Transcript 12th Electronic Government Steering Committee Meeting 1/2002

MyGovernment
Portal
The 2008 WITSA Global IT Excellence Awards
Electronic Government Development Division
Presentation Outline
 Background
 Malaysia’s E-Government Ranking
 E-Govt Maturity Level Measurement (Current State)
 MyGovernment Portal Strategy and Role
 Introduction to myGovernment Portal
 Introduction
 Evolution of the MyGovernment Portal
 Vision of the MyGovernment Portal
 The Value Proposition of the MyGovernment Portal
 Key Features of the MyGovernment Portal
 Meeting the Public Needs
 Portal Statistics
 Advantages & Benefits
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Electronic Government Development Division
Global e-Government Ranking
Reports
2003/2004
Ranking
2004/2005
Ranking
2006
Ranking
2007/2008
Ranking
17 of 22
19 of 22
N/A
14 of 22
Waseda University
4 of 33
N/A
14 of 32
15/32
Brown University
83 of 198
157 of 198
36 of 198
25/198
United Nations (UN)
43 of 191
N/A
N/A
34/192
Accenture
The country’s E-Government has improved from :
1.
36 in 2006 to 25 in 2007 for Brown University’s Global E-Government survey
2.
19 in 2005 to 14 in 2007 for Accenture’s Global E-Government survey
3.
43 in 2004 to 34 in 2008 for UN E-Government Survey
The indicators and measurement criteria has a major focus on ‘Electronic
service delivery maturity’
Electronic Government Development Division
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e-Government Maturity Level
Malaysia’s current state based on survey of 900 government agencies websites.
• Multiple service delivery channels
• Organisation and process transformation
• Main KPIs – usage rates
Maturity Level
Service
Transformation
• Intentions-based portals
• End-to-end services
• Basic KPIs for customer service
Mature Delivery
Service
Availability
• Basic portals
• Increase in the number of services
Basic Capability
• Increase in the number of websites
• Key service transactions available
Online Presence
• Availability of websites in key
Agencies
• Basic information and services
Time
Electronic Government Development Division
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E-Government Ranking:
‘MyGovernment Portal’ as a strategy to
increase the ‘E-Government maturity
level’, hence improving the
E-Government ranking of Malaysia
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Electronic Government Development Division
Public Sector ICT Vision
 The Public Sector ICT Vision is geared towards enhancing
service delivery through providing excellent citizen centric
services
Leverage on ICT and multimedia to …
 Deliver efficient and quality services electronically
 Facilitate the sharing of resources among Government agencies
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Electronic Government Development Division
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Public Sector ICT Vision
myGoverment Portal role in realizing the Public Sector ICT Vision
ICT Framework
Governing Structure
Shared ICT Infrastructure
Single Gateway
Multiple Delivery Channels
Government-Wide Common Systems
Standards and Guidelines
Policies and Legislation
ICT Skills and Knowledge Personnel
Electronic Government Development Division
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MyGoverment Portal role:
Assisting Government Agency to increase their
Capability Maturity Level
This model works on the premise
that:
 we want as many agencies to
provide their services online
 it does not matter who provides
these as long as they are provided
in an effective manner
 the Public Service Portal supports
the agencies in an aggregating
and complementary role in the
provision of these.
Government
Agency/Project
Content on
Information,
News & Services
Downloading of
Forms &
Resources
Government
Agency/Project
Internet
Capability
Maturity
Interactive
Online Services
Full
Transactional
Online Services
Communitybased services
Governmentwide Navigation
Complementary
capabilities
provided by the
PSP
Public Service
Portal
Electronic Government Development Division
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The Malaysia Government’s Official
Portal
http://www.gov.my
myGovernment Portal
Malaysia government’s solution to
centralised electronic service
delivery to citizens and
businesses
Acts as the main gateway to
access government information
and online services (900 websites
across Federal, State and Local
Authorities.)
3,000 forms and 1,000 online
services
Citizen-Centric & Business
Community Portal
Electronic Government Development Division
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High level Architecture
Linking all government agencies together in providing integrated services
myGovernment
Portal
Agency
Downloadable
Forms
Individuals
Internet
Online Service
Submissions
Links to
specialized
portals
Agency
Payment
Details
Links to
Agency Content
Agency
Businesses
Other Portals
(e.g. Land Portal,
Community Portals)
Payment
Service
Provider
Financial
Institutions
Electronic Government Development Division
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4 Main Content Categories
Each content categories are subdivided into full life cycle for easy navigation
and content searching.
Intent base content development to
avoid cumbersome directory structure:
Citizen life cycle

