Prime Minister’s Department Joint Working Group (JWG) - Public Administration and Governance Malaysia-India (New Delhi 26-29 Aug 2014) DELIVERING GOVERNMENT SERVICES THROUGH ICT MALAYSIA Ladies & Gentleman Very good morning to tparticipants of IT Utilization for Social Problems. Fisstly I will like to thanks CICC as the organizer of this conference for giving the opportunity for me and my fellow speakear Ms zaiha to share the current ICT policy and initiatives in Malaysia with other participating countries. We are representing MAMPU, a unit from Prime Ministers Depatment t in Malaysia hat plan. , develop and coordinate ICT policy and implementation of public sector. The background picture of this slide is the Prime Minister department Building in Putrajaya. My paper will focus on the ICT Policy and initiatives in Malaysia in Delivering Government services through ICT.. Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) , Prime Minister’s Department Malaysia

CONTENT ICT VISION ICT STRATEGY & DIRECTION ICT IMPLEMENTATION MOVING FORWARD The content of my presentaion will comprise of: ICT vision and direction, ICT policy & legislation, The implementation of Ict initiatives ; and The way forward

PUBLIC SECTOR ICT VISION PUBLIC SECTOR ICT VISION Towards Quality Public Service Delivery through use of ICT and Multimedia VISION Efficient and Effective Online Service Streamlining internal process and change work habit’s Connect agencies through secured communication network. The PUBLIC SECTOR ICT VISION is towards Quality Public Service Delivery through use of ICT and Multimedia The Objective is to: Efficient and Effective Online Service Streamlining internal process and change work habit’s Connect agencies through secured communication network. OBJECTIVE

MALAYSIAN PUBLIC SECTOR ICT STRATEGIC PLAN (2003-2010) Strategic thrust to address the gaps in the current environment Public Sector’s ICT Vision Increase cohesiveness within the back-office functions through integration of internal processes Improve service delivery through increased public facing and cross agency initiatives Users 2 Businesses Government Employee Citizens 1 SMS WAP Web IVR Phone Counter Fax Enhance the infrastructure to support on-going and future ICT initiatives Gateway Facilitate sharing of knowledge and experience by capturing information across government 4 Community Applications Enterprise Wide Applications 3 Develop ICT skills in the Public Sector and encourage an e-enabling culture The strategic thrust in Public Sector ISP is towards: Improve service delivery through increased public facing and cross agency initiatives Increase cohesiveness within the back-office functions through integration of internal processes Facilitate sharing of knowledge and experience by capturing information across government Enhance the infrastructure to support on-going and future ICT initiatives Strengthen the current ICT governance framework to further improve coordination of ICT programmes Develop ICT skills in the Public Sector and encourage an e-enabling culture Continuously develop policies to encourage electronic transactions Agency Specific Applications 6 Strengthen the current ICT governance framework to further improve coordination of ICT programmes Knowledge Bank Continuously develop policies to encourage electronic transactions 5 Enabling Environment 7 Leadership & Coordination People & Culture Policy / Legislation Infrastructure & Standards

ICT POLICY PUBLIC SECTOR ICT POLICY Strategic Plan Governance Application Security Public Sector ICT Policy comprises many areas: (i) Strategic Plan - Guideline on developing ICT Strategic Plan, EG Blueprint (ii) Governance – ICT Governance Structure, (iii) Application – Meta data - , EGIT,Data Dictionary,Guideline on Portal, Interoperability Guide, Blueprint on Social e-Service,Blueprint e-Learning (iv) Security - Government ICT Security Policy Framework, , Malaysian Public Sector ICT Management Security Handbook (v) Infrastucture - Network Policy, Establishing A Call Center,Channel Guide (vi) Procurement – It Outsourcing Policy, Guideline on ICT Project Procurement Procurement PUBLIC SECTOR ICT POLICY Infrastructure

PUBLIC SECTOR ICT DIRECTION PUBLIC SECTOR ICT DIRECTION Delivering Services Through an Integrated and Connected Government 2010 2005 System Integration Web Applications COMPUTERISATION PROGRAMMES IN PUBLIC SECTOR 1997 Electronic Government (G2C, G2B, Internet, Intranet) COMPUTERISATION PROGRAMS In Public Sector begin 1970 - data Processing 1980 – Management Information System 1997 -Electronic Government (G2C,G2B, Internet, Intranet) 2005 -System Integration ,Web Applications 2010 - Delivering Services Through an Integrated and Connected Government Management Information System 1980 Data Processing 1970

