Electronic Government Development Division MyGovernment Portal The 2008 WITSA Global IT Excellence...

Electronic Government Development Division

MyGovernment Portal

The 2008 WITSA Global IT Excellence Awards


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Presentation OutlinePresentation 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


3The indicators and measurement criteria has a major focus on ‘Electronic

service delivery maturity’

Accenture

Reports

Waseda University

Brown University

2003/2004 Ranking

2004/2005 Ranking

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

17 of 22 19 of 22

4 of 33 N/A

83 of 198 157 of 198

United Nations (UN) 43 of 191 N/A

2006 Ranking

N/A

14 of 32

36 of 198

N/A

Global e-Government Global e-Government RankingRanking

2007/2008 Ranking

14 of 22

15/32

25/198

34/192


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Ma

turi

ty L

ev

el

Service Transformation

Basic Capability

Service Availability

Mature Delivery

Time

Online Presence• Availability of websites in key

Agencies• Basic information and services

• Increase in the number of websites• Key service transactions available

• Basic portals• Increase in the number of services

• Intentions-based portals• End-to-end services• Basic KPIs for customer service

• Multiple service delivery channels• Organisation and process transformation• Main KPIs – usage rates

e-Government Maturity e-Government Maturity LevelLevel

Malaysia’s current state based on survey of 900 government agencies websites.


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E-Government Ranking: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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Public Sector ICT VisionPublic 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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ICT FrameworkICT Framework

Governing StructureGoverning Structure

Shared ICT InfrastructureShared ICT Infrastructure

Single GatewaySingle Gateway

Multiple Delivery ChannelsMultiple Delivery Channels

Government-Wide Common SystemsGovernment-Wide Common Systems

ICT Skills and Knowledge PersonnelICT Skills and Knowledge Personnel

Policies and LegislationPolicies and Legislation

Standards and Guidelines Standards and Guidelines

Public Sector ICT VisionPublic Sector ICT VisionmyGoverment Portal role in realizing the Public Sector ICT Vision


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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.

Assisting Government Agency to increase their Capability Maturity Level

Downloading of Forms &

Resources

Downloading of Forms &

Resources

Interactive Online Services

Interactive Online Services

Full Transactional

Online Services

Full Transactional

Online Services

Community-based servicesCommunity-

based services

Government-wide NavigationGovernment-

wide Navigation

Public Service Portal

Public Service Portal

Content on Information,

News & Services

MyGoverment Portal role: MyGoverment Portal role:

Government Agency/ProjectGovernment

Agency/Project

Government Agency/Project

Internet Capability Maturity

Complementary capabilities

provided by the PSP


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http://www.gov.my

myGovernment 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

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

The Malaysia Government’s The Malaysia Government’s Official PortalOfficial Portal


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Linking all government agencies together in providing integrated services

myGovernment Portal

Agency

Agency

Other Portals(e.g. Land Portal,Community Portals)

PaymentServiceProvider

FinancialInstitutions

Agency

Links tospecializedportals

DownloadableForms

Online ServiceSubmissions

Links toAgency Content

PaymentDetails

InternetIndividuals

Businesses

High level ArchitectureHigh level Architecture


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4 Main Content Categories 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


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To ensure every individual and organisation can access information and services delivered by the Government through a

single point of access.

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 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 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.

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.

Vision of myGovernment Vision of myGovernment PortalPortal


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NO PORTAL

Difficulty in identifying the location of electronic information. Requires an advanced search function.

2005 ONWARDS

CO

NV

EN

IEN

CE

TO

CU

ST

OM

ER

S

PUBLIC SERVICE PORTAL

AGENCY-SPECIFIC

Connects the customer to the agency website. Still difficult in the finding /searching for information.

MCSL

SUBJECT-SPECIFIC

Information and links are arranged based on subject. Location of information and services are made easier.

CUSTOMER INTENTIONS-

BASED

Display of information aligned to the requirements and needs of customers.

