Dato Dr Nor Aliah Mohd Zahri Digital Government Advisor @ TM/GSB

Seminar Demystifying Technology for Executives (DTE)

Strategising Digital Spaces, Enhancing Service Delivery

1 October 2015 Dewan Seri Baiduri INTAN Bukit Kiara

AGENDA

• E-Government

• Digital Government

• Big Data and Analytic

JOURNEY OF TECHNOLOGY IN GOVERNMENT

E-government •Online services •websites

Joined-up Government •Life events •re-engineering

Open Government •Transparent, participative, •Community engagement

2000

2005

2010

2015

2020

2025 2030

2035

2040

Connected Government • IOT Enabled Self interacting & Self optimized

Intelligent Government • Decision Intelligence, adaptive

Contextual Government •Better, People Centric, Predictive

Smart Government • Big Data Insights Action Optimizing • Sustainable Affordable Cross Boundary

People Centric Collaborative

Connected Intelligent Contextual

Collaborative Government •Progressive, inclusive, sustainable and adaptive

economy

QoL Truly advanced

Economy Socially

Environmentally

The Government Technology Journey – the next 25 years

Post 2020

Digital Government

CURRENT STRATEGIC TECHNOLOGY TRENDS

Mobility:

Smartphones, Tablets,

The Internet-of-Things

Virtual Living:

The dominance of

Social Media

Cloud Computing

Rapid Growth

of Big Data Open Data

The confluence of major trends enabling data as a new source of growth

SMART CONTEXTUAL GOVERNMENT

eGov

dGov

Managing Interactions

Managing Perceptions

Electronic Automation

Managing Actions

Digital Optimisation

E-Government 1998 - 2014

Digital Government 2014 and beyond

Reporting Advanced Analytics

Managing Sentiment

Big Data - Volume, Velocity, Variety and Value of Massive Transactional and real-time data

GROWING A SUSTAINABLE AND INCLUSIVE ECONOMY

4-5% growth over the last

5 years RMK10 – increase mean

monthly income of the

below 40% pop

Lower Gini Coefficient

Vigilant, watchful and take action

Oil price and depreciating

currency

1AZAM AIM

Malaysia diversified

economy and implementation

of GST

Skills and mind set of 21st Century

#e-government

77% of online government services out of 13,843 services; 708 e-payment services by 339 agencies

98% Government websites and portals rated 3-stars and above in 2014

3.1 million transactions handled by 1MOCC on public queries, complaints, suggestions and feedback from November 2012 to April 2015 of 98.1% were voice calls

E-Government Development Index (EGDI) – Malaysia’s position dropped from 20 in 2012 to 31 in 2014 out of 193 countries. This was attributed to the lack of citizen-centric services such as e-participation, government

open data and accessibility to online services

Digital Government

DIGITAL SPACE Measuring government impact in Social Media World Top 5 central government twitter accounts • Ecuador – 4.19% • United Kingdom – 4.18% • Chile – 3.50% • Costa Rica – 2.23% • Turkey – 2.23%

OECD (2014) Social Media Used By Government

Malaysia (29,716,965) PMO Malaysia 77,126 0.3% myGovPortal 10,838 0.0%

Framework providing governments with metrics to manage social media activity by governments as public management

OBJECTIVE INDICATOR METRICS

Presence Presence and active Active accounts and no of post

Popularity Popular on the main social media channel

Uptake measure

Penetration Reciprocal interactions No of retweets, replies

Perception Positive image Positive sentiments – favourites and likes

Purpose-orientation Trusted source, use to reach users and provide service

Influential users, surveys,click-through-rates

DIGITAL SPACE DATA AND THE HUGE UNLOCK MARKET

• Baseline and maturity assessment of people, process

and technology

• Implementation challenges of current Government ICT

shared services

• New Government Direction

• Digital data centricity and Cyber Defence

• RMK11 – Capital Economy and People Economy

• Resources

• Customer profile

BIG DATA ANALYTIC DIRECTION

Mesyuarat JITIK 1/2014 pada 28 Mac 2014 bersetuju semua agensi disarankan supaya bersedia dan mengambil tindakan mengenal pasti inisiatif big data analytic dan data set bagi pelaksanaan open data dalam setiap perkhidmatan teras agensi.

Awareness and change management program

• Pilot projects initiated

• Talent / Data scientist

program

• 20 POC initiated

“....the Communications and Multimedia Ministry with the support of the Malaysian Administrative Modernisation and Management Planning Unit and MDeC will jointly implement four government initiated Big Data Analytics (BDA) pilot projects by 2015 to drive ICT services.”

Prime Minister Datuk Seri Najib Tun Razak

The 25th MSC Malaysia Implementation Council

Meeting

14 November 2013

USE CASE – DIGITAL GOVERNMENT UTILITY DATA EXPLORATORY

• New data

product/services

• new business model

• Insights

GSB (DGB 2015)

MOVING FORWARD

• Identify BDA champion in Ministries and agencies

• Data Exploratory

• Identify potential use cases for big data analytic

• Raw Data -> Aggregated Data -> Intelligence -> Insights -> Decisions ->

Operational Impact -> Financial and Social Outcomes -> Value creation

Identify a business

unit

Challenge each key function

Categorisation by business

issue

Utilise your resources and avoid disjointed series of data points

Collectors of data, the

analyser of data and the end users of data

Create new data products/services

Business problems big data analytics

likely to solve

Data discovery and insight generation

User-Driven Business Intelligence not

technology driven

• Civic Moment • Business Canvas • Service Design • Data Catalyser

STRATEGISING DIGITAL SPACES,

ENHANCING SERVICE DELIVERY

Q&A

Dato Dr Nor Aliah Mohd Zahri Digital Government Advisor @ TM/GSB

Seminar Demystifying Technology for Executives (DTE)

Strategising Digital Spaces, Enhancing Service Delivery

1 October 2015 Dewan Seri Baiduri INTAN Bukit Kiara