Introductions Malaysia has undergone radical social, economic and political development over the last four decades.

The ICT industry offers the ability to improve access to a wide range of sectors including education, government, commercial and health services via the Internet and broadcast media.

Commitment given by the Government to the MSC Status Companies can be seen through the 10 point Bill of Guarantees.

Current Malaysian initiatives for IT development, like manufacturing industrial projects, are encouraged through private investments; in particular foreign multinationals.

LECTURE 009

e-Government & e-Governance

Introductions The e-Government initiatives are to improve internal efficiency and also deliver citizen services. Electronic Procurement and Electronic Services are examples of e-government delivery of services for the public.

e-governance is the use of ICT by different actors of the society with the aim to improve their access to information and to build their capacities.

E-Governance is the public sector’s use of information and communication technologies with the aim of improving information and service delivery, encouraging citizen participation in the decision-making process and making government more accountable, transparent and effective.

ICT in Government

Major findings on global trends of eGovernment

Access to both ICT & education infrastructure remains limited in developing countries, thus hampering eGovernment initiatives.

eGovernment advances are diminishing eGovernment leaders are reaping tangible

savings Promoting take-up is priority, but the

challenge remains The Integration challenge is changing Personalization is emerging Advanced countries are moving towards

eGovernance

Leaders are reaping the benefits and moving towards eGovernance

eGovernance sets the outcomes of eGovernment experienced by those at the receiving end. The key differences are shown below:

eGovernance Framework The future of government moves towards focusing on regulatory and policy making and eGovernance

eGovernance Framework eGovernance can be seen as a natural evolution of

eGovernment. As the public gets used to electronic services delivery, the government tend to become more open and the public tend to demand greater participation in government affairs

egovernance

egovernance

Continues ….. E-government changes how government works E-government focuses on people E-government means better service E-government means better value E-government affects all government organizations

Collaboration is key E-government is about delivering results, not technology.

Public officials need to understand technology

The E-government Unit has a role Government agencies have a role: plan, prepare, participate

eGovernment in MSC Next Leap

The Malaysian Experience –MSC Vision & Milestones

Continues ….. “We have introduced many changes to the administrative system. If previously we cooperated less with the private sector, today we consider the public and private sectors as a team that works together to develop the country”

(Tun Dr Mahathir Mohamad, 30 April 1993)

e-Government e-Gov is helping to transform public services, supporting local government in their aim of achieving full electronic delivery of priority services in ways which put the customer first.;

e-government can help transform local services and the organizations that deliver them. It offers huge opportunities for service improvement – and huge challenges around the management of change;

Continues …. e-Government applications in Malaysia, can be divided into two categories: 1.The first category is of e-Government flagship, and this was the synopsis of realization of Multimedia Super Corridor. Under the flagship, there are a series of applications. To name a few, they are Electronic Procurement, Project Monitoring System, Human Resource Management Information System (HRMIS), etc.

2.The other category of e-Government applications is agency-led projects. Some of the examples are e-Tanah and e-Courts. e-Tanah for example is spearheaded by the Ministry of Natural Resources and Environment and it is an e-Government application.

Continues … e-Government (a portmanteau of electronic government, also known as e-gov, digital government, online government or in a certain context transformational government) refers to government’s use of ICT to exchange information and services with citizens, businesses, and other arms of government. e-Government may be applied by legislature, judiciary, or administration, in order to improve internal efficiency, the delivery of public services, or processes of democratic governance. The primary delivery models are Government-to-Citizen or Government-to-Customer (G2C), Government-to-Business (G2B) and Government-to-Government (G2G). The most important anticipated benefits of e-government include improved efficiency, convenience, and better accessibility of public services.

Continues …. While e-government is often thought of as "online government" or "Internet-based government"—many non-Internet based "electronic government" technologies can be used, including telephone, fax, PDA, SMS text messaging, MMS, and 3G, GPRS,WiFi,WiMAX and Bluetooth.

Other technologies can include CCTV, tracking systems, RIFD, biometric identification, road traffic management and regulatory enforcement, identity cards, smart cards and other NFCapplications; polling station technology (where non-online e-voting is being considered), TV and radio-based delivery of government services, email,online comunity facilities, newsgroups and electronic mailing lists, online chat, and instant meaasging technologies.

There are also some technology-specific sub-categories of e-government, such as m-government (mobile government), u-government (ubiquitous government), and g-government (GIS/GPS applications for e-government).

E-Government Flagship Application E-Syariah Project Monitoring System E-Services Generic Office Environment Human Resource Management Information System

Electronic Procurement GOVERNMENT Electronic Labour Exchange

Key Changes There are many considerations and potential implications of implementing and designing e-government, including disintermediation of the government and its citizens, impacts on economic, social, and political factors, and disturbances to the status quo in these areas.

In countries such as the United Kingdom, there is interest in using electronic government to re-engage citizens with the political process. In particular, this has taken the form of experiments with electronic voting, aiming to increase voter turnout by making voting easy.

Continues …. CYBERVOTE – for e-voting. e-voting is

increasingly being used to support administrations across Europe. e.g. trial in France, Germany and Sweden. Electronic voting (also known as e-voting) is a term encompassing several different types of voting. Electronic voting can include kiosks, the Internet, telephones, punch cards, and marksense or optical scan ballots.

