‘H.E.M.A.T: ASPIRASI MENUJU REFORMASI’ BOOK LAUNCHED TO STRENGTHEN PUBLIC SERVICE DELIVERY

BUTTERWORTH, April 18 (Bernama) -- Public Service director-general Tan Sri Wan Ahmad Dahlan Abdul Aziz has launched a new book charting a reform path for the country’s public sector, calling for a fundamental rethink in how government services are delivered to citizens.

Titled H.E.M.A.T.: Aspirasi Menuju Reformasi (Aspirations Towards Reformation), the bilingual volume combines personal reflection with policy ambition. The book serves as a roadmap for revitalising the civil service under the ethos of the government’s MADANI framework.

Speaking at the launch held at the PICCA Convention Centre@Arena Butterworth, Wan Ahmad Dahlan said his over three decades of experience in departments such as immigration, transport and customs made it clear that the civil service must adapt or risk falling short of public expectations.

“There needs to be a shift in how we serve the people, especially with essential documents like birth certificates, passports and driving licences. We must find new ways to deliver faster, more efficient and people-centric services,” he noted.

The book introduces the concept of H.E.M.A.T., an acronym for Hijrah Tata Kelola (transformational governance), Empati Rakyat (empathy for the people), Minda Pekin (prudent mindset), Apresiasi Inovasi (appreciating innovation) and Telus Tadbiran (transparent administration).

These core values, he said, are intended to guide a culture change within Malaysia’s civil service, supported by the principles of simplifying processes, customising delivery and accelerating response.

The launch coincided with the Bitara MADANI - Bicara Aspirasi H.E.M.A.T. forum, drawing some 1,500 public officers from Penang, Perak, Kedah and Perlis.

Organised by the Northern Region Campus of the National Institute of Public Administration (INTURA), the event served as a platform to deepen the conversation on reform and align civil servants with the new values.

Wan Ahmad Dahlan urged officers to internalise the principles laid out in the book and make them part of their daily work culture.

Alongside the event, Wan Ahmad Dahlan and his team visited two retired civil servants and two eKasih participants under Ziarah Kasih, underscoring the government’s commitment to vulnerable communities.

Azimah Bakar, a 55-year-old retired science teacher who suffered a debilitating stroke in 2020, received a wheelchair and essential food supplies.

“I’m thankful for this gesture, it helps more than words can say,” she said.

Also aided was Samsiah Muhammad, 47, an engineer caring for her husband, Zulhamiros Mohamad Amir, 50, a former university IT officer paralysed since a stroke in 2018.

“These contributions ease the load, financially and emotionally,” she said after receiving adult diapers and other supplies.

The visits also included support for 68-year-old M. Arunmoli, who received a food basket and cash aid, while 52-year-old stroke patient P. Panhacharam received a bed, a wheelchair and other essentials.

Wan Ahmad Dahlan stressed that caring for retired officers and those in need is part of the Public Service Department’s broader vision.

“We never forget those who have served,” he said.

-- BERNAMA