Friday, July 4, 2008

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

E-government also known as e-gov, digital government, and online government refers to the use of internet as a medium to exchange information, providing services and transacting with citizens, business, and other arms of government. The primary models of delivery are Government-to-citizen (G2C), government-to-business (G2B), government-to-government (G2G), government to employees (G2E).

E-government is one of the seven MSC flagship lauch in Malaysia. Current application of e-government implemented in Malaysia included e-Filing, renewing road tax and driving license online, KWSP’s i-Akaun, E-Perolehan, employment opportunities and more. The goal of these application by the government is to improve efficiency, convenience, and better accessibility to public services.

For example, e-Perolehan is an internet procurement system to enable suppliers to sell their products or services on the internet. The full services are available in four types: Central Contract, Direct Purchase, Quotation and Tender. Through this e-services, suppliers can advertise their goods and services in a much cheaper and faster way and reach a much broader base of buyers.

Problems occurred by customers and citizen using the e-government application are as follows :

  • Online behavior : big portions of citizens in Malaysia are still reluctant to transact through internet for example online banking and purchase online.
  • Lack of internet knowledge : many people do not know how to transact using the online e-services.
  • Lack of awareness : 60% of the public are not aware of the services that provided by the government. They still using the traditional method to pay for their bills or services.
  • Lack of trust : people are not confidence in the e-government due to the possibilities of in breach of security, theft of personal information and error in transaction.

Below are the solutions suggested to solve the problems :

  • Increase the awareness of e-government application by publishing and advertising so that everybody knows about the e-services provided by the government.
  • Increase the level of security by constantly maintaining the server few times in a month.
  • Provide more efficient user manual guide on how to use the e-government application by setting up help desk enquiries via email or call.



  1. Shawn said...

    E-Government indeed increases the efficiency. It helps us save a lot of time. I think it can be improved by making it more user-friendly. If it is more easy to use, more people will use it.