River of life
Business life cycle

From incorporation to closure
Government

From recruitment to retirement
Non-Citizen

From pre-entry to exit
Electronic Government Development Division
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Vision of myGovernment Portal
To ensure every individual and organisation can access
information and services delivered by the Government through a
single point of access.
To minimize the need for physical interaction and therefore
maximize convenience to the citizens.
To ensure that end-to-end online services can be conducted via
the Portal whereby any activity related to the service can take
place online.
To ensure that all highly-use or high impact services are available
online as these will deliver the greatest degree of usefulness to
the public.
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Electronic Government Development Division
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CONVENIENCE TO CUSTOMERS
Evolution of myGovernment Portal
NO PORTAL
Difficulty in
identifying the
location of
electronic
information.
Requires an
advanced search
function.
SUBJECTSPECIFIC
AGENCYSPECIFIC
Connects the
customer to the
agency website.
Still difficult in the
finding /searching
for information.
Information and links
are arranged based
on subject. Location
CUSTOMER
of information and
INTENTIONSservices are made
BASED
easier.
Display of
information aligned
to the
requirements and
needs of
PUBLIC SERVICE
customers.
PORTAL
MCSL
2005 ONWARDS
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Electronic Government Development Division
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The Value of the Portal to the Nation
The value of the Portal is in delivering greater convenience and benefits to the
nation by:
simplifying the navigation of and search for
information and online services
Single Entry Point
Facilitate C2G, B2G, G2G & NC2G
facilitating delivery of government services through
a knowledge of proper procedures
Single Information Source
single shared platform for delivery of governmentoriginating information and news
platform for the public and government agencies
to communicate electronically
Communication
Find Forms and Services
Deliver Online Services
convenience in single point to locate
downloadable forms and online services
shared platform for interactive and transactional
online services
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Electronic Government Development Division
Key Features of the myGovernment
Portal
CORE FUNCTIONS / KEY
FEATURES
MyHome
eTransaction Center
Portal Messaging Center
eCommunity Center
Administrative Center
myGovernment
Content Delivery Center
DESCRIPTION
A personalised portal page – customised content
display for personal preferences and needs.
A single user interface - users can view all their
service transactions hosted on the Portal
The intra-portal communication - message exchange
between portal users, agents and administrators.
Community-oriented services, such as conducting
polls to track public opinions.
Manages the entire portal operations
Government wide navigation structure - enhance
maneuverability of government information and
services.
Enhancements to the Search Engine
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Electronic Government Development Division
Key Features of the myGovernment
Portal
MyHome
• Personalised page:
Configure, modify page
according to preferences –
links, services
• History: Transaction,
Enquiries
• Personal messages
• Document uploading
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Electronic Government Development Division
Key Features of the myGovernment
Portal
eTransaction Center
• On-line transactional
services
• Search capability to
multiple on-line services
and forms.
• Upcoming services
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Electronic Government Development Division
Key Features of the myGovernment
Portal
Polling Center
• Polling Services
• History of Polling Result
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Electronic Government Development Division
Meeting the Public Needs
The Portal provides links to high volume / highly transacted services to not only
meet the needs of the public (citizens and businesses) at large, but also
Government and non-citizens…
Citizens
Businesses
Government
Non-Citizen
Job Application via
various agencies
eFiling Income Tax
Submission for
Businesses
Computation of Gratuity
Visa Requirements for
Non-Citizens Traveling
to Malaysia
Checking and Payment
of Summons (JPJ &
PDRM)
Submission of
Development Status by
Housing Developers
Cyber Counseling
Application for ‘My
Second Home’
eFilling Income Tax
New Company
Registration (SMIDEC)
Evaluation Competency
Level Examination
Application for Foreign
Labour Helpers
EPF Account Statement
Enquiries
New Business /
Company Registration
(SSM)
Application Status for
Housing in Putrajaya
