E-Government

MALAYSIA E-GOVERNMENT JOURNEY
Service Delivery and ICT Transformation in Malaysia Public Sector
1
AGENDA
• INTRODUCTION
• MALAYSIA TRANSFORMATION AGENDA
• MALAYSIA PUBLIC SECTOR ICT STRATEGIC DIRECTION
– Current Demand
– Malaysia Public Sector ICT Strategic Plan (PSISP)
•
•
•
•
GOVERNMENT ICT INITIATIVES
MALAYSIA PUBLIC SECTOR ICT GOVERNANCE
CONCLUSION
INFORMATION SYSTEMS RESEARCH
2
PUBLIC SECTOR ICT OVERVIEW
E-GOVERNMENT IN MSC
SCOPE OF E-GOVERNMENT
INTRODUCTION
3
PUBLIC SECTOR ICT OVERVIEW
• Interdepartmental and
cross-agency online
service
• Converged public/civil
service
• Online
processing of
civil service
• E-payment of
taxes and fees
INTEGRATED
ADMINISTRATION
2011
E-COMMERCE
• E-mail
• Electronic Forms
2005
INTEROPERATION
INTEGRATION, WEB
APPS
Periodic update
of information
1997 ELECTRONIC
DEVELOPMENT
GOVERNMENT
2010
DELIVER SERVICES
THROUGH AN
INTEGRATED AND
CONNECTED
GOVERNMENT
1980 MANAGEMENT
SERVICES AND
PAPERLESS
GOVERNMENT
DIGITAL
TRANSFORMATION
• Online Services
• Gradual Elimination of
Paper
• Digital Document
Management System
• Shared Services
INFORMATION SYSTEM
PUBLIC SECTOR ICT JOURNEY
4
MULTIMEDIA SUPER CORRIDOR (MSC)
MULTIPURPOSE CARD
E-GOVERNMENT VISION
ELECTRONIC GOVERNMENT
SMART SCHOOLS
MSC “FLAGSHIP”
APPLICATIONS
R&D CLUSTER
To transform
administrative process
and service delivery
through the use of IT and
multimedia
TELEHEALTH
TECHNOPRENEUR
DEVELOPMENT
E-Business
BORDERLESS MARKETING
CENTRE
To Leapfrog Malaysia
into the Information
Age
WORLDWIDE
MANUFACTURING WEB
5
7
8
9
SCOPE OF E-GOVERNMENT
GOVERNMENT
BUSINESSES
• 25 Federal Ministries
• 219 Federal
Departments / Federal
Statutory Bodies
• 346 State Departments
/ State Statutory Bodies
• 149 Local Government
Authorities
CITIZENS
10
FOUR PILLARS OF TRANSFORMATION
VISION 2020
MALAYSIA TRANSFORMATION
AGENDA
11
12
MALAYSIA TRANSFORMATION
AGENDA
VISION 2020
Malaysia to become a high-income nation that is
both inclusive and sustainable by 2020.
•
•
•
HIGH INCOME
High Income – Target GNI USD 15K
per capita
Inclusive - Enables all communities to
benefit from the wealth of the
country
Sustainable - Meets present needs
without compromising future
generations
QUALITY
OF LIFE
INCLUSIVE
SUSTAINABLE
“Towards a rich country, for everyone and for a long time” –
DS Idris Jala
13
NATIONAL KEY ECONOMIC AREA (NKEA)
NKEA Communication, Content
and Infrastructure (CCI)
STEERING COMMITTEE (SC)
LEAD MINISTER: YB MINISTER OF
INFORMATION, COMMUNICATION
AND CULTURE
O P E R AT I O N S C O M M I T T E E ( O M )
CHAIRMAN : MALAYSIAN COMMUNICATION
AND MULTIMEDIA COMMISSION CHAIRMAN
14
NKEA CCI: 10 ENTRY POINTS PROJECTS (EPP)
Serving Tomorrow
MY Creative Content
1a
Local content hub to
vitalise creative sector,
reduce dependence on
international
connectivity, and
export content
Pushing Boundaries
2a
2b
1b
Common standards,
platforms and security
protocols to cashless
payment to masses in
Malaysia
Connecting 1MY
1c
Next-generation
services to provide
ubiquitous connectivity
and compelling services
for the Rakyat at home,
in the workplace, and
‘on-the-move’
E-Learning
Integrated approach to
provide access, devices,
and platforms/content/
applications to benefit
the learning Rakyat
3a
E-Healthcare
3b
Networked healthcare
providers to each other
and to their patients to
improve productivity
and information
management
1MY Payment
2c
Enhancing Foundation
3c
Establishing broadband as an
essential service to Malaysians
on par with other utilities, e.g.
