In this chapter we examine the Code of
Ethics for Government servants. As we do not have an English version of the
book 'Panduan Perkhidmatan Cemerlang', we have made an attempt to translate it
into English. In English the title means 'Guide to Excellent Service'.
Panduan Perkhidmatan Cemerlang' was first
published in 1979 by Jabatan Perdana Menteri Malaysia and printed at the
Government Press by Ibrahim bin Johari, P.I.S., Director General of Printing,
Kuala Lumpur.
We request users of this book by us also
to read the original — in case we have missed out some points or misinterpreted
some points.
INTRODUCTION
A series of important events occuring
after independence — such as the May 13th, 1969 incident - led to the
formulation of Rukunegara as the national ideology of the country, the
formulation and implementation(of the New Economic Policy. This requires that
all government servants review thp role they are to play in the development of
the country. Nevertheless, the period after the May 13th incident saw the
beginning of a new era in the history of Malaysia when there was a general
awakening, which was later to play an important role in shaping all policies
and programmes for the development of the country.
Rukunegara and the New Economic Policy
have given the right direction to the development of politics, social and
economic aspects. Both Rukunegara and NEP, which have been collectively agreed
upon by all racial groups, form the base of the Malaysian society. The society
which is to be evolved is a society which is firmly united, and mutually
understanding, obedient and loyal, averted from poverty and oppression, possessing
high morals, and having a national culture and a national language.
All these hopes and aspirations can be
achieved by restructuring the society in such a way that eventually racial
differences resulting from economic dominance and ownership of wealth can be
eradicated. This is indeed a formidable challange, particularly the govenments
who will be responsible for carrying out and implementing the collectively
agreed policies. Are we government servants ready to accept the responsibility
to provide and give honest, efficient and effective service to the public?
The publication of this book Guide to
Excellent Service' is intended to give guidance as to how honest, efficient and
effective service can be achieved and improved upon from time to time. This
book must be read with care, properly understood and thought over. What is most
important is that all suggestions and reminders found in this book must be put
into practice.
Mankind obviously has intentions of doing
good. What normally encourages them to do bad is bad example set, lust for
greediness, an attitude of self-importance and a weak character. Professional
and other types of training to improve the quality of work is not sufficient
for a person to become a good government servant, if the skill and efficiency
acquired by him are put to use for achieving selfish intentions. Hence, he
needs to be given moral and spiritual education, in addition to professional
and other training.
' It is not possible to achieve benefits
from any task by having merely thoughts, ideas and day-dreaming. Benefit can
only be achieved by performing the task according to the regulations and
discipline in force. It needs to emphasise that any benefit can only
materialise with action that is orientated towards discipline. Discipline does
not necessarily mean that restrictions are placed on all actions. Discipline
which is meant in this context is spiritual discipline, i.e. self-discipline.
Although there is no better judge than the person himself; any person who
commits a mistake and feels safe because it has not been detected or seen by
others, on the other hand, will realise on his own accord his immoral action
and reflect his shallow character. Such an action can be assured to be an act
of sabotage or an abuse of the confidence entrusted in him by the public and
the nation. Man created by God is prone to carelessness. He is often careless and
always makes mistakes and as such he needs to be given attention and guidance.
However, carelessness should not be an excuse for performing bad job or
carrying out tasks with bad intentions. On the other hand, guidance only
determines the direction and not on its own achieves its objective. In the
process of achieving the aims and objectives of the nation, it is the
responsibility of every government servant to observe the rules and regulations
that govern the performance of their service.
Every government servant, no matter at
what level, is entrusted with a task by the Government elected by the people.
As such, it is his responsibility to perform that task with honesty and
perfectness and thus uphold the trust that has been placed on him. Each
government servant must feel proud that he has been chosen to serve the country
from thousands of others who are also striving to get the same job.
Although each government servant is a
chosen person, qualified and trusted but in carrying out his duties he often
comes up against situations or temptations which lure him to put into effect
matters which are not beneficial and result in losses to the public. In this
sort of situation he must be given guidance and attention. Guidance and
encouragement can spur a person to give excellent service. This book is named
‘Guide to Excellent Service' because it gives guidance, attention and
encouragement which are required for achieving an excellent level of service.
The Seven Principles or Rules of Service which are the measure of 'excellent
service' are compulsory to be followed by all government servants.
It is this truth which must be realised
and remembered by every government servant. As a chosen person because of his
qualifications, not only he is given the trust to perform his duties but is
paid an adequate remuneration and an opportunity to serve and do his duty. A
person who is strong mentally will certainly not abuse the confidence or trust
that has been placed on him. •
As has been stated earlier, our aims are
clear i.e. to form or create a society which is united, dynamic and
progressive, which is for the benefit of the country — a society based on
Rukunegara and NEP, a just and prosperous society and noble and considerate.
