Delivering Government Services Through ICT

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Joint Working Group (JWG) - Public Administration and Governance
Malaysia-India
(New Delhi 26-29 Aug 2014)
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
2
VISION
PUBLIC
SECTOR
VISION
PUBLIC
SECTOR
ICT ICT
VISION
Towards Quality Public Service Delivery through
use of ICT and Multimedia
OBJECTIVE
Efficient and Effective Online Service
Streamlining internal process and change work
habit’s
Connect agencies through secured communication
network.
3
MALAYSIAN PUBLIC SECTOR ICT
STRATEGIC PLAN (2003-2010)
Strategic thrust to address the gaps in the current environment
Improve service
delivery through
increased public 1
facing and cross
agency initiatives
Facilitate sharing of
knowledge and
experience by
3
capturing
information across
government
Strengthen the
current ICT
5
governance
framework to further
improve coordination
of ICT programmes
Increase cohesiveness
within the back-office
2 functions through
integration of internal
processes
Public Sector’s ICT Vision
Businesses
SMS
WAP
Users
Government
Employee
Web
IVR
Citizens
Phone Counter
Fax
Enhance the
infrastructure to
4
support on-going and
future ICT initiatives
Gateway
Community Applications
Enterprise Wide
Applications
Agency Specific
Applications
Develop ICT skills in
the Public Sector and
6
encourage an eenabling culture
Knowledge Bank
Enabling Environment
• Leadership & Coordination
• People & Culture
• Policy / Legislation
• Infrastructure & Standards
Continuously develop
7 policies to encourage
electronic transactions
4
ICT POLICY
Strategic Plan
Governance
Application
Security
Infrastructure
PUBLIC SECTOR
ICT POLICY
Procurement
5
COMPUTERISATION PROGRAMMES IN PUBLIC
SECTOR
PUBLICSECTOR
SECTORICT
ICTDIRECTION
DIRECTION
PUBLIC
2010
Delivering Services Through an
Integrated and Connected
Government
2005
System Integration
Web Applications
1997
Electronic Government (G2C,
G2B, Internet, Intranet)
1980
Management Information
System
1970
Data Processing
6
Spectrum of Public Sector Services
• 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
Challenges
Public Sector
•
•
•
•
•
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
MOVING FORWARD…….
PUBLIC SECTOR ICT STRATEGIC PLAN (2011-2015)
“POWERING PUBLIC SECTOR
DIGITAL TRANSFORMATION “
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.
9
… MOVING FORWARD
PUBLIC SECTOR ICT STRATEGIC PLAN (2011-2015)
“POWERING PUBLIC SECTOR DIGITAL
TRANSFORMATION “
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
Promosi
Penyampaian Perkhidmatan Awam.
Public Sector
10
…Moving Forward
Transforming Public Service –
Designing Public Services Around People
and Business
Increase
crossagencies
services
Shared
Services
National
Registry
System
Enhance
Public-Private
Sector
Collaboration
Mobile
Government
Big Data
Analytics /
Open Data
Example of Current implementation...
Mybayar &
MyForms –
• 42
agencies
• 103
services
11
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
www.malaysia.gov.my
www.mampu.gov.my
12
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