water and electricity
Extend Reach
Acceleration and expansion of
broadband coverage in nonurban areas (e.g. to Zone 2 and
Zone 3)
Smart Network
Differentiated pricing to
provide higher quality and
more affordable service, based
on QoS
E-Government
Increasing the
accessibility, speed, and
transparency of
government services
through communications
technology
Broadband for All
3d
Regional Network
Capacity increase of Malaysia’s
submarine cable network to
lower international IP
connectivity costs
15
EPP 8 OVERVIEW: E-GOVERNMENT
2c
Increasing the accessibility, speed, and transparency of government services
E-Counter
Services
Paperless
Government
▪ Towards zero face-to-face: 90% of all
transactions online, remaining 10% eforms
▪ Available on all devices (kiosks, PC,
mobile), at all locations (CBC, PID,
post offices) and at all channels
(government portals and SMEs such
as MyEG etc.)
Digital
Signature
▪ Replacement of paper archives with
digital archives, i.e. document
management system
▪ Gradual elimination of papers in stages,
– Meeting invites, and meeting minutes
– Presentation material
– Internal circulars
– Inter-Ministries/ inter-agency memos
1Malaysia
Account
• Unique official email account and ID,
e.g. <id_no>@1Malaysia.my
• Default and secured, with singlesign-on channel to all government Eservices, e.g. E-Hasil, EPF, license
renewal
• Value-added services (e.g. online bill
payment, public record searches)
Drive convergence of Digital Signature to encourage mass adoption in Malaysia
- made available across E-Counter Services, Paperless Government, 1Malaysia
Accounts
Campaign Significant “marketing campaign” in the country in order to create project
awareness in the public
16
DEMAND
PSISP 2011 - 2015
MALAYSIA PUBLIC SECTOR ICT
STRATEGIC DIRECTION
17
CURRENT DEMAND FOR PUBLIC SECTOR ICT SERVICES
7 NKRA
GTP
DIGITAL
MALAYSIA
NEM
8 SRI
DEMAND
•
•
Streamline ICT
Architecture
Consolidation of
ICT Infrastructure
RMKe-10
ETP
13 NKEA
131 EPP
18
NKEA CCI EPP E-GOVERNMENT
KEY INITIATIVES
E-Counter
Paperless
Government
1MY Account
EXPECTED OUTCOMES
• Availability:
- 2012: 50% of services available online
- 2015: 90% of services available online
- 2020: 90% of services available online, 10%
e-forms
• Usage:
- 2012: 50% of total transactions online
- 2015: 90% of total transactions online
- 2020: 90% of total transactions online, 10%
e-forms
• By 2011: Digital document management system
established
• By 2012: 70% of intra-government
letters/memos, invitations, circulars and
meeting minutes online
• By 2012: 90% of meeting invites online
• Establishment:
- 2012: 50% of all 18-above have account
- 2015: 100% of all 18-above have account
• Usage of Value Added Services:
- 2012: 15% of registered users
- 2015: 30% of registered users
- 2020: 50% of registered users
REVENUES
Total = RM211M
GNI, JOBS, CAPEX,
OPS TARGETS
Common Targets
1.Maintenance
2.Incremental Storage
3.Managed Lifestyle
4.Additional Broadband
Subscription & Mobile
Data
5.Info Government
6.Downloading Services,
National Archives and
e-Library
7.Transaction Fees (paid
for transaction over
online, mobile, kiosks)
GNI
RM1.1 billion
Jobs
1,000
CAPEX
RM 484 Mil
Operational KPI/Targets
% Online Services
= 25%
% Online Transactions
= 25%
% Pop >18yrs has 1MY
Email = 30%
8.Kiosk Connectivity
19
NKEA BUSINESS SERVICES – EPP2-1: GOVERNMENT SHARED SERVICES
Growth Levers
1
Reach critical
scale
Increase global
awareness
Enhance
Impact
Initiatives
Set up centralised government shared services centre
