.66%

Buy/Built House 84,217 8,422 4.80%

Subtotal 330,693 33,070 18.84%

Others

Health 4,952 495 0.28%

Current Method

Education 64,101 6,410 3.65%

Death 39,340 3,934 2.24% T+21

Incapacitation 6,574 657 0.37%

Leaving Country 3,250 325 0.19%

Subtotal 118,217 11,821 6.73%

Pension

Pensionable Employee 69,596 6,960 3.96% Current Method

T+21 Pensionable Employee Optional 8,068 807 0.46%

PEN 1516 3,215 322 0.18% Receive electronically from JPA

PEN1516A 14,291 1,429 0.81%

Subtotal 95,170 9,518 5.41%

TOTAL 1,755,606 175,561 100.00%

69.02%

14.04%

8.73%

* Statistic as at October 2013

Page 22: A journey of Operations Transformation

Withdrawal Process

Before

2007

Approval based on physical

document at EPF branch

• Hassle Free

• Approval based on Image at HUB / HQ

• e-Pengeluaran (Phase 2)

• Financial Advisory

• e-Pengeluaran (Phase 1)

• Multi Processing Centres

2007 –

2012

2013

2014 &

onwards

Page 23: A journey of Operations Transformation

Withdrawal Process - Hassle Free Concept

0 hari

0.5 minit 1 minit 0.5 minit 9 saat

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No. ELEMENT PHASE 1

(2013)

PHASE 2

(2014 – 2015)

PHASE 3

(2016)

1

e-Submission &

Online Eligibility

Check

Member submit online

via i-Akaun

2 e-Confirmation

From 3rd Party

eConfirmation from 3rd

party via sFTP

3 e-Processes

(Process Mapping) Mapping Process pre-approval

4 Thumbprint

Authentication Thumbprint Authentication at EPF counter

5 Approval Auto-approval

6 e-Payment Direct Crediting

7 e-Communication SMS / Secured Message Inbox in i-Akaun

Member visit 3rd Party

3rd party provide information via sFTP or Work Flow

(With member’s consent)

Thumbprint

Authentication at 3rd party premise via

handheld kiosk

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SUMMARY OF e-PENGELUARAN DEVELOPMENT PHASES

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Develop a working relationship and mutual recognition of opportunities with the prospective partner in order to achieve those objectives:

STRATEGIC ALLIANCE

To obtain work process input directly from source to reduce defects, waste and prevent fraud

Smart partnership – win-win to improve performance and quality

To access latest technology, innovation and best practices

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Strategic Alliance/

Smart Partnership

with Third Parties

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Mobile Office • Freedom from location

& device constraints

while maintaining the

same application

performance

• Enable remote access

to ALL EPF Systems &

Applications anytime &

anywhere on any

device.

• Cost, Benefit, Risk and

Controls?

User Experience

Page 28: A journey of Operations Transformation

Financial and Retirement Planning To educate members to understand:- • The importance of retirement savings;

• The need to have financial planning knowledge;

• The need to plan and save early for retirement;

• To discourage lump-sum payment; and

• To encourage periodical payment

PURPOSE

INITIATIVES This requires a multi-pronged approach to educate

members and stakeholders.

Page 29: A journey of Operations Transformation

Respect for People (Respect and Teamwork)

• It is considered disrespectful of people if they do not have challenges and are not taught a good way of working toward them, because that would be wasting human capability and failing to develop it; using people for their hands and not their heads so to speak.

• Toyota has developed and teaches a shared means for how people can work together through tough obstacles to designed new conditions and levels of performance that lie beyond our horizon. That is to achieve things that are difficult to achieve.

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Anggota BUKAN Kakitangan

Page 30: A journey of Operations Transformation

Thank You

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