e-GUMIS: Adoption of RPA in accelerating the unclaimed moneys refund application process
The initiative was recognised with the Malaysia Public Sector Initiative of the Year - Finance at the GovMedia Conference & Awards 2025.
The Accountant General’s Department of Malaysia (AGD) embarked on a transformative journey to digitalise and expedite the processing of Unclaimed Moneys refunds application through its online platform, eGUMIS - the Electronic Government Unclaimed Moneys Information System.
eGUMIS serves as a centralised, user-friendly digital portal that allows the public to search for and claim their unclaimed moneys, eliminating manual submission or physical visits to the counters. By integrating Robotic Process Automation (RPA) into eGUMIS, AGD significantly enhanced the operational efficiency of the refund process, successfully reducing the refund timeline from more than 30 days to 14 days upon receipt of a complete application.
This innovative digital transformation not only accelerates service delivery but also ensures transparency, accuracy, and public satisfaction. Furthermore, the adoption of RPA in eGUMIS represents an achievement and was recognised by Malaysia’s Bureaucratic Reform Project (RKB), demonstrating AGD’s commitment to delivering responsive and citizen-centric financial services.
Project background
The introduction of eGUMIS reflects AGD’s commitment to improve the refund process for unclaimed moneys. Prior to the implementation of this initiative, the payment process of unclaimed moneys’ claims was slow, highly manual and often resulted in lengthy delays. Public faced bureaucratic hurdles and leading to frustration. Government agencies also struggled with high volumes of pending claims, causing inefficiencies and backlogs.
To address these challenges, AGD took a bold step by implementing RPA as part of the Bureaucratic Reform Project (RKB), a national initiative to elevate the refund claim system by introducing digital automation and streamlining processes to boost speed and transparency.
This transformation was a collective effort between AGD and multiple agencies, drawing on valuable insights and adopting global best practices. Inspired by successful automation initiatives in Singapore, South Korea, and Estonia, AGD has enhanced effectiveness, openness, and streamlined service delivery, setting a new benchmark for digital governance in Malaysia.
Goals and objectives
The main goal is to accelerate the processing time of unclaimed moneys refund applications by automation and digitalisation.
The uniqueness of this initiative stands out for its innovative deployment of RPA technology in a critical public financial service. By automating repetitive tasks such as data extraction, document validation, system cross-checks, and application status updates, the process minimised human intervention and reduced processing errors whilst ensuring regulatory compliance.
Unclaimed Moneys Application Trends 2016-2024
Effectiveness and impact
The primary goal was to shorten processing time whilst ensuring compliance, transparency, and data accuracy. The results have been impressive, reducing processing time from several months to less than 30 days, significantly improving efficiency.
Performance of Unclaimed Moneys Application Process Before and After RPA Implementation.
The implementation of RPA in eGUMIS has significantly improved processing efficiency. Before RPA, the total number of applications fluctuated, and performance was inconsistent. After RPA was introduced, there was a steady increase in total applications processed, whilst performance improved and stabilised over time. This indicates that automation has enhanced processing capacity and efficiency, reducing bottlenecks in unclaimed moneys refunds.
This transformation not only benefits the rightful owner of the unclaimed moneys but also strengthens public trust in AGD by delivering speedy, more transparent, and user-friendly services. This adaptation supports Malaysia’s Public Sector Digital Transformation Roadmap and aligns with Malaysia Digital Economy Blueprint (MyDigital), demonstrating AGD’s agility in responding to evolving public service needs.
Key achievements
The Accountant General of Malaysia, Ministry of Finance, received a Certificate of Appreciation for successfully implementing the RKB. This initiative accelerated the Unclaimed Moneys refund process from more than 30 days to less than 14 days with RPA.
The adoption of RPA significantly improved efficiency, with 99% of online Unclaimed Moneys claims processed within 30 days, compared to just 50% previously. Furthermore, 87% of online eGUMIS applications are now handled by RPA, streamlining operations and enhancing service delivery.
The success of eGUMIS earned the agency the Malaysia Public Sector Initiative of the Year - Finance accolade at the GovMedia Conference & Awards 2025.
GovMedia Conference & Awards 2025 celebrates the achievements of government projects and initiatives from both government organisations and private sector companies that are not only transforming Asia Pacific but are also making a significant impact across the globe.
The Gov Media Awards is presented by Gov Media Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be recognised for your organisation's government projects and initiatives, please contact [email protected].
