E-Government in Malaysia: A Decade After

E-Government in Malaysia: A Decade After

Erlane K. Ghani (Universiti Teknologi MARA, Malaysia), Jamaliah Said (Universiti Teknologi MARA, Malaysia) and Noraini Mohd Nasir (Universiti Teknologi MARA, Malaysia)
DOI: 10.4018/978-1-4666-0324-0.ch014


This chapter examines the development of e-Services among Malaysian local government authorities. Using content analysis on 147 Local Government Authorities (LGAs), this chapter shows that all agencies have Web sites with a marked improvement in the availability of each category of e-Services. Among the motivating factors to the drastic increase of e-Services were meeting the Key Performance Indicators (KPI) established by the state and federal governments, meeting the government’s requirement of providing most of the essential services online, easing the burden on staff, improving transparency, and providing more convenient service to the customers. The findings in this chapter indicate that the LGAs are implementing e-Services, which should make it easier for the government to rollout more e-Services to the LGAs under its NPM policy to help drive the country into developed nation status by the year 2020. However, there are issues that need to be addressed in order for the government to deliver services effectively and efficiently to its citizens.
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E-Government Experience In Malaysia

Following governments of other countries, the Malaysian government has also taken this opportunity in implementing e-Government from the year 1997 to assist in the delivery of information and services. Such services include transactions between Government and Business (G2B), Government and Citizen (G2C), and among different units and levels of government (G2G) (Fang, 2002; Raman, Kaliannan, & Cheng, 2007). The vision of e-Government focuses on effective and efficient delivery of services from the government to the people of Malaysia, thus enabling the government to become more responsive to the needs of its citizens.

The e-Government landscape in Malaysia was initiated by the launch of the Multimedia Super Corridor (MSC) in 1996 by then Prime Minister, Mahathir Mohamed (Hicks, 2009; Raman, et al., 2007). The MSC, a 50 kilometer long dedicated corridor stretching from the Kuala Lumpur city center to the Kuala Lumpur International Airport, is a long-term strategic initiative (1996-2020) to ensure that the country embraces the ICT revolution as one of the means of achieving its objective of becoming a fully developed nation by the year 2020 (Raman, Kaliannan, & Cheng, 2007). As one of the flagships launched within the MSC in 1997, e-Government began with five projects (Hicks, 2009). Over the years, more projects are being added on. To date, there are eight projects under the e-Government flagship (Kaliannan & Awang, 2008; Masrek, 2009). These projects and their objectives are summarised in Table 1 according to types of government interaction.

Key Terms in this Chapter

E-Government: A way for government to use the most innovative technologies to provide public and business with more convenient access to government information and services.

Local Authorities: Agencies that are the lowest tier in the Malaysian government structure.

E-Services: Services provided to customers through digital.

ICT: Information and communications Technologies.

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