– include study on non core ICT business processes
2
Facilitate discussions between GLCs and outsourcing
providers
3
Introduce policy incentives to encourage M&A
4
Increase dedicated sales representation in target markets
5
Run trade missions to target markets
6
Launch global marketing campaign in target markets
USD2.1 bn
Additional jobs in 2020
7
Subsidise certification programmes for companies and
professionals
8
Benchmark companies to increase transparency and
foster competitiveness
credibility
Additional GNI in 2020
43,000
Private
investment
(2010-2020)
Public
investment
(2010-2020)
USD661 m
USD52 m
20
NEM Strategic Reform Initiative: Public Service Delivery
Real-time performance Monitoring
Service counter
SMS Channel for
feedback rating
+
Electronic Channel
Touchscreen at Counter
Please rate our
service
1
2
3
4
5
Excellent
Poor
21
PUBLIC SECTOR ICT STRATEGIC PLAN 2011 - 2015
The Malaysian Public Sector ICT Strategic Plan is to accelerate the innovative
utilisation and development of ICT in readiness for the ever changing service
landscape facing the public sector.
VISION
Pervasive use of ICT towards a citizen centric and wholeof-Government Approach Public Service
MISSION
To provide seamless online services to the citizens, business
and government through a connected public service
Powering Public
Sector Digital
Transformation
22
PSISP 2011 - 2015: PROGRAMS & TARGETS
5 PROGRAMS
6 POLICY TARGETS
1. Enhance Service Delivery
1. Towards ‘zero’ face to face service delivery
2. Enhance Capacity and
Capability
2. Towards paperless Government
3. Enhance Performance
Measurement Capability
4. Cross Agency collaboration towards seamless
services
4. Connected Government
5. Government Shared Services
5. Sustainable and Resilient ICT
6. Skills and Expertise internalisation of Public Sector
ICT Personnel
3. Inculcating information sharing and interoperability
23
STRATEGIC APPROACH
PSISP STRATEGIC FRAMEWORK
24
PUBLIC SECTOR ICT BLUEPRINT
Enhancing Information
Sharing
Information
Architecture
To achieve a whole-ofgovernment by providing
connected service
delivery
Improving ICT
Governance
ICT
Governance
To strengthen the ICT governance
structure to support and align
with the national strategic
priorities and initiatives by
creating a more responsive
governance environment to
improve speed of decision
making and delivery
Managing Knowledge
Effectively
Knowledge
Management
To improve service delivery and
decision making through an
informed knowledge
environment
Strengthening the
Infrastructure
Infrastructure
Architecture
To increase public sector
productivity, add value and
improve efficiencies through a
whole-of-government
approach on ICT
infrastructure
25
CURRENT SCENARIO
ICT INITIATIVES
GOVERNMENT ICT INITIATIVES
26
CURRENT SCENARIO
UNITED NATIONS E-GOVERNMENT SURVEY 2010
57.6% broadband
household
penetration rate
12
Mobile penetration
rate of 119.2% as
of Q2 2011
27
3 MAJOR FINDINGS: Online and e-counter services
1
2
3
Government Services: 65% manual
Government Services: 35% online
Paperless Government: 90% manual
*as of April 2011
EPP8 TARGET
2012: 50% online
2012: 50% of total transaction online
2012: 90% meeting invites online
2012: 70% letters, circulars, minutes online
28
3 MAJOR FINDINGS: Data centres and network
1
Disparate Network
Services and
Connectivity
• 65% sites with multiple
links
• 87% sites with less than
than 2Mbps bandwidth
*as of April 2011
2
3
Disparate Data
Centres and DRC
• 22% of agencies have DC
• Total - 393 DC
• 94% owned where 11%
