Questions/Answers

MyGov*Net is an integrated, reliable, secure, and centrally managed telecommunications network service to support the government’s service delivery system for the public sector in Malaysia. MyGov*Net provides an access to the government's electronic applications within agency and access to the internet using multiple technology. This initiative is an enabler to digital government in supporting Malaysia Digital Economy Blueprint (MyDIGITAL) to transform Malaysia digitally by 2030. To date, MyGov*Net has connected more than 11,000 local government nationwide and globally including the government facilities in the rural areas such as rural health clinic. MyGov*Net runs with proactive monitoring 24x7x365 and complies with the ISO standard for quality in administration, ICT security, and process automation. MyGov*net is adopting agile implementation and future-proof technology, a 99% achievable service level guarantee, and responding to new expectations from citizens for better services, smarter implementation, and good policies. Thus, facilitating the attainment of the eighteen (18) Sustainable Development Goals (SDGs). Success story of MyGov*Net has been recognised with the distinguished FutureGov Excellence Awards, published in the Asia's Government Modernisation Publication, FutureGov Magazine, 2013. MyGov*Net has received ‘Champion Top 5’ in the Information and Communication Infrastructure category recognition at the World Summit on the Information Society (WSIS), held in Geneva, Switzerland from September 7 to 10, 2020. MyGov*Net played a significant role as the catalyst in realising the government’s objective and prioritising the needs to provide the best service for the citizens. Hence, with MyGov*Net, the government has successfully delivered the best, efficient and systematic services, where the productivity of the government sectors has increased in all sectors, thus enhancing the users’ experience. The implementation of MyGov*Net services at Rural Transformation Centre (RTC) has benefited citizens by facilitating their dealing with government agencies such as the Immigration Department of Malaysia and the National Registration Department.

MyGov*Net provides a connectivity to facilitates agencies to offer their online services delivery to the citizens directly. Online services enable the ability of civil servants to work in conducive digital environment. With the online services, it will increase productivity and optimize the resources of civil servants.

In line with goal 16 in reforming governance towards greater transparency and enhancing efficiency of public service. Goal 16 aims to promote inclusive, peaceful and just societies, which represent indispensable elements for the SDGs. The presence of strong institutions and rule of law have implications on livelihoods, social participation, security of basic needs, economic participation and overall wellbeing. Securing access to information is crucial to enable greater transparency and collaboration between institutions and people, which in turn deliver stronger, inclusive outcomes. With all connectivity to the government offices in place, the efficiency of government service delivery will be improved and helps public sector to build trust and loyalty of government services. It increases the probability of positive word of mouth, but at the same time reduces all friction between citizens and government agency. This will impact on the government agencies as a strong, effective, transparent, and accountable institutions.

Agile and ready-to-deploy is the principle of MyGov*Net. This has been demonstrated at The Urban Transformation Centre (UTC). UTC is a one-stop centre that offers multiple Public Sector services to the urban community seven days a week with extended hours. The primary purpose of the UTC is to reduce the cost of agencies in providing services to the public. The agency’s network was consolidated and able to provide their services more efficiently under one roof. Dramatic increase in visits to the UTC as it offers critical government services that meet public demand.

MyGov*Net provide the connectivity to enable government services delivery to be delivered to the citizens by using mobile connectivity such as Road Transport Department mobile counter, National Registration Department mobile counter and mobile court. These mobile counter services ease citizens to get the services from government. In addition to that, the ministries also provide the online services for the public to use anytime anywhere whenever required. This leads to improved performance, regardless of location. Therefore, the government services delivery can be obtained either using the counter physically or online.

This is not applicable for our initiative since the project give benefits to all.

The MyGov*Net services is available to the Ministries, Department or Federal Government Agencies and Federal Statutory Bodies under the Ministry's remuneration. MyGov*Net as single government integrated network in position to response in effective manner of real time demand for mobility, social media, and big data analytics emphasizing speed and agility are fundamentally changing the way citizens live, work and interact with each other. MyGov*Net are providing unprecedented opportunities for the government, enabling them to radically transform the complex bureaucracies to become more agile, citizen centric and innovative. This initiative enables the government agencies to improve their service delivery and productivity. For examples, the government payment can be process within 14 days and the renewal of passport within a day. By providing the connectivity, MyGov*Net also support paperless initiatives and become environmentally friendly as most of the transaction and activities are online.

