third international conference on informatics and technology (informatics2009)

8/14/2019 Third International Conference on Informatics and Technology (Informatics2009)

1/24

Third International Conference onInformatics and Technology(Informatics2009)

AcceleratingTheAchievement

ofTransforming

Service

DeliveryForAgenciesWithin

the

Klang Valley


2/24


3/24

TRANSFORMATIONJOURNEY

NATIONAL DEVELOPMENT

9MP

1960 1970 1980 1990 2000 2005

8MP6MP 7MP4MP 5MP2MP 3MP1MP

Socio-Economy

Red Book

Mengurangkankemiskinan

Penyusunan semulaUDA, SEDC, MARA,ITAM, MIDA

Political leadership Leadership by

example Priviatisation Process

Improvement

Vision 2020 Gerakan budaya

Kualiti

Institutionalstrenghting

Capacity building

MODERNISATION PROGRAMMES

One Stop CounterService

Inspectorate Name Tag Process

improvement

ISO 9000 Quality Movement Quality Award

TQM KPI OSC

EKL (myBayar.JobsMalaysia,mySMS)

7 EG FlagshipApplications

Web, SingleWindow Portal

myGov

Data Processing(Examination)

One Stop Counter

ICT TRANSFORMATION

Accounting(JHDN,LLN)

Computerisaion offront liner (RTD,IMI, NRD)

Civil Service Link

(CSL)

Public ServiceNetwork (PCN)

Open Source ICT security

initiatives

Star Rating Mystery

Shopping


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eKL VISIONANDMISSION

VISION

Delivering servicesDelivering services

through an integrated andthrough an integrated and

connectedconnected KlangKlang ValleyValley

MISSION

Strengthening GovernmentService Delivery throughICT in Klang Valley


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THEAIM: RATIONAL

To accelerate the achievement of excellence in servicedelivery for agencies within the Klang Valley;

To push the implementation of EG in the Klang Valley formore efficient, fast, quality, safe and people friendlyservices that will have an impact on the public;

To ensure that by 2010, the implementation of theelectronic government in the Klang Valley be used as an

example for the implementation to the rest of the country;and

To support the Broadband Pushprogram


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eKL FRAMEWORK

Communities

ProcessFlow

Categories ofServices

Enabling

Environment

Service Providers

DeliveryChannels

Vision

Mission

IndividualCitizens

GovernmentAgencies

NGOsBusinesses Non-Citizen

EnquiryTechnical

ReviewApprovalProcessApplication Payment

WelfareHealth Land Matters Trade Facilitation

TransportationTax Security Business

Local CouncilServices

Education &Employment

Stds, Policies& legislations

ICT

Infrastructur PersonnelSystems &Procedures Governance

RoadTransport

PoliceLocal

CouncilsEducational

InstitutesMIDAHospitals

Immigration Income TaxLand Office MITI SchoolsCustoms

CONNECTED GOVERNMENT

Output

SMS WAP CounterWeb IVR Fax

G A T E W A Y

Delivering services through an integratedand connected Klang Valley (eKL)

Strenghtening/Enhancing Government Service Delivery through ICT

in Klang Valley

PhoneKIOSK


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CHANGINGTHEWAYTHEGOVERNMENT

WORKS

One Service One Delivery No WrongDoor - One Stop Centre

Multichannel Delivery mySMS,

electronic payment, electronicsubmission

Creativity and innovation

Business Process Engineering


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ONESERVICEONEDELIVERYNOWRONG

DOOR

Government agencies are viewed as a single

integrated entity, well-coordinated, well-informedand client-friendly.

Clients deal with government in a fast, simpleand transparent manner through several publicservice channels.

Clients get optimum satisfaction from effectivesolution oriented action by members andagencies of the Malaysian Public Service.


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BESTPRACTICE:ONESERVICEONEDELIVERY

NOWRONGDOOR.One Stop Centre

Pos

Malaysia

is

the

biggest

onestopserviceproviderinMalaysia.

LocalCouncilOneStopCenters.


10/24

LATESTINTIATIVE:ONESERVICEONE

DELIVERYNOWRONGDOOR.Government SMS Gateway (mySMS)

MobileGovernment

SMSGateway

Architecturewith

a

singlenumber

(15888)formultiple

services.

