Towards a Customer Centric E-Government Application: The Case of E-Filing in Malaysia

Santhanamery Thominathan (Universiti Teknologi MARA Malaysia, Malaysia) and Ramayah Thurasamy (Universiti Sains Malaysia, Malaysia)
Copyright: © 2011 |Pages: 27
EISBN13: 9781609606435|DOI: 10.4018/978-1-60960-015-0.ch002
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Information Communication Technology (ICT) have played an important role in today’s global economy. Many countries have gained successful growth due to the implementation of ICT. In Malaysia, increased utilization of ICT has contributed significantly to the total factor productivity. One of the main contributing factors is the e-commerce and Internet based services. Therefore this case study aims to examine the contribution of the newly introduced E-government application namely E-filing system. E-filing system is a newly developed online tax submission services offered by the government to the tax payers in the country where they are able to easily, quickly and safely file their tax returns. The primary discussion in this case study concerns on the Malaysian’s ICT revolution, followed by the introduction of E-Filing system, the challenges and barriers faced by the government and concluded with the future trends in the implementation of this system.
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