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