A unique opportunity has emerged for public agencies in Malaysia to reorient their focus, thanks to a confluence of factors such as new technology, changes in lifestyle, the recent pandemic and evolving customer demands.

But how can public agencies deliver high-tech, high-touch citizen services in this fast-changing digital age? It is no easy feat as the challenges are many.

“The main challenge for many public agencies is in maintaining the balance between regulations, outcomes and customer expectations. Often, we see public agencies tilt towards regulatory frameworks and quantifiable outcomes, which can sometimes overshadow what their customers really want,” says Azwan Baharuddin, country managing director of Malaysia at Accenture.

Indeed, outdated and complex legacy systems challenge the adoption of digital technologies, coupled with citizen concerns about data security and privacy.

In addition, as the public sector caters to a diverse range of citizens with varying access to digital government services, it can pose a significant challenge to a country’s digital transformation journey.

As public agencies move towards delivering high-tech, high-touch citizen services, they should embrace three fundamental principles: simplicity, humanity and security. These principles, as revealed by Accenture’s research on people’s expectations of public service delivery, will guide government operations.

National identity is of paramount importance in fostering unity, loyalty and cohesiveness among Malaysia’s diverse population, which includes people of various cultures, ethnicities and religions. In this context, integrating a targeted subsidy programme with a national identity system can significantly enhance efficiency and effectiveness. To achieve this, simplicity is key.

The national identity system should be user-friendly and straightforward, with streamlined processes and clear instructions to minimise user errors and potential security risks.

While the system is a digital initiative, it should not lose its human touch. Designing it with empathy and an understanding of various users’ needs and circumstances is critical. Accessibility should be a top priority, ensuring that people of all demographics can easily use and understand the system.

Furthermore, security is paramount. The system should adopt a secure-by-design approach to safeguard personal data and prevent identity fraud. This comprehensive approach to national identity not only promotes unity but also ensures that public services, like targeted subsidy programmes, are efficiently delivered to those who need them most.

Accenture has been supporting public agencies in reimagining their operations, delivering citizen-centric solutions and achieving digital transformation goals.

On a global scale, Accenture partnered with a government agency to develop an artificial intelligence-powered virtual assistant integrated into several government websites. This virtual assistant aids users in navigating the sites and provides answers to a wide range of inquiries about public services. This initiative has significantly enhanced the user experience, reducing the demand on government human resources, as routine queries are efficiently addressed.

“Implementing a digital government infrastructure yields a myriad of benefits for both citizens and public agencies, fostering a complex web of advantages that span across accessibility, transparency, efficiency and adaptability,” asserts Azwan.

The journey of transforming Malaysia into a digital government is like building a bridge to the future. It involves several important steps. While the specific details may vary, here is a general framework for this exciting transformation.

First, we need to develop a national digital transformation strategy. Think of it as the blueprint for our digital government. This strategy will spell out our vision and objectives and the path we will take to make these happen. It should fit seamlessly with Malaysia's broader development goals and highlight the areas where we will embrace digitalisation.

Once we have our blueprint, it is time to lay the groundwork. We need to establish the right legal and policy frameworks and invest in the digital infrastructure that will support our digital government. This includes things like high-speed internet connectivity, data centres and cloud systems. All of these elements are like the nuts and bolts that keep our digital government running smoothly. They also ensure that Malaysians across the country can connect to our digital services securely.

Security is paramount. We will need strict rules and systems to safeguard our digital treasures. That means setting up data governance practices, privacy protocols and cybersecurity measures to protect our digital assets from any threats or breaches.

With the foundation in place, it is time to bring government services into the digital age. We will start by analysing the services we offer, like e-tax filing, online business registration and e-health records. Then, we will figure out how to make them digital and user-friendly.

This may involve creating new digital platforms and making sure they can “talk” to each other so that information flows seamlessly between the different public agencies. “Imagine it as ensuring that all the gears in a well-oiled machine work together smoothly,” says Azwan.

The final piece of the puzzle is related to people. We need to build digital skills and talents among our government employees and citizens. This involves investing in training programmes to teach government workers the digital skills they need. Additionally, we will empower citizens with digital literacy initiatives so they can confidently use our digital government services.

“Transforming Malaysia into a digital government is a journey that combines vision, infrastructure, security and people. It is about making government services more efficient, accessible and user-friendly for all Malaysians, ensuring a bright digital future for the country,” says Azwan.