1. Prime Minister’s Department
Joint Working Group (JWG) - Public Administration and Governance Malaysia-India (New Delhi 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

2. 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

3. 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

4. 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

5. 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

6. 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
data Processing
1980 – Management Information System
1997 -Electronic Government (G2C,G2B, Internet, Intranet)
2005 -System Integration ,Web Applications
Delivering Services Through an Integrated and Connected Government
Management Information
System
1980
Data Processing
1970

7. 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

8. 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

9. “POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “
MOVING FORWARD…….
PUBLIC SECTOR ICT STRATEGIC PLAN ( )
“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.

10. “POWERING PUBLIC SECTOR DIGITAL TRANSFORMATION “
… MOVING FORWARD
PUBLIC SECTOR ICT STRATEGIC PLAN ( )
“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.

11. 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

12. THANK YOU