tiered and 89%
unclassified
• 6% outsourced
• 4% of agencies have DRC
• Total – 32
• 43% owned and 57%
outsourced
• DC Floor Space estimated
at 306,934 psf
Inefficient ICT
Infrastructure
Management
• 19% has value added services
(VAS)
• 19 agencies have more than
one DC
• 41% DC has no SOP
• 33% of DC floor space are not
utilised
29
CURRENT SCENARIO
37%
Government services
are available online
57% PTPTN loan
Government online
transactions have
increased by 117%
1,840 mySMS
services with 14.6
mil. hits
ePayment services
implementation
increased by 260%
1,380 renewal
2.3 mil online
repayment are paid via passport application e-Filing transactions
online
via online
Government online
transactions 111.5
mil.
8,800
Government’s
premises connected
to 1Gov*Net
DBP - highest usage
with 33.8 mil.
driving licenses
transactions
online transactions
30
87,904 online
GOVERNMENT WIDE COMMON
SYSTEMS
GOE
HRMIS
PMS
eCourts
eProcurement
eServices
COMPLETED
AND ROLLED
OUT
eSyariah
eLand
GFMAS
eSPKB
JobsMalaysia
31
AGENCY SPECIFIC SYSTEMS
Numerous agency-specific applications
enhancing back-end operations, improving
public-facing service delivery
FRONT END SYSTEMS
Shorter processing time
Land Application and
Monitoring System
(LAMS)
PDRM - Traffic
Compound Online
Payment System
(COPS)
RTD - Vehicle and
Driver Information
System (SIKAP)
JIM - Immigration
Control System
LHDN - E-Filing
(Income Tax
System)
JIM - Passport and
Travel Document
System
BACK END SYSTEMS
Improved agencies’
operational functions
Standard Accounting System for
Govt Agencies (SAGA)
NRD - Agency Link Up System
(ALIS)
NRD - National Population
Record System (SIREN)
32
Revenue collection systems
SINGLE GATEWAY TO PUBLIC
SERVICE PORTAL
www.malaysia.gov.my
Websites across Federal, State and
Local Authorities
MyGovernment Portal
• Citizen-Centric & Business
Community Portal
• Single access to multiple
communities
33
SINGLE GATEWAY TO SMS SERVICES
Hassle Free Services for People On
The Move
The use of a single SMS number to access government services (SMS services)
Information on Demand (IOD)
Document on Demand (DOD)
SERVICES
SMS Broadcast
SMS Complaint
34
E-PAYMENT
Government Online Payment at Your
Convenience
35
myForms
One Stop Center for Government
Forms
36
MOBILE GOVERNMENT (myMobile)
Mobile Payment
Mobile Application
Mobile Enquiry
Complaint Facilities
Unstructured Supplementary
Service Data (USSD)
Multimedia Messaging
Service (MMS)
37
EPP E-GOVERNMENT PROJECTS
myMesyuarat
Service Intelligence (SI)
ePBT Online
National Single
Window (NSW)
National
Phytosanitary
Certification
System (NPCS)
and eCert
E-Rating
Government Risk and
Compliance Scorecard
(myGRiC)
Perkongsian Maklumat
Perguruan
Portal JPW
Sistem Maklumat
& Pendaftaran
OKU (SMOKU)
MyResearch
Putra WiFi
Digital Document
Management System
(DDMS)
Sistem Pengurusan
Perkahwinan Islam Malaysia
(SPPIM) dan E-Halal
e-Registration for
Private Education
38
GOVERNMENT
NETWORK (1Gov*Net)
INTERNET
10Gbps
Government Integrated
Telecommunication
Network
(1Gov*Net)
 Integrated and Secured
Network
 Managed Centrally 24x7
 11,000 premises
connected with
minimum 2Mbps by
2015
10Gbps
PCN
INTERNET
39
GOVERNMENT CLOUD (1GovCloud)
2
GDC2: Outsourced
Data Centre
• DRC for GDC1
• Provide data center
facilities and hosting
services (IaaS) to 47
government
agencies
• Provide Microsoft
and Open Source
Platform (PaaS) to
Public Sector ICT
Developers
1
GDC1: MAMPU
Putrajaya/Cyberjaya
•Provide data center
facilities and hosting
services (IaaS) to 30
government agencies.
