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Assessment of eKL Initiatives: Usage and Adoption of Government Online Services for Q2, 2009

Assessment of eKL Initiatives: Usage and Adoption of Government Online Services for Q2, 2009. Contents & Agenda. Background, Objective & Approach Key Findings Recommendations Next Steps. Background of eKL and Study.

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Assessment of eKL Initiatives: Usage and Adoption of Government Online Services for Q2, 2009

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  1. Assessment of eKL Initiatives: Usage and Adoption of Government Online Services for Q2, 2009

  2. Contents & Agenda • Background, Objective & Approach • Key Findings • Recommendations • Next Steps

  3. Background of eKL and Study • eKL is a Malaysian Government initiative under the Ninth Malaysian Plan to: • improve the Government service delivery system of agencies within the Klang Valley • encourage the utilisation of Information and Communication Technology (ICT) when transacting official business with identified Government agencies. • eKL commenced on 13 March 2007 to ‘Deliver services through an integrated and connected Government within Klang Valley’. • In Quarter 2 of2009, the vision and community was expanded to include the enhanced Government of Malaysia portal (www.malaysia.gov.my) • MDeC, with the cooperation of MAMPU, undertook to assess the usage and adoption of Government Online Services by relevant agencies, as well as external public stakeholders

  4. Background: Objective & Approach Objectives • Evaluate level of awareness, visibility & effectiveness of Online services; • Assess the impact of eKL Online Services, in terms of usage and adoption; • Recommend leading practices on adoption and usage services. Approach: • On-line & Face-to-Face Surveys on awareness & visibility (1,854 Respondents) • Survey & Review 60 Agencies’ adoption of leading practices, including: - Prime Minister’s Departments - Statutory Bodies/Agencies - Education/Medical Institutions - Ministries Own Websites - Federal Departments - State Agencies/Local Authorities • Walkthrough at 8 High Impact Agencies & analyse statistics for usage levels • Analyse 4 main services with the use of SMS to support the services: • E-Enquiry • E-Complaints • E-Submission • E-Payments • Objectives: • One Service • One Delivery • No Wrong Door

  5. Approach: Leading Practices • Leading Practices were grouped in 5 Key Pillars • Objectives of the Pillars is to enhance the Users’ experience & Service Delivery • Overall adoption is good, but there are still areas for improvement • LEADING PRACTICES: • Brooking’s E-Government Survey 2008 • UNPAN’s UN E-Government Survey 2008 • W3C Web Content Accessibility Guide v2.0 • Other guidelines Agency’s Website Shopping Mall Visibility* Visibility (Décor & Promotions) Accessibility* Accessibility (Entrance & Parking) User Friendliness* User Friendliness (Help Center) User Interaction* Shopping & Service Security & Privacy Payments & Security “an online experience is similar to a shopping experience” * Leading Practice criteria were also assessed in 2007, and used to assess and compare the Agencies’ adoption. (See Appendix 3)

  6. Summary of Findings Level of awareness, visibility & effectiveness  of Government Online Services Impact and effectiveness of the Government and Agencies’ adoption of Online Services Adoption of leading practices to support Online Services

  7. Findings Figure 1 Online Experience & Usage 1. Awareness, Visibility & Effectiveness • Awareness & visibility of Online Services has improved significantly: • All services reviewed (60 agencies) were easily searched on the internet. • 68% of public* were aware of online Government services. • Adoption and Usage of Online Services has increased: • 52/60 (87%) of agencies provided both Communicative & Interactive features. • 1,330 Users performed one or more online transactions. • Users’ rating of these Services and Effectiveness were positive: • 975/1,330 (74% ) users^ rated their experience as “Good” or “Excellent”. • 692/1,330 (52%) users^ would continue to use the service. * 1,173 of 1,735 replied. Please see Appendix 1 for details ^ 1,330 users responded and rated transactions used

  8. Findings 1. Reasons for non Usage (cont’d) Ineffective 8% Others 3% 2/2 Need Help 21% No PC 18% Convenience: 50%: - Multi-Service 27%- - Counter nearby 23% Figure 2: Reasons * Based on 1,725 respondents who chose to answer this question ^ 363 indicated human assistance needed: - under 24 years 21% - over 40 years old 14% - between 24-39 54% - did not indicate age 11% • The Public Feedback* also shared key reasons why they chose not to use Online Services • Convenience: Counter offers Multiple Services 27% • Convenience: Counter is close to the home/office 23% • Human Interaction: Need help/assistance^ 21% • Do not own (or have access to) a Computer 18% • Ineffective services as a reason not to go online 8% • Others 3% • Recommendations: The agencies need to sustain & maintain the momentum by: • aggressively promoting Online Services, stressing benefits or convenience to the public. • consistently maintaining the websites, i.e: unbroken links & good response time in ensuring services offered is available, 24x7. • adhering to MAMPU Guidelines and enhancing users’ trust

  9. Findings 2. Impact & Effectiveness of Online Services • Adoption of Key Services is high: • All agencies* offer Online Services. • Adoption rate is nearly 50% or higher. • E-Enquiry services are provided by 87% of agencies, with 38 agencies also having SMS services. 34 out of these 38 agencies used the Government’s mySMS 15888 platform. • More than 82% provide their E-Complaints channel, but less than 11% link to Public Complaints Bureau as an alternative channel • 48 Agencies (80%) offer E-Forms, but only 29 agencies (48%) provide complete end to end E-Submission for the forms. • Online Transaction Fees are comparable to counter services (Appendix 2): • Most services are free; (concession and third party fees are less than RM3^). • Users are willing to pay for convenience. • E- Payment* volume have increased nearly doubled since the 2007 because: • Credit Card & Online Banking is the current preferred approach • Users able to pay multiple services from 1 site • However, FPX adoption is low: <10% Less than 50% adoption More than 50% adoption Figure 3: Adoption rate for 4 high impact Online Services * Based on 60 agencies reviewed and E-Payment Services at High Impact Agencies ^ Government agencies fees are restricted to 50cents. highest fees related to 3rd party concessionaire, based on Concession Agreements. See Appendix 2.

