Malaysia: how to create a more agile government

Wednesday, 8 September 2010

Central Government, Policy

By Robin Hicks | 5 March 2009

Governments must become more agile to meet rising citizen expectations for service delivery, Haji Ibrahim Abdul Rahman, Undersecretary of Malaysia’s Ministry of Information urged delegates at the Government Information Forum last week (Wednesday 4 March).

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The ability of citizens to communicate and do business quickly using the internet has meant greater pressure falls on government to be similarly nimble online, said Mr Ibrahim. But online interaction with citizens is “just the skin the flesh and bones that covers an agile government,” he added. “Knowing what to do is half the battle.”

“Government can no longer expect people to believe that ‘father knows best’. But there is still an onus on us to show that ‘father knows better,” he said.

What is needed is an outward oriented culture, and systems and policy to be aligned, said Mr Ibrahim. So is an adaptable workforce, and a fast and effective decision-making process. “But of critical importance is the successful use of information, to create a connected government.”

Malaysia hopes to have built a world-class public service infrastructure by 2015, and it wants to use IT to cut costs and become more responsive and accountable.

Mr Ibrahim used the ‘Permudah’ (which in Malay means the one that makes it easy) initiative as an example of how his government is becoming more agile. The initiative has facilitated faster and easier e-payment for citizens, cut the time needed to acquire a business license and made it easier for companies to employ expatriates.

He also pointed to the government feedback portal WarkahuntukPM.com.my as a way the Malaysian government is opening up to the concerns and desires of citizens.

“IT should be treated as the nervous systems of government. In so doing, a more agile government can be a future reality,” he said.