Enrollment Application
for various higher
education institutions
Tax Assessment
Payment
Awards and Promotion
Visa Application for
Visitors from Shanghai
& Guangzhou, China
and New Delhi &
Chennai, India only
Assessment Payments
for various Municipals
and District & Land
Offices
License and Permit
Application for Housing
Developers
Checking for Loan
Balance via Online
Student Visa for
Foreign Student
(ePass)
Electronic Government Development Division
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Meeting the Public Needs
The Portal also enables the public and business community to retrieve
information and application forms as well as perform transactions online.
Links to Government Job Vacancies
Information on Government Tenders / Tender Notices
Feedback / Inquiry
Latest News and Announcements
Government Events
Government Directory
Public Complaints (Biro Pengaduan Awam)
Advertisements
Polling
Electronic Government Development Division
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Portal Statistics
Utilisation of the Portal
2006
2007
% of
Increase
Unique Visitors /mth
1,121,959
2,282,963
103
No of Visits / mth
2,242,449
4,243,481
89
201,855,175 241,647,761
20
Hits /mth
Pageviews /mth
39,512,680
66,753,559
68
Average Daily Visits
9,358
11,825
26
Forms accessed /mth
7,223
725,396
9,942
945,368
874,479
(7)
100%
100%
100%
Online Services accessed /mth
Service Availability (%)
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Electronic Government Development Division
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Top 10 Online Services
HITS
AGENCY
ONLINE SERVICES NAME
RISDA
Application for Vacant Position in RISDA Services
576,183
Labour Department
Job Application Via the Electronic Labour Exchange
330,593
Road Transport Department Check and Pay Traffic Summons
321,989
Public Service Commission
Job Application (for Public Service) )
298,788
Inland Revenue Board of
Malaysia
Filing Income Tax Form
110,726
Employee Provident Fund
EPF Account Statement Enquiries
106,635
Department of Armed
Forces Veteran's Welfare
List of Job Offers
57,603
Ministry of Housing and
Local Government
Progress Report Form 7F
37,346
Companies Commission of
Malaysia
Application for Business Name Approval (ROB)
27,836
Companies Commission of
Malaysia
SSM Subscriber Registration
23,836
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Electronic Government Development Division
Top 10 Downloadable Forms
HITS
AGENCY
DOWNLOADABLE FORMS NAME
Local Government Department
Job Vacancy
409,909
Internal Revenue Board
Internal Revenue Board Work Application
229,206
Institute of Language and
Literary Malaysia
Job Vacancy Application Form
45,355
RISDA
Application for Vacant Position
43,042
National Accreditation Board
Certificate of Accreditation Application
3,818
Federal Territory Land
Executive Committee
Secretariat
Purchase of Housing Lot In Putrajaya for Public
Servants
3,549
Accountant General's
Department
Email Account Application
2,891
National Tobacco Board
Application for Vacancy
2,351
Jasin District Council
Vacant Position Application
987
Malaysian Cocoa Board
Application to Fill in the Vacant Position
955
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Electronic Government Development Division
Most Popular Day of Week
(February 2008)
Day of week
6,000,000
5,805,009
4,845,589
5,000,000
4,543,924
3,755,507 3,835,061
4,000,000
3,000,000
Hits
Monday
5,805,009
Tuesday
4,845,589
Wednesday
4,543,924
Friday
3,835,061
Thursday
3,755,507
Sunday
2,024,696
Sunday
1,922,011
1,922,011 2,024,696
2,000,000
1,000,000
0
Monday
Wednesday
Friday
Sunday
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Electronic Government Development Division
Most Active Countries
(February 2008)
600000
53,1798
USA
500000
Malaysia
Australia
400000
Singapore
Hong Kong
300000
Indonesia
Japan
200000
UK
100000
46,464
23,558
13,0963,3372,1691,770 1,600 999
695
Korea
Pakistan
0
1
Number Of Visitors
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Electronic Government Development Division
Benefits
Online Services
Before Online
After Online
SSM online services:
 Application for Business Name Approval
 Application for Change of Company Name
Processing time:
Processing time:
 Application for renewal Business registration
Average 15 minutes
Average 10 minutes
KPKT online services:
Processing time:
Processing time:
 Developer Registration
5 - 7days
1 - 3 days
 Housing Developer's New Application Form
for License
20 - 30 days
5 - 7 days
 Housing Developer’s New Application for
Advertisement and Sales Permit
10 - 20 days
5 - 6 days
 Renewal of Housing Development License
20 - 30 days
5 - 7 days
 Renewal of Advertisement and Sales Permit
10 - 20 days
5 - 7 days
 Progress Report Form 7F
5 days
1 - 3 days
 Application For Renewal Of Company
Secretary's Licence
Electronic Government Development Division
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Key Success Factors

