Third International Conference on Informatics and Technology (Informatics2009)
Transcript of Third International Conference on Informatics and Technology (Informatics2009)
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Third International Conference onInformatics and Technology(Informatics2009)
AcceleratingTheAchievement
ofTransforming
Service
DeliveryForAgenciesWithin
the
Klang Valley
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TRANSFORMATIONJOURNEY
NATIONAL DEVELOPMENT
9MP
1960 1970 1980 1990 2000 2005
8MP6MP 7MP4MP 5MP2MP 3MP1MP
Socio-Economy
Red Book
Mengurangkankemiskinan
Penyusunan semulaUDA, SEDC, MARA,ITAM, MIDA
Political leadership Leadership by
example Priviatisation Process
Improvement
Vision 2020 Gerakan budaya
Kualiti
Institutionalstrenghting
Capacity building
MODERNISATION PROGRAMMES
One Stop CounterService
Inspectorate Name Tag Process
improvement
ISO 9000 Quality Movement Quality Award
TQM KPI OSC
EKL (myBayar.JobsMalaysia,mySMS)
7 EG FlagshipApplications
Web, SingleWindow Portal
myGov
Data Processing(Examination)
One Stop Counter
ICT TRANSFORMATION
Accounting(JHDN,LLN)
Computerisaion offront liner (RTD,IMI, NRD)
Civil Service Link
(CSL)
Public ServiceNetwork (PCN)
Open Source ICT security
initiatives
Star Rating Mystery
Shopping
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eKL VISIONANDMISSION
VISION
Delivering servicesDelivering services
through an integrated andthrough an integrated and
connectedconnected KlangKlang ValleyValley
MISSION
Strengthening GovernmentService Delivery throughICT in Klang Valley
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THEAIM: RATIONAL
To accelerate the achievement of excellence in servicedelivery for agencies within the Klang Valley;
To push the implementation of EG in the Klang Valley formore efficient, fast, quality, safe and people friendlyservices that will have an impact on the public;
To ensure that by 2010, the implementation of theelectronic government in the Klang Valley be used as an
example for the implementation to the rest of the country;and
To support the Broadband Pushprogram
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eKL FRAMEWORK
Communities
ProcessFlow
Categories ofServices
Enabling
Environment
Service Providers
DeliveryChannels
Vision
Mission
IndividualCitizens
GovernmentAgencies
NGOsBusinesses Non-Citizen
EnquiryTechnical
ReviewApprovalProcessApplication Payment
WelfareHealth Land Matters Trade Facilitation
TransportationTax Security Business
Local CouncilServices
Education &Employment
Stds, Policies& legislations
ICT
Infrastructur PersonnelSystems &Procedures Governance
RoadTransport
PoliceLocal
CouncilsEducational
InstitutesMIDAHospitals
Immigration Income TaxLand Office MITI SchoolsCustoms
CONNECTED GOVERNMENT
Output
SMS WAP CounterWeb IVR Fax
G A T E W A Y
Delivering services through an integratedand connected Klang Valley (eKL)
Strenghtening/Enhancing Government Service Delivery through ICT
in Klang Valley
PhoneKIOSK
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CHANGINGTHEWAYTHEGOVERNMENT
WORKS
One Service One Delivery No WrongDoor - One Stop Centre
Multichannel Delivery mySMS,
electronic payment, electronicsubmission
Creativity and innovation
Business Process Engineering
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ONESERVICEONEDELIVERYNOWRONG
DOOR
Government agencies are viewed as a single
integrated entity, well-coordinated, well-informedand client-friendly.
Clients deal with government in a fast, simpleand transparent manner through several publicservice channels.
Clients get optimum satisfaction from effectivesolution oriented action by members andagencies of the Malaysian Public Service.
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BESTPRACTICE:ONESERVICEONEDELIVERY
NOWRONGDOOR.One Stop Centre
Pos
Malaysia
is
the
biggest
onestopserviceproviderinMalaysia.
LocalCouncilOneStopCenters.
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LATESTINTIATIVE:ONESERVICEONE
DELIVERYNOWRONGDOOR.Government SMS Gateway (mySMS)
MobileGovernment
SMSGateway
Architecturewith
a
singlenumber
(15888)formultiple
services.
