Third International Conference on

Informatics and Technology

(Informatics2009)

Accelerating The Achievement 
of Transforming Service 
Delivery For Agencies Within 
the Klang Valley
 CLIENTS AND STAKEHOLDERS EXPECTATION

• They want fast, efficient and quality

service in environments conducive.

• ICT is the best means to boost the

quality of the public service delivery
system.
 TRANSFORMATION JOURNEY
NATIONAL DEVELOPMENT
• Socio- • Mengurangkan • Political leadership • Vision 2020 • Institutional
Economy kemiskinan • Leadership by • Gerakan budaya strenghting
• Red Book • Penyusunan semula example Kualiti • Capacity building
UDA, SEDC, MARA, • Priviatisation
ITAM, MIDA • Process
Improvement

1MP 2MP 3MP 4MP 5MP 6MP 7MP 8MP 9MP

1960 1970 1980 1990 2000 2005

MODERNISATION PROGRAMMES

• One Stop Counter • Inspectorate • ISO 9000 • TQM • Star Rating

Service • Name Tag • Quality Movement • KPI • Mystery
• Process • Quality Award • OSC Shopping
improvement

ICT TRANSFORMATION

• Accounting • Data Processing • Computerisaion of • 7 EG Flagship • Public Service • EKL (myBayar.

(JHDN, (Examination) front liner (RTD, Applications Network (PCN) JobsMalaysia,
LLN) • One Stop Counter IMI, NRD) • Web, Single • Open Source mySMS)
• Civil Service Link Window Portal • ICT security
(CSL) myGov initiatives
 eKL VISION AND MISSION

VISION

Delivering services
through an integrated and
connected Klang Valley

MISSION

Strengthening Government
Service Delivery through
ICT in Klang Valley
 THE AIM: RATIONAL

• To accelerate the achievement of excellence in service

delivery for agencies within the Klang Valley;

• To push the implementation of EG in the Klang Valley for

more efficient, fast, quality, safe and people friendly
services that will have an impact on the public;

• To ensure that by 2010, the implementation of the

electronic government in the Klang Valley be used as an
example for the implementation to the rest of the country;
and

• To support the Broadband Push program

 eKL FRAMEWORK
Vision
Delivering services through an integrated
and connected Klang Valley (eKL)
Mission Strenghtening/Enhancing Government Service Delivery through ICT
in Klang Valley
Individual Non-Citizen Government NGOs
Communities Citizens
Businesses
Agencies
Local Council
Health Welfare Land Matters Trade Facilitation
Categories of Services
Services Education &
Tax Transportation Security Business
Employment

KIOSK SMS WAP Web IVR Phone Counter Fax

Delivery
Channels G A T E W A Y

CONNECTED GOVERNMENT

Process Technical
Flow Application Enquiry Process Approval Payment Output
Review

Local Road Educational

Police Hospitals MIDA
Councils Transport Institutes
Service Providers
Land Office Immigration Income Tax MITI Customs Schools

Enabling ICT
Stds, Policies Systems &
Governance Infrastructur Personnel
Environment & legislations Procedures
 CHANGING THE WAY THE GOVERNMENT 
WORKS

• One Service One Delivery No Wrong

Door - One Stop Centre

• Multichannel Delivery – mySMS,

electronic payment, electronic
submission

• Creativity and innovation

• Business Process Engineering

 ONE SERVICE ONE DELIVERY NO WRONG 
DOOR

• Government agencies are viewed as a single

integrated entity, well-coordinated, well-informed
and client-friendly.

• Clients deal with government in a fast, simple

and transparent manner through several public
service channels.

• Clients get optimum satisfaction from effective

solution oriented action by members and
agencies of the Malaysian Public Service.
BEST PRACTICE : ONE SERVICE ONE DELIVERY 
NO WRONG DOOR.
One Stop Centre

Pos  Malaysia  is  the  biggest  one‐

stop service provider in Malaysia.

