Attempt to measure civil performance is not new in Malaysia. They have the annual performance evaluation to measure where the employee stand in terms of productivity, creativity, initiative etc. It is no different from the private sector. It is reported today that the govt want to introduce KPI as an added tool to separate the performers from the non performers. It is definitely a good measure if they could identify the various outputs/services as target for each employee. It is a difficult task because it is not just about quantity, which in itself in the service sector is not a tangible measure, but also about looking at customer satisfaction. How do we obtained the indicator of customer satisfaction? Perhaps from surveys or complaints submitted!
The proposed measure require a radical change in the employment terms of civil servants. Top management could perhaps be recruited from the private sector on contract basis, that should include engineers in JKR, IT staff in various dept., and various categories of civil servants in the local authorities. Without this changes KPI will just add to the workload.
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