These sincere aspirations can only be achieved with the cooperation of the
whole society. On the side of the government servants the battle is in the
direction towards the achievement of these aspirations by various level of
government servants, from the lowest to the highest level, with the present
administrative system.
If this book is received in the right
spirit as stated, then surely it will be beneficial to all the staff of the
civil service, irrespective of at what level they are. It is obvious that this
book is directed towards all government staff — not only for reading and
keeping but putting into practice.
It is the duty of all of us to serve with
honesty and integrity, efficiently and effectively — all these based on the
slogan (theme) "Serve the Country".
Tan Sri Abdullah bin Mohd Salleh,
Chief Secretary to the Government.
I. OBJECTIVES
The objectives of the book 'Guide to
Excellent S^vice' are:
1.To improve the quality of service from
fime to time.
2.To perpetuate and nurture the trust
which has been given to carry out the duties with which he has been entrusted.
3.To cultivate joint responsibility in the
civil service.
4.To create a healthy and efficient
atmostphere in the service.
5.To tighten relations between all groups
of government staff.
6.To establish attitudes and the
responsibility of government staff in conforming with the spirit of Rukunegara.
1.To make up one's mind to improve the
quality of service.
2.To work with full responsibility.
3.Strive to eradicate the attitude of
self-importance.
4.Serve with goodwill and in a friendly
manner.
5.Working towards promoting the thinking
of citizens and the development of the country.
6.Cooperation in combating the weakness
and enemies of the nation.
7.To hold firm towards religious
teachings.
III: EXPLANATION THEME:
"SERVE THE COUNTRY"
Government service appears to be a part of
the basic duties of a citizen towards the nation. This means that at least a
certain group of citizens must be involved in government service. As a result,
anyone who has been entrusted with carrying out of these responsibilities in
government jobs must understand clearly all the desired policies and objectives
of the government. Besides this each government servant is required to carry
out his duties to help and ensure the success of the desires, policies and
objectives with initiative and responsibility.
To accept the responsibility to serve the
nation must be accompanied with the spirit of integrity, willingness and
loyalty towards the nation. Integrity represents a heart free from malice or
deceit, willingness represents freedom to choose government service without
being forced by someone and loyalty represents a strong will or determination
together with the intention that is undivided to be devoted towards the nation.
The attributes of integrity, willingness
and loyalty in carrying out his task to serve which have been fixed will become
the milestone for the progress and development of the country.
The Malaysian nation requires government
servants who are ready to be devoted towards the nation. Any form of service
which gives benefits to the other parties which oppose the policies of the
nation can be regarded as a deviation. This will certainly binder the
achievement of stability in the country and can be regarded as an act of
sabotage.
Serve the Country is a sincere duty of
which we should be proud of or cherish.
"To make up one's mind to improve the quality of service".
It is the responsibility of each worker to
improve his quality of service by improving his skills through special
training, reading, discussion amongst each other regarding various aspects of
work, and other ways. The desire of a worker to overcome his weaknesses without
being told to do so by his boss is an attitude which deserves the highest form
of praise.
An efficient worker knows his job well. He
possesses the necessary skills to carry out his work. He also has the right
attitude in carrying out his job. When all the members of an organisation have
all the three requirements as mentioned earlier, there is a strong possibility
that the organisation will achieve excellent level of quality service.
Therefore, it is important for a worker to be fully dedicated towards improving
his quality of service. Indirectly the quality of civil service will generally
be raised further.
A particular worker naturally can help in
raising the quality of service of his department with positive action. A
particular worker, no matter at what level, can generate or formulate ideas to
overcome the problems faced by the department. He must have the mind to think
of new ways or methods which are better for performing a certain task. What
must be kept in mind is that there are a number of ways of overcoming a problem
and there is always a better way or method than the present one.
A particular worker must cultivate an
innovative attitude with the aim of raising the quality of his service and that
of his department. This innovative quality is not necessarily found in a group
of workers at a higher level of authority. It must merge slowly with all the
groups of workers in a particular department. When there is this innovative
attitude there will emerge new ideas which can be used to improve the quality
of civil service.
Innovations in the methods or ways of
carrying out a job and the system of work can be thought or pondered upon by
all groups of workers in a particular orgnaisation. The issue of modernising
the administration in various ways can also be accomplished collectively.
When there are efforts being made by all
groups of workers in these aspects, then there is a strong possibility that the
quality of service can be raised. Directly a particular department can give
more efficient and effective service to the country. As a result each worker
must be dedicated in finding ways and means to raise the quality of his
own.service and the service of his organisation.
