E-Government in Malaysia: Its Implementation so far and citizen's Adoption Strategies

E-Government, a short form for electronic government, can also know as e-gov, digital government, and online government. In nowadays, the popularity forevery household that owns a computer or laptop has been increase significantly. Range or age for internet users is no longer limit for working group or adults.Even a 9 years old kid also knows how to use internet network. Due to the advance and improvement ofinternet network, our livingstyle started to change into the world of internet. With just one click one hand, we are able perform a lot of tasks by just staying in home.

The function of E-Government is to provide government services to citizens so that they can access and get the latest government information and issues. E-Government not only the spectrum of government operations, it also includes citizen-government,business-government, and government-government transactions.

Since the initiation of Multimedia Super Corridor (MSC), Malaysian government started the implementation of E-Government. Multimedia Super Corridor is Malaysia's most exciting initiative for the global information and communication techonology (ICT) industry. So far, E-Government in Malaysia was implementing few projects, the projects are as follow:

Generic Office Environment (GOE)

Introduce a fully integrated, distributed and scalable office environment that leverages use of multimedia information technology. This project will lead to a efficient communication and make sure right information will deliver at right place, right people, and a right time, There will be three phases which are Pilot Phase, Operational Phase and Rollout Phase.

Electronic Procurement (eP) Project

The aim is to re-engineer, automate, and transform current procurement system. This implementation will help in time and money savings while encourage suppliers to go for electronic systems. This eP project had introduced the www.eperolehan.com.my, suppliers can access to the website to obtain tender documents and submit bids through internet. For those conservative suppliers that worry about security issues, the system was equipped with smartcards in order for them to transact with the ePerolehan system. In addition, suppliers also can present their products, receive, manage and process purchase orders, and receive payment from government agencies through ePerolehan.

Human Resource Management Information System (HRMIS)

One of the E-Government projects that provide single interface for government employees to perform human resource functions effectively and efficiently. Besides, all human resource processes for federal, state, statutory body, and local authority services will be standardize and improve. This project by government is support by the Public Service Department (PSD).

Project Monitoring System (PMS)

This project objective is to create a mechanism to monitor project implementation throughout various government agencies and statutory bodies. PMS also offer stage so that can exchange ideas and make best practices models as an illustration in information management and communication services. There will be three services under PMS, which are Application Services, Data Services, and Communication Services.

Electronic Services Directory (eServices)

The coming project under Electronic Services Directory will be Electronic Services Delivery. The success of implementation of this project will bring benefits to citizens. As citizens of Malaysia will able to engage in transactions with government and utilities payments such as telephone and electricity bill, police summons, Road and Transport Department (RTD) service and others. Citizens of Malaysia can use the eServices by access to the Internet and kiosk machines. Under the eServices project, it will break down to three phases which are utility bill payment services, opportunity to extend the rollout, and lastly the development of vehicle registration and licensing which is currently still in progress.

Electronic Labor Exchange (ELX)

The aim of this project is to improve the mobilization of human resources and optimize work force utilization through systematic matching of job seekers to job vacancies. This will further reduce the unemployment rate and boost up the economy in Malaysia.

E-Syariah

To improve the quality of service in Syariah courts. The purpose is to enhance the Islamic Affairs Department to maintain a better monitoring and co-ordination of its 102 Syariah courts. The applications that available are such as Syariah Court Case Management System, Office Automation System, E-Syariah Portal, Syarie Lawyers Registration System and Library Management System.

Citizen's Adoption Strategies:

Government has plan to improve the quality in order to provide Malaysia’s citizens the better services. Followings are the challenges faced by government:

Customer Satisfaction - A higher level of customer satisfaction will increase the rate of e-Government adoption. Satisfaction can be measured in term of quality and quantity and information availability.

Services quality - Higher quality of service will lead to higher levels of customer satisfaction and thus can increase the use of e-government services. Quality refers to content provided, speed of the response to the citizens concerns with problem solving approach as well as the availability of names.

Website design - Webpage design must be user friendly. Personalization of websites, customization of product offerings, and self-care are the three key features that could be used not only to build relationship with the visitors, but also to enhance their experience.

References:

http://www.google.com.my/search?hl=en&cr=countryMY&defl=en&q=define:E-Government&ei=6hpXSujBFI_IsQOW5530AQ&sa=X&oi=glossary_definition&ct=title

http://www.pelanduk.com/detail.cfm?ID=513

http://www.intanbk.intan.my/psimr/articles/Article1%20-%20Full.pdf

http://www.expat.com.my/Multimedia%20Super%20Corridor%20MSC%20Malaysia.htm