Answer for Oral Question PL270 & PL313

QUESTIONS

Yang Berhormat Pehin Orang Kaya Indera Pahlawan Dato Seri Setia Awang Haji Suyoi bin Haji Osman

YANG BERHORMAT PEHIN ORANG KAYA INDERA PAHLAWAN DATO SERI SETIA HAJI AWANG SUYOI BIN HAJI OSMAN requested MENTERI DI JABATAN PERDANA MENTERI to state which public services are of utmost importance for the successful achievement of Wawasan 2035. What new approaches are being or will be adopted to ensure that the public service is able to act as an ‘enabler’ towards the achievement of Wawasan 2035?

Yang Berhormat Awang Haji Md. Salleh bin Haji Othman

YANG BERHORMAT AWANG HAJI MOHD. SALLEH BIN HAJI OTHMAN requested MENTERI DI JABATAN PERDANA MENTERI to state the action plans and key targets established by the Government to transform the public service into one that is more efficient, responsive, innovative and competitive by the time of Wawasan Brunei 2035, as well as how the success of these initiatives will be measured through clear key performance indicators (KPIs).

ANSWERS

Yang Berhormat Menteri di Jabatan Perdana Menteri

Public Service Transformation plays an important role as an enabler or facilitator towards the achievement of Wawasan Brunei 2035. Therefore, reform efforts in the Public Service are not only focused on improving organisational efficiency, but also on the extent to which policies, processes and service delivery create an impact on the public, society and the business community.

For information, under each goal of Wawasan Brunei 2035, there are several priorities associated with the role of the public service in jointly supporting the achievement of these goals, particularly through the targets established under their respective blueprints. In this regard, I would like to briefly explain these role priorities based on several aspects.

From the Social perspective, particularly in the context of service delivery to the community, the Government continues to emphasise a more responsive approach that focuses on the needs of the public (people-centred). To this end, the methods used include monitoring the Tekad Pemedulian Orang Ramai (TPOR), which is also supported by the Sistem Pengendalian Aduan Orang Ramai and PEMEDULIAN. At the same time, the Government continues to strengthen engagement and cooperation between the public and Government organisations through the Regular Public Engagement (RPE) approach.

For the 2025/2026 Financial Year, the overall customer satisfaction level through PEMEDULIAN, an online government system, recorded an achievement of 84.2%, exceeding the KPI target of 84.0%.

From the Economic perspective, the Public Service will continue to play the role of a facilitator by providing more business-friendly Government services. Efforts to streamline processes through Transformasi Sistem Kerja (TSK) and Business Process Improvement (BPI) continue to be strengthened to reduce unnecessary processes and improve service delivery efficiency. The use of new technologies, including artificial intelligence (AI), will also continue to be explored where appropriate, in order to enhance efficiency and provide more responsive service delivery.

In related matters, emphasis on performance and innovation in the public service also continues to be prioritised. To this end, the Program Penggredan Prestasi Sektor Awam (3PSA) continues to be used to assess organisational performance and identify areas for improvement. One of MSD’s KPIs is for at least three (3) agencies per year to achieve a rating of three stars and above, and for the 2024/2025 Financial Year, four (4) agencies achieved this level. The cultivation of innovation is also encouraged through the Anugerah Inovasi Perdana (AIP), which recorded 33 project paper submissions in 2026 compared with 12 in the previous year, the highest participation since AIP was introduced.

Thus, the success of Public Service transformation will be assessed based on its outcomes and impact on the public, society and the national economy. The Government also recognises that this is an ongoing process and that there remains considerable room to be addressed in order to streamline and further improve the effectiveness of Public Service delivery from time to time.