MyGovernment Portal

1. MyGovernment Portal The 2008 WITSA Global IT Excellence Awards

2. 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 Presentation Outline

3. Global e-Government Ranking 2007/2008 Ranking 2006 Ranking 2004/2005 Ranking 2003/2004 Ranking Reports 14 of 22 19 of 22 N/A Accenture 17 of 22 4 of 33 15/32 N/A Waseda University 14 of 32 83 of 198 25/198 157 of 198 36 of 198 Brown University United Nations (UN) 43 of 191 34/192 N/A N/A • The country’s E-Government has improved from : • 36 in 2006 to 25 in 2007 for Brown University’s Global E-Government survey • 19 in 2005 to 14 in 2007 for Accenture’s Global E-Government survey • 43 in 2004 to 34 in 2008 for UN E-Government Survey The indicators and measurement criteria has a major focus on ‘Electronic service delivery maturity’

4. e-Government Maturity Level Malaysia’s current state based on survey of 900 government agencies websites. • Multiple service delivery channels • Organisation and process transformation • Main KPIs – usage rates Service Transformation • Intentions-based portals • End-to-end services • Basic KPIs for customer service Mature Delivery Service Availability • Basic portals • Increase in the number of services Maturity Level • Increase in the number of websites • Key service transactions available Basic Capability • Availability of websites in key Agencies • Basic information and services Online Presence Time

5. E-Government Ranking: ‘MyGovernment Portal’ as a strategy to increase the ‘E-Government maturity level’, hence improving the E-Government ranking of Malaysia

6. 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 Public Sector ICT Vision 6

7. ICT Framework Governing Structure Shared ICT Infrastructure Single Gateway Multiple Delivery Channels Government-Wide Common Systems Standards and Guidelines Policies and Legislation ICT Skills and Knowledge Personnel Public Sector ICT Vision myGoverment Portal role in realizing the Public Sector ICT Vision

8. Government Agency/Project Internet Capability Maturity Complementary capabilities provided by the PSP MyGoverment Portal role: Assisting Government Agency to increase their Capability Maturity Level Government Agency/Project This model works on the premise that: Content on Information, News & Services • 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 complementaryrole in the provision of these. Downloading of Forms & Resources Interactive Online Services Full Transactional Online Services Community-based services Government-wide Navigation Public Service Portal

9. The Malaysia Government’s Official 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

10. High level Architecture Linking all government agencies together in providing integrated services myGovernment Portal Agency Downloadable Forms Internet Individuals Online Service Submissions Agency Payment Details Links to specialized portals Links to Agency Content Agency Businesses Payment Service Provider Other Portals (e.g. Land Portal, Community Portals) Financial Institutions

11. 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 4 Main Content Categories

12. Vision of myGovernment Portal 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 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. 12

13. Evolution of myGovernment Portal SUBJECT-SPECIFIC Information and links are arranged based on subject. Location of information and services are made easier. NO PORTAL Difficulty in identifying the location of electronic information. Requires an advanced search function. AGENCY-SPECIFIC Connects the customer to the agency website. Still difficult in the finding /searching for information. CUSTOMER INTENTIONS-BASED Display of information aligned to the requirements and needs of customers. CONVENIENCE TO CUSTOMERS PUBLIC SERVICE PORTAL MCSL 2005 ONWARDS 13

14. The Value of the Portal to the Nation The value of the Portal is in delivering greater convenience and benefits to the nation by: simplifying the navigation of and search for information and online services Single Entry Point Facilitate C2G, B2G, G2G & NC2G facilitating delivery of government services through a knowledge of proper procedures Single Information Source single shared platform for delivery of government-originating information and news Communication platform for the public and government agencies to communicate electronically Find Forms and Services convenience in single point to locate downloadable forms and online services Deliver Online Services shared platform for interactive and transactional online services

15. Key Features of the myGovernment Portal

16. Key Features of the myGovernment Portal MyHome • Personalised page: Configure, modify page according to preferences – links, services • History: Transaction, Enquiries • Personal messages • Document uploading

17. Key Features of the myGovernment Portal eTransaction Center • On-line transactional services • Search capability to multiple on-line services and forms. • Upcoming services

18. Key Features of the myGovernment Portal Polling Center • Polling Services • History of Polling Result

19. Meeting the Public Needs The 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… Businesses Government Non-Citizen Citizens

20. Meeting the Public Needs 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 Vacancies Information on Government Tenders / Tender Notices Feedback / Inquiry Latest News and Announcements Government Events Government Directory Public Complaints (Biro Pengaduan Awam) Advertisements Polling

21. Portal Statistics 21

22. Top 10 Online Services

23. Top 10 Downloadable Forms

24. Most Popular Day of Week (February 2008)

25. Most Active Countries (February 2008) Number Of Visitors

26. Benefits 26

27. 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 Key Success Factors

28. Public Services IT Governance (Websites & Portal) Government IT & Internet Committee Chairman: Chief Secretary to Government Head of Ministries & Dept. Meeting Federal Government & State Government Liason Meeting Chairman: Chief Secretary to Government Policy & Strategy • Formulate policy & strategy • Coordinate planning & implementation of ICT program • Monitor progress of all ICT program including portal/website implementation • Resolving escalated issues Main Committee of Ministry & State Government Portal/Website Chairman: Head of Ministry/ State Secretary Public Sector Portal/Website Steering Committee Chairman: Director General (MAMPU) • Formulate vision and strategies • Coordinate & monitor implementation of websites/ portal • Monitor effectiveness of websites/ portal and identify improvement efforts • Monitor & solve problems/ issues Governance at Agency level Main Committee on the Management of Ministry & State Government Portal/Website Chairman: Head of Agency Public Sector Portal/Website Task Force Chairman: Deputy Director General ICT (MAMPU) Working Committee of Agency Portal/Website Technical Committee of Agency Portal/Website • 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 • Provide technical assistance in the management of portal/website • Ensuring website’s implementation according to policy & guidelines

29. MyGovernment Portal Governance Structure Government IT and Internet Committee Chairman: Chief Secretary to Government • 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 MyGovernment Portal Steering Committee Chairman: Deputy Director General ICT (MAMPU) • Formulate strategies, vision of myGovernment portal • Monitor implementation status of myGovernment • Monitor & solve problems/ issues escalated by myGovernment Portal team MyGovernment Portal Project Management Structure Chairman: Director EG(MAMPU) • 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

30. Awareness, Promotional and Marketing Program • MAMPU has taken several steps in promoting myGov Portal to the public and other Government agencies such as: • 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 • Radio & TV campaign • Hello On 2 - TV2, MHI – TV3, Sinar FM Radio Station • TV advertisement - 4 trailers • Newspapers coverage • The Star, The Edge, NST, Berita Harian, Utusan, Sin Chew Jit Pao and Tamil Nisan • Others • Participate in EG exhibitions eg: Parliament, Johor, Kelantan etc • Distribute car stickers, brochures, booklets and other souvenirs • Conduct training for public users

31. Thank You