Mobile Program : Inovation of Registration
National Registration Department of Malaysia

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
There are the poor, chronically ill, persons with disabilities (PWDs), and the rural communities that are difficult and no ability to come to National Registration Department (NRD) for registration of personal identification documents because of the financial, health and geographical factors. For those without identity documents will be denied the rights to have health facilities, education, subsistence, state aid, and freedom of movement. They will face problems in their daily affairs without identification documents. As a result of this lack of identity document they will be left behind in the modernization and government assistance or their chances to find a job very difficult. The effect of it will make their lives more miserable and hardship. This group of people will also not be able to enjoy life as an ordinary citizen who have personal identification documents.

B. Strategic Approach

 2. What was the solution?
To provide more efficient services and friendly to customers that deal, the National Registration Department (NRD) has established a Mobile Unit in every state throughout Peninsular Malaysia, Sabah and Sarawak to provide services that faster to the target population. Through this program NRD helps unfortunate undocumented people to obtain official identification documents. By having the identification documents, those people will benefit the rights to have health facilities, education, subsistence, state aid, and freedom of movement.

 3. How did the initiative solve the problem and improve people’s lives?
This program could improve the welfare of people as it helped people who are eligible to obtain identity documents. With the identification document, people do not face many problems in their daily lives, which make their daily lives easier and better. In the meantime the aspect of national security is also guaranteed when every citizen registered with biometric identity. In terms of prosperity, people can also enjoy subsidies, aids and welfare provided by the state to those in need, free health services, education facilities, secure jobs and a better life.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
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.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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
 6. How was the strategy implemented and what resources were mobilized?
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’

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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.

 8. What were the most successful outputs and why was the initiative effective?
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

 9. What were the main obstacles encountered and how were they overcome?
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.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
The Mobile Program transforms the Government way of serving the public. It challenges the ageing legacy of traditional counter-based agency-centric approach that is widely applied by Government offices in dealing with public. The program reforms the traditions, processes and institutional practices through the fusing of multitude of public and private players in an environment that promotes citizens centric strategies. 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, inmates and so on. Before the Program was introduced, the people in remote areas, people with special needs and senior citizens have to come to any of 232 NRD offices to apply for official identification documents. After this program was implemented, people in remote areas, disabled person and senior citizens could have official identification documents without travelling to NRD offices.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Each application through this program will be reviewed through the NRD database system to ensure that the individual is real and deserves identification documents without compromising the safety and integrity. By giving an authentic identity, it can ensure that each state aid granted in a transparent manner to all persons eligible for such assistance. indirectly it can prevent leakages in the provision of state aid.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
There is no special measures put place to ensure that the initiative benefits women and girls since the program is established to help all unfortunate people not only women and girls which including poor people, chronically ill persons, persons with disabilities (PWDs), and the rural communities. By having identity document, it can ensure the equality among citizen and improving their lives.

Contact Information

Institution Name:   National Registration Department of Malaysia
Institution Type:   Government Department  
Contact Person:   Haniza Hanim A Rahim
Title:   Madam  
Telephone/ Fax:   03-88808047
Institution's / Project's Website:  
E-mail:   hanizahanim@jpn.gov.my  
Address:   Level 2, No. 20, Persiaran Perdana, Presint 2
Postal Code:   62551
City:   Putrajaya
State/Province:   W.P. Putrajaya
Country:  

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