Importance:

Provides convenience

Convenience is vital in an organisation especially for Government Organization Ministry

Of Health Malaysia (MOH). Convenience allows customers to have a “one-click”

experience where all their needs such as booking an appointment, checking their

certificate, contacting customer service can all be done in one-click. Furthermore, users

will be more at ease when gifted such convenience during moments where they are

most uneasy and have a better perception towards the organization of the app

developed, MOH utilised their MySejahtera app positively in a way that their app

allowed their users to scan check in codes, book vaccine appointments, get the latest

pandemic news etc through the app during the COVID-19 period. MOH’s wise

development of the app has also gained many good reviews amongst Malaysian users

(appendix 3). Besides that, the software enhances medical data processing consistency

and usability, increasing productivity and clinical competence while enabling healthcare

workers to make decisions more rapidly and with fewer error rates. (Miller, 2018).

One of the app’s latest updates is the Health Records page where users can fill in their

personal medical details such as height, weight and blood type in the sections provided.

Another function added into this update is 3 toggle sections which are the health report,

lab test report and vaccination where medical professionals can insert into the users

account since MySejahtera has been linked to each person’s identity card and users can

easily access these reports through the app in the future. From my perspective, this

update is really useful and convenient as all the medical records can be easily accessed

in one place and reduces the hassle in searching for online or offline copies as

MySejahtera is a government verified app. Another great way that this app can be used
is when one is facing an emergency, the hospital can directly access the patients’

medical records through their MySejahtera database which can save a significant

amount of time and at the same time helps medical professionals from having any

potential wrong diagnosis from unclear medical history.

Convenience can also help an organization to have better connections with their users

and stakeholders as these external parties are able to track the enthusiasm of the

organization through their ways in improving their app in making it more accessible

and convenient for their audiences. We can see that the MOH is striving to achieve this

step as Health Minister Khairy Jamaluddin quoted on March 5 that an in-app function in

MySejahtera which allows the public to register themselves as organ donors will be

available soon (Xian, 2022). This is a huge step for MOH and Malaysia as our country is

currently one of the lowest rated countries for organ donations in the world, hence,

through the MySejahtera app the organization is trying to make it more convenient to

register as donors. For example, in our current situation it is rather inconvenient if a

person is interested in pledging to be an organ donor as they must fill in a physical form

which some might now know where to get and might lose the interest in being an organ

donor due to the inconvenience faced, hence, it would definitely be more convenient if

potential donors can pledge through the MySejahtera app and the potential donors will

also be more satisfied when they get to experience better services which allows them to

feel comfortable and convenient. Furthermore, the organization can also communicate

with their stakeholders through the implementation of this in-app function which

benefits the society in the long run and at the same time propose for funds for the

improvement.
Advantages:

Increase visibility

Due to the spread of Covid-19 virus, many have received various types of news from

realistic to non-realistic and from real to fake news, hence, the MOH has used various

ways to justify this. One of the ways used is through the MySejahtera app as the app is

closely monitored by governmental positions and medical professionals, therefore,

news updates from the app is trustable and real. Since downloading the app is mandate

to all Malaysian citizens, most of them will pay attention to the news page of the app

which updates on the latest number of cases in Malaysia and also to get key information

of the pandemic, hence, will not be easily swayed by fake online websites which have

already manipulated the news. According to Crumpton, greater comprehension of

details, a stronger sense of loyalty, and higher levels of customer satisfaction can come

from a conscious and meaningful attempt to be more visible and accessible. (Crumpton,

2010). Moreover, to make sure the public received the latest and most credible news the

MOH have triggered search engines in order for their information to be at the top. In

order to do so, they have included various relevant keywords in their articles so that

when the public keys in the key words the MOH’s article will pop at the top and at the

same time increase MOH article’s web traffic.

Additionally, social media platforms such as Instagram, Facebook and WhatsApp plays a

significant role in increasing visibility as well. During the pandemic, most people were

highly concerned about the number of cases as SOP’s during that time were based on

the severity of the spread of virus, thus, as soon as the latest news gets posted everyone

will vigorously share the news to one another or repost the post on their social media

page which results in increase of visibility. On the other hand, visibility is very
important for MOH because MOH needs their information to reach the public first

before any misleading information is shared to the public. For example, during the peak

period when the new set of SOP’s was first launched there were many news platforms

which shared the news as well, however, it was later on found out that some of the news

websites information were fake and could’ve easily threatened the publics’ awareness.

Therefore, the MOH has implemented key words that can boosts their post to verify

these information and disseminate it to the public.

Besides that, MOH also boosts their visibility with centralized messages throughout

their social media platforms which helps their audience to locate recent information

easily without the hassle of needing to remember where they last saw the information.

For example, when posting about the number of reported cases in Malaysia the KKM

page on all social media platforms posted about the same thing at the same time which

regulates the algorithm of social media platforms and increases audience visibility as

well. In a nutshell, without audience visibility the information disseminated no matter

good or bad will not reach the target audience and might be viewed by only a few

people which affects the information’s credibility when spread by word of mouth,

hence, MOH has used various ways in increasing their visibility towards their social

media content and the MySejahtera app to disseminate information to their online

community.