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 development
3. Set ICT vision and direction
4. Develop ICT Infra & Info structure
5. Stimulate macroeconomic environment
6. 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.
 Benefits
1. Convenience and Satisfaction
 Services provided anytime, anyhow, anywhere
People 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 efficient
Information and services will be integrated, packaged, and
presented to minimize cost and improve results for people,
businesses, and providers.
3.Participation
 Participation in government
People 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 rollout
2. Low usage of MyKad beyond identity functions
3. 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.