Answer to Oral Questions PL207 & PL208

QUESTION

Yang Berhormat Dr. Awang Haji Mahali bin Haji Momin

YANG BERHORMAT DR. AWANG HAJI MAHALI BIN HAJI MOMIN asks the MENTERI DI JABATAN PERDANA MENTERI to state what actions can be taken to ensure the administration of the country is more efficient and effective? This takes into account that only 54% of 48 Government agencies received one star, as stated by Menteri di Jabatan Perdana Menteri dan Menteri Pertahanan II during the First Meeting previously.

Yang Berhormat Dr. Awang Haji Mahali bin Haji Momin

YANG BERHORMAT DR. AWANG HAJI MAHALI BIN HAJI MOMIN asks the MENTERI DI JABATAN PERDANA MENTERI to state whether the Ministry can specify which agencies have received a 4-star rating as well as examples of key success factors that can be used as references by other agencies to improve performance? This takes into account that in the 3PSA assessment only two government agencies achieved a 4-star rating.

ANSWER

Yang Berhormat Menteri di Jabatan Perdana Menteri

Yang Berhormat Yang Di-Pertua,

بسم هللا الرحمن الرحيم السلام عليكم ورحمة هللا وبركاته

Kaola would first like to express thanks to Yang Berhormat Dr. Awang Haji Mahali bin Haji Momin for the two (02) questions related to the Public Sector Performance Grading Programme Through Star Rating, or in short 3PSA, namely regarding the actions that can be taken to ensure the administration of the country is more efficient and effective, especially taking into account the existence of Government agencies that received only one star, and further the examples of success factors of agencies that have received a 4-star rating.

Yang Berhormat Yang Di-Pertua, allow Kaola to answer both related questions.

The Prime Minister's Office through the Management Services Department (MSD), implements 3PSA as one of the mechanisms to strengthen the governance of government agencies. This assessment covers key aspects such as Strategic Planning, Reform and Improvement, Human Resource Management as well as Customer Care, with emphasis on an evidence and results-based approach. Until Financial Year 2023/2024, a total of two (2) agencies successfully achieved a four (4) star rating, namely at the Very Good level, namely:

• Laboratory Services Department, Ministry of Health; and
• Public Service Commission Office, Prime Minister's Office.

This achievement reflects a level of excellence in various aspects of management and public service delivery. Among the main success factors of these agencies that can serve as references for other agencies include:

1. Proactive and Visionary Leadership
   Top management plays the main role in setting strategic direction, driving a performance culture, as well as instilling the spirit of innovation and shared responsibility at all levels of the organisation.

2. Clear and Measurable Strategic Planning
   The preparation of strategic plans aligned with the policy direction of the Ministry and Department as well as national direction, supported by the use of clear and relevant key performance indicators (KPIs) that can measure the effectiveness and outcomes of services.

3. Implementation of Improvement Programmes Based on the Policy Cycle
   Reform and improvement programmes are implemented in a planned manner, covering four (4) policy cycles, namely planning; implementation; monitoring; and evaluation.

4. Empowerment of Human Resources
   Effective management and development of human resources, with emphasis on skills enhancement through continuous training, involvement in internal monitoring, as well as active participation in improvement efforts.

5. Focus on the Quality of Service Delivery
   Emphasis is given to service delivery that is consistent with the Tekad Pemedulian Orang Ramai (TPOR) document and the Work Procedure Manual (MPK), where the implementation of work processes is aligned with what is documented. The customer complaints and feedback system also functions effectively, while the Customer Focus Survey (KSTP) is implemented regularly and monitored consistently, with the findings obtained being utilised as the basis for continuous improvement efforts.

6. Continuous Commitment to a Culture of Excellence
   The implementation of a thorough internal monitoring system through various methods such as senior management meetings, the appointment of focal officers and the preparation of annual reports. In addition, agencies instil commitment towards a culture of improvement, supported by teamwork and openness to feedback to strengthen service performance comprehensively and continuously.

These agencies show that success is not merely the result of implementing systems and procedures, but is driven by leadership commitment, workforce involvement, and the ability to adapt to current needs, including leveraging technology as well as safeguarding customer interests comprehensively.

Further, in taking into account the achievement of the 3PSA assessment, which shows that only 54% of 48 government agencies obtained one star, this continues to emphasise the importance of more comprehensive and targeted intervention. Towards this, in addition to organising programmes to enhance the efficiency and effectiveness of Government agencies, such as monitoring Tekad Pemedulian Orang Ramai (TPOR), handling public complaints, and reviewing work processes, the Prime Minister's Office through the relevant Departments continues to implement various current strategic initiatives in line with present needs such as:

• First, strengthening the implementation of 3PSA as a diagnostic tool that remains relevant and supports a progressive Public Service. Among these is the 3PSA Self-Assessment of Government agencies to identify areas or scopes of 3PSA that require improvement as well as to formulate early corrective actions. Subsequently, 3PSA Checkpoint review sessions (mid-term review) are also implemented to ensure agency commitment in carrying out corrective actions consistently.

• Second, through the Transformasi Sistem Kerja (TSK) initiative, agencies are recommended to restructure existing work processes so that service delivery becomes easier, more effective and customer-friendly. Emphasis is given to process streamlining including improving TPOR, service integration, as well as increasing customer satisfaction;

• Third, the creation of the e-Pemedulian Pelanggan (e-PP) system to facilitate current data collection as well as strengthen system capability in monitoring and evaluation (M&E), data analytics, forecasting & planning as well as trend analysis of service delivery by government agencies. This system is a digital platform resulting from collaboration with EGNC, which uses the Talian Darussalam (TD123) platform and will be implemented in phases. Phase 1 involves the migration of three (3) programmes to an online system: namely the Customer Focus Survey (KSTP), now known as Pemedulian; Public Complaints Handling; and Tekad Pemedulian Orang Ramai (TPOR). The first module, namely Pemedulian, was launched on 5 July 2025, to enable the public to provide feedback on the quality of Government agency services online, with this First Phase of Pemedulian focusing on Government agencies that deal extensively with the public. The implementation of e-Aduan and e-TPOR will be carried out at the next stage;

• Fourth, empowering the Regular Public Engagement (RPE) approach through plans to develop a dedicated portal that enables feedback to be obtained directly in real time on any proposed policy and regulatory reforms to be introduced by Government agencies. This programme is intended to encourage stakeholder involvement in jointly contributing to the formulation of Government policies and programmes.

• Fifth, cultivating a culture of innovation in the Public Service such as through the organisation of the Anugerah Inovasi Perdana (AIP) to give appreciation and recognition to government agencies that successfully implement improvement and reform efforts (innovation) in good governance in the Public Service of Negara Brunei Darussalam. At the same time, active planning is being undertaken to develop a framework towards establishing a sustainable innovation ecosystem within the Public Service, which among others will open broad opportunities for Government agencies to produce reforms and increase improvements through innovative projects and programmes.

• Sixth, human resource capacity development programmes focusing on structured competency-based training, particularly in the fields of leadership, service delivery, change management and digital, are also given priority. To ensure that the training provided remains aligned with the actual needs of Government agencies, the training programmes are the result of the Institute of Learning Needs Analysis.

These efforts are in line with the Government's commitment to strengthen a quality, responsive Public Service administration system that meets the needs of the people, towards realising the goals of Wawasan Brunei 2035 to improve the people's standard of living.

That is all Kaola is able to convey. Thank you.