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Malaysian EPF's IT project achieves 99 percent satisfaction level

AvantiKumar | Nov. 8, 2011
Malaysia's Employees Provident Fund completed a comprehensive ITSM upgrade, which as well as recording almost 99 percent satisfaction levels from its staff, also becomes the first government agency in the country to achieve ISO/IEC certification in IT service management.


Could you detail the business benefits achieved so far from this project?

EPF is the first government agency in Malaysia to be certified with ISO/IEC 20000: 2005 certification for its Information Technology - Service Management on 18 March 2011. The certification is in recognition for the maintenance and management of the Provident Fund System, Integrated Financial And Management System, myEPF (Web Portal), Exchange e-mail & Sharepoint portal and Human Resource Management System.

The certificate was issued by SIRIM QAS, a well-known certification body in Malaysia, which is also registered with the IT Service Management Forum (itSMF).

Additionally, the Customer Satisfaction Survey, which was conducted in November 2010, the Service category scored 98.91 percent satisfaction among the EPF employees nationwide. The questionnaire in the Service category measures user satisfaction in terms of Service Desk function and service request support, which is directly related to this project.

EPF is also the among the first government agencies to achieve ISO 27001:2005 certification for Security Management, obtained in October 2007. Since then, EPF has regularly been invited by other organisations to share our real life implementation experiences as well as its experience with the ISO certification process. The implementation of ITSM has promoted further improvements in the security policies and processes. A security gap analysis has identified specific security control gaps and established an implementation roadmap to ensure that IT Security is practised in a manner that is well-defined and is coordinated with other functions.



Please compare and contrast the workflow before and after the ITIL project.

The IT department has effectively implemented the core processes of ITIL (information technology infrastructure library) V3 Best Practice. This included the re-design of previous IT operations processes and development of new processes to support improvements in the effectiveness and customer satisfaction of IT functions.

Implementation of the processes included the development of KPIs (key performance indicators) and regular reporting against each of the processes The KPIs are unique to measure each process performance on the value being achieved. It is reported monthly in the IT department meetings with the participants of key IT stakeholders.

Apart from that, 32 sets of SLAs (service level agreements) were developed and signed as a mutual understanding on the agreed service commitment by IT to other business users. The SLA achievements are being reported in monthly meeting with other head of departments in EPF chaired by the deputy chief executive officer (operations).

Another forum to report on the service issues and concerns were also being conducted on a quarterly basis via LOB (line of business) meeting. The process performance, service issues and concerns discussed were indicative of users' satisfaction with the process execution and results. The documented SLAs were also being reviewed annually with the engagement of all users departments.


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