PRINCIPLE OF SERVICE II
"To work with full
responsibility"
Every government servant on employment is
given a letter of appointment which states his pay scale and conditions of
service. This is a contract binding the employee with the Government of
Malaysia as the employer. It is clear that many of the clauses and references
to the General Orders and rules and regulations are designed to give guidance
as to what a government servant can or cannot do in the process of performing
his duty at a particular post.
The responsibility, in other words, to
carry out the tasks of the department in a particular organisation is given to
a worker when he reports to the head of the organisation. A duty list is
normally given to a worker to show roughly his daily duties which must be
performed.
This responsibility can be carried out in
different ways and attitudes. A particular worker can possibly utilize his
office by performing his task or duties at the minimal level. Another worker
will carry out his responsibility with full dedication and with the attitude
that he wants to contribute more of his energy, so that he can not only carry
out the tasks with which he has been entrusted as laid down in the duty list,
but also is willing to work harder for the betterment of his organisation.
These are just two ways as to how a worker
can face up to his responsibilities.
There are other possibilities. If two
workers carry out the same responsibility in a particular organisation, for
example two clerks, then it is certain that their performance can be shown
differently with respect to one another. Also their productivity will be
different but they are paid the same wage. Due to the fact that all workers are
paid wages by the Government using public money (by raising taxes), the public
will not be happy if government servants do not discharge their
responsibilities efficiently and effectively.
A person who is fully dedicated to his
responsibility will feel guilty and unhappy if he does the minimum workload. He
will strive hard to complete all his work and solve all the problems, even if
it amounts to working after office hours. Such a dedicated person is always
careful not to waste any useful time and works hard to fulfill all his
promises. A person who has the attitude of full dedication will always take the
initiative to discuss any problem that may exist and try to solve it. He will
not wait for orders or directives from above. He will use his initiative and
resourcefulness to find solutions or alternatives so that a particular decision
can be made speedily and fairly.
All these qualities should be found in all
government servants, irrespective of the position they hold, i.e. it does not
matter whether he is a driver, office-boy, secretary or the head of the
organisation. At each level of position there are specific duties and
responsibilities that need to be attended to.
The many problems that may face an
organisation must be settled quickly and efficiently so as to give the best
possible service to the public. The government will not wish to see problems
not being attended to or settled in a just and fair manner. Hence, each
government servant must face his daily task with full dedication and
responsibility so that the organisation for which he works is able to report
high performance in providing efficient and effective service to the public and
the country. In short, he must realise that if a particular task is not
responsibly discharged, this will reflect badly on the image of the country.
Therefore, it is important that the principle of working with full
responsibility must be adhered to by all government servants at all the levels.
PRINCIPLE OF SERVICE III
"Strive to eradicate (overcome) the
attitude of self-importance"
A high level of interest to serve with
honesty is one of the main attributes (qualities) of each government servant.
Honesty is embodied in the attitudes and actions which are in line with the
aspirations and ambitions of the country and the public. Each government
servant is required to demonstrate qualities of leadership leading the society
towards greater progress, not using his position to derive benefits for
himself. Proud and arrogant qualities must be totally given up and replaced
with modest, respectful and considerate feeling or impression.
Each government employee has his specific
responsibilities and power or authority. A major portion of the responsibility
and authority is related to financial affairs, whether
directly in carrying out his daily tasks or indirectly in carrying out his
other duties. The authority and money represent big trusts which have been
entrusted upon responsible officials and must be utilised with great care and
fairness. As a result every government servant must be fully responsible for
all the power or authority exercised by him and also for every cent spent. He
should not use his position as a government servant to achieve his own selfish
desires and ambition. Any government servant who abuses his authority for his
own ends is deviating from his responsibility.
All government servants should realise
that they are civil servants and are paid wages from public sources. Hence, it
is the main responsibility of all government servants to provide service
wholeheartedly to the public and the country, bearing in mind the slogan 'Serve
the Country'.
PRINCIPLE OF SERVICE IV
"To serve with goodwill and in a
friendly manner".
The smoothness and harmony in our daily
lives depend to a large extent the manner in which we are treated by government
servants in the performance of their duties.
Malaysia is a multiracial country composed
of people of different origins, culture, religion, language and habits. The
government servants must accept this reality and in the performance of their
duties they mus^ demonstrate a versatile, flexible and accomodating behaviour
towards the multi-racial public. Difficulties will arise if a government
servant does not take into consideration the plural nature of our society. Control
of feelings and tolerance in dealing with the public are important in^ensuring
harmony in society. Unfriendly and intolerant behaviour on the part of
government servants in the performance of their duties will not be in the
interest of the public and the country, and is also not likely to be conducive
for development.
An atmosphere of goodwill and friendliness
amongst government servants should not be restricted to times only when
carrying out official duties. On the other hand, it must be a quality demonstrated
to society all the time so that it will be a good example to set and follow and
will be of benefit to society as a whole.