Evolution of myGovernment Evolution of myGovernment PortalPortal


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single shared platform for delivery of government-originating information and news

The value of the Portal is in delivering greater convenience and benefits to the nation by:

Single Entry PointSingle Entry Point

Facilitate C2G, B2G, G2G & NC2GFacilitate C2G, B2G, G2G & NC2G

Single Information SourceSingle Information Source

CommunicationCommunication

Find Forms and ServicesFind Forms and Services

Deliver Online ServicesDeliver Online Services

simplifying the navigation of and search for information and online services

facilitating delivery of government services through a knowledge of proper procedures

platform for the public and government agencies to communicate electronically

convenience in single point to locate downloadable forms and online services

shared platform for interactive and transactional online services

The Value of the Portal to the The Value of the Portal to the NationNation


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Key Features of the Key Features of the myGovernment PortalmyGovernment Portal

CORE FUNCTIONS / KEY FEATURES

DESCRIPTION

MyHomeA personalised portal page – customised content display for personal preferences and needs.

eTransaction CenterA single user interface - users can view all their service transactions hosted on the Portal

Portal Messaging CenterThe intra-portal communication - message exchange between portal users, agents and administrators.

eCommunity CenterCommunity-oriented services, such as conducting polls to track public opinions.

Administrative Center Manages the entire portal operations

myGovernmentGovernment wide navigation structure - enhance maneuverability of government information and services.

Content Delivery Center Enhancements to the Search Engine


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MyHome

• Personalised page: Configure, modify page according to preferences – links, services

• History: Transaction, Enquiries

• Personal messages

• Document uploading



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eTransaction Center

• On-line transactional services

• Search capability to multiple on-line services and forms.

• Upcoming services



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Polling Center

• Polling Services

• History of Polling Result



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Meeting the Public NeedsMeeting the Public NeedsThe 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…

CitizensCitizens BusinessesBusinesses GovernmentGovernment Non-CitizenNon-Citizen

Job Application via various agencies

eFiling Income Tax Submission for

BusinessesComputation of Gratuity

Visa Requirements for Non-Citizens Traveling

to Malaysia

Checking and Payment of Summons (JPJ &

PDRM)

Submission of Development Status by

Housing DevelopersCyber 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

Visa Application for Visitors from Shanghai & Guangzhou, China

and New Delhi & Chennai, India only

Enrollment Application for various higher

education institutions

Tax Assessment Payment Awards and Promotion

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)


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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 VacanciesLinks to Government Job Vacancies

Information on Government Tenders / Tender Notices Information on Government Tenders / Tender Notices

Feedback / InquiryFeedback / Inquiry

Latest News and AnnouncementsLatest News and Announcements

Government EventsGovernment Events

Government Directory Government Directory

Public Complaints (Biro Pengaduan Awam) Public Complaints (Biro Pengaduan Awam)

AdvertisementsAdvertisements

PollingPolling

Meeting the Public NeedsMeeting the Public Needs


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Utilisation of the Portal 2006 2007 % of Increase

Unique Visitors /mth 1,121,9591,121,959 2,282,9632,282,963 103103

No of Visits / mth 2,242,4492,242,449 4,243,481 4,243,481 8989

Hits /mth 201,855,175201,855,175 241,647,761 241,647,761 2020

Pageviews /mth 39,512,68039,512,680 66,753,559 66,753,559 6868

Average Daily Visits 9,3589,358 11,82511,825 2626

Forms accessed /mth 7,223 7,223 725,396 725,396 9,9429,942

Online Services accessed /mth 945,368 945,368 874,479 874,479 (7)(7)

Service Availability (%) 100% 100% 100%

Portal StatisticsPortal Statistics


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Top 10 Online ServicesTop 10 Online Services

AGENCY ONLINE SERVICES NAME HITS

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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Top 10 Downloadable Top 10 Downloadable FormsFormsAGENCY DOWNLOADABLE FORMS NAME HITS

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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Most Popular Day of Week Most Popular Day of Week (February 2008)(February 2008)

5,805,009

4,845,5894,543,924

3,755,507 3,835,061

1,922,011 2,024,696

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

Monday Wednesday Friday Sunday

Day of week Day of week Hits Hits

MondayMonday5,805,005,805,00

99

TuesdayTuesday4,845,584,845,58

99

WednesdaWednesdayy

4,543,924,543,9244

FridayFriday3,835,063,835,06

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ThursdayThursday3,755,503,755,50