Itsinvolves

29

agencies

with14serviceproviders

comprisesof158services

P

resent

F

uture


11/24


DELIVERYNOWRONGDOOR.ElectronicPayment(myBayar)

myBayar Single

window

to

governmentpayment

BillPresentment

TillDecember

31,

2007

only

29

serviceshasbeenprovidedby78

governmentagencies

Accesstotheserviceswasprovidedthroughthebanksandtheagencies

portal

P

resent

Fu

ture
http://www.bankislam.com.my/default.aspxhttp://images.google.com.my/imgres?imgurl=http://www.jpj.gov.my/blacklist/pdrmlogo.jpg&imgrefurl=http://www.jpj.gov.my/blacklist/&h=234&w=214&sz=39&hl=en&start=6&tbnid=RWFarMFmoB9_tM:&tbnh=109&tbnw=100&prev=/images%3Fq%3Djpj%26gbv%3D2%26hl%3Den


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DELIVERYNOWRONGDOOR.Electronic Forms (myForms)

IntroduceeForms

Hub

(myForms)

undertheMyGovportal

Convertdownloadableformsinto

activeand

online

forms

3,486downloadableformsunderthe

myGov(1720

forms

are

provided

by

agenciesundereKL).

MultipleformatsuchasPDF1071,doc

392,php97,htm13,rtf6.

Accessiblefromthewebsitesof

respectiveagencies

P

resent

Fu

ture


13/24


DELIVERYNOWRONGDOOR.Single Window No Wrong Door JobRecruitment

Multi

channel

ofonline web

based

system such as Electronic LabourExchangeELX,SPA,SPP,and PBT.

No

sharing

of

information

between

the

interestedpartiesinvolved.P

resent

ELXor

SPA

as

aSingleWindowNo

WrongDoorJobRecruitment. Coordinating

information

between

interestedparties.Fu

ture


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Technology Based myGovernment Portal

BESTPRACTICE:ONESERVICEONEDELIVERY

NOWRONGDOOR.

F

uture


15/24

BUSINESSPROCESSREENGINEERING

Step 1 :Prepare for BPR,

establish anappropriatefoundation

Step 5 :Review theimplementation andimprove

continuously

Step 4 :Implement theenhanced businessprocess solution

and make furtherprocessimprovements asneeded

Step 3 :Design to-beprocesses and

develop feasiblealternatives toexisting business

Step 2 :Map and analyzeas-is process

BUSINESS PROCESS ENHANCEMENTPROCESS DOCUMENTATION PROCESS ANALYSIS

BenchmarkingCost-benefit analysisRisk analysisActivity-base costing (ABC)

Balanced scorecardSig SigmaSimulationCapability maturity model

Block diagramProcess flowcharts

BrainstormingFishbone diagramsFocus groupsForce-field analysis

HistogramsParento analysisWorkflow analysis

ORGANISING PROJECT


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ORGANISINGPROJECT

Development Strategy Approach totransformation

Engaging Clients and Citizen

Handholding

Governance Structure

Leadership

ENGAGING CITIZENS CLIENTS AND


17/24

ENGAGINGCITIZENS,CLIENTSAND

HANDHOLDING New and exciting opportunities to

engage citizens by informing,

consulting, involving, and collaborating

with them Meetings across the agencies to craft a

plan for the future

Dialogue has led to greater community

consensus around results, often times

speeding actions

17

GOVERNANCE STRUCTURE


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PANEL 3PPANEL 3P

EKL STEERING COMMITTEEEKL STEERING COMMITTEE

CHANGE

MANAGEMENT

COMMI TTEE

CHANGE

MANAGEMENT

COMMI TTEE

INTEGRATION

COMMITTEEINTEGRATION

COMMITTEE

PROJECT MANAGEMENT

OFFICEPROJECT MANAGEMENT

OFFICETechnical

committee atagencies level

GOVERNANCESTRUCTURE

LEADERSHIP


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LEADERSHIP

Organize time and resource Coordinate and priorities Direct and manage projects Assess and evaluate models Apply consulting and handholding

methods Analyze need, means and timeframes

Establish open communication Ensure team member meet the

deadline

Determine product positioning andmarketing

BENCHMARKING


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BENCHMARKING

A practical tool for improvingperformance

Learning from the best practices and the

processes by which they are achieved

Examine how others achieve their

performance levels

THE NEXT STEP


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THENEXTSTEP

Expanding the eKLexperiment to otherdevelopment areas

Focus to continuallyinnovating Radically transform the way

we do things Aim for zero visit

LESSONS LEARNED


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LESSONSLEARNED

A vision of the future

A love of self-transformation Recognition of personal and

teamwork

Empowering followers Work satisfaction

CONCLUSION


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CONCLUSION

For1Malaysia

to

succeed,

the

government's

servicedelivery,whichinterfaceswiththe

country's27millionpopulationofvarious

racesand

faiths,

must

be

improved

first

to

inspiregreateracceptanceoftheconcept.

PrimeMinister

Datuk

Seri

Najib

Tun Razak

6May2009


24/24

THANK YOUwww.ma lays ia .gov .my

www.mampu .gov .my

Toget her We Transform

third international conference on informatics and technology (informatics2009)

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