Nearly all officers in this country are
visited by people either to make enquiries or conduct official affairs. There
are nearly half the offices whose main function is to entertain all types of
requests or demands by people for service. Human beings with very diverse
characteristics are dealt with by government servants in the performance of
their duties. Under such circumstances, the basic qualities of patience,
consideration, sympathy, courage in meeting challenges, friendly and smiling
and an understanding of the feelings of other people who want to be attended to
promptly, are essential qualities that must be cultivated and put to practice
by all government servants. ,
Government servants should give a warm and
fitting or appropriate reception to those who come to them for assistance, not
taking into account their rank, status or position. Government servants must
respond to people who come to see them courteously by saying "Can I help
you, sir?" A hostile and unfriendly attitude towards the public will not
be mutually beneficial. It is easy to make people dislike you, but if you
geniunely try to help someone it will be greatly appreciated. It may be
sometimes that circumstances are such that it is not easy and convenient to
help someone in need, but every effort must be made to please the public.
Working towards promoting the thinking of the public and thereby helping
the development of the country"
Government servants are those citizens who
have been selected to perform certain duties because of their ability and
qualifications. Hence because of their special position in the government
service they should provide the right example and leadership to the public.
It is the duty of each government servant
to help the public understand government policies and programmes which are
implemented. He needs to make the public realise the purpose and importance of
the various government schemes and projects. It is important that government
servants realise that no development can really take place without cooperation
and participation by the people. It is therefore, the responsibility of a
government servant to promote right thinking amongst the members of the
society, whenever he gets the opportunity to do. When the interest and energy
of an individual in a society can be set in motion in the right direction, it
will also help to develop his thinking for advancement and progress. Given this
there is a possibility that the efforts to develop the country will be realised
or achieved. It ought to be realised that development of the country can only
take palce if there is development of the individuals that make up the society.
It is therefore the responsibility of the
government servants to make the people realise the fact that they have to
develop their way of thinking, and also give them guidance and the lead in
their efforts to raise their standard of living.
PRINCIPLE OF SERVICE VI
'Cooperation in overcoming the weaknesses and enemies of the nation'
The civil service must direct its efforts
towards wholehearted commitment and high levels of efficiency in meeting its
obligations. The responsibility for achieving this objective is too heavy for
any one particular organisation to achieve. It requires the cooperation and
understanding of all the member groups of the whole civil service. The same is
true in respect of the effort necessary to get the government machinery
running. Cooperation is very important. Without cooperation it will not be
possible to overcome certain difficulties and achieve coordination. Given
cooperation the civil service can become an efficient and effective system in
achieving national objectives. However, an efficient and effective
administration cannot be considered a clean
organisation if there are deviations and corruption is rampant. Any efficiency
achieved must be based on clean administration free from corruption.
It is the duty and the responsibility of
the society to direct its efforts to overcome the problems of poverty,
ignorance and corruption. Cooperation within and between all sectors — public,
private, specific groups — is important to set the nation into motion towards
achieving greater development.
The development and growth of cooperation
amongst the various sectors is also a powerful and useful tool in fighting the
enemies of the nation. Subversive elements and communist ideology will not be
acceptable by the society because it would be against the national ideology,
the Rukunegara. Hence, it is important that we watch and fight militant
communism and subversion by anti-national elements which pose a major challenge
to our democratic way of life and the timely achievement of national goals.
PRINCIPLE OF SERVICE VII
'To hold firm towards religious teachings'
'To hold firm towards religious teachings'
One of the, principles of Rukunegara is
'Belief in God'. In the service this principle is further stressed or
emphasised with the aim ,that it be well known and felt by all government
servants that holding firm towards religious teachings is a very important
aspect in carrying out any form of service. This belief in God and religion, it
is felt, will further increase the confidence and morality of government
servants, especially in the Malaysian society where' religion plays an
important part in the lives of the people. Any attitude that leads away from
religion can be considered as an attitude that opposes the desires or wishes of
the Malaysian government service. More clearly, Malaysia is assumed to be a
nation that will not accept communist ideology as it is against the teachings
of Islam, the official religion of the country. So holding on to one's religion
is very important because communist ideology leads a person away from one's
religion. Islam and other religions practised in the country continue to
provide a strong bulwark against insidious communist propaganda.
The smoothness of the government machinery
depends to a great extent upon its workers who uphold certain firm values. If
there are governments who do not firmly uphold pure and moral values, then it
will only make the task easy for anti-religious influences to creep into their
minds. At that point in time when this happens, the government
administrative" machinery will be paralysed and with it will result the
failure of the Malaysian government service to achieve its aim of bringing into
operation an administrative front capable of strengthening the government of
this country.
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