Kuala lumpur: The adoption of artificial intelligence (AI) in the public sector must translate into higher productivity and better service delivery, rather than merely increasing the use of the technology, said Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar.
According to BERNAMA News Agency, he stated that investment in technology does not automatically lead to productivity gains, as AI can only deliver results when supported by the right skills, quality data, sound governance, and a willingness to change processes and working methods. 'The AI productivity paradox occurs when organisations invest in technology, but work processes remain lengthy, officers continue performing repetitive tasks and the public still faces long waiting times,' he said at the closing ceremony of the 2026 Public Sector AI Seminar and the Public Sector AI Nexus Challenge 2026 awards presentation here today.
Shamsul Azri emphasized that AI adoption in the public sector should be measured by whether it makes services easier and faster for the public, saves time, reduces work processes, automates manual tasks, and improves the quality of decision-making. 'If we cannot answer these questions, we must reassess whether the solution genuinely delivers value or is merely following a trend,' he added.
He further mentioned that AI, the Public Service Reform Agenda, and bureaucratic reform must advance in tandem to improve work processes and support broader public service transformation. 'AI is not the end goal; it is merely a tool. Our real goals are higher productivity, excellent service delivery, and the well-being of the people,' he stated.
Meanwhile, Shamsul Azri addressed the Demerit Performance Evaluation (DEEP) for the public service's top management, explaining it was intended to improve leadership quality rather than punish officers who failed to meet prescribed performance standards. 'We have analysed the DEEP performance results for the second quarter of this year. As I have said before, DEEP is not intended to punish, but to improve leadership in the civil service, particularly among its top management,' he told reporters after the event.
Media reports yesterday quoted Shamsul Azri as saying the Public Service Department had been asked to review the weightings used under DEEP to assess ministry secretaries-general. He explained that the move was aimed at ensuring the performance evaluation system for senior public service officials remained holistic, relevant, and reflective of the changing challenges facing the administration.