Before 2013, all government agencies managed their own network. We have experienced segregated network and difficult to manage. On top of that, the overall cost to manage the individual network is higher. In January 2013, MyGov*Net is established. Those individual networks were migrated to MyGov*Net and centrally managed by MAMPU. Over nine (9) years of implementation, we have increased the number of sites to become more than 11,000. A managed network service provides greater control of service levels and performance, with service level agreements for continuation of service by 24 x 7 x 365 supports, customer desk and Network and Security Operation Centre (NSOC). Since 2013, two studies had been conducted to evaluate and benchmark the quality of service provided by MyGov*Net and both studies have shown that MyGov*Net reached new sets of benchmarks. MyGov*Net undergoes a Customer Satisfaction Index (CSI) study annually using TR*IM index methodology, and the study have shown there was a significant increase of +17 index from 76 in 2013 to 93 for year 2019 which indicate above global benchmark (84 index). The CSI survey continuous for the year 2020 with score rating +50 using Net Promoter Score (NPS) methodology which is equivalent to NPS global benchmark on telco (+50). In 2018, MyGov*Net impact study has been conducted on 3 key areas of MyGov*Net which are Network Service Provider, Network Service Effectiveness and Network Security. The result shows that all three key areas have met service level agreement (SLA). The same study also found that 90% of public sector agencies agree that MyGov*Net is a reliable network service of its availability and stability.

The most challenges part in our initiative is limited coverage of high-speed connectivity due to high cost of investment to provide network infrastructure to the rural areas. To overcome this situation, the connectivity is provided based on the best available technology which are VSAT or mobile networks. However, the performance of these technologies are not comparable to the fibred network. In addition to that, the coordination to meet the requirements among varies agencies are quite challenging

Reducing the operational costs is a proven fact for MyGov*Net. Through the consolidation and rationalisation of MyGov*Net services across agencies, it eliminates duplication and drive down costs per bandwidth - driving up further efficiency altogether. It reached a significant saving of 85% in cost as compared to individual Agencies network cost including the integration. MyGov*Net environment simplifies and accelerates the ability to extend services to newly acquired or reconstituted organisations. As MyGov*Net is centrally managed, the agencies are able to focus on their core business without hassle with the network management.

New Zealand had the same structure and the similar setup as Malaysia. It has an agency similar to MAMPU called Department of Internal Affairs (DIA) which is responsible to drive the ICT strategy across the government agencies. Therefore, it was vital to understand the practices and initiatives that were carried out by these countries that can be translated into adoptable good practice as a step to move higher in the ranking.

Over nine (9) years of implementing MyGov*Net, we are not using emerging and frontier technologies. However as a network provider, we support the emerging and frontier technologies. MyGov*Net is part of the Malaysia Digital Government initiative under optimization shared services and cyber security to embrace and adopt new ways of working with the latest and emerging technology. MyGov*Net provide a network infrastructure for the public sector as enabler to the Digital Government. This is in line with Malaysian Digital Economy Blueprint which target 80% of cloud computing implementation across the public sector by 2022.

No.

This initiative can be adapted to the others country by looking at the business model and the successful of the implementation. More cost-savings was one of the key benefits of this initiative - it also helped to identify and provide common services, such as business analytics, customer relationship management and web content management, Infrastructure as a Service (IaaS) and Platform as a service (PaaS) offerings on future Government-Cloud. This enables introduction of new services such as government web service exchange and gateways to citizen authentication. The increase in scope of services is an added value to the users that enhance user experience. MyGov*Net environment simplifies and accelerates the ability to extend services to newly acquired or reconstituted organisation and this have been demonstrated at Ministry of Health (MOH) which allow more than 100 applications that are regularly accessed by users including the citizens for telehealth applications are made available. It is about maintaining good health and wellbeing of the people in ensuring overall realisation of economic growth and raising the standards of living

MyGov*Net project is a contract concession with contractor for 10 years. The cost of projects are allocated from development expenditure that has been projected every 5 years by tenth to twelve Malaysia Plan initiative. MyGov*Net project team consists of 18 government staff and 350 staffs from contractor. We have a strong team and digital skilled worker who thrive within a challenging and rapidly changing economy. The deployment of support from contractors nationwide is significant in expediting operational action.The implementation of MyGov*Net managed services operation 24x7x365 can ensure the Service Level Guarantee (SLG) is met.

MyGov*Net have allocations for ICT development projects in Malaysia for 10 years under 10th Malaysian plan until 12th Malaysian plan. In realizing the digital government, the connectivity is a must. The Malaysia government office will rely on MyGov*Net to get connected.

