CITIZEN CENTRIC DIGITAL SERVICES · 12 10 STEPS FOR CITIZEN CENTRIC Create a strategy that connects...
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CITIZEN CENTRIC DIGITAL SERVICES CONFERENCE ON IT UTILIZATION TO STRENGTHEN ECONOMIC AND SOCIAL INFRASTRUCTURE Tokyo Ginza Hotel, Japan 6th November 2017 Hanisah Binti Hassan Senior Principal Assistant Director MAMPU, Prime Minister’s Department Malaysia
Transcript of CITIZEN CENTRIC DIGITAL SERVICES · 12 10 STEPS FOR CITIZEN CENTRIC Create a strategy that connects...
CITIZEN CENTRIC
DIGITAL SERVICES
CONFERENCE ON IT UTILIZATION TO STRENGTHEN ECONOMIC AND SOCIAL INFRASTRUCTURE
Tokyo Ginza Hotel, Japan
6th November 2017
Hanisah Binti Hassan
Senior Principal Assistant Director
MAMPU, Prime Minister’s Department
Malaysia
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TABLE OF CONTENT
E-GOVERNMENT TRANSFORMATION: AN OVERVIEW1
DIGITAL GOVERNMENT2
MALAYSIA PUBLIC SECTOR STRATEGY3
DIGITAL GOVERNMENT PROJECTS / SERVICES4
Copyright Mesiniaga 2008
E-GOVERNMENT TRANSFORMATION:
AN OVERVIEW1
4
E-GOVERNMENT TRANSFORMATION IN
MALAYSIA
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ELEVENTH MALAYSIA PLAN 2016-2020
Driven by ...
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PUBLIC SECTOR ICT STRATEGIC PLAN:
2016-2020
BASIC PRINCIPLES
ENABLING ECOSYSTEM
ICT STRATEGIC THRUSTS
PROFESSIONAL & CAPABLE HUMAN CAPITAL
INTEGRATED DIGITALSERVICES
OPTIMIZATION OF SHARED SERVICES AND CYBER SECURITY
DYNAMIC & COLLABORATIVE ICT GOVERNANCE
DATADRIVEN GOVERNMENT
1
2
3
4
5
DIGITALGOVERNMENT
Copyright Mesiniaga 2008
DIGITAL GOVERNMENT2
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WHY DIGITAL GOVERNMENT?
New way of Delivering
Public Services
Meeting Citizen Expectations
Must accept the 3rd era
“Digital first, Digital now”
Future Important Areas of
Business Investment
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GOVERNMENT AS A PLATFORM
Colaborative
Technology-driven Agile and responsive.
Driven by insight.
Third-party friendly.
Government-as-a-platformSource: Citizen-Centric Government 2016
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DIGITAL GOVERNMENT IS A JOURNEY
Transparency &Openness
Government as a Platform
CDO
Open DataOpen Service
No. of Data-Driven Services
Constituent Value
Nongovernment Channels
BU
Open Any Data
No. of Data-Driven Services
Transformation
TrulyMultichannel
TrulyBimodal
Things as Data
% Data From Things
Sustainability
Automation Replaces Portals
(New)CIO
Smart Machines
% Decrease of Services
Compliance,Efficiency
Portal
CIO/CTO
SOA
% Services Online
Value Focus
Channel Strategy
Leadership
Technology Focus
Key Metrics
Open Data-Centric Fully Digital Smart
E-Gov.
Developing Defined Managed OptimizingInitial
01 02 03 04 05
Maturity Level
Source: Gartner Symposium ITXPO 2016
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GOVERNMENT AS A PLATFORM
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SERVICE DELIVERY : GOVERNMENT-CENTRIC
SERVICE DELIVERY : CITIZEN-CENTRIC
P1
P2
P3
P4
Government Online Service (GOS) Gateway
Information Sharing Hub
National Registry
Data Driven Program
Digital First, Citizen Focus
TO BEINTEGRATED
DELIVERY SERVICES
AS ISDELIVERY SERVICES
IN SILOAgency A
Agency BAgency C
Agency D Agency EAgency F
Agency GAgency H
GOVERNMENT LIFE EVENT HIGHWAY
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10 STEPS FOR CITIZEN CENTRIC
Create a strategy
that connects
business and IT
Focus on outcomes
Design systems for structured
and unstructured data
Set up a dynamic data loop
Develop horizontal
services
Make services
personalised and proactive
Apply a holistic approach to security
Standardize IT solutions
under hybrid infrastructure
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2
34 5
6
7
8
10 9
Use a digital reference
architecture
Publish qualitative and consistent
open data
Source: Gov UK, 2016
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BENEFIT PROPOSITION FOR GOVERNMENT
Deliver a better Client experience
Increase uptake of the online
services
AGENCY back Office efficiency
Copyright Mesiniaga 2008
MALAYSIA PUBLIC SECTOR
STRATEGY
3
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PUBLIC SECTOR ICT STRATEGIC PLAN:
2016-2020
BASIC PRINCIPLES
ENABLING ECOSYSTEM
ICT STRATEGIC THRUSTS
PROFESSIONAL & CAPABLE HUMAN CAPITAL
INTEGRATED DIGITALSERVICES
OPTIMIZATION OF SHARED SERVICES AND CYBER SECURITY
DYNAMIC & COLLABORATIVE ICT GOVERNANCE
DATADRIVEN GOVERNMENT
1
2
3
4
5
DIGITALGOVERNMENT
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CITIZEN CENTRIC SERVICE DELIVERY
Citizen centric approach focusing on sustained &
inclusive economic growth, social development &
environmental protection
Source : EPU(2015)
Copyright Mesiniaga 2008
DIGITAL GOVERNMENT
PROJECTS / SERVICES
4
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GOVERNMENT ONLINE SERVICES GATEWAY
Citizen centric
and life events
Total end-to-end
services
Single access
Single Sign-on
Standard interface
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GOVERNMENT OPEN DATA
provider
data.gov.my
USE CASES (UC)
• Business Communities• Agencies• Individuals
UC1 UC2 ….. UCn
download
Request for new data sets
Open Data Users
Citizens/users
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34Innovation
Cost savings to Government
Increase income via innovations
Generating economy via services
……
.
