Technology and Improved Service Delivery: Learning Points from the Malaysian Experience
| Author | Muhammad Abdul Karim |
| Published date | 01 June 2003 |
| DOI | 10.1177/0020852303069002005 |
| Date | 01 June 2003 |
| Subject Matter | Journal Article |
Technology and improved service delivery: learning
points from the Malaysian experience
Muhammad Rais Abdul Karim
Abstract
There is a rising tide of ‘digital’ citizens now clamouring for more and better
government services and these expectations have profound implications on the
delivery of services. Many governments have thus undertaken major transformation
processes that maximize the utilization of information and communication
technologies through e-government initiatives aimed at facilitating a collaborative and
efficient administrative environment and enhance delivery of government services.
Challenges facing e-government are varied and multi-faceted and require innovative
uses of technologies to ensure that services can be provided to citizens in a seamless
fashion. The article also describes the Malaysian experience in implementing
e-government by highlighting several of the key programmes undertaken and the
lessons learned. It is also imperative for governments to actively and continuously
monitor and measure e-government outcomes against targeted key performance
indicators as well as to leverage on international benchmarking to assess their position
globally in order to identify and address major gaps.
Service delivery has always been a core component of any government’s obliga-
tion to citizens. Traditionally, some of the services have been provided through
the setting up of booths and counters, as well as channels such as the post office
for payment of utility bills, tv licences and others. With the advent of informa-
tion and communication technology (ict), however, there is now a greater need
for governments to draw on these mechanisms to provide more efficient and
responsive services to the public. There is a rising tide of ‘digital’ citizens now
clamouring for more and better government services and these expectations,
which, to a great extent, are fostered by the internet, have profound implications
for the delivery of services. Today’s citizens are demanding 24×7 services avail-
able from anywhere, whether at home, at work, while travelling, overseas and
through multiple channels at their convenience. In addition, of paramount impor-
tance is the need for these online services to be rendered within a secured and
private environment in accordance with the provisions of law.
Muhammad Abdul Karim is Director-General, Malaysian Administration Modernization
and management Planning Unit, Prime Minister’s Department, Malaysia. This article is
based on a discussion paper that was circulated at the 5th CAPAM Biennial Conference,
7–11 September 2002 in Glasgow, Scotland. CDU: 65.012.3(595).
International Review of Administrative Sciences [0020–8523(200306)69:2]
Copyright © 2003 IIAS. SAGE Publications (London, Thousand Oaks, CA and New
Delhi), Vol.69 (2003), 191–204; 033523
02_IRAS69/2 articles 22/5/03 12:00 pm Page 191
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