THINKING TO DOING WITH SENSE AND SIMPLICITY

“THINKING TO DOING WITH SENSE AND SIMPLICITY”

CLOSING ADDRESS BY Y.BHG. TAN SRI SIDEK HASSAN

CHIEF SECRETARY TO THE GOVERNMENT

SARAWAK CIVIL SERVICE CONFERENCE 2010

6TH MAY 2010 (THURSDAY), 4.00- 5.00 PM

HOTEL PULLMAN, KUCHING SARAWAK

Bismillahir rahmanir rahim

Assalamualaikum Warahmatullahi Wabarakaatuh

Good afternoon and Salam 1Malaysia

Yang Berhormat Datuk Amar Mohamad Morshidi bin Abdul Ghani

State Secretary of Sarawak

Encik Md Yahaya bin Basimin

Federal Secretary of Sarawak

YBhg Tan Sri-Tan Sri, Dato’-Dato’, Datin-Datin

Heads of Department from both State and as well as Federal Governments

Distinguished Speakers

Ladies and Gentlemen

Good afternoon, Salam 1 Malaysia and thank you for inviting me to officiate at the closing of this Conference. I am honoured to be here.

INNOVATION? WHAT IS THAT REALLY?

2. Throughout the day, I am sure the word “innovation” would have popped up no less than 20 times if not more, in the different talks, speeches and audience sessions. Whilst the theme for the conference is opportune given the times, much has been said and written about innovation and all that it entails. Let us just take a moment to ask this of ourselves – what does the word “innovation” really mean to the public sector?

Is it large ideas, big investments, smart people and/or hegemony?

Can seemingly simple, in your face solution be regarded as innovation?

Or doesn’t it count?

Or do we bring tomorrow’s solutions today. Bring 27th Century today. Think 27th century today?

3. Business Week, in its April issue this year listed the 50 most innovative companies in the world. When you go into the “whys” of how they made the list, it is based on very simple and almost plain principles. That the inventions are NEW and they are WHAT THE CUSTOMERS WANT.

4. In my mind, innovation is not in itself an innovation if it does not serve to better our current state of being. Creativity is not in itself creative if the idea cannot be turned into practice. The most apt description, thus, for “Creativity” has to be pondering or considering new things. “Innovation” must be then in making these new things happen. Great inventions are not necessarily innovation. They are just that – – great inventions. We can bandy words about for advertisement mileage and get on the bandwagon of campaigns, but none will matter if we are not able to produce that which betters the lives of the people we are here to serve.

5. Thomas Edison, the well known American Inventor who invented light bulbs amongst many others was asked by his assistant, Rosanoff: “Mr. Edison, please tell me what laboratory rules you want me to observe.” Edison simply said: “There ain’t no rules around here. We’re trying to accomplish somep’n! (something)”. That to me sums up innovation – – delivery and accomplishments, not building more “monuments” and unnecessary guidelines. Great ideas means nothing if it is not delivered for use. Simple ones become great achievements, when they reach the lines on utilisation, when they are useful.

SIMPLE IDEAS, MADE FOR GREAT CHANGE

6. Hegemonic change in public sector can only truly come about when we each embrace the simplicities of what makes innovation. Regurgitating the word innovative, innovation, invention as many times, will not magically produce innovation. Often it is the small improvements on existing procedures, operations and ways of doing business that could cumulatively result in big changes.

7. When Google’s founders were building the code for the search engine, they needed a home page with lots of white space. This simple small innovation is instrumental to Google’s success. The simple white page led to faster download times making Google the most profitable brands of the times, today.

8. Localising this to the public sector, we need to only ask one of two questions. Does it make things simpler without compromising integrity of the process; and, is this what the customers need? As simple as these questions may seem, there are too many examples in the Service that has missed answering of these questions objectively. We have, therefore, many great inventions, but very few real innovations.

