Civil Service Reform Requires Empathy, Values-driven Leadership - KSN

KUALA LUMPUR, July 15 (Bernama) -- Civil servants must uphold integrity, empathy and a strong sense of amanah (a concept of trust that entails responsibility and accountability) in driving national reform, said Chief Secretary to the Government Tan Sri Shamsul Azri Abu Bakar. 

He said the role of the public service was not limited to implementing policies but should also reflect leadership rooted in values that sincerely and effectively serve the people.

“Many have asked what keeps me grounded in the face of pressure and responsibility. My answer has always been the same—it is rasa kasih sayang. A deep sense of care. A quiet sense of responsibility. A sincere commitment to honour the amanah we carry,” he said.

Shamsul Azri made these remarks at the launch of the Azman Hashim International Business School Action Research Conference 2025 (AHIBS-ACT 2025), organised by Universiti Teknologi Malaysia (UTM) here today.

He said the public sector reform that were currently underway, including those under the Administrative Reform Performance and Acceleration (ARPA) initiative, required the courage to challenge outdated norms, dismantle silos and rebuild public trust.

“Transformation is not something that begins with systems. It begins with people—in how we confront our assumptions, embrace learning, and lead with truth,” he said.

Sharing his personal journey, Shamsul Azri revealed that he had decided to return to the classroom by enrolling in a doctorate in business administration at AHIBS, driven by the belief that leadership was a continuous learning process.

“That is why I returned to the classroom. To remember what matters. To remember that every policy touches a life, every reform affects a soul, and every title we carry is meaningless if we forget the people we serve.

“Leadership is not about having all the answers. It is defined by the courage to ask meaningful questions and the humility to grow,” he said, adding that universities like AHIBS played a vital role in nurturing future-ready leaders through research, reflection and community engagement.

He also highlighted the importance of ethical leadership in an era shaped by artificial intelligence and rapid digital transformation.

“Transformation without ethics is mere automation. Our true strength lies not only in our ability to innovate but also in our ability to remain human.

“For the researchers and thinkers among us today, this era presents a profound responsibility. You are not just observers of change. You are creators of change. Your insights and dedication are the seeds from which a kinder, wiser and stronger future may grow,” he said.

-- BERNAMA