modernising public services : lhdnm

2016 - Synergy Beyond Boundaries

MODERNISING PUBLIC SERVICES : LHDNM

PLENARY SESSION ON MODERNISING PUBLIC SERVICES : A CASE STUDY OF LHDNM

By

Noraini Binti Mustafa10 August 2016

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AGENDA

▪ IRBM role, functions, vision and mission

▪ Transforming And Strengthening The System

▪ Current Challenges

▪ Strategies to enhance public service delivery

▪ Awards and Recognition

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GOVERNMENT

TAXPAYERS COMPLIANCE PROGRAMMES

VOLUNTARY COMPLIANCE RM (Tax Paid)

GOVERNMENT’sFRAMEWORK

RM(Collection)

NATION’sDEVELOPMENT

TOGETHERBUILD

THENATION

BE WITH US

… OTHERWISE …

WE WILL ROCK YOU

ROLE & FUNCTIONS

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KEY COMPONENTS

IDEALOGY1Malaysia , People First, Performance

Now

Voluntary ComplianceTax System As An Asset

To The Community

VISION High Developed Income NationA Leading Tax Administrator That

Contributes To Nation Building

DRIVER ETP, GTP, RTC, PTP KPI

VEHICLE DTN, NEM, RMK LHDNM Corporate Plan

CYCLICAL PROCESS Annual BudgetTargeted Annual Tax Collection

KPI Ecosystem

SUCCESSASSURANCE(PIT STOP)

GDP

Annually

Annual ThemeHari Hasil

Innovation DayPPP / MPA

MonthlyCreative Scowcase

MPIB

MOVING ALONG THE NATION (MAN)

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MODERNISING PUBLIC SERVICES : LHDNMSTRATEGIC DIRECTION : VISION

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MODERNISING PUBLIC SERVICES : LHDNMSTRATEGIC DIRECTION : MISSION

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Leading and Managing

Change

Breaking Barriers and

Hitting New Highs

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• Synergy Beyond Boundaries

• Sinergi Merentasi Sempadan2016

• Breaking Barriers, Hitting New Highs

• Melepasi Halangan, Mencapai Kemuncak Tertinggi2015

• Managing Tax Ecosystem For Sustainable Growth

• Mengurus Ekosistem Percukaian Untuk Pertumbuhan Mampan2014

• Leading And Managing Change

• Mengurus Dan Menerajui Perubahan2013

• Exploring The Blue Ocean Strategy - 3 Digit Tax Collection Zone

• Bersama Menerokai Lautan Biru Zon Kutipan Cukai 3 Digit2012

• Charting Transformation

• Melakar Transformasi2011

THEME

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REVENUE COLLECTOR

POLITICAL / TECHNOLOGICAL /

ECONOMICAL / SOCIAL / LEGAL

CHALLENGES

INCREASE REVENUE

COLLECTION

INCREASE VOLUNTARY COMPLIANCE

SOUND AND FRIENDLY TAX

POLICY

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IRB

MP

OL

ICY

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Tax System

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Re-Designing Application Systems

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TAXPAYERS IRBM

SERVICE DELIVERY

DEMAND MANAGEMENT

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MODERNISING PUBLIC SERVICES : LHDNMService Delivery Demand Management

In PersonCounter Services

CCO

One Stop

Walk In

Portal/Kiosk (Anywhere)

By Phone

Call Centre

In Bound

Out Bound

Enquiry

By Letter/Fax/Email

Client Charters

Acknowledgement Letter

How Long To Process

Website Internet

SOLUTION

• Timely• Accurate

SOLUTION

SOLUTION

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MODERNISING PUBLIC SERVICES : LHDNMService Delivery Demand Management

In PersonCounter Services

CCO

One Stop

Walk In

Portal/Kiosk (Anywhere)

By Phone

Call Centre

In Bound

Out Bound

Enquiry

By Letter/Fax/Email

Client Charters

Acknowledgement Letter

How Long To Process

Website Internet

SOLUTION

• Timely• Accurate

SOLUTION

SOLUTION

ONESTOP

COUNTER

Customer Care Officer

FAST LANE

QMS

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e-Services

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MODERNISING PUBLIC SERVICES : LHDNMService Delivery System - online

Pre-Filled Tax

Returns

Runner System

(SPEDOS)

Client To Host App

(e-Bas)

[email protected]

ezHASiL Other Online Services

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http://www.hasil.gov.my/esurvey/index.php

http://www.hasil.gov.my/esurvey/index.php

https://mfiling.hasil.gov.my/

https://mfiling.hasil.gov.my/



E-FILING PERFORMANCE

e-FILING USER STATISTICAL FIGURE

2014Mandatory e-filing

for companies

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Anugerah Inovasi Perdana Menteri

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Menjalankan

Tugas Secara

Profesional

Dan

Berintegriti

Memberikan

Perkhidmatan

Terbaik Kepada

Pelanggan

Memastikan

Pematuhan

Cukai Secara

Sukarela

Meningkatkan

Imej Lembaga

Hasil Dalam

Negeri Malaysia

Bahawa Kami

Pegawai Lembaga Hasil Dalam Negeri Malaysia

Berikrar

Memartabatkan

Prinsip Rukun

Negara

100 Hari CEO

1 Mac ~ Hari Hasil

1 November ~ Innovation Day

Rebranding of Corporate Identity

IRBM New Pledge

IRBM New Corporate Song

Al Fatihah Recital

Security Order

Firming the Strategic Plan

Hasil Orchestra

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CORPORATE GOVERNANCE

HUMAN GOVERNANCE

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CORNERSTONE

OF

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Business Transformation

is all about factoring human in the

transformation process

~ MSM 2013 ~

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‘Human represents the corporation. Hence, if we want to change corporations – we must change human behaviour’