•Provide Platform as a
Service (PaaS):
3
Software as a Service (SaaS)
• Consolidated unified communication for
200,000 users in the Public Sector
• myMesyuarat
• Service Intelligence
• Digital Document Management System
 MyGovXchange:
payment gateway
service to 28 agencies to
support online service
delivery
 MyGovernment Portal:
web service to 60
agencies.
40
ICT SECURITY INITIATIVES
ISMS
Information Security
Management System
Office of the
Prime Minister
ISCS
Information Security
Compliance Scorecard
41
GOVERNMENT REGIONAL ELECTRONIC ADVANCEMENT
TRANSFORMATION (G.R.E.A.T)
 Integrated online services
 No Wrong Door approach
 Malaysia Online Services
Portal (MOSP) with a
single sign-on feature
42
ENTREPRISE ARCHITECTURE
43
44
45
OPEN DATA
46
47
48
49
SERVICE INTELLIGENCE
A mechanism to measure, evaluate and monitor of KPIs from
the perspective of people, process and technology
BI AS SHARED SERVICES
-
myPrestasi
myStar
myPROFIT
RPM
 Diagnostic
 Intervention
 Pre-emptive
50
GOVERNMENT AND SOCIAL MEDIA
15% agencies
are using 256
social media
channels
51
LEGAL FRAMEWORK
Standards
and
Guidelines
Government
Circulars
Electronic
Government
Activities Act 2007
(EGAA)
ACTS and CIRCULARS to support the
ICT Initiatives
Digital
Signature
Act 1997
To Support
ICT Initiatives
Copyright
(Amendment)
Act 1997
Computer
Crimes Act
1997
Telemedicine
Act 1997
Communications
& Multimedia Act
1998
52
MALAYSIA PUBLIC SECTOR ICT
GOVERNANCE
53
MALAYSIA PUBLIC SECTOR ICT GOVERNANCE
NATIONAL IT COUNCIL
(NITC)
STATE ICT COUNCIL (SIC)
Implementation Council
Meeting (ICM)
PANEL 3P
JITIK
PEMUDAH
Policy, Strategy &
Planning
JKJ
Coordination &
Monitoring
EGCOM
Flagship Coordination
Committee (FCC)
JLICT
JTICT
ICON
Operation
Community Projects
Steering Committee
Smart Partnership
Committee
Agency ICT Steering
Committee
ICT Consultant
Committee
EG Steering Committee
Public Sector Data
Dictionary Committee
ICT Security
Committee
ICT Personnel
Advisory Panel
Public Sector ICT
Managers Forum
Public Sector ICT Security
Officers Forum
Public Sector CIO
Council
Public Sector ICT
Experts Steering
Committee
Government Integrated
Telecommunications
Network (GITN) Steering
Committee
Public Sector ICT Experts
Technical Committee
GCIO AND CIO IN MALAYSIA PUBLIC SECTOR
GITIC
GCIO
CIO
MINISTRY/AGENCIES
GCIO OFFICE
(MAMPU)
Support GCIO in term of:
• Strategic planning and leadership;
• Architecture and Business Analysis;
• Communication and Engagement; and
• ICT system delivery innovation
CONCLUSION
56
CHALLENGES
Managing
expectation
• PEOPLE
• PROCESS
• TECHNOLOGY
Managing
technology
Work culture
challenges
Uniformity
and
consistency
Inter
agencies
collaboration
National
competitiveness
57
ICT IN THE PUBLIC SECTOR: Need to evolve our skills and capability in order to
become a trusted service provider and advisor to the business. One that can balance
the demands and opportunities for both ICT and the business as well as identifying
opportunities using an end-to-end view of the supply chains across Public Sector and
external organisation – which will improve strategic investment alignment.
