Accenture's fifth annual global e-government study

Malaysia
2004 Rank: 17
2003 Rank: 18
2002 Rank: 20
Vision introduced: 1997
Vision title:
Electronic Government
Vision summary:
The vision of Electronic Government is a vision for
the people in government, businesses and citizenry
to work together for the benefit of Malaysia and
all its citizens. The vision of Electronic Government
will be realized when, through the use of information
and communications technology and
multimedia, government agencies can become
more efficient and effective in delivering their
services to the public.
Regular Internet users (percent of population):
8.81 percent
Malaysia
Malaysia improved by one place in the 2004 rankings.
For the second year in a row, the country continued
to beat the average improvement in overall maturity.
Its improvement in overall maturity of 13 percent
was approximately double the average. The country
also beat the average in terms of improving the
service levels of existing services and at adding services
at a high level of depth. Six services moved
from either a publish level or interact level to a
transact level, and three new transact-level services
were introduced. The modest ranking improvement
is a product of Malaysia starting from a point of
needing to play catch-up.
Malaysia’s most significant strides came in the area
of customer relationship management and it is likely
to continue to progress rapidly. The country just
released its new myGov pilot portal, www.gov.my/
MyGov/Home. The new portal is based on user
intentions, in contrast to the old government-centric
portal. This prototype portal initially will focus on
providing information and services relevant to citizens,
with topics arranged in categories such as life
stages. The first government-to-citizen phase of the
portal will go live in early 2004, with items to serve
business and government users to be added later.
Currently, the government is also building the Bahasa
Melayu (local language) version of the portal.
The government’s vision for eGovernment was
developed in 1997 and has not changed since. While
the vision remains the same, however, the government
has updated its action plan, which it released
in the summer of 2003. Some of the planned
actions include developing the citizen portal, business
portal and government-to-employee portal;
implementing a key performance indicator system
to increase back-office cohesiveness; capturing data
across the government and establishing a single,
high-bandwidth government backbone.
Additionally, the government has set a number of
aggressive eGovernment policy targets for 2005,
including having 80 percent of all amenable government
services electronically enabled, providing
Internet access to all government knowledge
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