E-government in Malaysia: Its Implementation so far and Citizen’s Adoption Strategies.
E-government is defined as the usage of IT and e-commerce to access to government information and other public services meant for the citizens and businesses. Many countries are implementing e-government including Malaysia. E-government is an effective and efficient way to conduct government business transaction with the public and business as well as within the government itself. In Malaysia, e-government has begun after Multimedia Super Corridor (MSC) was implemented by government.
By implementing e-government, this can enhance the government operation. It also improves the delivery services towards the citizen of Malaysia. In addition, it also improves the accessibility, effectiveness, convenience and the quality of interaction with the citizen and businesses. This will enable the government to be more attentive and responsive towards the nation needs. E-government can improve the speed, the coordination of government policy and so on. There are seven main projects under e-government flagship. It includes Project Monitoring System (SPP II), Human Resource Management Information Systems (HRMIS), Generic Office Environment (GOE), Electronic Procurement (EP), Electronic Services (E-Services), Electronic Labour Exchange (ELX), E-syariah.
Implementing e-government is not an easy task and there are a few barriers that need to overcome. Hence, adopting citizen’s adoption is important during the process. Firstly, service quality. Examples of services quality are the quality of content of the website, the speed of response concerning the citizen’s problems, the prompt solutions of the problems, and the availability of the contact numbers and so on. A good quality service can enhance the customer satisfaction.
Secondly is customer satisfaction. By having the adoption of e-commerce, the customer satisfaction will increase. This is because people do not have to queue up just to pay up the bills or wait longer hours just to enquire some information. All the information can be available in the website. It is a convenient way for the people as they can obtain information just at their finger tips.
Lastly is the website design. The design of the website has to be attractive to the users. In this website, products offerings can be advertise in order to attract the people and to encourage them to use e-government. This is a best tool to communicate with the people and businesses. Not to mention, a ggod security is also crucial. All the users information need to be private and confidential. This will give a higher level of security and thus people will trust e-government as well as the adoption rate will boost up.
