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© Strategic Planning & Architecture Section, JTM

Mazlena FauziManager, Strategic Planning & Architecture SectionInformation Technology DepartmentEmployees Provident Fund


• EPF was established on 1 October 1951

• It is governed by the EPF Act 1991

• EPF is a national compulsory savings scheme

• It provides retirement benefits for the private sector and non-pensionable public sector employees

• The employees and their employers pay monthly contributions to the Fund and the contributions are then credited into the individual member’s account to which interest or dividend is added annually

EPF Background

Employee’sEmployee’scontributionscontributions

Employer’sEmployer’scontributionscontributions DividendDividend

Pre-retirement Pre-retirement WithdrawalsWithdrawals SAVINGSSAVINGS


To provide the best retirement savings scheme.

Integrity Customer First Teamwork ContinuousImprovement

EPF Vision & Mission Corporate Value


EPF Savings are member’s savings for life after retirement. It is divided into two accounts i.e. Account 1 and Account 2 of which:

Account 1 Account 2

comprises 70 percent 70 percent of savings which are specifically for retirement Only

comprises 30 percent 30 percent of savings which can be utilised for pre-retirement withdrawals aimed to enhance members’ retirement well-being


When can you withdraw the savings in Account 1?

Savings from this account can only be withdrawn when a member reaches the age of 55 years.

When can members withdraw their savings in Account 2? Housing Withdrawal Education Withdrawal Medical Withdrawal Age 50 Years Withdrawal Withdrawal of excess savings above RM1 million

Members can withdraw all of their savings in Account 1 and Account 2:-• Upon reaching the age of 55 years;• Upon emigrating to another country;• Upon being confirmed disabled or deceased (payment will be made to the next of kin or nominee); and• If you are a civil servant, and is placed under its own pension scheme. The employer’s contribution (Government) is returned to the Retirement Fund (KWAP).

Withdrawal savings Account 1 & 2


What additional benefits do you get as an EPF member?

Apart from the EPF savings, beneficiaries or members themselves are entitled to receive the following benefits from EPF as a gesture of sympathy:-

• A Death Benefit of RM2,500 provided that application is made within six (6) months from the date of the member‘s death; and• An Incapacitation Benefit of RM5,000 provided that the application for Incapacitation Withdrawal is made within a year from the date when the member became unemployed as a result of incapacitation.

Benefits you get as an EPF member


myEPF (Internet Facility – 2004)

One-Stop Centre for Customer Service (end 2007)

Smart Kiosk/Internet Kiosk (2006)

Core System Replacement & Business process Reengineering (May 2005 – Dec 2006)

Call Centre (2003)

ePPA(January 2010)

E-WithdrawalE-ContributionE-CTML

Service Improvements RoadmapService Improvements Roadmap

Facilities Providedi-Akaun Services


Business Challenges IT Challenges

Meeting the user’s expectations of the performance of EPF’s core system with regards to the ‘response time’ of applications

Lack of complete visibility across the application delivery chain and IT infrastructure

To communicate IT service level and performance in business terms and expectations

The need to ensure its web portal services, web applications and other channels such as the Smartkiosk, performed optimally at all times

These items support more than 13 million members and more than 500,000 registered employers in managing their accounts and performing transactions

EPF’s commitment to maintaining the outstanding quality service levels to all the members

EPF Business Challenges vs IT Challenges


BSC Scorecard for IT KPI

Perspectives Strategic Objective KPI Weightage Unit of Measurement Polarity Frequency IV Target Stretch

Target Actual BSC Score Weightage Score

CUSTOMER (20%)

Enhance Service for Customers (20%)

FINANCIAL (5%) Provide Efficient Cost Management (5%)

INTERNAL PROCESS (60%)

Ensure availability of IT Infrastructure

(30%)

Service Availability 15.00% Percentage High is

better Monthly 99.10% 99.50% 99.90% 99.93% 10.00 1.50

Service Performance :

centralized15.00% Percentage High is

better Monthly 92.00% 95.00% 98.00% 96.73% 8.59 1.29

Drive the Effectiveness Of

Demand Management (10%)

Drive the Effectiveness Of Effective Vendor

Management (10%)Maximise The

Effectiveness Of Risk Management &

Compliance (10%)

ORGANIZATIONAL CAPACITIES

(15%)

Enhance Corporate Culture (4%)

Enhance Human Capital Development

(6%)Enhance ICT Capabilities

(5%)Overall Weighted Score Overall Weighted BSC Score 2014

Overall Weighted BSC Score 2013


How Do We Overcome These Challenges ?


