The Electronic Government initiative in Malaysia was launched to lead the country into the Information Age. It has improved both how the government operates internally as well as how it delivers services to the people of Malaysia. It seeks to improve the convenience, accessibility and quality of interactions with citizens and businesses; simultaneously, it will improve information
flows and processes within government to improve the speed and quality of policy development, coordination and enforcement. The vision of Electronic Government is a vision for government, businesses and citizenry working together for the benefit of Malaysia and all of its citizens. The vision focuses on effectively and efficiently delivering services from the government to the people of Malaysia, enabling the , enabling the government to become more responsive to the needs of its citizens.The 7 pilot projects of the Electronic Government Flagship Application are as follows:
1. Project Monitoring System (SPP II)
2. Human Resource Management
Information System (HRMIS)
3. Generic Office Environment (GOE)
4. Electronic Procurement (EP)
5. Electronic Services (E-Services)
6. Electronic Labour Exchange (ELX)
7. E-Syariah
The myGovernment Portal (
http://www.gov.my/) acts as the one-stop source of Malaysian government information and services for the citizens.
The recent survey about e-government adoption in Malaysia, which was done by market information group TNS, indicated that the e-government use is growing but at a slow pace. As shown in the study, about 15% of Malaysians have used the internet to access online government services in year 2003 compared to 12% in year 2002. In the survey, Malaysia’s ranking is 25th out of 32 countries in terms of e-government usage growth. The Malaysians are also concerned about the security of doing transactions over the Internet and this resulted in low usage of e-government services. As far as the age group is concerned, the younger Malaysians who are under 34 are the primary users of e-government services. Also noted in the survey, households with high incomes and higher levels of education actively use the e-government services.
The implementation of e-government services will bring benefits to the public, businesses and the government itself. As for the public, saving time and money are the primary reasons to use the e-government implementation, the governments should market their offers, improve citizen’s awareness of the benefits and increase take-up of online services.However, implementing a successful e-government project is not without any barriers during the process. Hence, adopting good strategies are crucial in order to overcome these barriers.
The government should increase the awareness and gain more attention from citizens in the existing of their services provided in e-Government. Then, E-Government adoption requires that citizens show higher levels of satisfaction and security with the online service provided by the government. A higher level of customer satisfaction will increase the rate of e-Government adoption. Citizen adoption strategies citizens are comfortable of the protected privacy and confidentiality of the user's information. Moreover, the service quality should be competitive with the other developed country in terms of speed, problem serving approach, and ease of use of the website. This is important as it provide and encourage long-term users to use the website frequently and cut-off paper work when the payment process can be made through online.
Lastly, the government should do more advertising through radio and tv, and organising workshop in a strategic location in order to create awareness and convenience for problem solving as they are full-focus in providing the best services to its citizens.