Start with a proper planning stage and develop blueprint before embarking




Establish proper IT governance structure to streamline collaborative & crossagency efforts with clear decision making and escalation processes



Public Sector Portal/Website Governance Structure
Project Management Structure
To have continuous support from other agencies





Identify challenges and system readiness at all government agencies
Develop short term and long term plan – Blueprint & Roadmap
Develop Implementation Plan
Enhance agencies backend system to support development of online services
To identify services that are appropriate for online transaction
Content updating
Reponses to public queries and complaint
Awareness, Promotion and Marketing

Continuous promotional activities
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Electronic Government Development Division
Public Services IT Governance
(Websites & Portal)
Government IT & Internet Committee
Policy & Strategy
Chairman: Chief Secretary to Government
• Formulate policy & strategy
• Coordinate planning & implementation of ICT program
• Monitor progress of all ICT program including
portal/website implementation
• Resolving escalated issues
Head of Ministries & Dept. Meeting
Federal Government & State
Government Liason Meeting
Chairman: Chief Secretary to Government
Main Committee of Ministry & State
Government Portal/Website
Chairman: Head of Ministry/ State
Secretary
Public Sector Portal/Website
Steering Committee
Chairman: Director General (MAMPU)
• Formulate vision and strategies
• Coordinate & monitor implementation of websites/
portal
• Monitor effectiveness of websites/ portal and
identify improvement efforts
• Monitor & solve problems/ issues
Public Sector Portal/Website Task Force
Chairman: Deputy Director General ICT (MAMPU)
•
•
•
•
Monitor & evaluate all government websites / portal
Ensure compliance to guidelines & policies
Identify & plan promotional program
Identify problems/ issues faced by agencies in deploying
websites/ portal
Governance at Agency level
Main Committee on the Management
of Ministry & State Government
Portal/Website
Chairman: Head of Agency
Working Committee of
Agency
Portal/Website
• Ensuring website’s
implementation according to
policy & guidelines
Technical Committee of
Agency Portal/Website
• Provide technical assistance in
the management of
portal/website
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Electronic Government Development Division
MyGovernment Portal Governance
Structure
Government IT and Internet Committee
Chairman: Chief Secretary to Government
• Formulate policy & strategy related to electronic
Government
• Coordinate planning & implementation of EG program
• Monitor progress of all EG program including
portal/website implementation
• Resolving escalated issues
MyGovernment Portal Steering Committee
Chairman: Deputy Director General ICT (MAMPU)
• Formulate strategies, vision of myGovernment
portal
• Monitor implementation status of myGovernment
• Monitor & solve problems/ issues escalated by
myGovernment Portal team
MyGovernment Portal Project Management
Structure
Chairman: Director EG(MAMPU)
•
•
•
•
Develop and maintaining myGovernment Portal
Identify and promote online services development thru portal
Identify & plan promotional program
Identify problems/ issues faced by agencies in deploying
websites/ portal
• Develop online services for other agencies
Electronic Government Development Division
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Awareness, Promotional and
Marketing Program
MAMPU has taken several steps in promoting myGov Portal to the public
and other Government agencies such as:
1. Workshops for Government agencies
• Create awareness among government agencies of challenges
faced and cooperation required to enhance the Public Service
Portal
• Educate agencies in utilising portal functionalities
2.
3.
Radio & TV campaign
• Hello On 2 - TV2, MHI – TV3, Sinar FM Radio Station
• TV advertisement - 4 trailers
Newspapers coverage
•
4.
The Star, The Edge, NST, Berita Harian, Utusan, Sin Chew Jit Pao
and Tamil Nisan
Others
• Participate in EG exhibitions eg: Parliament, Johor, Kelantan etc
• Distribute car stickers, brochures, booklets and other souvenirs
• Conduct training for public users
Electronic Government Development Division
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Electronic Government Development Division