Business Service management (RESPONSE Time Monitoring system)

Compuware APM @

The EPF’s Experience


Objectives

• To bridge Business and IT by providing means of correlating IT Systems and Infrastructure performance with Business Services

• To improve IT Service Level objectives through monitoring & alerting on actual end to end user experience

• To synthetically simulate actual user transactions so that critical transactions can be regularly monitored

• To provide a centralized reporting dashboard which integrates with existing areas of monitoring


The Implementation Phases


The Workflow – Before and After

ACTIVITIES BEFORE AFTER

Detection of performance issues with key business services.

On average , it will take 10 to 20 minutes for system’s users or customer to file a complaint to the helpdesk , particularly when the system is performing in a critical condition.

On average , the solution will detect any performance issue with key systems within 5 minutes.

Diagnosis of the problem and identify fault domain with key business services .

Mean Time To Repair.

On average , the different technical team from the server to network will require 2 to 3 days to diagnose their individual areas using individual monitoring tools.

The solution can diagnose the performance issue on the fly and perform fault domain isolations within minutes of analysis . This information can then be shared with the respective team such as network and server team , and this will take an average of 2 to 3 hours to diagnose the problem.

Number of resources required to detect and respond performance issues

10 resources from different team such as server , network and application looking at individual areas and identifying health issues within the infrastructure. There is no fault analysis perfomed from the service quality perspective.

1 resource responsible to look at the implemented solution for fault analysis , based on service quality . From the detailed analysis , problems are escalated to individual teams to look at their respective areas.


Before & After BSM

Scenarios Before BSM After BSM

a) Monitor and detect application performance degradation

Only when incident is reported by users

Automated alerts within 5 minutes via email

b) Monitor end-user experience on 24x7 basis (Centralized applications)

Not known, only when user logs a complaint

Provide end user response time statistics based on user, ISP’s, locations on a 24x7 basis

c) Isolate source of problem rapidly Difficult to isolate Response time breakdown (Network, Server time, dive-dive application - .NET and system performance )

d) Trend performance and usage pattern

None Identify times of day, week or month when usage is high

Create reports for tracking and further analysis

e) Monitor availability and performance of branch application @ Seberang Jaya, Shah Alam & JB (De-centralized applications)

Not known, only when user logs a complaint

Automated alert within 15 minutes via email


Business Benefits Achieved

• Reduce TCO of IT operations by having informed decision on IT spending particularly on upgrades and enhancements. Reports from Compuware APM solution can help justify if upgrades can help improve overall service quality

• Improve branding and credibility – Faster resolution time and less frequent outages of key systems

• Improve confidence of stakeholders in IT – With frequent monitoring and reports of service availability and performance

• Visibility into service quality and not solely on infrastructure reduces the amount of time and resources to detect, analyse and resolce issues relating to service quality


Lessons Learnt ….. for others

1) Identification & categorization of key IT services according to criticality. Revenue generating IT services should be categorized as highly critical

2) Planning & identification of key processes, measurements and scope when it comes to IT Service Management

3) Research & acquire the proper Business Service Management tools to automate these processes and measurements, which for the organization’s environment and needs

4) Educate IT and business when it comes to IT Service Management. IT and Business should have a common understanding when it comes to IT Service Management

5) Appoint an internal champion (technical & management) to own, grow, develop and fine tune the implemented solution to ensure that key business metrics and measurements are up to date and in line with business SLA

6) Secure leadership and buy-in from management and business to ensure the value of the solution is realized and heavily adopted across the organisation


Visual Scheme: Executive dashboard(Performance and Availability)


Visual Scheme: Operations Dashboard (Performance and Availability)


What is available today?

Services Service Availability (%)

Service Performance (%)

FileNet {Image Retrieval – IDM, Image Retrieval – SPDK & Report Retrieval}

√ √

BDS √ √

MyEPF √ √

SmartKiosk √ √

Withdrawal √ √

HRMS √ √

RCM √ √

EMS √ √

Contribution √ √

FileNet √ √

Enforcement √ √

Centralized Monitoring

De-Centralized Monitoring


What’s Next For EPF

To set different levels of service for different sets of customers with varying expectations and linked it to a tier-pricing model for chargeback.

Extent the BSM to other applications


[email protected]

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