E-MUNIS - Improving the municipal information flow: The introduction of electronic information systems proves to greatly reduce the time people need to renew permits and licenses and allow effective communication with the citizens

E-POLL - E-polling gets underway: Field tests with an innovative form of voting, using smartcard technology, has been successfully concluded. The system includes a secure voter recognition system, a special kiosk and secure storage of encrypted ballots

Continues ….4.) SMARTGOV - Easier online transactions

for e-government: SMARTGOV reports successful trials with ICT technologies that helps to improve the quality of public services over the Internet

5.) Virtual community: virtual community or online community is a group of people that primarily or initially communicates or interacts via the Internet. The dawn of the “information age" found groups communicating electronically rather than face to face. A "Computer-mediated community" (CMC) uses social software to regulate the activities of participants. An online community such as one responsible for collaboratively producing open source software is sometimes called a development comunity. Significant socio-technical change has resulted from the proliferation of Internet-based social networks.

e-Courts The e-Courts facilitate the electronic filing of applications, arguments and submission of evidence and documents. The effectiveness of a judicial system is measured by its capacity to provide a timely and suitable justice to the victim. Various countries around the world are experimenting with the e-Courts. Singapore has achieved remarkable success in the e-Courts initiative. The objective of the e-Courts project is to revolutionize the application of justice by making the whole process of justice available for twenty-four hours a day, seven days a week. It is a new way of managing juridical knowledge with integrity, quality and faster distribution of information, making the access to justice easier and speeding up the whole judgment process. Given the scope and size of the initiative, some amendments to legislation would be required. In order to guarantee security and privacy to the stakeholders, the technology should be chosen carefully.

Government’s Roles in ICT Development in the New Economy

Government’s Roles in ICT Development

1. Promote and build a local ICT industry

2. Prioritize manpower development3. Set ICT vision and direction4. Develop ICT Infra & Info structure5. Stimulate macroeconomic environment6. Major buyer of ICT solutions&

services

Why e-government? E-government delivers better results by

adapting government to the environment of the information age and the Internet.

1. Improves Public Management - Today, the Government wants agencies

to deliver 'outcomes' as well as outputs, and achieve better results for people. This will involve agencies working more effectively across their traditional boundaries and collaborating with other agencies, stakeholders and their customers.

2. Publics Trust Is a challenge ahead in making sure that

people feel safe about using the Internet, and e-government.

Continues ….3. Beneficiary to Business E-government is not good just for citizens – business benefits too. Above all, business would welcome lower compliance costs.

4. Community and Voluntary Sector E-government is seen by many parts of the community and voluntary sector as a desirable addition to the existing channels for accessing and delivering government information and services. There are, however, valid concerns that, if developed unwisely, e-government could create inequities in public access and service delivery; compromise privacy and security of personal information; and load additional costs on to the sector.

Benefits1. Convenience and Satisfaction Services provided anytime, anyhow, anywherePeople will have a choice of channels to government information and services that are convenient, easy to use and deliver what is wanted.

2. Integration and Efficiency Services that are integrated, customer-centric and efficientInformation and services will be integrated, packaged, and presented to minimize cost and improve results for people, businesses, and providers.

3.Participation Participation in governmentPeople will be better informed and better able to participate in government.

Continues ….5. Transformation The Internet, and its associated technologies and

business models, is profoundly affecting the way government, business and people interact. Government is adapting to this new environment in a way that will eventually transform how it operates. The design and delivery of services is already changing to meet the changing needs of Malaysians..

To be successful in this new environment agencies will need to work together more effectively, sharing resources and integrating their services. People and businesses will have a better, more consistent experience of government if agencies work together. This approach will also help reduce the costs of delivering services online and through other channels.

6. A 'service delivery architecture' underpins the transformation

For agencies to work together in the new e-government environment and successfully bring about this transformation they need a common design framework or architecture for service delivery using information technology.

Benefits Better services - more convenient and reliable, with lower compliance costs, higher quality and value;

Cost effectiveness and efficiency - cheaper, better information and services for customers, and better value for taxpayers;

Improved reputation - building an image of MALAYSIA as a modern nation, an attractive location for people and business;

Greater participation by people in government - making it easier for those who wish to contribute; and

Leadership - supporting the knowledge society through public sector innovation

Major Issues & Challenges for Malaysia’s eGovernment

Despite early leadership, Malaysia’s eGovernment initiatives face major challenges in moving to higher level of maturity and impact. Major factors include:1. Lack of broadband infrastructure hindered

rollout2. Low usage of MyKad beyond identity

functions3. Slow adoption of E-Government applications

due to lack of integration and insufficient engagement of key stakeholders (especially users and citizens)

4. Implementation of Telehealth did not succeed due to inadequate change management and inappropriate “Build Own Operate” (BOO) business model

(Source: MDC, MSCTC)

Summary Major trends in eGovernment indicate a strong shift towards customer & citizen centric.

eGovernance is beyond eGovernment. eGovernment looks at services delivery whereas eGovernance focuses on the results or the outcomes of the services delivered.

eGovernance involves greater involvement of constituents, more transparent processes and higher accountability.

Increasing adoption and usage of ICT remains a challenge and a priority

Malaysia & MSC initiatives have learnt from Phase I experiences and are now moving to the next level of maturity, including e-governance

Still plenty of opportunities for smart governments, smart businesses, and smart citizens.