Yes

(i) Customer satisfaction index MyGov*Net undergoes a Customer Satisfaction Index (CSI) study annually by third party's consultant to evaluate the quality of service provided by MyGov*Net. Over nine (9) years, they had been evaluated nine (9) times.MyGov*Net was evaluated by third party consultant which are Kantar (M) Sdn Bhd and NeilsenIQ (Malaysia). The objective of this survey is to measure the product and service performances based on customer’s experience and to gauge quality of relationship and loyalty between MyGov*Net and Government agencies. (ii) MyGov*Net Impact study MyGov*Net also undergoes an evaluation of MyGov*Net services through the impact study which was done every three years. The impact study was evaluated by third party consultant which is IDC Market Research (M) Sdn Bhd. The objective of this study is to evaluate the impact of the MyGov*Net on the government digital services.

(i) Customer satisfaction index MyGov*Net Customer Satisfaction Index (CSI) study using TR*IM index methodology, and the study have shown there was a significant increase of +17 index from 76 in 2013 to 93 for year 2019 which indicate above global benchmark (84 index). The CSI survey continuous for the year 2020 with score rating +50 using Net Promoter Score (NPS) methodology which is equivalent to NPS global benchmark on telco (+50). (ii) MyGov*Net Impact study The methodology used in this study are online survey, in depth interview (face to face), focus group discussion and benchmarking study.

(i) Customer satisfaction index MyGov*Net Customer Satisfaction Index (CSI) study using TR*IM index methodology, and the study have shown there was a significant increase of +17 index from 76 in 2013 to 93 for year 2019 which indicate above global benchmark (84 index). The CSI survey continuous for the year 2020 with score rating +50 using Net Promoter Score (NPS) methodology which is equivalent to NPS global benchmark on telco (+50). (ii) MyGov*Net Impact study In 2018, MyGov*Net impact study has been conducted on 3 key areas of MyGov*Net which are Network Service Provider, Network Service Effectiveness and Network Security. The result shows that all three key areas have met service level agreement (SLA). The same study also found that 90% of public sector agencies agree that MyGov*Net is a reliable network service of its availability and stability.

Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) as lead agency for the public sector transformation program has been entrusted to enhance the country’s competitiveness and strengthen the organizational management and ICT. MAMPU plays an important role in providing a secured and trusted integrated government ICT network to support online delivery system for the Government services. Government agencies nationwide connected through MyGov*Net. MyGov*Net initiative was endorsed by the cabinet of Malaysia in 2013. The implementation of MyGov*Net aims to realise the national transformation agenda, in line with the National ICT Infrastructure Direction. The Government Transformation Programme (GTP), Economic Transformation Programme (ETP) and 10th (RMK-10) Malaysia Plan are the key drivers for a holistic ICT management and development programme for Malaysia to achieve developed nation status by 2020. This initiative is an enabler to digital government in supporting Malaysia Digital Economy Blueprint (MyDIGITAL) to transform Malaysia digitally by 2030.

MyGov*Net’s stakeholders have played their roles and responsibilities to make the deliverables better and MyGov*Net needs them to support both the development effort and eventual use of those deliverables for the MyGov*Net project to be truly successful. From the beginning of development, our stakeholders from Treasury, Economy Planning Unit, Attorney General’s Chambers and Public Private Partnership Unit were involved in the policy making, budgeting and contractual matters for implementation on MyGov*Net project. The decision was endorsed by the Cabinet of Malaysia. A dedicated MyGov*Net governance structure has been established to drive effective formulation, implement and monitor MyGov*Net project. MyGov*Net governance comprises of the steering committee, technical committee and project team member. GITN Sdn Bhd was appointed as a partner in implementing MyGov*Net. Active participations from strong partnerships between all stakeholders, including government agency as a user are necessary for the equitable and cohesive success of MyGov*Net. In fiber optic construction context, stakeholders from Telekom (Malaysia), Working Department and Local Authorities were involved.

MAMPU as an owner of MyGov*Net needs full commitment and cooperation from the government agencies. As communication is vital for a project to succeed, clear communication between the government agency and MAMPU is essential regarding on the new line applications, transfer, termination, upgrades and downgrades at the dedicated sites. The change management activities need to be improved to include all level of users especially the liaison officer at sites so that the communication gaps can be reduced, and the project implementation will be as planned. Reliance on existing communication infrastructure and lack of telecommunication network infrastructure and support systems, especially in rural areas, has resulted MyGov*Net implementations to not being able to expand. To overcome network infrastructure problems in rural areas, MyGov*Net is rely on other central government initiative which was formulated to provide wider coverage and better quality of broadband experience for the citizens.