BUT‘ Human behaviour is not easily changeable. Thus,

to achieve a real transformation, we have to change THE MOTIVATION that drive behaviour ’

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In order to win the WAR, the first step should be to WIN the heart of your soldiers

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CULTUREROADMAP

DRIVER : ATTITUDE VEHICLE : LEADERSHIP

BUILDING THE

RIGHT CULTURE

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Succession Planning

Talent Development Program

Think Tank Groups

Cooperation with Higher Learning Institutions

• CEO Incubator Program

• Attachment & Cross Fertilization

• Temporary International Placement (TRIP)

• Senior Leadership Program

• Masters and PhD holders

• Post graduate Programs

People Development

Flexi Working Hours Dress Etiquette CSR Programs

Creative Showcase

Innovation Day

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MONTHLY ASSEMBLY

Directive

MONTHLY ASSEMBLY

Stereotype

( Mundane )

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PROGRAM KREATIVITI MINDA

(CREATIVE MINDS PROGRAMME)

Empowerment

PKM

Trust

Opportunity

Engagement

TeamworkEsprit de

Hasil

Involvement

Creative & Innovative

Productivity

Feel Good @ Work

Great Work Place

➢ Awareness

➢ Acceptance

Sharing

KM

K/K

IKC

on

cep

t

Sense of Belonging

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BEFORE AFTER

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CREATIVE SHOWCASE

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EFFECTIVENESS CREATIVE MINDS PROGRAM

97% 96% 97%

3% 4% 3%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Productivity Increase WorkQuality

Hasilian Moral

.

YES

NO

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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

YA TIDAK YA TIDAK YA TIDAK YA TIDAK

SEMANGAT KERJABERPASUKAN

ERATKAN HUBUNGAN TINGKATKANKREATIVITI

RAJIN, TEPATI MASA &BERDISIPLIN

98%

2%

93%

7%

100%

93%

7%

BENEFITS CREATIVE MINDS PROGRAM



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MODERNISING PUBLIC SERVICES : LHDNMLeadership-Driven Transformation

at Malaysia’s Inland Revenue Board

Insights from the

Collaborative Research Project:

Knowledge

management

People management

Leadership

Leaders’ sources of

power

Knowledge management

capacity

Innovation-centric HRM

practices

Research Concepts

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Diagrammatic Frameworkof the LHDNM Success Story

Contributing

Factors

Innovation-

Centric HRM

Practices

Management

Initiatives

Leadership

Power Bases

Employee

Behaviors

Knowledge

Management

Capacity

Knowledge

Acquisition

Knowledge

Sharing

Knowledge

Application

REVENUE

COLLECTION

Organizational-

Level

Performance

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MINISTRY OF FINANCE STRUCTURE

MENTERI KEWANGAN

MENTERI KEWANGAN 2

TIMBALAN MENTERI KEWANGAN 1 & 2

KETUA SETIAUSAHA KEMENTERIAN

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Encik Fadzli Bin Abdul Wahit

Consultant

Tan Sri Dr. Mohd Irwan Serigar Bin Abdullah

Ketua Setiausaha Perbendaharaan Malaysia

Kol. (K) Tan Sri Datuk Wira Dr. Hj. Mohd Shukor

Bin Hj. Mahfar

Ketua Pegawai Eksekutif / Ketua Pengarah Hasil

Dalam Negeri

Lembaga Hasil Dalam Negeri Malaysia

Tan Sri Mohamad Zabidi Bin Zainal

Ketua Pengarah

Jabatan Perkhidmatan Awam Malaysia

Dato’ Che Pee Bin Samsudin

Akauntan Negara Malaysia

Jabatan Akauntan Negera Malaysia

Tan Sri Datuk Rashpal Singh a/l

Jeswant Singh

Consultant

Puan Khodijah Binti Abdullah

Setiausaha Bahagian Cukai

Kementerian Kewangan

Datuk Hj. Md Afendi Bin

Datuk Hj. Hamdan

Consultant

Datuk Dzulkifli bin Ahmad

Pengarah Pasukan Penguatkuasa Pemulihan

Hasil (NRRET)

Jabatan Peguam Negara

BOARD MEMBERS

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YBhg. Tan Sri Datuk Wira Dr. Hj. Mohd Shukor bin Hj. Mahfar

Ketua Pegawai Eksekutif / Ketua Pengarah Hasil Dalam Negeri,

Lembaga Hasil Dalam Negeri Malaysia

YBhg. Datuk Mohd Nizom bin Sairi

Timbalan Ketua Pegawai Eksekutif

(Pengurusan)

YBhg. Datuk Sabin bin Samitah


(Operasi Percukaian)

YBhg. Dato’ Abd Aziz bin Hashim


(Pematuhan)

Puan Noor Azian binti Abdul Hamid


(Dasar)

LHDNM TOP MANAGEMENT

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MODERNISING PUBLIC SERVICES : LHDNMTADAT -Performance Outcome Areas (POA)

Benchmarking

The tax administration is transparent in the conduct of its activities and accountable to the

government and the community.

Tax administration operations are efficient and effective in performing key

functions and achieving expected outcomes.

All businesses, individuals, and other entities that are required to register are included in a taxpayer registration database. Information

held in the database is complete and accurate.

The tax administration’s management of compliance risks results in higher levels of voluntary compliance and community

confidence in the tax administration.

Taxpayers have the necessary information and support to voluntarily

comply at a reasonable cost to themselves.

Taxpayers file returns on time.

Taxpayers pay their taxes in full on time.

Taxpayers report complete and accurate information in their tax

returns.

The tax dispute resolution process is independent,

accessible to taxpayers, and effective in resolving disputed

matters in a timely manner.

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AWARDS & RECOGNITION 2016

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modernising public services : lhdnm

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