E-Government in Malaysia: Its implementation so far and citizen’s adoption strategies.

What is E-government and how far is its implementation?

E-Government, also known as e-gov, digital government, online government refers to the use of internet technology as a platform for exchanging information, providing services and transacting with citizens, businesses, and other arms of government. E-government is one of the seven MSC flagship launched in Malaysia. Current application of e-government implemented in Malaysia included e-Filing, renewing road tax and driving license online, KWSP’s i-Akaun, E-Perolehan, employment opportunities and more. The vision of government to launch e-government services is to focuses on effectively and efficiently delivering services from the government to the people of Malaysia, enabling the government to become more responsive to the needs of its citizens. It also provides citizens and organizations with more convenient access.

The 7 pilot projects of the Electronic Government Flagship Application that has been implementing so far are:

1. Project Monitoring System (SPP II)

2. Human Resource Management

Information System (HRMIS)

3. Generic Office Environment (GOE)

4. Electronic Procurement (EP)

5. Electronic Services (E-Services)

6. Electronic Labour Exchange (ELX)

7. E-Syariah

The myGovernment Portal had been established and acts as the one-stop source of Malaysian government information and services for the citizens. This website serves different categories of users ranging from citizens, business, governments, and non-citizens. Besides, it also provides the pathway for its users to make enquiry, get the information of government job vacancies, complaints about their dissatisfaction and so on.

Common problems encountered by consumers:

• Many citizens in Malaysia are reluctant to transact or utilize the applications of e-Government through internet due to the risk of inaccurate data transferred, potential fraudulent, phishing, and stolen of privacy data and so on.
• Many consumers do not know how to use the services provided as there is no manual guide which could assist them in the way transacting over internet.
• Public are not aware of the e-Government services provided as there is lack of extensive advertisements and promotions regarding the services. Most of them still using the traditional method especially those computer illiterate.
• Do not have the accessibility over internet due to the digital divide especially those in rural area or poor families that do not posses internet access at home

Strategies to encourage more residences to use e-Government applications

• Increase the awareness the of e-Government application by publishing and advertising publicly. (e.g. provide user manual guide, advertise on promotion board/television, setting up help desks and so on.
• Increase citizens and businesses units’ willingness to adopt and utilize these services by educate and introduce the functions of e-Government on how to use the services provided. (e.g. renew driving license)
• Enhance security and confidence of the existing and potential citizens by constantly maintaining the server and keep upgrading the safety issues arisen through advance technology and law governance.
• Set up kiosks at public area such as shopping complex, government agencies which will increase the users’ accessibility.