Obtaining quality
datasets and publish on
data.gov.my
Provide open data
advisory
Identify high impact use
cases
Document best practices
and lesson learnt
Transport
Agriculture
Health
Social
Economy
Education
Finance
Tourism
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DATA DRIVEN TRANSFORMATION:
PUBLIC SECTOR DATA OCEAN
Electronic Government Began 1997 till now
eGov dGov
Big Data Digital Government & Beyond
Public use 11,000+ Online
Services toInteract with Government
DATA
• Data Cleaning
• Data Processing
• Methodology
• Technology
• Category
• Visualization
• Analytics
PUBLIC SECTOR DATA
OCEAN
PSDO
E – SERVICEGOVERNMENT
DATA DRIVENGOVERNMENT
Government to provide
services with life event focused
CITIZEN TO GOVERNMENT
SEAMLESS CITIZEN CENTRIC
SERVICE DELIVERY
OPEN DATA
SHARED DATA
PRIVATE DATA
PUBLIC SECTOR DATA
OCEAN
PSDO
DATA GOVERNANCE LEAD BY MAMPU
DATA WHICH CAN ONLY BE ACCESSIBLE TO STAKEHOLDERS
DATA WHICH CAN ONLY BE SHARED AMONG THE AGENCIES & TRUSTED DATA PARTNERS
DATA WHICH CAN BE SHARED WITH PUBLIC UNDER DATA.GOV.MY
Government
Data
Optimization
Transformation
Services
(GDOTS)
Data Driven
Public Service
Transformation
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GOVERNMENT DATA OPTIMIZATION
TRANSFORMATION SERVICES (GDOTS)
HEALTH DIGITALOCEAN
ENTERPRISEHEALTH
DATA LAKE
GOVERNMENTHEALTH
DATA LAKE
Public SectorData Ocean
Private EnterpriseData Ocean
National Data Ocean
HEALTH DATAOCEAN
PRIVATEHEALTH
DATA LAKE
PUBLIC HEALTHDATA LAKE
TRANSPORT DATAOCEAN
PRIVATETRANSPORTDATA LAKE
PUBLICTRANSPORTDATA LAKE
EDUCATION DATA
OCEAN
PRIVATEEDUCATIONDATA LAKE
PUBLICEDUCATIONDATA LAKE
Data Cleaning Data Processing
Methodology Technology
Category Visualization
Analytics
NATIONAL DATA OCEAN
e.g.QUALITY OF LIFE
COST OF LIVINGCOST OF GOODS
PUBLIC SECTOR DATA OCEAN
PRIVATE ENTERPRISEDATA OCEAN
PSDO
PEDO
NDO
Government Data Optimization Transformation Services (GDOTS) initiatives will drive Digital Government transformation –
MAMPU will be leading the Public Sector agencies towards building the National Data Ocean (NDO)
Lead by MAMPU
Lead by MDEC
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OPTIMIZATION OF SHARED SERVICES –
PUBLIC SECTOR DATA CENTRE (PSDC)
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Enhancement and
rollout Public Sector
Data Centre
ICT as a service
platform
Infrastructure as
a service
Platform as a
service
Software as a
service
Legislation, Policy, SOP, Guidelines, Best
Practices
Enablers
GovernanceManagement, Operationalisation dan Support Services(System Management and Monitoring, Backup Management,
Database Management, System Mingration, Helpdesk)
Data Centre Services
Physical Hosting Server
Virtual Hosting Server
Rack Hosting/Caging
Towards a comprehensive, flexible, effective and efficient Public Sector Data Centre
Business Continuity and Disaster Recovery
ICT Business Continuity
ICT Disaster Recovery Management
ICT Disaster Recovery Infrastructure
(Mirroring/Hot/Warm/ Cold/Offsite Storage)
Value Add Services
Big Data Platform
Open Data Platform
Source Codes Repository
Applications Hosting
Security (Physical and Logical)
Federal AgenciesFederal Statutory
BodyState Agencies
State Statutory Body
Local Authorities
Information Exchange Hub
Cloud Services: ICT-As-A-Service
Infrastructure-As-A-Service (IAAS) Platform-As-A-Service (PAAS) Software-As-A-Service (SAAS)
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LIFE EVENT FRAMEWORK– G2C PARADIGM
C I
T I Z
E N
S
AG
ENC
IES
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SIMPLIFY AND DELIVER WORLD CLASS
EXPERIENCE
CITIZEN EXPERIENCE ACROSS CHANNELS (TOO MANY FRONT DOORS AND INCONSISTENT)
GOSG MOE Portal
AgentCitizen
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CURRENT LANDSCAPE
(88.5%)
G2B
G2C 50%
18%
15%Internal
17%G2G
12,883
11,401
1,646 (14.4%)
0 5000 10000 15000
Mobile Apps di Dalam 152GAMMA
Mobile Applications
End-to-End Online Services
Online Services
165 (151 prepared in GAMMA)
Total Government Services
Source : MAMPU, 2017
GOVERNMENT ONLINE SERVICES
Terima kasih Thank You
All information incorporated within this slide is created for Malaysian Administrative Management and Planning Unit (MAMPU),
Prime Minister’s Department, Malaysia. All information is the property of MAMPU and any unauthorised reproduction is prohibited
