E-Government in Malaysia: Its implementation so far and citizen's adoption strategies

E-Government implemantation

E-government is a system of public administration and services rendered by government authorities to citizens and business structures based on electronic means of information processing, transferring and dissemination.
The following components are defined within the system of e-government:

- Focused on citizens – (Government – Citizen) G2C: defines rendering the whole complex of public services to citizens through Internet by creating single government portal with incorporated governmental database. By using this portal citizens can easily receive available information and services.

- Focused on private sector – (Government – Business) G2B: establishes effective interrelations between public administration bodies and business, thus providing opportunity to reduce necessity for paper documents, optimize accountability, apply interactive mechanisms of interrelation between the state and business, etc.

- Focused on raising efficiency of interaction within the system of public administration bodies - (Government – Government) G2G: establishes interrelation among public administration bodies through application of advanced technologies thus providing opportunity to redesign their activity and ensure integrated, not uncoordinated, service provision, introduce electronic document circulation, etc.


E-government projects are:


1. Project Monitoring System (PMS)

2. Human Resource Management Information System (HRMIS)

3. Generic Office Environment (GOE)

4. Electronic Procurement (EP)

5. Electronic Services (E-Services)

6. Electronic Labor Exchange (ELX)

7. E-Syariah


5 consecutive stages of e-government development:

1) initial presence — on-line presence of government authorities in Internet;

2) extended presence — the number of governmental web-sites increases constantly, representing available information more dynamically;

3) interactive interrelation — users have an opportunity to download typical forms of various official documents by e-mail or by interaction through web-site;

4) transactions — users can make various on-line transactions with government institutions;

5) “weldless” interaction — full-scale integration of e-services within administrative frameworks.

Citizen Adoption Strategies

1. Quality

Usually citizen will concern about the quality of content based on the website, as well as the speed of respond and the approach of solving problem. The higher of quality services can reflect the better customers satisfaction of the services providers.

2. User Characteristic

Experience influences a citizen’s trust of e-Government, citizen who cant perceived the risk on the internet will discourage of using online transaction. Therefore, citizen might very concern about the security of the website in order to prevent their privacy being stolen. Services provider might need to increase the security of their internet transaction in order improve the quality of e-commerce.

3. Customer Satisfaction

By increasing the satisfaction of online users with the services providers, there will be helps to increase the rates of e-government’s adoption. Thus, customer satisfaction is very important in the citizen adoption strategies.

4. Website design

In order to increase the adoption of the citizens, the attractiveness of the website design is very important. It can help to increase customer’s satisfaction. Besides, the customization of product offering can also be the key feature of building relationship with the users and enhance their surfing experience.