9. Let’s take a simple example of conversion of strata titles at the Land Office. This process once took up to 30 days. Today this only takes 24 hours. Yes 1 day! Why and what happened? Did the people in the office change? Did we invest in high end technology? Or did we just change the approval processes and do away with redundant processes and procedures? The answer lies in doing away with redundant procedures and processes. With almost no investment in additional technology, we can move from a frustrating 30 day wait for a customer to just one day.

10. The same with payment of invoices. Three years ago this can take up to 6 months, some of the contractors used to concede, 3 months was good. Today it takes 14 days, and if not done within that, the incumbent could claim within 24 hours. In essence we do not have to change our service providers. All we need to do is change our mindset and our attitude to providing service, in the true sense.

What changed in enabling all these? What changed was mindset of doing business! The same can be said on passport application, tax refunds, and drivers’ license renewals.

Colleagues,

11. Our days at work must be to translate all the redundant processes, work ethics, thinking and doing into fast, simple, and sensible work processes. From the way we respond to our customers, to our writing, to our requirements and transaction processes, to even whether we need a technology, all can go into our bucket list for improvements. Technologies are not an automatic emblem of innovation. It is what the technology does that is. Sometimes, a process done by technology can be done better by 2 people manually. If that process can cut operations time by half, why does someone need the technology?

Ladies and Gentlemen,

FORGET AVANT-GARDES

12. Change and innovation do not have to occur only in board rooms. They do not at ostentatious events. They need not at Innovation Centres. There isn’t a silver bullet that enables innovation. It can occur at anytime and anyplace. It can be from anyone. We must make it our daily back story to apply our best ideas to the smallest of our businesses. Apple is named the most innovative company in the last 5 years running. Today, 5 of the 25 most innovative companies in the world come from Asia – specifically India, China, Japan and South Korea.

13. What do you think drives these companies and countries? It’s the chase! The chase of someone else beating them; being better than them. This chase is led by a “competitive spirit”, “a do or die” guts. It is led by the acute awareness that no one company and/or person are invincible. Led by a culture built on the know-how that if you do not remain relevant, you are dispensable.

14. The days when the public sector is seen as a safe job is fast diminishing and fading globally, even in our country. The advent of globalisation and talent movements is pushing governments to recruit the best not only from private sector, but from the best that sources can offer in time. They will be talents that will keep governments competitive and relevant. Talents that will drive public sector, yes Public Sector To Push Private Sectors and markets to compete for market space globally. The Public Service of Malaysia is starting to see talent infusion from various channels, and the implementation of Cross Fertilisation Programme is only one of many.

15. Our own relevance will in time be dependent on the bold and impactful change we bring into our space, into our daily work. As public sector officials, we must avoid focusing on self serving inconsequential changes. Just because it looks grand, imposing and avant-garde, does not mean the market, the customer and alas the country needs it. But if the change challenges the status quo, AND delights the customers, we are probably on the right track of innovation.

Ladies and Gentlemen

MAKING IT POSSIBLE

16. When cultivating a harvest, it is necessary that we plough the fields and sow it the right seeds. It is necessary that we use the right fertilisers to enable healthy harvest to grow. Equally, to spur and motivate transformative and adaptive culture, we must plant the appropriate seeds. These must be seeds of empowerment and recognition, patience and perseverance, amongst others. But within it too, there must be seeds of teamwork. A person with only a good mind without proper optimisation is akin to seeds without fertile plough land to grow on. They do not offer results — impactful bold results. They only deliver the plain vanillas. Contrast this with someone nurtured with good plans and motivated with empowerment and recognition. These people are more likely to bear fruits and healthy harvest.

SENSE AND SIMPLICITY CULTURE

17. So I guess the question then goes — What drives a culture where even an office boy delivers a new idea? It has to be a trusting and NOT risk averse culture, I’d say. A culture that has the permission to experiment and it’s OK to fail. As leaders, how many of our staff would we trust with a special task or a brilliant idea? How many of us would allow a junior staff to question us, challenge the traditions of today, confront the way we operate and dispute frustrating procedures of yesterday? When we can offer this platform of trust i.e. that one will not be penalised for challenging, questioning, braving, we will start seeing a different environment at work around us. In fact, we will see a space where people push the boundaries to always better situations. We will probably also see a lot more younger people in thinking around us. Not lethargic and tired minds, doing the “same old-same old” stuff, but yet expecting different results.

