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

Electronic Government is a diffused neologism used to refer to the use of the information and communication technology to provide and improve government services, transactions and interactions with citizens, businesses and other arms of government.

For benefits of e-government, please click below:
http://en.wikipedia.org/wiki/E-Government#Benefits

Current applications of e-government in Malaysia:

Employees Provident Fund Malaysia: http://www.kwsp.gov.my/index.php?lang=en

One of the government departments which is providing e-government services is EPF Malaysia. EPF Malaysia has been upgrading it services from traditional brick and mortar channel to online services and intends to move away from the traditional brick and mortar business to strengthen its efficiency. To make the services convenient for citizens, to be an effective and efficient corporate, we have to move away from just opening more branches and extending the operating hours. The advancement of technology nowadays is enabled us to look at providing the means for citizens to access the services provided “anywhere, anytime, and anyhow”.
EPF has increased its online services to offer an alternative channel for citizen to conduct their EPF transactions. This will help to ease the queues at counters and also allow who visit the service counters a speedier rate of service. The online services will enable citizen to access information at their convenience.
Thus in certain aspects, citizens are empowered to monitor what is happening to their EPF savings as often as they want. Online services will reduce or eliminate the need for anyone to use his precious time to visit service counters, endure the traffic and spend time and money on parking or public transport. People who only need to do simple enquiries such as checking the balance of their EPF savings or withdrawal application status will appreciate this online services.
Online services will greatly benefit not only to those who come to the service counters but also those who are not free or too busy to visit the service counters. Online services also enable customer service personnel to provide efficient and quality service.
Besides, citizens will able to better save their time by downloading and printing EPF forms online as well as their statements when they wish.


Ways to encourage more citizens to use e-government application:












a) Enhance the awareness of public about E-government. Government may enhance the awareness of citizen through mass communication such as newspaper, TV advertisement and radio to build up the awareness of citizen.

b) The benefits of using E-services get to know to the public. Educate citizens about e-government. Enhance the usage of online transactions by telling the benefits of using e-government services, but, the security issues must be educated.

c) Assurance of services and qualities provided. Government could grant the services provided are always at high level of satisfaction.