Local Council One Stop Centers.
 LATEST INTIATIVE : ONE SERVICE ONE 
DELIVERY NO WRONG DOOR.
Government SMS Gateway (mySMS)

Its involves 29 agencies 
Present

with 14 service providers 
comprises of 158 services

Mobile Government  
SMS Gateway 
Architecture with a 
Future

single number 
(15888) for multiple 
services.
 LATEST INTIATIVE : ONE SERVICE ONE 
DELIVERY NO WRONG DOOR.
Electronic Payment (myBayar)

• Till December 31, 2007 only 29 
Present

services has been provided by 78 
government agencies
• Access to the services was provided 
through the banks and the agencies 
portal

• myBayar – Single window to 
government payment
Future

• BillPresentment
 LATEST INTIATIVE : ONE SERVICE ONE 
DELIVERY NO WRONG DOOR.
Electronic Forms (myForms)
• 3,486 downloadable forms under the 
myGov (1720 forms are provided by 
Present

agencies under eKL).
• Multiple format such as PDF 1071, doc 
392, php 97, htm 13, rtf 6.
• Accessible from the web sites of 
respective agencies

• Introduce eForms Hub (myForms) 
under the MyGov portal
Future

• Convert downloadable forms into 
active and online forms
 LATEST INTIATIVE : ONE SERVICE ONE 
DELIVERY NO WRONG DOOR.
Single Window No Wrong Door Job
Recruitment
Present

• Multi  channel  of  online web  based 

system  such  as  Electronic  Labour 
Exchange ELX, SPA, SPP, and  PBT.
• No  sharing  of  information  between  the 
interested parties involved.

• ELX or SPA  as a Single Window No 
Wrong Door Job Recruitment.
Future

• Coordinating information between 
interested parties.
 BEST PRACTICE : ONE SERVICE ONE DELIVERY 
NO WRONG DOOR.
Technology Based – myGovernment Portal
Future
 BUSINESS PROCESS RE‐ENGINEERING

Step 4 : Step 5 :
Step 3 : Implement the
Review the
Step 2 : Design “to-be” implementation and
Step 1 : Map and analyze
enhanced business
processes and improve
Prepare for BPR, process solution
“as-is” process develop feasible continuously
establish an and make further
appropriate alternatives to process
foundation existing business improvements as
needed

PROCESS DOCUMENTATION PROCESS ANALYSIS BUSINESS PROCESS ENHANCEMENT

Block diagram Brainstorming Benchmarking
Process flowcharts Fishbone diagrams Cost-benefit analysis
Focus groups Risk analysis
Force-field analysis Activity-base costing (ABC)
Histograms Balanced scorecard
Parento analysis Sig Sigma
Workflow analysis Simulation
Capability maturity model
 ORGANISING PROJECT

• Development Strategy – Approach to

transformation

• Engaging Clients and Citizen

• Handholding

• Governance Structure

• Leadership
 ENGAGING CITIZENS, CLIENTS AND 
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

PANEL
PANEL 3P
3P

EKL
EKL STEERING
STEERING COMMITTEE
COMMITTEE

PROJECT
PROJECT MANAGEMENT
MANAGEMENT Technical
OFFICE
OFFICE committee at
agencies level

CHANGE
CHANGE INTEGRATION
INTEGRATION
MANAGEMENT
MANAGEMENT COMMITTEE
COMMITTEE
COMMITTEE
COMMITTEE
 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 and
marketing
 BENCHMARKING

• A practical tool for improving

performance

• Learning from the best practices and the

processes by which they are achieved

• Examine how others achieve their

performance levels
 THE NEXT STEP

• Expanding the eKL

experiment to other
development areas
• Focus to continually
innovating
• Radically transform the way
we do things
• Aim for zero visit
 LESSONS LEARNED

• A vision of the future

• A love of self-transformation
• Recognition of personal and
teamwork
• Empowering followers
• Work satisfaction
 CONCLUSION

For 1Malaysia to succeed, the government's 
service delivery, which interfaces with the 
country's 27 million population of various 
races and faiths, must be improved first to 
inspire greater acceptance of the concept .
Prime Minister Datuk Seri Najib Tun Razak
6 May 2009
 THANK YOU
www.malaysia.gov.my
www.mampu.gov.my

Together We Transform