E-Government in Malaysia: Its implementation so far and citizen’s adoption strategies.

E-government

The Electronic Government initiative in Malaysia was launched to lead the country into the Information Age. It has improved both how the government operates internally as well as how it delivers services to the people of Malaysia. It seeks to improve the convenience, accessibility and quality of interactions with citizens and businesses; simultaneously, it will improve information flows and processes within government to improve the speed and quality of policy development, coordination and enforcement.

The vision of Electronic Government is a vision for government, businesses and citizenry working together for the benefit of Malaysia and all of its citizens. The vision focuses on effectively and efficiently delivering services from the government to the people of Malaysia, enabling the government to become more responsive to the need of its citizens.

The seven projects of the Electronic Government Flagship Application are as follows:

1) Project Monitoring System (SPP II)
2) Human Resource Management Information System (HRMIS)
3) Generic Office Environment 9 (GOE)
4) Electronic Procurement (EP)
5) Electronic Services (E-Services)
6) Electronic Labour Exchange (ELX)
7) E-Syariah

The myGovernment Portal (http://www.gov.my/) act as the one-stop source of Malaysian government information and the services for the citizens.

Strategies for Citizen-Centered EGovernment

In looking at these processes, it is possible to envision a range of integrated and coordinated methods, approaches, and strategies to better incorporate users in the development of E-Government services. These strategies are neither complicated nor difficult to implement. They may, however, result in additional costs and effort in the implementation of E-Government services.

1) Comprehensive Plan for User-centered E-Government Services Design
A comprehensive plan for user-centered E-Government services minimally includes identifying the goals of that service; ways in which the service supports other agency/ government goals; managerial structure for the development of the service; target audience(s) of the service; information needs of users that the service addresses; resources available for the development of that service; and time line describing key tasks and responsibilities for the development, implementation, and evaluation of that service.
Most importantly, the plan describes the specific citizen-centered strategies that will be incorporated in the design and operation of the E-Government service under development. Development of E-Government services without such a plan is likely to result in poor quality services with limited capacity to meet user information needs – though a service may in fact meet agency goals of cost reduction.

2) Conduct User Information Needs Assessments
Before the design and development of an E-Government service, governments need to understand how users seek information on a particular topic or issue (strategy); acquire information on a topic or issue (acquisition); solicit expertise (source); and use of that
information (application). Such knowledge enables governments to know how users find and use information, as well as the sources they use. Equally important is understanding how the information is to be used and what specific types of problems the user intends to address with the information. This helps in not only an overall understanding of users’ information behavior, but also identifies potential community partners to assist in EGovernment service delivery and adoption strategies (more on this
below).

3) Understand User Information and Communication Technology Availability, Expertise, and Preference
Developing a Web-based E-Government service that requires a broadband connection, high-end computer, and advanced technology competencies can immediately exclude a segment, or multiple segments, of the intended service population. For example, the Department of Children and Families in Florida, through its services (food stamps, medicare, cash assistance) gateway application Access Florida
(http://www.myflorida.com/accessflorida/), requires that its clients complete the application online. And yet those who qualify for these services are the least likely to own a computer, have access to the Internet, or be conversant in computing and Internet technologies (Pew Internet and American Life Project, 2007). The tension between system developers and designers and user ability to use high-end computing and telecommunications is critical to resolve. A too complex system may not be used at all; a
system that resides on technologies to which the user does not have access will also guaranty failure. By understanding the technology access and capabilities of the various segments of users, governments can develop systems that better meet the needs of users, but also understand the types of training and support users may need for successful engagement of E-Government.

4) Engage Users
Top-down, systems-oriented E-Government services can result in elegantly designed and technically sophisticated E-Government systems that completely miss the intended users’ needs. The top down approach is often less costly than conducting a range of user-based needs assessments and other strategies as outlined in this paper. The products and services that can result from topdown or systems based design can include, for example, lengthy forms that collect unneeded data; services that defy logic in their use and/or access; complicated instructions that simply cannot be accommodated by online applications; and excessive personal data for which the user has not been reassured of privacy and security concerns (to name but a few). All of these types of problems can be identified and corrected by engaging users in the actual design of the service. There are a range of tools and techniques in which governments can engage to develop successful E-Government services such as focus groups and interviews (with experts and users); usability, functionality, and accessibility testing throughout the design and development process; encouraging real-time comments and suggestions about the services being used; log file and transaction log analysis; providing interactive help screens or 1-800 assistance; and developing and adhering to measures and standards of service quality. There are other strategies and approaches, but the key is to include user feedback during the E-Government services development and design phasen phases as well as while the services is in operation- not as an after thought.