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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.

Andy Tan - EPF CIO


The completion of a comprehensive ITSM project by Malaysia's national pension body Employees Provident Fund (EPF) means that EPF is the first government agency in Malaysia to be certified with ISO/IEC 20000: 2005 certification for its Information Technology - Service Management, achieved on 18 March 2011, which received a near 99 percent satisfaction rating from its staff.

EPF CIO Andy Tan talks with Computerworld Malaysia about the implementation of the ITSM (IT Service Management) project, as well as the organisation's future IT transformation plans.


Could you detail the challenges that the ITSM project was intended to help you overcome?

As EPF's vision is to be a world-class social security organisation providing the best retirement savings for Malaysians, the IT department must ensure its operations support the organisation's business needs and other requirements.

This includes the proposition that IT must also drive standardisation and consolidation of IT operations in order to deliver technical excellence. Therefore, challenges come from many fronts; Change, Compliance, Complexity, and Cost.


The key business issues facing IT department are:

1. Integrating and aligning IT and business goals

2. Acquiring and retaining the right resources and skill sets

3. Implementing continuous improvement

4. Measuring IT organisation effectiveness and efficiency

5. Reducing costs and the Total Cost of Ownership (TCO)

6. Demonstrating the business value of IT

7. Using IT to gain competitive advantage

8. Delivering the required, business justified IT services

9. Demonstrating appropriate IT Governance


To overcome the IT operational challenges and issues, the IT Department decided to improve the critical IT operations through implementing standardised best practices. As such we decided to embark on an Information Technology Infrastructure Library (ITIL) implementation project.

ITIL is an industry-recognised set of best practices for IT Service Management. IT Service Management integrates people, processes, technologies and information required to ensure the cost and quality of IT services are valued by the customer.

This project was mooted by the Strategic Planning & Architecture Section of the EPF IT Department in 2008, which was approved by the EPF board in April 2008. A business case was put up with the fund of RM1 million (US$) and tabled to the EPF Board for approval. The main project started in June 2008 and was completed March 2010, comprising eight phases.


The objectives that have been met are:

- Improve operational efficiency and standardisation of processes in the IT department

- Alignment of IT with EPF's business objectives

- Improve service to the end users, increase availability of the systems and free up support staff to work on new deployments.


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