18. Without this trust, ideas do not go anywhere. Without this trust, there can be no collaboration and teamwork. We must, in addition to offering trust, inculcate a culture where we are not risk-averse. The public sector fears failure and rejection. This is why we often keep our best ideas to ourselves. It is much safer because we fear being questioned, being rejected, being challenged. It is easier not to rock the boat, take the attitude of “akan dikaji” when ideas are raised. It is easier to be conservative and protect the status quo. Less trouble, less risk, less work sometimes.

19. Innovation and progress cannot happen in a risk-averse environment. History has proven that impactful innovative ideas are often first greeted by rejections. Repeated attempts and manifestations are required before a new idea is accepted and internalised by the organisation, or the customers. This requires courage and patience to engage, to persevere and to explain. Very few big ideas were adopted with immediate open arms and unconditional love by those in power.

20. We can set aside all the budget in the world, and resources for that, and be content with mind-blowing theories. But if there is no trust and if we are risk-averse, there can be no innovation, no creativity. The challenge and opportunity in the public sector is to create entrepreneurial culture in our teams, departments, agencies and ministries. When we do this, we spur a mindset change that will take today’s service into tomorrow’s needs. We will start originating actions before its time. We must bring the 27th century in the 21st – today – not only in thinking but in actions and accomplishments. And as Seniors, we must recognise and give recognitions to those who dare.

WATCH FROM THE BALCONY

21. We need to be daring enough to move out of the comfort zones and safety nets; and challenge our colleagues to do the same, if we want to be different and want to be noticed. We need individuals and teams who will bring new repertoires of never-before-tried-ideas, try it, let it be criticised, but work to perfect it against all odds. This, I would say is the innovation –in thinking and action that the public sector needs today. Needs badly.

22. Our solutions must bring solutions that surpass the wisdoms of today’s expertise and know-how. We cannot wait for the answers to our problems to always come from on high. The solutions can come from many different places and sources. We do not need to be in an authoritative and high position to make new ideas happen. As leaders we must know when to step aside and watch from the balcony to spur excellence in our teams. We do not always need to be on the dance floor to make sure the repertoire is immaculate. We need to learn to watch the dance from the balcony and empower. When officials are empowered, allowed to learn from mistakes made, given the guidance needed – we start developing a motivated team.

23. Royal Philips NV, the major Dutch brand, anchors their brand promise on a theme of “Sense and Simplicity”. They first understand the people they are serving, and then develop a product to suit it sensibly. They place the end users front and centre of their innovations starting with understanding their needs and aspirations. Apples’ brand promise is predicated on this premise — “Simplicity is the ultimate sophistication”.

24. Innovation must stem from making the simple stuff even simpler such that it is seen with such fineness and sophistication not by you or me, but by our end users – our customers. Thomas Edison said, “Anything that won’t sell, I don’t want to invent. Its sale is proof of utility, and utility is success”.

25. Focus on accomplishments! Focus on value for customers! Great ideas it is said does not originate in the minds, but in the muscles. The doing is everything, not only the intellectualising. Innovation, ultimately, is about class and usefulness. Look around and you will see the classy brands always have simple and easy to remember features. Be classy, be innovative, by being different each time and every time. We are all “Innovation Centres” in our own rights. They are NOT in impressive buildings. They are in our minds and in our heads.

Ladies and Gentlemen,

26. On that note, and with lafaz Bismillahir rahmanir rahim, I am pleased to close the Sarawak Civil Service Conference.

Thank you.

Wabillahittaufiq walhidayah

Wassalamualaikum warahmatullahi wabarakatuh.