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
2
What’s next?
3
4
5
So many methodologies and tools
taught by MAMPU, MPC and INTAN!
Which to follow?
6
7
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
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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10
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
KEY CHALLENGES, KEY STRATEGIES & STRATEGY MODEL
a. Key Challenges b. Key Strategies
c. Strategy Model
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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
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
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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
TYPE OF SERVICES BY CHANNELS
Legend: √ (Available) WIP Research
No Type of Services/
Channels Mail
EPF
Counter Agents CMC
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 √ √
No Type of Services/
Channels Mail
EPF
Counter Agents CMC
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
No Type of Services/
Channels Mail
EPF
Counter Agents CMC
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
No Type of Services/
Channels Mail
EPF
Counter Agents CMC
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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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
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
Withdrawal Process - Hassle Free Concept
0 hari
0.5 minit 1 minit 0.5 minit 9 saat
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
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
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
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.
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
Thank You
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