Public Sector Strategic
Technology Assets
Delivery
Partnership
Public Sector ICT Assets
Sustaining Demand
Consistency
Local business
needs to
sustain
national
strategy
Alignment
58
Public Sector ICT Assets Sustaining Demand
IT investment aligned to
business strategic goals and IT
operational integrity
Projects deliver business value
(KPIs) on time and on budget
Applications Management
through strategic service delivery
partners with standard processes
Operational Integrity
with efficient, lights on
processes
Right People with the Right Skills in the Right Roles
Develop a capability pipeline to meet the changing need of the business
59
INFORMATION SYSTEMS RESEARCH
60
Information Systems Research Capsules: Directions for New Scholars, Altschuller et. al., (2004)
How is e-Government Research Different from Traditional IS Research?, Scholl (2005)
E-GOV RESEARCH DOMAIN
65
A Systematic Review of e-Government Research in Developing Countries. Alryalat et al. (2012)
A Systematic Review of e-Government Research in Developing Countries. Alryalat et al. (2012)
A Systematic Review of e-Government Research in Developing Countries. Alryalat et al. (2012)
RESEARCH FRAMEWORK/ THEMES
69
MIT 90’s belongs among the critical success factors models. The framework
was developed by the team, led by Michael S. Scott Morton at the
Massachusetts Institute of Technology
Trend of e-Government Research. Contextualization and Research Opportunities. Manuel Pedro Rodriguez
Bolivar et al (2010)
Trendrr
Trend of e-Government Research. Contextualization and Research Opportunities. Manuel Pedro
Rodriguez Bolivar et al (2010)
RESEARCH METHODOLOGY
73
MODELS/ THEORETICAL
FRAMEWORK
75
The Garbage Can Model
• The garbage can model is based on the
assumption that decision making is sloppy
and haphazard. Decisions result from an
interaction between four independent
streams of events: problems, solutions,
participants, and choice opportunities.
76
The Garbage Can Model Case
found evidence of decision making by flight and oversight, occurring in decision situations
characterized by ambiguous goals, unclear methods, and fluid participation.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Goals and processes were unclear and problematic:
What is to be the future of the speech program?
Program shrinking, senior faculty left, no tenured faculty, no research
Ad hoc discussions between associate dean and speech faculty
Participation was fluid:
Leadership changes: Dean of college, Associate Dean, Chair of department
Movement of faculty (retirement, resignation, transfers, deaths, ...)
Movement of students (eliminated undergarduate speech program, transferred ESL program
Decision making by flight:
Many faculty left the department (retirement, transfers, death, ...)
Many parts of the speech program transferred to other departments
Decision making by oversight:
New associate dean reviewing contract renewal, recommended closing of program
Decision to discontinue the Department of Speech was finally made in response to a different problem:
university was under pressure "to find ways of saving money in the university budget"
Decision quickly accepted by the Dean and university Provost
The Garbage Can Model Case
Structuration Theory
Viable System Model
Viable System Model
The Knowledge Value Chain
84
Summary
History does not repeat itself; it is people that repeats history
- Anonymous
THANK YOU
86