77

SundaySunday2,024,692,024,69

66

SundaySunday1,922,011,922,01

11


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Most Active Countries Most Active Countries (February 2008)(February 2008)

53,1798

46,46423,558

13,0963,3372,1691,770 1,600 999 695

0

100000

200000

300000

400000

500000

600000

1

USA

Malaysia

Australia

Singapore

Hong Kong

Indonesia

Japan

UK

Korea

Pakistan

Number Of Visitors


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Online Services Before Online After Online

SSM online services:

Application for Business Name Approval

Application for Change of Company Name

Application for renewal Business registration

Application For Renewal Of Company

Secretary's Licence

Processing time:

Average 15 minutes

Processing time:Processing time:

Average 10 minutesAverage 10 minutes

KPKT online services:

Developer Registration

Housing Developer's New Application Form for License

Housing Developer’s New Application for Advertisement and Sales Permit

Renewal of Housing Development License

Renewal of Advertisement and Sales Permit

Progress Report Form 7F


5 - 7days5 - 7days

20 - 30 days20 - 30 days

10 - 20 days10 - 20 days

20 - 30 days20 - 30 days

10 - 20 days10 - 20 days

5 days5 days


1 - 3 days1 - 3 days






BenefitsBenefits


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Key Success FactorsKey Success Factors

Start with a proper planning stage and develop blueprint before embarking Identify challenges and system readiness at all government agencies Develop short term and long term plan – Blueprint & Roadmap Develop Implementation Plan

Establish proper IT governance structure to streamline collaborative & cross-agency efforts with clear decision making and escalation processes

Public Sector Portal/Website Governance Structure Project Management Structure

To have continuous support from other agencies 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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Public Services IT Governance Public Services IT Governance (Websites & Portal)(Websites & Portal)

Government IT & Internet Committee

Chairman: Chief Secretary to Government

Public Sector Portal/Website Steering Committee

Chairman: Director General (MAMPU)

Public Sector Portal/Website Task Force

Chairman: Deputy Director General ICT (MAMPU)

Head of Ministries & Dept. Meeting Federal Government & State Government Liason Meeting


Main Committee of Ministry & State Government Portal/Website

Chairman: Head of Ministry/ State Secretary

Main Committee on the Management of Ministry & State Government

Portal/Website

Chairman: Head of Agency

• Formulate policy & strategy• Coordinate planning & implementation of ICT program• Monitor progress of all ICT program including

portal/website implementation• Resolving escalated issues

• 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

• Formulate vision and strategies• Coordinate & monitor implementation of websites/

portal• Monitor effectiveness of websites/ portal and

identify improvement efforts• Monitor & solve problems/ issues

Policy & Strategy

Working Committee of Agency

Portal/Website

Technical Committee of Agency

Portal/Website

• Ensuring website’s implementation according to policy & guidelines

• Provide technical assistance in the management of portal/website

Governance at Agency level


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MyGovernment Portal MyGovernment Portal Governance StructureGovernance Structure

Government IT and Internet Committee


MyGovernment Portal Steering Committee

Chairman: Deputy Director General ICT (MAMPU)

MyGovernment Portal Project Management Structure

Chairman: Director EG(MAMPU)

• 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

• 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

• Formulate strategies, vision of myGovernment portal• Monitor implementation status of myGovernment • Monitor & solve problems/ issues escalated by

myGovernment Portal team


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Awareness, Promotional and Awareness, Promotional and Marketing ProgramMarketing ProgramMAMPU 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. Radio & TV campaign• Hello On 2 - TV2, MHI – TV3, Sinar FM Radio Station

• TV advertisement - 4 trailers

3. Newspapers coverage

• The Star, The Edge, NST, Berita Harian, Utusan, Sin Chew Jit Pao and Tamil Nisan

4. Others• Participate in EG exhibitions eg: Parliament, Johor, Kelantan etc

• Distribute car stickers, brochures, booklets and other souvenirs

• Conduct training for public users


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Electronic Government Development Division MyGovernment Portal The 2008 WITSA Global IT Excellence...

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