Answers for Oral Questions PL207 and PL208

Reading Summary

📖 Reading time: 7 minutes
📊 Word count: 1,195 words

YANG BERHORMAT DR. AWANG HAJI MAHALI BIN HAJI MOMIN

QUESTION:

YANG BERHORMAT DR. AWANG HAJI MAHALI BIN HAJI MOMIN asks the MINISTER AT THE PRIME MINISTER'S DEPARTMENT to state what actions can be taken to ensure a more efficient and effective national administration? This considers that only 54% of 48 Government agencies received one star, as stated by the Minister at the Prime Minister's Department and Minister of Defense II during the previous First Meeting.

YANG BERHORMAT DR. AWANG HAJI MAHALI BIN HAJI MOMIN asks the MINISTER AT THE PRIME MINISTER'S DEPARTMENT to state which agencies have received a 4-star rating and 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.

YANG BERHORMAT MINISTER AT THE PRIME MINISTER'S DEPARTMENT

ANSWER:

Yang Berhormat Yang Di-Pertua

بسم الله الرحمن الرحيم السلام عليكم ورحمة الله وبركاته

Kaola would first like to express gratitude to Yang Berhormat Dr. Awang Haji Mahali bin Haji Momin for the two (02) questions concerning the Public Sector Performance Grading Program Through Star Rating, also known as 3PSA, regarding actions that can be taken to ensure a more efficient and effective national administration, especially considering that there are Government agencies that have only received one star, and further examples of success factors for agencies that have received a 4-star rating.

Yang Berhormat Yang Di-Pertua, allow Kaola to address both interrelated questions.

The Prime Minister's Department through the Management Services Department (MSD) implements the 3PSA as a mechanism to strengthen the governance of government agencies. This evaluation covers key aspects such as Strategic Planning, Reforms and Improvements, Human Resource Management, and Customer Care, with an emphasis on evidence and results-based approaches. Until the 2023/2024 Financial Year, two (2) agencies have successfully achieved a four (4) star rating, i.e., the Very Good level, which are:

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

This achievement reflects the 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 a key role in setting strategic directions, driving a performance culture, and instilling a spirit of innovation and shared responsibility at all organizational levels.

2. Clear and Measurable Strategic Planning
   The preparation of a strategic plan aligned with the Ministry's, Department's, and national policy directions, supported by the use of clear and relevant key performance indicators (KPI) to measure the effectiveness and outcome of services.

3. Implementation of Improvement Programs Based on the Policy Cycle
   Renewal and improvement programs are systematically implemented, covering four (4) policy cycles, namely planning; implementation; monitoring and evaluation.

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

5. Focus on Service Delivery Quality
   Emphasis is placed on service delivery consistent with the Tekad Pemedulian Orang Ramai (TPOR) document and Manual Prosedur Kerja (MPK), where the execution of work processes is according to documentation. The complaint and customer feedback system also functions effectively, while Customer Focus Survey (KSTP) is regularly conducted and consistently monitored, with the findings used as a basis for continuous improvement efforts.

6. Continuous Commitment to a Culture of Excellence
   Meticulous internal monitoring system implementation through various methods such as top management meetings, focal officer appointments, and annual report preparation. Additionally, agencies instill commitment to improvement culture, supported by teamwork spirit and openness to feedback to strengthen overall service performance continually and comprehensively.

These agencies demonstrate that success is not merely the result of implementing systems and procedures but is driven by leadership commitment, employee engagement, and the capability to adapt to current needs, including utilizing technology and holistically safeguarding customer interests.

Furthermore, considering the achievement of the 3PSA assessment, which shows only 54% of 48 government agencies obtain one star, this continues to underline the importance of more comprehensive and targeted interventions. Towards this, apart from organizing programs to enhance the efficiency and effectiveness of Government agencies, such as monitoring the Tekad Pemedulian Orang Ramai (TPOR), handling public complaints, revisiting work processes, the Prime Minister's Department through relevant Departments continually implements various contemporary strategic initiatives aligned with current needs such as:

• Firstly, strengthening the Implementation of 3PSA as diagnostic tools that remain relevant and support a progressive Public Service. Among them, 3PSA Self-Assessment of Government agencies to identify areas or scopes of 3PSA needing improvement and outline preliminary corrective actions. Subsequently, 3PSA checkpoint (mid-term review) sessions are also conducted to ensure consistent corrective action commitment by agencies.

• Secondly, through the Work Transformation System (TSK) initiative
  Agencies are encouraged to restructure existing work processes to make service delivery more straightforward, effective, and customer-friendly. Emphasis is placed on process streamlining, including improving TPOR, service integration, and increasing customer satisfaction.

• Thirdly, the creation of the e-Pemudulian Pelanggan (e-PP) system
  To facilitate the collection of current data and enhance the system's capability in monitoring and evaluation (M&E), data analytics, forecasting & planning, and trend analysis of government agencies' service delivery. This system is a digital platform developed in partnership with EGNC, utilizing the Talian Darussalam (TD123) platform, and will be implemented in phases. Phase 1 involves migrating three (3) programs to the online system: Customer Focus Survey (KSTP), now known as Pemudulian; Handling of Public Complaints; and Tekad Pemedulian Orang Ramai (TPOR). The first module, Pemedulian, was launched on 5th July 2025, enabling the public to provide feedback on the quality of government agency services online, focusing on Government agencies predominantly dealing with the public in the First Phase of Pemudulian. Implementation of e-Complaints and e-TPOR will be executed at the next stage.

• Fourthly, Empowerment of the Regular Public Engagement (RPE) Approach
  Through the planning to develop a specialized portal enabling real-time feedback on any proposed policy and regulatory renewal by Government agencies. This program aims to encourage stakeholder involvement in contributing to government policy and program formation.

• Fifthly, fostering an innovation culture within the Public Service
  Such as organizing the Anugerah Inovasi Perdana (AIP) to give recognition and accolades to government agencies that have successfully implemented improvements and reforms (innovation) in good governance within the Public Service of Negara Brunei Darussalam. Meanwhile, plans are actively underway to develop a framework towards creating a sustainable innovation ecosystem within the Public Service, which, among others, will open wider avenues for Government agencies to bring about innovation and enhance improvements through innovative projects and programs.

• Sixthly, human resource capacity development programs
  focusing on structured, competency-based training, especially in leadership, service delivery, change management, and digital, are also prioritized. To ensure that the training provided is always in line with the actual needs of Government agencies, training programs result from the Learning Needs Analysis.

These efforts align with the Government's commitment to strengthen a quality, responsive, and people-centered Public Service administration system, towards realizing the goals of Brunei Vision 2035 to enhance the people's living standards.

That's all Kaola can share. Thank you.