PREPARED FOR: DR. HARDEV KAUR
BY: NORISFARIZAN ISMAIL
2008261084
Question 11
Explain how the Information
Communication Technology (ICT) can
help Local Councils to effectively
manage their resources in a rapidly
changing environment.
Information and Communication Technologies
(ICT)
An umbrella term that covers all technical means for processing and communicating
information
Common usage of ICT:
 to record information - magnetic disk/tape, optical disks (CD/DVD), flash memory;
 for broadcasting information - radio, television;
 communicating through voice, sound or images - microphone, camera, loudspeaker,
telephone to cellular phones;
 computing hardware – PCs, servers, mainframes, networked storage.
(en. wikipedia.org)
Information Technologies (IT)
“The study, design, development, implementation, support or management of
computer-based information systems, particularly software applications and computer
hardware.”
(Information Technology Association of America (ITAA))
(en. wikipedia.org)
E-Governance
A network of organizations to include government, nonprofit, and private-sector entities;
in e-governance there are no distinct boundaries.
(en. wikipedia.org)
E-Governance can embrace e-administration (improving government processes), ecitizens and e-services (connecting services), and e-society (building interactions with
and within civil society).
(Richard Heeks, eGovernment for Development : Achieving Success/Avoiding Failure in eGovernment projects)
E-Commerce
Refers the processes and structures that define the relationship between governments
and private sector. It includes the e-business relationship model which ensures these
services consumed by entrepreneurs, businesses, and corporations, for a commercial
purpose
(Dobrica, 2006).
E-Democracy
Processes and structures that encompass all forms of electronic communication
between Government and the Citizen. (In other words between Electorate and the
Elected). It focuses on political aspect of government activities.
()
E-Government
Also known as e-gov, digital government, online government or transformational
government.
Refer to the use of information and communication technology (ICT) to provide and
improve government services, transactions and interactions with citizens, businesses,
and other arms of government.
(en. wikipedia.org)
Applying information and communication technology (ICT) to all government’s business
where it makes sense to improve efficiency and effectiveness in the achievement of
policy and program outcomes.
(Deepak Bhatia)
4 Primary delivery models of e-Government:
1. Government-to-Citizen or Government-to-Customer (G2C)
2. Government-to-Business (G2B)
3. Government-to-Government (G2G)
4. Government-to-Employees (G2E)
(en. wikipedia.org)
7 Pilot Project of E-Government Flagship
Application (MSC)
1. Project Monitoring System (SPP II)
2. Human Resource Management Information System (HRMIS)
3. Generic Office Environment (GOE)
4. Electronic Procurement (EP)
5. Electronic Services (E-Services)
6. Electronic Labour Exchange (ELX)
7. E-Syariah
Source: http://www1.american.edu/initeb/ym6974a/egovernment.htm
Literature Review
For the impact of globalization, more and more governments at different level around the
world are increasingly using Information and Communication Technology, especially
Internet and web-based applications, to provide services between government
agencies and citizens, businesses, employees and not-for profit sector to improve
efficiency, reduce wastage of resources, enhance planning and raise the quality of
services
(Zhenyu, 2007 and Dobrica, 2006)
E-Governance is more than just a government website on the Internet which
tangible
objectives: (Michiel, 2001):
1. To provide citizen access to information and knowledge about the political process,
and about the services.
2. To enable the citizen transition from passive information access to active citizen
participation by:
 Informing the citizen
 Representing the citizen
 Encouraging the citizen to vote
 Consulting the citizen
 Involving the citizen
Literature Review (cont.)
A critical evaluation of ICT applications should be given priority before adopting such a
system. Success or failure in the adoption depends on a variety of human, organisational
and technical factors.
(Yaakup, Johar and Dahlan, 1997)
The potential for urban growth has to be planned in the best possible way in tandem with
advances in technology and the challenge of globalisation so as to maximise its
contribution to the national economic growth.
(Hamzah Yusof, 2006)
Information systems are central to the process of reinventing government in the
information age, and
Information systems mean Information, Communication and Technology (ICT) plus
information plus people plus process plus management and assert that for an
information system to be successful in supporting public sector change, it must succeed
in all of these key areas.
(Heeks and Bhatnagar, 1999)
An eGovernance Model
Source: UN-Government Survey, 2008
ICT in Government
Inter-agency
collaboration
Policy coordination
Policy implementation
Services delivery
Performance-focused
Intra-agency working
Citizen Interactions
Policy formulation
Transparent Processes
Internal activites
Result Oriented
Knowledge Management Zero Corruption
Project Management
Benefits of using ICT for Local Councils
 Improved value for money – enables quality services to be delivered at minimum
cost.
e.g. reduce waiting time at counter (ICT enables quick processing)
 Improved productivity – to the ‘organisation’ as a whole which will reflects to the
‘customers’
e.g. Report shows increase in number of processed License Application and less
complaints received.
 Improved accessibility – ability to interact with ‘customers’ by multiple service delivery
channel
e.g. e-Payment instead of walk-in to counter
 Time saving and increase efficiency
e.g. Identifying potential land for development (GIS for KL)
 Gain competitive advantage – over private sector
e.g. Winning service delivery awards which usually conquers by Private Sector

Increase recognisation of ‘customers’ towards public service delivery
e.g. public perceptions changed
CHKL’s ICT Systems – Existing and Future Programs
1.
