e-Government :
In year 1997, the Malaysian Government launched the Electronic Government initiative, generally known as e-Government, to reinvent itself to lead the country into the Information Age. As far as Malaysia is concerned, the implementation of e- government was initiated with the introduction of the Multimedia Super Corridor (MSC) in year 1996.The implementation of e-Government in Malaysia heralds the beginning of a journey of reinventing the government by transforming the way it operates, modernising and enhancing its service delivery.
One of the e-government applications is called e-government flagship. Under e-government flagship, there is a series of applications such as :
- Generic Office Environment (GOE)
- Electronic Procurement (eP) project
- Human Resource Management Information System (HRMIS)
- Project Monitoring System (PMS)
- Electronic Services Directory (e-Services)
- Electronic Labor Exchange
- Internal Revenue Department (IRD)
- E-Syariah
Mycard is also one of the products that have been provided by the government to enhance the services to the customers. It provides several applications for example national ID, driving license, passport information, health information, Touch N Go and MBPS cash.
Another type of e-government applications is agency-led projects. Some of the examples of agency-led projects are E-Tanah, E-courts, E-perolehan and others.
Problems encountered by consumer :
- Lack of awareness - Malaysian users are not aware the applications offered.
- Language barrier - Most of the government websites are using Bahasa Malaysia.
- Online behaviour - Some of the consumers are seldom make the transaction online. They probably pay the bill to the office of the relevant company.
Citizen's adoption strategies :Customer satisfaction
e-Government adoption requires that citizens show higher levels of satisfactoin with the online service provided by the government. A higher level of customer satisfaction will increase the rate of e-Goverment adoption.
Website design
Personalization of websites, customization of product offerings, and self-care are the three key features that could be used not only to build relationship with the visitors, but also to enhance their experience.
Customer satisfaction
A high level of customer satisfaction will enhance the adoption of e-government. Thus, features in those websites play an important role in order to satisfy customers wants.
Related links :
- http://www.hasil.org.my/
- http://home.eperolehan.gov.my/home/index.php?option=com_content&view=frontpage&Itemid=1&lang=bm
- http://www.myeg.com.my/
- http://www.intanbk.intan.my/psimr/articles/Article1%20-%20Full.pdf
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1 comments:
how many flagship under e-gov they already implemented actually?
haha, the problems encountered by consumers are quite true, i think they din't effectively promote their services.
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