Page 50 - FREN-C2021 PROCEEDINGS

their tasks according to their respective departments. The collaborative relationship between staff in
both departments was improved because they just perform the same tasks.

Internal Forces
Cost Change
Enforcement duties require the enforcer to work outside the office area. This will of course have
financial implications for the enforcer as well as the department itself. The financial implications
include overtime claims, critical allowances, travel claims and so on. The most critical is the current
global situation, namely the spread of the Covid-19 epidemic around the world. Given the alarming
pandemic situation, ROS Pahang decided to allow the document and record inspection tasks of the
establishment to be held in the office or the establishment would have to send the documents and
records to be audited only by post.

The problem of Cost Change
The effect of the implementation of inspections without attention to the organization's premises was
created difficulties for RO to obtain the information at the right time. There is a lack of
communication relationship between RO and members in society while in process of inspection which
is can not be implemented as best as possible. This situation also opens up space for organizations to
misappropriate their documents and records.

Result of Structural Change
These changes in work procedures will certainly have a significant impact on ROS Pahang and RO
performing enforcement tasks. Due to the problems inherent in this work procedure, the top
management has issued further instruction that the RO should also face the members of the
association during the examination of documents to obtain feedback and important decisions related
to the management of the association. However, the establishment documents to be inspected must
still be submitted by post before the inspection is carried out. Therefore, a drastic step has been taken
by the top management of ROS Pahang which is to allow the use of technology as an alternative to
(face to face) virtually with members of the societies.

Planning for Technology Change
ROS Pahang has started the next step by the plan for applying technology in providing service
delivery to its customers. The use of the Zoom and Google Meeting applications has had a significant
impact on the implementation of enforcement tasks, especially while inspected documents and
records. Eventually, RO managed to come face -to -face virtually with members of the societies and
managed to get the immediate feedback needed during the document inspection.

The problem of Technology Change
The use of technology in the current pandemic situation has a huge impact. It can be said that it is a
new normal for humans at status quo. About the inspection of documents by the ROS Pahang, several
problems need to be highlighted for notification and action at the highest management level before
implementing this method. Among the most important problems faced are:
i. Internet network problems that interfere with two-way communication during document
inspection.
ii. Members of societies do not know how to use the communication media application (Zoom and
Google Meet) during the inspection.

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