  10. Findings 1/2 3. Leading Practices Comparison of 2007 assessment & 2009 study Note: Results are based on 1. 103 agencies (2007) and 60 agencies (2009) respectively 2. Separate public surveys of 375 respondents (2007) & 1,854( 2009) respectively * Rated during public feedback/survey

  11. Findings 2/2 3. Adoption of Leading Practices (Cont’d) • Based on 60 agencies reviewed and walkthrough • at 8 High Impact Agencies

  12. Overall Observations there is a need for Governance & Monitoring* * Please refer to recommendation 3 “Governance” Overall Positives: • Awareness and visibility of Online Services has improved. • Users’ feedback has been good. • Agencies Adoption of Services and Usage has been growing. • Adoption of 5 Leading Practice areas have improved since 2007. However, • Agencies should consider extending their services, where possible: • Extend or improve existing services (i.e: enhance E-Forms to E-Submission) • Use technology to aggressive promote services to new users. • Adoption of Leading practices and compliance to MAMPU Guidelines have not been consistent. • Level of Implementation and compliance needs to be monitored independently to ensure consistent adoption and service delivery.

  13. Recommendations & Next Steps Enhance and consistently maintain the Website features and readiness Enhance or broaden the Online Services and the delivery modes Enhance the governance and implementation efforts

  14. Recommendations 1.Enhance and consistently maintain the WebsiteFeatures and Readiness * Includes Government’s current Trust initiative

  15. Recommendations 2. Enhance or broaden the Online Services and the delivery modes * MAMPU needs to conduct additional analysis and interaction with other agencies to determine any barriers or reasons that prevent Online Services. Dialogue and facilitation is required to identify, prioritise and plan the deployment. • Encourage non-transactional agencies to adopt additional Online Services • Extend current online forms for end-to-end E-Submission • Extension of services require less effort to deploy than a new service • 29 of the 48 agencies with E-Forms have no submission capabilities; • Use online communications (ie. RSS and e-mail) to “push” updates/news; • Conduct continuous promotions for awareness and participation: • Use of other forms of media and collaterals • Promote new services, and payment channels, i.e FPX • Consider incentives and cost savings to user as a form of promotion • Increase adoption rate of SMS information services via MySMS platform. • Start with basic information services to embark SMS technology • Use SMS to alert users of both SMS and Online Services to users • Promote cost advantage of MySMS, through costs sharing, to agencies

  16. Recommendations 3. Enhance the governance andimplementation efforts • Establish a governance framework to monitor compliance, as well as the performance in terms of usage and utilisation • All agencies need to comply with MAMPU guidelines on a timely basis. • KPIs need to be set to measure both performance and compliance, i.e: • Usage and utilisation of the website (number of users, transactions) • Value of transactions • Service effectiveness in terms of response time and satisfaction • Level of compliance and adoption of guidelines • Periodic reporting by the agencies must be supplemented by monthly statistics and independent assessment to validate the results • The Governance committee or body shall monitor the process, and escalate issues for resolution and continuous improvement.

  17. Next Steps Conclusion & Next Steps • Only 60 of 288 (21%) agencies responded to the Q2 studies. • This provide challenge in assessing the full range of Government online services, especially the effectiveness of usage and adoption. Next Steps: • To continue with Q4 study. However, there is a need to increase comprehensiveness and coverage during Q4: • It is hoped more agencies participate in the Q4 follow-up study. • A comprehensive assessment will depict eKL effectiveness and successes more appropriately • Assistance on obtaining more statistics from the non-participating agencies would assist in providing a more holistic view. • It is suggested that an early adoption of the recommendations be considered at the High Impact agencies to determine the practicability and effort required to implement the recommendations. • Correspondence to all eKL agencies to be made earlier before Q4 for more resourceful data gathering during the Q4 study.

  18. Appendix 1: Public Feedback Summary 1,854 survey respondents replied via 3 modes/channels (Table 1a & b) Gender Mix: Male (52%); Female (48%) Respondents did not answer all questions (Table 2) Unanswered questions were not analysed, as the respondents preferences cannot be determined Note: 27 respondents declined to give their age Table 2: Analysis of respondents

  19. Appendix 2: Illustrative Fees Analysis of transaction fees revealed the following: a) Users perceive or compare fees to both agency and multi-purpose counter services as the same b) Most additional Processing or Administration Fees normally occur only in relation to 3rd party concessionaires c) 3rd party concessionaires and/or multi-purpose providers are perceived to be part of the Government online

  20. Appendix 3: Top 10 Ranked Agencies High Impact Agency; N/A: agency not assessed in 2007

  21. Appendix 3 (cont’d): Ranking Criteria * Source Guidelines: Portal Guidelines (2003), Web Accessibility (2009)

  22. THANK YOU www.malaysia.gov.my www.mampu.gov.my

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