Many countries, including Malaysia, are implementing electronic government. It generally known as ‘e-government’. The implementation of electronic government started since the initiation of Multimedia Super Corridor (MSC) by the Malaysian Government.
E-government will improve the government operates internally as well as how it delivers services to the people of Malaysia. It seeks to improve the convenience, accessibility, and quality of interactions with citizens and businesses. Simultaneously, it will improve information flow and processes within the government, improve the speed and quality of policy development, and improve coordination and enforcement. This enabled the government to be more responsive to the needs of its citizens.
The objectives of these applications are:
• Jump start development of MSC
• Make MSC global test bed for innovative solutions
• Increase Malaysian productivity and competitiveness
• Reduce Digital Divide
Under the e-government flagship, seven main projects are identified to be the core of the e-government applications as follow:
1. Project Monitoring System (PMS)
2. Human Resource Management Information System (HRMIS)
3. Generic Office Environment (GOE)
4. Electronic Procurement (EP)
5. Electronic Services (E-Services)
6. Electronic Labor Exchange (ELX)
7. E-Syariah
However, they are four main barriers could affect Malaysia’s e-government implementation.
1. Legislative and Regulatory Barriers – in order for e-government services to gain widespread acceptance, they must have the same standing as the equivalent paper processes and ensuring the privacy and security before advancing the online e-government services.
2. Budgetary Framework – to finance seamless government services and shred infrastructure, budgetary regulations should facilitate co-operative funding mechanisms such as coordinated bids for new funds and the pooling of funds.
3. Lag Behind Technological Change – since technological developments are moving very fast, it is very difficult to anticipate future impact in detail.
4. Digital Divide Impedes the Benefits of E-Government – generally, the most disadvantaged have the lowest level of access, yet they also often have high levels of interactions with the government. If these individuals cannot access e-government services, they will lose the benefits of e-government.
Current application of E-government in Malaysia
One of the e-government projects is Electronic Services Delivery or known as e-Services. The e-Services is accessed through multi channel service delivery such as the Internet and kiosk machines.
As of now, Malaysia citizen can renew their driving license and pay their summons, or even settle their utility bill payment online. There are several websites and kiosks that have offered e-Services application. For example, Rilek services allows members of the public to access general information and information on their outstanding summons through specially touch screen infokiosks or www.rilek.com.my website. These website and kiosk allow the public to make online payment to RTD or the Police by credit card. The government also allows the public to take their driving theory tests at approved Rilek centre.
Another e-government application launched by the Internal Revenue Department (IRD) is companies online tax. By using MyKey digital signature, which was offered by MSC Trustgate, these companies are able to digitally sign their C form and submit their document electronically to IRD. MyKey is a digital signature embedded into an individual’s MyKad. It identifies and authenticates MyKad holders over the Internet, providing the ability to sign digitally a document or transaction.
Other than that, the electronic procurement system, better known as ePerolehan, streamlines government procurement activities and improves the quality of service it provides. It converts traditional procurement processes in the Government machinery to electronic procurement on the Internet and can be accessed at www.eperolehan.com.my. With ePerolehan, all suppliers can obtain tender documents and submit bids through the Internet. The suppliers are equipped with smartcards that enable them to transact with the ePerolehan system. Modules in ePerolehan system include suppliers’ registration, central contract, direct purchase, tenders and contract and have been fully functional and used by the government in its procurement exercise. With the introduction of the ePerolehan system, it is hoped that the system could streamline the processes and procedures as well as improve efficiency and productivity, while lowering the government's operational cost over time. For the suppliers, it could translate into new markets, additional revenues and higher margins. Besides that, ePerolehan also allows suppliers to present their products on the Internet, receive, manage and process purchase orders and receive payment from government agencies via the Internet.
Common problems encountered by consumers:
1. Many consumers do not know how to use the services provided or thinking that it is hard to be used as there is no manual guide which could assist them to transact over internet.
2. Many citizens in Malaysia are reluctant to transact or utilize the applications of e-Government through internet as there is risk of inaccurate data transferred, potential fraudulent, phishing, stolen of privacy data and etc
3. Do not have the accessibility over internet due to the factors such as those in rural area or poor families do not possess internet access at home.
4. Public are not aware of the e-Government services provided as there is lack of advertisements, notice and promotions regarding the services. Most of them, especially those computer illiterate still using the traditional method.
Citizen’s adoption strategies
E-government allows citizens to interact with computers to achieve objectives at any time and any location, and eliminates the necessity for physical travel to government agents sitting behind desks and windows. Hence, citizens expect and demand governmental services with a high degree of quality, quantity, and availability in a 24-hour, seven-days-a-week, and year-round fashion.
The government should increase the awareness and gain more attention from citizens in its existing services that provided in e-government. Then, e-government adoption requires that citizens show higher levels of satisfaction and security with the online services provided by the government. A higher level of customer satisfaction will increase the rate of e-Government adoption because the citizens are comfortable of the protected privacy and confidentiality of the user's information. Moreover, the service quality should be competitive with the other developed countries in terms of speed, problem serving approach, and ease of use of the website. This is important as it provides and encourages long-term users to use the website frequently and cut-off paper work when the payment process can be made through online. Lastly, the government should do more advertising through radio and television, and organizing workshop in a strategic location in order to create awareness and convenience for problem solving as they are fully focus in providing the best services to its citizens.