Financial Management System (FMS) – Modules (e.g. Tenancy & Sales Management)
2.
Intelligent Transport System (ITS) – integrated system to monitor traffic situation in KL
3.
Kuala Lumpur Geographical Information System (KLGIS) – involved GIS data on lot
bases planning
4.
Open Registration System – to process applications for rental housing and purchasing
of houses
5.
Offences Compound System – handling of compound issue and related receipt payment
6.
Legal Database (PADU) – system integration in respect of legal aspect
7.
Kuala Lumpur Digital Library
8.
System to monitor application of license premises – Applicants get the application
status.
9.
CHKL Web Page – www.dbkl.gov.my
10. Computerized Public Complaint Center – complaint management
11. Application of electronic government – for Human Resource Management Information
System (HRMIS) & Project Management System (PMS)
12. Inter-agency systems – for National Land Information System (NaLIS), Poverty
Eradication System (SINAR) & Malaysian Road Information System (MARRIS)
13. Development Control System (SKP) – Controlling and monitoring city development.
Source: Prof. Dr Ahris Yaakob, The Application of Information Communication Technology (ICT) Towards Good Urban
Governance – A case of City Hall Kuala Lumpur
ICT Capabilities
 Improves the storage, manipulation and display of spatially referenced data – e.g. land
use, linear services and population and etc.
data handling – e.g. billing and collection, valuation and payroll
administration.
 Automated
 Improved the availability and flow of information in organisation.
 Predictive and prescriptive models of urban interaction facilitated by ICT technology –
e.g. to forecast the impact of changing land use
 Increased access to information – e.g. through use of computers and ‘world wide web’
ICT Challenges
 Is about investment – the ‘ROI’ is both high – it will brings benefits or a disaster to
organisation
 Risky, especially with technological problems.
 Need to tackle the uncertainty environment by proper change management programs
 Reliability issues – Conventional methods still need to be in place
 Limitation on accessibility – dissemination of information
 ICT related education and skills – continuous training is required
 Participation from top level until the lowest level of the organisation
 Local Government – ‘grass root’ government or the ‘government closest to the
people’. Thus, it deals with local challenges such as:
- Poverty
- Crime
- Migration
- Rise in prices of Goods and Services & etc.
 ICT provides opportunities and facilities for Local Councils to instill good governance
throughout the organisation. According to UNDP (Governance for Sustainable Human
Development) identifies 9 core characteristics of good governance:
Participation, Rule of Law, Transparency (Information is accessible by stakeholders),
Responsiveness (through their websites, 24/7), Consensus Orientation (Online
Voting), Equity, Effectiveness and Effeciency (number of satisfied customers served),
Accountability and Strategic Vision.
 ICT requires skills and knowledge. It also leads to transformations even destructions if
poorly executed and by those who do not have the expertise.
 ICT provides opportunity as it is evolving. Ability to keep up with the technological
changes especially in this globalisation era will give Local Councils better choice of
serving its ‘customer’.
Stages of E-Governance
 Stage I – Web Presence
- Web is available and information is disseminated in proactive manner.
 Stage II – Interactive Presence
- the web response to interaction made by Web users.
- For instance, downloading forms.
 Stage III – Transactional Presence
- Interaction with the Web involves with completed transaction.
- E.g. application of license and payment of fees.
 Stage IV – Networked Presence and E-Participation
- Government to Citizens (G2C) framework.
- Web comment forms, upcoming events, on line polling mechanism
discussion forums & online consultation facilities are among e-activities
included in this stage.
Source: http://india.gov.in/govt/studies/annex/6.3.1.pdf
Government is enabled by ICT – every public service depends on it
(definitely including local councils).
@@@
ICT indeed, helps local councils to achieved good urban governance by
conducting thorough evaluation on desired ICT applications and able
to utilize its resources.
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To any organisation, regardless in public or private sector, dealing with ICT
means; money and an investment. Thus, participation from all level is
key to determine the successsfulness of the implementation.
‘A technological revolution is transforming society in a
profound way. If harnessed and directed properly, Information
Communications Technology (ICT) have the potential to improve
all aspects of our social, economic and cultural life. ICTs can
serve as an engine for development in the 21st century.’
Kofi Anan, Secretary General of United Nations, 1999
References:
https://www.mida.gov.my/en_v2/index.php?mact=News,cntnt01,detail,0&cntnt01articleid=73&cntnt01returnid=131
http://www.eivc.org/uni/Uploads/Admin/Mr.%20Mohd%20Suhaimi%20Mohd%20Tahir.pdf
Mohamad Suhaimi bin Mohamad Tahir, MSC Technology Centre: Reaping E-Government opportunities in Meeting
Global Trends – e-Governance: Beyond E-Government
Hamzah Jusuh, and Azmizam Abdul Rashid, Efficiency in Urban Governance towards Sustainability and
Competitiveness of City: A Case Study of Kuala Lumpur: World Academy of Science, Engineering and Technology
40 2008
Public Sector ICT Management Review: Implementation of Electronic Government in Malaysia: The Status and
Potential for Better Service to the Public.
Phang Siew Nooi, Transforming Local Govenment in Malaysia: Implications for Centalisation and Democratisation:
Journal of Malaysian Chinese Studies, Volume 11, 2008: 97-110
Kalsom Salleh and Syed Noh Syed Ahmad: KM in the Local Authorities – A suitable platform for E-Government?