Elevating learning and development professional pathway for MCMC USPD officers

Abstract

This research focuses on improving the performance of Officers in the Universal Service Provision Division ("USPD"). USPD is one of the core Divisions within Malaysian Communications and Multimedia Commission ("MCMC") responsible for operationalizing the USP Regulations 2002 which is to bridge the digital divide in rural and remote areas, particularly areas with no or limited services. The objectives of this research are to (1) determine competency requirements for USPD and analyse the gap between the officer and its effect on their performance, (2) to determine the best strategies to complement individual competencies and expertise needed for work to enhance the organization efficiency, and to (3) measure and evaluate the impact of the proposed solution on the post-performance of the individual and the organization. The research was conducted using mixed-methods approaches, namely qualitative and quantitative. The data collection starts with qualitative method, where the researcher has conducted an interview session with the respective officers. The information gathered was analyzed using NVivo 12 Plus software for thematic analysis. Then for quantitative, the questionnaires were distributed to 11 respondents for their feedback. The questionnaires cover both pre and post-intervention. The data collected from the quantitative method was analyzed using SPSS 21 software. Using the triangulation convergence model, the results of analysis from qualitative and quantitative method was merged during interpretation phase. Results from the post-intervention in both cycle 1 and cycle 2 show that the respondents are agreed that with the structured training and teaming method have a positive relationship to improve the performance of the officer. The result of this research indeed has a significant impact on how this study help in elevating the professional development of the USPD’s officer.