| 4. In which ways is the initiative creative and innovative?
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The Mobile Unit Program is innovative by transforms the Government way of serving the public. With the implementation of this program, NRD has changed the way to deliver quality public service in which the service is no longer just available at the office counters the also but provided anywhere such as home for the people with special needs and senior citizens, indigenous people, hospitals and so on.
The technology used in this program also very sophisticated and innovative. The use of a Very Small Aperture Terminal (VSAT) as online intermediaries medium and used satellite technology for connecting systems in mobile set directly to the host in the NRD Headquarters in Putrajaya. It has network security features with data encryption to ensure identification data is fully protected. This approach is enables real time registration of birth and death certification and identity card. Besides of cost and time saving, the real time registration also eliminates clerical errors by using online data verification.
NRD also develop innovative equipment to use during Mobile Program to ensure that the target groups get the best service. The equipment develop are as follows:
i. Mini Mobile Studio to ensure the quality of the photos taken at the field meets specifications.
ii. M-Box: Convenient and safe toolbox for carrying mobile activities’ equipment.
iii. Adjustable chair photo capture for Senior Citizens & People With Disabilities.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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This program is implemented by NRD staff in Mobile Unit in every state throughout Peninsular Malaysia, Sabah and Sarawak. Objective for this program is not measured through high number of application. The main objective is to help those people who unfortunate even that target population is minority. Statistic of the programs are as following:-
MOBILE EHSAN STATISTIC FROM 2012 - 2016
STATE 2012 2013 2014 2015 2016
JOHOR 55 46 62 64 83
KEDAH 89 193 134 146 123
KELANTAN 0 3 28 94 116
MELAKA 0 0 80 58 57
NEGERI 9 0 0 0 1 45
P.PINANG 0 0 0 20 40
PAHANG 0 0 21 34 63
PERAK 3 1 48 52 67
PERLIS 0 0 0 35 48
SABAH 50 42 147 117 90
SARAWAK 27 58 79 98 65
SELANGOR 59 55 104 76 88
TERENGGANU 1 0 123 104 119
WP KL 11 17 14 26 25
WP PUTRAJAYA 111 79 17 30 32
TOTAL 406 494 857 955 1,061
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| 6. How was the strategy implemented and what resources were mobilized?
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The National Registration Department’s (NRD) Mobile Program started since 2002 with the creation of Special Mobile Unit of Sabah and Sarawak which was formed to carry out the registration of births, deaths and identification cards in rural and remote areas. In line with the 1Malaysia concept introduced by the Prime Minister, 'People First, Performance Now', the Mobile Program is intensified and widen to include Peninsular Malaysia so that more people benefited from its implementation.
It is one of the proactive endeavors undertook by NRD to ensure eligible individual been given a valid identity document. The strategy of the Mobile Program is by going to the field and identifies the undocumented person instead of waiting for public to come to the office to register and obtain the documents.
NRD's mobile programs also involve collaboration between other government agencies such as the State Education Department, Department of Indigenous People (Natives) Development and the Social Welfare Department. NRD also working together with Non-Government Organisations (NGOs) and community heads/ representatives to execute the program. Thus integrated cooperation is effective in gauging vital information of eligible individual for the purpose of issuance of valid identity document.
The Mobile Program encourages NRD's staff to be more proactive in identifying and registering the eligible Malaysians who are yet to have valid identification documents. This program definitely adding value to the service rendered to the community. The main objective of the program are to:
i. Register eligible Malaysians particularly those are the poor, persons with chronically ill, persons with disabilities (PWDs), and the rural communities who are yet to have a valid identity document;
ii. Provide awareness to the public about the importance of having a valid identification document; and
iii. Give best service to the people in line with NRD’s slogan of ‘Rakyat di Hati JPN’ and the 1Malaysia concept of ‘People First, Performance Now’
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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Ideas to initiate this Mobile Program is from NRD top management. The program design is based on Guide Walkabout Public Sector by the Prime Minister Office and taking into account the needs of the stakeholders involved as the public, NGOs, other government agencies and the private sector.
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| 8. What were the most successful outputs and why was the initiative effective?
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The five concrete outputs from the program are as follows:
1. To provide identity document to all eligible Malaysians citizen
2. Improve the level of national security
3. Form equality in living and chance to get equality in rights as a Malaysian citizen
4. By having the identity document the individuals will get opportunity for better jobs and better lives
5. Contribute to the stability of the economic, social and political
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| 9. What were the main obstacles encountered and how were they overcome?
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Geographical terrain is the major obstacles to reach the people who live in rural areas. The NRD staffs are forced to use special transport such as boats, 4WD vehicle and helicopter to register those people in remote areas. The rural areas are still undeveloped and not reachable by normal transportation. The absence of proper paved road made the journey difficult and takes longer time to reach the destination.
Cost of maintaining old vehicles used in outreach program is also very high. The vehicle needs to be repaired every time after the journey because of improper road.
There are also challenging to understand the culture and customs of natives in remote areas. Local dialect used by them is different from the majority might cause communication barrier. Some of them do not understand the importance of having official identification documents because they do not use it often compared to their counter parts in urban area. However, these obstacles can be overcome by invoking support and intervention from the local authority and local community leader.
There are also obstacle dealing with hygiene and health issue since the staff are dealing with people with chronically ill and persons with disabilities. NRD took the approach by providing hygiene equipment such as masks and gloves to prevent staff from any diseases.
Security issues also are obstacles to this program, especially when dealing with clients who have experienced mental illness or when mobile team have to travel to remote areas and have to go through the dense forests, rushing rivers and hills that lead the team exposed to dangerous of wild animals and injured during traveling to location.
These obstacles were resolved through the monitoring and policy-making committees, which involves top management led by the Director General of NRD and NRD State Directors. NRD is also engaging various government agencies such as Department of Indigenous , Department of Social Welfare, District Offices, NGOs and community representatives to help in implementing the Mobile Program.
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