Itsinvolves
29
agencies
with14serviceproviders
comprisesof158services
P
resent
F
uture
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LATESTINTIATIVE:ONESERVICEONE
DELIVERYNOWRONGDOOR.ElectronicPayment(myBayar)
myBayar Single
window
to
governmentpayment
BillPresentment
TillDecember
31,
2007
only
29
serviceshasbeenprovidedby78
governmentagencies
Accesstotheserviceswasprovidedthroughthebanksandtheagencies
portal
P
resent
Fu
ture
http://www.bankislam.com.my/default.aspxhttp://images.google.com.my/imgres?imgurl=http://www.jpj.gov.my/blacklist/pdrmlogo.jpg&imgrefurl=http://www.jpj.gov.my/blacklist/&h=234&w=214&sz=39&hl=en&start=6&tbnid=RWFarMFmoB9_tM:&tbnh=109&tbnw=100&prev=/images%3Fq%3Djpj%26gbv%3D2%26hl%3Den -
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LATESTINTIATIVE:ONESERVICEONE
DELIVERYNOWRONGDOOR.Electronic Forms (myForms)
IntroduceeForms
Hub
(myForms)
undertheMyGovportal
Convertdownloadableformsinto
activeand
online
forms
3,486downloadableformsunderthe
myGov(1720
forms
are
provided
by
agenciesundereKL).
MultipleformatsuchasPDF1071,doc
392,php97,htm13,rtf6.
Accessiblefromthewebsitesof
respectiveagencies
P
resent
Fu
ture
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LATESTINTIATIVE:ONESERVICEONE
DELIVERYNOWRONGDOOR.Single Window No Wrong Door JobRecruitment
Multi
channel
ofonline web
based
system such as Electronic LabourExchangeELX,SPA,SPP,and PBT.
No
sharing
of
information
between
the
interestedpartiesinvolved.P
resent
ELXor
SPA
as
aSingleWindowNo
WrongDoorJobRecruitment. Coordinating
information
between
interestedparties.Fu
ture
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Technology Based myGovernment Portal
BESTPRACTICE:ONESERVICEONEDELIVERY
NOWRONGDOOR.
F
uture
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BUSINESSPROCESSREENGINEERING
Step 1 :Prepare for BPR,
establish anappropriatefoundation
Step 5 :Review theimplementation andimprove
continuously
Step 4 :Implement theenhanced businessprocess solution
and make furtherprocessimprovements asneeded
Step 3 :Design to-beprocesses and
develop feasiblealternatives toexisting business
Step 2 :Map and analyzeas-is process
BUSINESS PROCESS ENHANCEMENTPROCESS DOCUMENTATION PROCESS ANALYSIS
BenchmarkingCost-benefit analysisRisk analysisActivity-base costing (ABC)
Balanced scorecardSig SigmaSimulationCapability maturity model
Block diagramProcess flowcharts
BrainstormingFishbone diagramsFocus groupsForce-field analysis
HistogramsParento analysisWorkflow analysis
ORGANISING PROJECT
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ORGANISINGPROJECT
Development Strategy Approach totransformation
Engaging Clients and Citizen
Handholding
Governance Structure
Leadership
ENGAGING CITIZENS CLIENTS AND
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ENGAGINGCITIZENS,CLIENTSAND
HANDHOLDING New and exciting opportunities to
engage citizens by informing,
consulting, involving, and collaborating
with them Meetings across the agencies to craft a
plan for the future
Dialogue has led to greater community
consensus around results, often times
speeding actions
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GOVERNANCE STRUCTURE
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PANEL 3PPANEL 3P
EKL STEERING COMMITTEEEKL STEERING COMMITTEE
CHANGE
MANAGEMENT
COMMI TTEE
CHANGE
MANAGEMENT
COMMI TTEE
INTEGRATION
COMMITTEEINTEGRATION
COMMITTEE
PROJECT MANAGEMENT
OFFICEPROJECT MANAGEMENT
OFFICETechnical
committee atagencies level
GOVERNANCESTRUCTURE
LEADERSHIP
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LEADERSHIP
Organize time and resource Coordinate and priorities Direct and manage projects Assess and evaluate models Apply consulting and handholding
methods Analyze need, means and timeframes
Establish open communication Ensure team member meet the
deadline
Determine product positioning andmarketing
BENCHMARKING
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BENCHMARKING
A practical tool for improvingperformance
Learning from the best practices and the
processes by which they are achieved
Examine how others achieve their
performance levels
THE NEXT STEP
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THENEXTSTEP
Expanding the eKLexperiment to otherdevelopment areas
Focus to continuallyinnovating Radically transform the way
we do things Aim for zero visit
LESSONS LEARNED
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LESSONSLEARNED
A vision of the future
A love of self-transformation Recognition of personal and
teamwork
Empowering followers Work satisfaction
CONCLUSION
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CONCLUSION
For1Malaysia
to
succeed,
the
government's
servicedelivery,whichinterfaceswiththe
country's27millionpopulationofvarious
racesand
faiths,
must
be
improved
first
to
inspiregreateracceptanceoftheconcept.
PrimeMinister
Datuk
Seri
Najib
Tun Razak
6May2009
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THANK YOUwww.ma lays ia .gov .my
www.mampu .gov .my
Toget her We Transform