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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.

IT staff must be made aware of their roles and responsibilities, understand the relationship between the function they are currently performing in relation to the ITIL process it represents. In order for them to realise the connection, they should have pervasive ITIL knowledge and information on the ITIL framework, data models, reports, and key performance indicators of each of the processes involved. They will then be able to translate the knowledge into a standard, well-defined process module and put them into practice. With the help of technology-enabled solution or customised tools, the consolidation of vast data is made possible and simplifies the IT operations for monitoring and maintenance purpose.

These 'must have' components are vital for companies to govern and implement IT service management in their organisation.


What are EPF's future IT transformational plans?

One of the pillars of best practices focuses on corporate governance, annual reporting, PR, communication, business re-engineering and quality movement. In the area of quality movement, EPF aspires to improve the quality of services and by implementing ITIL and benchmarking it with the best practice of ISO/IEC 20000-1:2005 standard.

As the IT management is a major contributor to EPF's operational and service efficiency, effective IT governance will support better business strategies for the management of EPF.

2010 saw various efforts put in to continuously enhance the ICT capabilities in order to sustain the business productivity, which included upgrading the capacity of servers and storage, to version upgrades for some operating system environments. Apart from keeping the lights on, EPF has also initiated improvements in the integration with third parties such as banks and other government institutions/agencies by standardising on the middleware for information exchange.

In 2011 EPF expects to have upgraded the infrastructure and improve the customer services and functionality of the myEPF Web portal. These enhancements to the e-services will improve the ease-of-use and user friendliness of the Web interface as compared to the current myEPF features. Member/user response times per transaction will also be improved as infrastructure upgrades are progressively implemented.

The next five years will be a new journey for EPF where the ICT Master Plan (2011-2015) will be the driver for all IT initiatives. The strategic focus will be on improving the ICT architecture, which will lead to an ongoing refresh IT infrastructure, utilising latest technology including cloud computing and virtualisation. With the initiatives planned for the next five years, ICT management will ensure operational excellence while leveraging the IT capability to improve the organisational productivity.

The ICT Master Plan (2011-2015) is in alignment with the EPF Corporate Strategic Plan, and will support the EPF vision "To be A World-Class Social Security Organization Providing The Best Retirement Savings For Malaysians."



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