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Abstract
As part of its public sector reform the government of Malaysia has embarked upon a massive e-government program seeking to introduce innovations in service delivery and enhance the quality and performance of public services. Started with the establishment of the Multimedia Super Corridor in 1996 the governmental initiatives have already resulted in significant progress towards ICT application in the public sector at national, state and local levels. A number of e-government schemes are currently underway that seek to make services accessible to the public at any time from anywhere without being constrained by agency working hours and distance. The present article focuses on Malaysia's experience with e-government and innovations in service delivery. In specific terms, it examines and analyses the e-government experiments in Malaysia and comments on their impacts on governance and service provision. It shows that although the e-government initiatives have produced, generally speaking favorable impacts on delivery of public services, their overall impact has remained limited due to a plethora of constraints and slow pace of their implementation. Not only the range of services offered is limited but also those expected to benefit from such services lack adequate access to information and sources as manifested in the country's poor e-maturity and e-readiness levels.
Notes
8. Yong, 2003.
9. United Nations, 2004.
10. It is, in fact, a part of government's larger policy objective which seeks to develop Malaysia as a regional and global hub for ICT and multimedia.
11. The MSC is a 750 square km area spanning from the KL city centre project in the north to Putrajaya in the south and extending to KLIA in Sepang. Located within this corridor are two smart cities Putrajaya—the new seat of the federal government and Cyberjaya — the site for ICT companies investing in the country. Apart from providing the best ICT infrastructure and high quality multimedia test bed, the MSC also offers access to and opportunities for sophisticated R&D, a set of cyber laws and the benefits of modern and futuristic lifestyle with new highways, high quality houses, schools, shopping malls, and business and recreation centers.
12. These are e-Government, Telehealth, Government Multipurpose-card (Smart Card), Smart School, R&D Cluster, World Wide Manufacturing Web, and Borderless Marketing. The implementation of these flagships is expected to improve the nation's productivity and competitiveness through the use of multimedia technology.
15. The agencies involved in this case are Road Transport Department, Ministry of Health, Tenaga Nasional Bhd., Telekom Malaysia Bhd, and the Police Department.
18. Karim & Khalid, 2003.
19. Karim, 2003.
20. Karim & Khalid, 2003.
22. Chaired by the Chief Secretary to the government, the committee members include representatives from Economic Planning Unit, Implementation and Coordination Unit, INTAN, Treasury, Ministry of Energy, Communication and Multimedia, MAMPU, Office of the Attorney General, Public Service Department, and Multimedia Development Corporation.
23. Malaysian Administrative Modernisation and Management Planning Unit (MAMPU). (2000). The Public Service of Malaysia: Profile, strategies and programmes, MAMPU. Kuala Lumpur Prime Minister's Department.
25. See Karim & Khalid, 2003.
27. Some of the laws include the Digital Signature Act, 1997, the Copyright (Amendment) Act, 1997, Communications and Multimedia Act, 1998, The Telemedicine Act, 1997, and Computer Crimes Act, 1997.
28. During the 2001–2003 period, a total of 16 Internet Desa and another 15 InfoDesa were established nationwide which now function as one-stop centres for information and government services (EPU, 2003).
29. Khalid, 2004.
30. Economic Planning Unit (EPU), 2003.
32. Economic Planning Unit (EPU), 2003.
33. Karim, 2003.
34. Aziz, 2003.
35. Yong, 2003.
37. Karim, 2003.