Spectrum of Public Sector Services Citizens Business communities Government employees Aids to poor community -eKasih – Online Job application -JobsMalaysia Online income tax assessment- eFiling Online payment for various services Checking exam results – secondary schools, institution of higher learning App. of loan/ scholarship Enrollment to primary schools Online registration for company- eLodgement Online licenses applications eProcurement Application of MSC status Registration of employers and employee – Tax department, SOCSO, EPF Online application of loans, grants and incentives eLearning HRMIS – HR information system Application to Government Assessment courses Knowledge Portal Application of government resorts Services to Citizen Aids to poor community -eKasih – ; Online Job application -JobsMalaysia Online income tax assessment- eFiling ; Online payment for various services Checking exam results – secondary schools, institution of higher learning App. of loan/ scholarship ; Enrollment to primary schools Business Communities: Online registration for company- eLodgement Online licenses applications eProcurement Registration of employers and employee – Tax department, SOCSO, EPF Online application of loans, grants and incentives Government Employees eLearning, HRMIS – HR information system Application to Government Assessment courses Knowledge Portal

Challenges Public Sector Infrastructure People One Government, Many Agencies , No Wrong Door & Zero Visit Legislation and Policies Agencies process & procedures Change Management, push programs Governance, KPI and performance management Infrastructure Lower Internet/broadband cost Security issues Availability and ubiquitous People Digital divide Take up issues – culture, perceptions Multiple ID/Password, Graphic User Interface Rewards and incentives Challenges in ICT implementation

“POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “ MOVING FORWARD……. PUBLIC SECTOR ICT STRATEGIC PLAN (2011-2015) “POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “ 5 ProgramS 1.Enhance Service Delivery 2.Enhance Capacity and Capability 3.Enhance Performance Measurement Capability 4.Connected Government 5.Sustainable and Resilient ICT A new Public Sector ICT Strategiv Plan has been developed for the implementation of ICT in Public Sector in the year of 2011 to 2015 The main theme of the implementation is “Powering Public Sector Digital Transformation” There are 5 programs identified: 1.Enhance Service Delivery 2.Enhance Capacity and Capability 3.Enhance Performance Measurement Capability 4.Connected Government 5.Sustainable and Resilient ICT Promosi Penyampaian Perkhidmatan Awam.

“POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “ … MOVING FORWARD PUBLIC SECTOR ICT STRATEGIC PLAN (2011-2015) “POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “ 6 POLICY TARGETS Towards zero face-to-face service delivery Towards paperless government Inculcating information sharing and Interoperability Cross agency collaboration towards seamless service Government shared services Skills and Expertise Internalisation of ICT Personnel in the Public Sector 1 2 3 There are 6 Policy Targets in identifying initiatives: Towards zero face-to-face service delivery Towards paperless government Inculcating information sharing and Interoperability Cross agency collaboration towards seamless service Government shared services Skills and Expertise Internalisation of ICT Personnel in the Public Sector 4 5 6 Promosi Penyampaian Perkhidmatan Awam.

Transforming Public Service – Designing Public Services Around People …Moving Forward Transforming Public Service – Designing Public Services Around People and Business Increase cross-agencies services Shared Services National Registry System Enhance Public-Private Sector Collaboration Mobile Government Big Data Analytics / Open Data Example of Current implementation... Example of initiatives: Cross Agencies Services National Broadband Rollout Public Sector Trustmark National Registry System Enhance Public- Private Sector Colloboration Mobile Government Mybayar & MyForms – 42 agencies 103 services 1GovNet 10,500 lines 139 agencies Government Data Center 60 agencies MyIdentity (Citizen Registry) 4 pilot agencies Rolling out to 7 agencies MyClear – ePayment solutions involving 7 local banks MySMS services for 328 agencies MyApp services for 6 Agencies Pilot Project Price Watch Sentiment Analysis Crime Prevention Infectious Disease Forecasting

THANK YOU www.malaysia.gov.my www.mampu.gov.my