MyGovernment Portal is a citizen centric single gateway portal that delivers information an online services based on life events. The portal provides online access to an integrated, inclusive and secured information and services across Government agencies. Nevertheless, the goal is to have an end-to-end online services and eliminates face-to-face interaction, creating positive impact to citizen throughout all life stages, the non-citizen, business community and government.

The main objective of this initiative is to improve the quality of government online service delivery while increasing citizen’s satisfaction, enhancing integrity and transparent to any citizen's goings-on with the government. This initiative provides and accelerate the services anytime, anywhere and using any devices.

MyGovernment Portal has generated information about a group of life events to serve a comprehensive, inclusive and easy to access information. While community is currently accessing to the silos government online services, it is redesign and developing something boundless to beat the convensional; an inclusive and secured services across agencies. This innovation entails government to have a requirement process reengineering in order to enhance interoperability and accessibility of online services offered.

The innovations also brought a wave of new opportunities and challenges for government to fulfill the needs of the citizens, especially to simplify the existing processes. Thus various effort has undertaken by the Malaysian Government to enhance the performance of Digital Government, such as providing a Single Sign-On (SSO) platform that will enable citizen to access multiple services using single identification and password. Hence this technology will lead to the development of Digital Identification (Digital ID) to perform secured transactions. The shift of digital government is foreseen to improve citizen’s lives to be more harmonious and to prepare for the Industrial Revolusion (IR4.0) challenge.

http://www.malaysia.gov.my

• Malaysia

• Youth
• Older persons
• Women
• Indigenous and nomadic peoples
• People with disabilities
• The unemployed
• The poor
• Migrants
• Refugees and internally displaced people
• Remote and rural communities

MyGovernment Portal is a Government official single gateway that provide an inclusive information and services for citizen and non-citizen of Malaysia. A strategic collaboration among agencies is one of success factors in generating and providing a holistic information and online services across agencies. Likewise, the Life Events approach used can be replicated by other Government agencies as well according to their needs.

Furthermore, most of the developed countries such as the United Kingdom, Estonia, Australia and Singapore, are improving their government official portals over time to meet the need of their citizen. Looking at several factors such as designs, concepts and approaches being applied for their portals as benchmark, MyGovernment portal has set a point of reference to these countries and replicate their concept enhancement. For example, project team had organized an experiential learning session with Estonia expert to gain knowledge in terms of best practices and lesson learnt to identify the best way for improvement. (Appendix B). Besides replicating other principal portals for improvement, MyGovernment Portal is replicable to other country as well.

Public Sector innovation and transformation in Malaysia started with the digitalisation journey back in 2003 with the development of MyGovernment Online Services Portal (MOSP) as one-stop portal providing a static information as well as online services such as downloadable forms hyperlink from various agencies. Later in 2015, it was then subsequently enhanced to provide a wide range of transactional online services, such as registration, renewal and online payment, again by creating hyperlinks to that various online services provided by Government agencies.

However, due to the advances on disruptive technologies, as well as our concerns about the megatrends and 4th Industrial Revolution, government foresee the needs to strategise a digital service delivery towards “whole-of-government” concept for a seamless service delivery. Ultimately, Malaysian Government is now focusing on innovate and deliver an impactful services to the citizens. In order for Malaysian Government to stay relevant and competitive, current scenario and future trends must take into account for this initiative. Thus, the Government Online Services Gateway (GOSG) or MyGovenment Portal was initiated to be a catalyst for this aspiration.

Under the GOSG project, various effort has undertaken to expand the Government innovation agenda such as generating an inclusive and secured information and online services based on Life Events concept to facilitate citizen interaction with the Government. Furthermore, a number of Government online services integrated at MyGovernment Portal had been selected as a use cases in pilot study for National Digital Identification (ID) initiative. This opportunity is for seen to have a significant impact on secured and trusted transaction of government online services.

A numbers of action plans are being deliberated as a way forwards, such as to increase end-to-end services ratio and support the growth of digital economic, thus, this project is seen as sustainable.

WSIS builds a people centric, inclusive and development oriented information society, where MyGovernment Portal leverage this common vision of WSIS by creating, generating and sharing an inclusive information to be accessed and utilized by the local community. The current information provided in the MyGovernment Portal is based on identified Life Events and will be expanded as and when it required. The current identified Life Events presents in MyGovernment Portals are Getting Formal Education, Obtaining Facilities, Welfare & Healthcare, Building Careers and Retirement, Managing Family Institution, Getting Tourism Information, Managing Business and Managing Personal Identification. By using this approach in designing content will generate a holistic and comprehensive information for this portal. This is seen as one significant factor for content creation that manage to generate knowledge and contributes to information society for Malaysian citizen as well as non-citizen. The value of inclusive and comprehensive information creates knowledge for the community; such as; The Life Events content is designed to enhance the information structure and generate knowledge for the community. For example, a group or combination of Life Events information that citizen received or experienced from the portal will be a useful knowledge for them. The Life Events content not only focus on specific / single information but relates to other interrelated information according to their needs.