Technology and Improved Service Delivery: Learning Points from the Malaysian Experience

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.