Hardest in Reform Efforts is the change of mindset

Changing the mindset is the most difficult task in reform, but necessary if the country wants to move out of its mediocre mindset

While we can fully understand that it takes time to reform this present government, the onus is on each minister, not to mention the Opposition, too have a part to play as well.

If this country’s civil servants continue to do business as usual (BAU) and what’s worse is the Ministers concerned have been wshispaered to either by email or via WhatsApp either to themselves or their political secretaries, yet nothing is done, it is unfair to then blame the lack of reform on just Prime Minister Anwar Ibrahim for everything sundry.

For example, a longstanding issue faced by people who apply to the Social Welfare Department can be summarised with just one word: REJECTION. 

Changing mindsets is the most difficult task and if there is obvious misconduct or malfeasance by the department’s staff, the axe may have to be wielded; otherwise no amount of counseling will work, much as we would like the staff to change. What’s worse is when they are ringleaders, who are out there to attempt a sabotage. 

I have also written about two JKR senior engineers in Cameron Highlands and Tapah, as well as about Litrak, and written to the Minister of Works himself, Alexander Nantha Linggi, yet till today, I do not know what is the outcome. All I see is the second RFID continues to be hidden from sight while in some toll plaza, for example, NKVE Subang toll plaza, four RFID lanes are prominently displayed in huge signboards. 

The idea that the government implemented the RFID is to allow us to enjoy a seamless passage through the toll plaza, without having to wind down our windows, but Litrak appears to be adamant despite my email to the Malaysian Highway Authority (LLM), with a copy also sent to Anwar, Fadillah and Alexander. 

I had to go a long way just to find out what is the difference between the Touch and Go card and RFID and I am uncertain whether the information I have obtained through Gemini is accurate or not, but as I understand it also from people who are in the know, Touch N Go cards are owned by CIMB, while RFID is owned by a few Partners, including ANT Group, belonging to the Alibaba Group.  

While I can understand that CIMB is owned by Nazir Razak, former prime minister Najib Razak, what I cannot accept is I am paying RM35 just for a RFID sticker only to find myself queuing behind a line of sometimes up to 8-9 cars, and having to reverse my car to allow the front car to reverse and move to the next lane. Someone claimed that this is designed to discourage people from using the RFID. 

Malaysians have to accept the fact that while the policies are good, the implementation of many of these policies have made these good technologies fail to deliver what it promises. Often, the implementation is left to the Little Napoleons. For example, while NKVE Subang has four RFID lanes, how can Sri Damansara LDP toll plaza can only have two RFID lanes, and the second one “hidden” on the second lane to the left? 

Meanwhile, there are at least 12 TNG lanes using TNG cards. What is the reason for this, makes one wonder if there is vested interest, or an attempt to discourage people to use RFID. 

But one question needs to be asked is: Is there a monopoly by TNG card owners? And why when the enhanced TNG cards were first launched, they were not easily available and sold through some individuals for RM20 a card? These cards are unlikely to cost more than RM5 a card when they are produced in bulk. 

The government, in particular, the Ministry of Domestic Trade and Cost of Living has to take serious consideration about the monopoly by some possible cartels, and stop the monopoly business game, whether in e-payment systems, or toll collection. For example, why did I have to pay the TNG Enhanced card for RM20 and it is not available freely in the market, when today it is available for only RM10? And why the RFID sticker is sold at RM35 when the cost, as far as I know, does not exceed RM5 when it was first launched? It is likely to be the same technology used for stickers used by condo management to allow access into its parking lots by vehicles with the stickers.  

These days, some shopping malls have started issuing their privileged cards which can be used to pay for parking. These cards have become a convenient source of cash that can be used to roll, while consumers end up having a whole stack of cards. Each card would have at minimum of RM10 balance, and when you do not utilise it, or if you passed on, and your children may not even know that you have the card hidden somewhere in the car, the balance of the money is probably gone by the time the card expires. If your bank account is inactive, the money goes into a pool of funds kept by Bank Negara, but is BNM imposing the same for all these card operators? 

It is good that in recent years, the government has broadened the toll payment; and since nowadays it is possible to use credit cards, I prefer to use it than using the TNG card, so that i do not contribute to the creation of business monopolies. If Boost can be used, I would choose to use Boost e-wallet than TNG e-wallet to pay for the food. Thanks to Bank Negara, now it is even possible for us to pay using our QR code scanner on our bank apps. 

I would, however, like to see this government implementing the gantry for toll collection just the way how it is done in countries like Japan and even down south Singapore since 20 years ago. Each time, my freind’s car passes by under the gantry, his phone would beep, indicating the money has been deducted for payment of toll or for some other fees Singaporeans have to pay when entering into the city centre. 

To be fair to all the ministers highlighted in my blog, I would go on to another example, where the implementation of a good project like MyKiosks may ultimately be a flop if it is not implemented well at the local government level. People will only say that its minister, Nga Kor Ming has failed in this project of his, because in management terms, one can only delegate the task, but the responsibility remains with the minister. If the local authorities fail to implement the project successfully, it is the failure of the Minister of Housing & Local Govenrment to monitor the implemtation of the RM150 million project. I hope the minster takes heed and salvage the project before these kiosks rust and rot, without achieving its intended purpose. 

It is very important, whether in a government agency or a ministry, the head must take the lead and set the direction, and if the staff fail to comply, actions should follow. Deputy Prime Minister Datuk Seri Fadillah Yusof has set a very good example, when he said: “ My instructions are clear to all the agencies under me.  Proactive and progressive.” Important thing is the change of mindset and work culture must continue on, even when he is no longer the head of a particular ministry; or else, the reform is just short term. Civil servants must know that this government is here to stay; otherwise, they will behave as though the present government is only temporary Ringleaders will try to sabotage government policies and cause good initiatives to fail miserably. Only when these ringleaders are removed, will we see the real impact of Anwar’s policy of caring for the welfare of the civil servants ensuring their salaries are not stagnant over the past 15 years. An annual increment of 6-8 percent without the necesarry adustments will not do for any employees, whether in the public or private sector.