Related links:
• http://www.intanbk.intan.my/psimr/articles/Article1%20-%20Full.pdf
• http://www.american.edu/initeb/ym6974a/egovernment.htm#E-Government
•http://www.mait.com/admin/enews_images/MAIT%20Country%20Intelligence%20eNews96_37.pdf
• http://www.archives.go.jp/news/pdf/MrShaidin2.pdf
E-government will improve the government operates internally as well as how it delivers services to the people of Malaysia. It seeks to improve the convenience, accessibility, and quality of interactions with citizens and businesses. Simultaneously, it will improve information flow and processes within the government, improve the speed and quality of policy development, and improve coordination and enforcement. This enabled the government to be more responsive to the needs of its citizens.
The objectives of these applications are:
• Jump start development of MSC
• Make MSC global test bed for innovative solutions
• Increase Malaysian productivity and competitiveness
• Reduce Digital Divide
Under the e-government flagship, seven main projects are identified to be the core of the e-government applications as follow:
1. Project Monitoring System (PMS)
2. Human Resource Management Information System (HRMIS)
3. Generic Office Environment (GOE)
4. Electronic Procurement (EP)
5. Electronic Services (E-Services)
6. Electronic Labor Exchange (ELX)
7. E-Syariah
However, they are four main barriers could affect Malaysia’s e-government implementation.
1. Legislative and Regulatory Barriers – in order for e-government services to gain widespread acceptance, they must have the same standing as the equivalent paper processes and ensuring the privacy and security before advancing the online e-government services.
2. Budgetary Framework – to finance seamless government services and shred infrastructure, budgetary regulations should facilitate co-operative funding mechanisms such as coordinated bids for new funds and the pooling of funds.
3. Lag Behind Technological Change – since technological developments are moving very fast, it is very difficult to anticipate future impact in detail.
4. Digital Divide Impedes the Benefits of E-Government – generally, the most disadvantaged have the lowest level of access, yet they also often have high levels of interactions with the government. If these individuals cannot access e-government services, they will lose the benefits of e-government.
Current application of E-government in Malaysia
One of the e-government projects is Electronic Services Delivery or known as e-Services. The e-Services is accessed through multi channel service delivery such as the Internet and kiosk machines.
As of now, Malaysia citizen can renew their driving license and pay their summons, or even settle their utility bill payment online. There are several websites and kiosks that have offered e-Services application. For example, Rilek services allows members of the public to access general information and information on their outstanding summons through specially touch screen infokiosks or www.rilek.com.my website. These website and kiosk allow the public to make online payment to RTD or the Police by credit card. The government also allows the public to take their driving theory tests at approved Rilek centre.
Another e-government application launched by the Internal Revenue Department (IRD) is companies online tax. By using MyKey digital signature, which was offered by MSC Trustgate, these companies are able to digitally sign their C form and submit their document electronically to IRD. MyKey is a digital signature embedded into an individual’s MyKad. It identifies and authenticates MyKad holders over the Internet, providing the ability to sign digitally a document or transaction.
Other than that, the electronic procurement system, better known as ePerolehan, streamlines government procurement activities and improves the quality of service it provides. It converts traditional procurement processes in the Government machinery to electronic procurement on the Internet and can be accessed at www.eperolehan.com.my. With ePerolehan, all suppliers can obtain tender documents and submit bids through the Internet. The suppliers are equipped with smartcards that enable them to transact with the ePerolehan system. Modules in ePerolehan system include suppliers’ registration, central contract, direct purchase, tenders and contract and have been fully functional and used by the government in its procurement exercise. With the introduction of the ePerolehan system, it is hoped that the system could streamline the processes and procedures as well as improve efficiency and productivity, while lowering the government's operational cost over time. For the suppliers, it could translate into new markets, additional revenues and higher margins. Besides that, ePerolehan also allows suppliers to present their products on the Internet, receive, manage and process purchase orders and receive payment from government agencies via the Internet.
Common problems encountered by consumers:
1. Many consumers do not know how to use the services provided or thinking that it is hard to be used as there is no manual guide which could assist them to transact over internet.
2. Many citizens in Malaysia are reluctant to transact or utilize the applications of e-Government through internet as there is risk of inaccurate data transferred, potential fraudulent, phishing, stolen of privacy data and etc
3. Do not have the accessibility over internet due to the factors such as those in rural area or poor families do not possess internet access at home.
4. Public are not aware of the e-Government services provided as there is lack of advertisements, notice and promotions regarding the services. Most of them, especially those computer illiterate still using the traditional method.
Citizen’s adoption strategies
E-government allows citizens to interact with computers to achieve objectives at any time and any location, and eliminates the necessity for physical travel to government agents sitting behind desks and windows. Hence, citizens expect and demand governmental services with a high degree of quality, quantity, and availability in a 24-hour, seven-days-a-week, and year-round fashion.
The government should increase the awareness and gain more attention from citizens in its existing services that provided in e-government. Then, e-government adoption requires that citizens show higher levels of satisfaction and security with the online services provided by the government. A higher level of customer satisfaction will increase the rate of e-Government adoption because the citizens are comfortable of the protected privacy and confidentiality of the user's information. Moreover, the service quality should be competitive with the other developed countries in terms of speed, problem serving approach, and ease of use of the website. This is important as it provides and encourages long-term users to use the website frequently and cut-off paper work when the payment process can be made through online. Lastly, the government should do more advertising through radio and television, and organizing workshop in a strategic location in order to create awareness and convenience for problem solving as they are fully focus in providing the best services to its citizens.
Related links:
• http://www.intanbk.intan.my/psimr/articles/Article1%20-%20Full.pdf
• http://www.american.edu/initeb/ym6974a/egovernment.htm#E-Government
•http://www.mait.com/admin/enews_images/MAIT%20Country%20Intelligence%20eNews96_37.pdf
• http://www.archives.go.jp/news/pdf/MrShaidin2.pdf
1 comments:
The use of electronic signatures indeed makes the whole flow process easier and has proved itself in plenty of industries, despite still having some errors and insufficiencies.
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