5. Citizen Uptake

The uptake of e-services has been limited because the fundamental problems of access, security, and privacy continue to hamper these services. Available data indicate that over time, there has been an increase in the uptake of e-services among citizens. In 2014, as many as 60.4 per cent of total Internet users in the country used online government services (MCMC 2014: 25), a significant increase from the 2011 figure of 38.4 per cent (MCMC 2014: 25). Nevertheless uptake is far from optimal. Less than half the taxpayers have adopted e-personal income tax filing in Malaysia, despite the promise of faster refunds by the Inland Revenues Agency (Nasr 2013, cited in United Nations 2014: 144). People are reluctant to trust the online tool with credit card details as the fraudulent use of credit cards is on the rise (Taylor Nelson-Flores 2002; Accenture 2004; cited in Kaliannan, Hazman and Raman 2009: 815). Taylor Nelson Sofres (2002), a market information services provider, found that 23 per cent of Malaysians surveyed were ready to release credit card and bank account numbers online to their government.

This reluctance is compounded by the fact that most online payment for services is executed via third party companies. The extent of controls, to ensure the integrity of the systems, over these companies is unknown to the public. While the Malaysian Communications and Multimedia Commission provides information as to which authority the public can make complaints, this does not appear to help increase public trust and use of these services.³³

A study by Hussein et al on use of e-Filing highlights the importance of trust in engaging in e-services. The study found that among lecturers and administrative staff of five public universities: Universiti Teknologi Malaysia, Universiti Teknologi Mara, Universiti Malaya, Universiti Putra Malaysia, and Universiti Islam Antrabangsa Malaysia (411 out of 500 responses where 53 per cent are female and 47 per cent male), issues of trust in the government still prevail (2010: 67–68). Out of the six predictors of uptake of e-services, the third strongest predictor was trust in the government. Past experience in dealing with government agencies does help to build up confidence among Malaysians to use e-Filing. It is implied that if e-government initiatives are to be successful, the existing government should demonstrate its trustworthiness by safeguarding the interest of the public. In addition, trust in the Internet was found to be the weakest predictor influencing intention to use the service.

A consideration of the end-user in the design and delivery of e-services is important to ensure that the target group is accurately captured. The website of the Department for Women’s Development shows a high fluctuation of users from 2012 to 2015, with single mothers being their largest clientèle of users.³⁴ Yet, the definition of single mothers under the Department for Women’s Development is narrowly conceived.

“Most of these mothers, they are women who are not legally divorced yet, because the process takes so long [but] the current definition of single mothers [under the Ministry of Women, Family and Community Development only considers] women who are divorced or whose husband is deceased, women who have become head of household because the husband is incapable because of his health and those things, and third, mothers with a child out of wedlock, [that is] they are not married [but have a child].” (Aliah Ali, interview, 2016; see also The Malaysian Insider 2015).

The website also highlights the importance of design and usability for targeted end-users who may not be so technically literate. For example, local NGOs such as Women’s Aid Organisation and Sisters in Islam, whose staff tend to be more Internet savvy than their beneficiaries, did not find the portal useful (Sumitra Visvanathan, interview, 2016; Aliah Ali, interview, 2016).

MAMPU’s own evaluation of Malaysia’s e-government shows that while some e-government programs are not fully utilised, others are not user-friendly especially to new users. It also shows that the progress of e-initiatives is thwarted as they are facing high turnover of skilled and experienced staff, high costs of development and implemen­tation of new programs, and inadequate plans for knowledge transfer (MAMPU 2009b).³⁵

There are concerns that end-users have not been given any real opportunities to provide input or participation in the design and delivery process of e-government initiatives. One project that could be of reference for loca government authorities with regards to public participation in governance, is the Kemaman Smart Community model.

The Smart Community project is based on the concept of transforming Malaysia into a Smart Nation using a building blocks approach – of creating an ICT ecosystem catering to the smallest geographic unit, and then integrating these 'smart communities' into larger building blocks of 'districts' and 'states'. This approach was piloted in Kemaman, a district on the east coast of Malaysia in 2008. Because of the political will of the concerned member of Parliament in establishing the Kemaman Smart Community, concrete efforts were made to ensure 100 per cent coverage of Kemaman. Not only were detailed studies and surveys carried out on connectivity architecture and needs of the community, but a blanket approval was given to set up the necessary infrastructure. As part of the project, in addition to internet connectivity and ensuring affordable access to ICT services and applications for rural and urban populations in the district, some flagship initiatives were launched: a lifelong learning initiative, a 'smart' flood management system for the area, and an innovation centre to encourage creativity. However, the project faces challenges in advancing its agenda of inclusivity and participation because of the bureaucracy and need for approvals, and in getting the right partners who will work with the community (Nor Akmar Shah Minan, interview, 2016).