The implementation of e-government started since the initiation of Multimedia Super Corridor (MSC) by the Malaysian government and was launched to lead Malaysia into the Information Age and also realize the vision 2020. The implementation of e-government is to reinvent the government by transforming the way it operates, modernizing and enhancing its service delivery. It is to enhance the convenience, accessibility and quality of interactions with public and businesses by using information technologies. Besides that, it also will improve information flow and processes within the government, improve the speed and quality of policy development, and improve coordination and enforcement.
Current applications of e-government in Malaysia are E-filing, Renewing Road Tax, Driving License Online, KWSP’s Online Account, E-Perolehan and etc. KWPS Online Account is the online EPF account. Members can use the KWSP’s i-Akaun to check withdrawal status and history; check statement of account for the current year as well as for previous years; update personal information and also calculate the amount eligible for withdrawal for various withdrawal schemes.
However, E-Perolehan is the electronic procurement system which converts traditional manual procurement processes in the Government machinery to electronic procurement on the internet. It allows suppliers to present their products online, so that they can receive, manage, and process purchase orders and also receive payment from government agencies through the internet. Other than that, government also provide online renewing driving license service and renewing road tax services to citizens. For example, My E.G Service Berhad is engaged in the business of development and implementation of e-government services which allow public to renew licenses, road tax and etc online.
Common problem encountered by consumer
1. According to Rogers (1995), complexity is the degree to which an innovation is perceived as relatively difficult to understand and use. Because everyone differs in their knowledge and skills with respect to a specific technology and may perceive different level of complexity in its use. Complexity acts as obstacle to the process of technology adoption and implementing a complex new technology involves learning both at the individual and at the organizational level. Therefore, if users perceive that the e-services are difficult, then they will not use it. complexity inhibit the users’ adoption of e-services.
2. Users concern about the security of their transactions. They are worried about the risk of third parties obtaining critical information about the user (e.g. access to credit card or bank account details). According to research, consumers were concern about the presence of security features such as encryption and authentication on an e-commerce site. This is a serious matter that has to be considered by government officials because users will only do online transaction activities when they feel safe and secure.
3. Nowadays, ICT plays an increasingly central role in the workplace and society, knowledge and experience with ICTs are becoming essential. Lack of skill appears to be a significant barrier to user’s adoption of ICT. For those who are IT illiteracy and don’t know how to use computer are less likely to use e-services.
Way to encourage more citizens to use e-government application
1. service quality
E-government service quality can be measured in term of the quality of content provided on the website, the speed of response to solve citizens’ problem and availability of names. Other than that, telephone and fax numbers should be provided to citizens in case they need to get in touch to inquire something. Higher quality of service will lead to higher levels of customer satisfaction and thus increase the use of e-government services.
2. Security of website
The government official’s website with user services should have a security and privacy and encrypted pages to demonstrate an increased interesting in protecting users and citizens rather than simply protecting government’s interests.
3. Training and webpage design
In order to tackle the IT illiteracy problem, training must be done to train those who do not know how to use computer. Besides that, it is helpful if the services are designed in such a way that it only requires basic computer skills, so that more people will know how to use it.
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