E- Goverment in Malaysia: Implementation and Citizen's Adoption Strategies


E-government refers to the use of information and communication technology to provide and improve convenience, accessibility, and quality of government services and policies, etc. The implementation of e-government in Malaysia started since the establishment of Multimedia Super Corridor (MSC).http://www.mscmalaysia.my/

Seven projects have been carrying out to identify the heart of e-government applications, and there are all listed as follow.

1. Generic Office Environment (GOE)
Use of multimedia information technology to improve the communication between workers and departments and improve the efficiency of work within the government.

2. Electronic Procurement (EP) project
To cover central contract, tender and direct purchase, the use of this project will increase transparency, saving in time and money.

3. Human Resource Management Information System (HRMIS)
To manage human resource, this system will record all information about workers including other services like leave application, loan processing, selection etc.

4. Electronic Services Directory
To engage transactions with government and we are allowed to make payment such as electricity, telephone bill and even police summons.

5. Project Monitoring System
For project monitoring running by government, and citizen are allow to provide any ideas or comments.

6. Electronic Labor Exchange
To improve the mobilization of human resource and optimize workforce utilization through systematic matching of job seekers of job vacancies.

7. Internal Revenue Department (IRD)
By using My Key digital signature, companies are able to digitally sign and pay their tax by using this system.http://www.hasil.org.my/english/eng_NO5_1.asp


E-government adoption is heavily depending on the design of the website; it has been divided into different section to indicate the quality of the e-government.

1. Customer satisfaction
Customer satisfaction is the basis therefore most important; a higher level of the satisfaction will gradually increase the rate of e-government adoption.

2. Service Quality
Time taken to response to the citizens concern. Problem solving by government will directly impact on the service quality and satisfaction of the citizen.

3. Website Design
Personalization websites, customization of product offerings, and self-care are the three key features, these features give visitors a sense of control and participation and could potentially enhance their adoption

4. User Characteristic
User characteristics such as perceived risk, perceived control, and internet experience can have a direct impact on internet adoption. For example, perceived risk could leads to a security and privacy issues which could make users unwilling to use e-government.

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