Questions/Answers
Question 1
Please provide a brief summary of the initiative including the problems/challenges it addressed and the solutions that the initiative introduced (300 words maximum)
“Services at your fingertips”- as easy as it sounds, Malaysian Government had introduced MyOnline Passport since September 2016. As part of the Immigration Department initiative to strengthen service delivery, this system will help to cut congestion at the Immigration Department counters. It is a hassle free process, user friendly and was designed to cater the normal renewal of passport. The applicant need only to key in basic information and upload a photo which meets the requirement, pay using credit card and may collect the passport at the Immigration counters anytime within 3 months period.
Even though MyOnline Passport offers a simple process, the security and safety of the system are at the highest level in which all the application will be directed to CRS to check any abnormalities.
a. What are the overall objectives of the initiative?
Please describe the overall objectives of the initiative (200 words maximum)
1.Design and deliver services based on the needs of the citizens
2.To Supports the achievement of Malaysia Vision 2020
3.Aligns the use of technology with the business direction of the Public Sector
4.Aligns the ICT implementation with ICT agenda of the Public Sector
5.Focuses on productivity and innovation
6.Increase in cashless Government digital services
7.Provide inclusive and citizencentric digital services
b. How does the initiative fit within the selected category?
Please describe how the initiative is linked to the criteria of the category (200 words maximum)
This initiative meets the chosen category because the Application for the Renewal of International Malaysia Passport is inclusive and its implementation involves all Malaysians to facilitate their overseas movement. This initiative is also being implemented following the public complaints regarding the urgency of immigration offices and limited operating hours for passport application services at the immigration office. Before the implementation of this initiative, the public will be present at the immigration office 5 am although the operating hours at the Immigration Office will start at 8.00 am to ensure that their passport application is successful. This situation caused much waste in terms of time, money and energy. Through this initiative it fulfills the aspirations of every Malaysian who wants online services that are faster and more accurate.
Question 2
The initiative should improve people’s lives, notably by enhancing the contribution of public services to the implementation of the 2030 Agenda for Sustainable Development and the realization of the SDGs
a. Please explain how the initiative improves the delivery of public services (200 words maximum)
1. The applicant may apply on their own time and place;
2. The renewed passport can be collected at any Immigration Counters;
3. Long queues, lengthy waiting time and queue numbers running out could be resolved with this system; and
4. Immigration Department could assign officers for more critical tasks such as duties at entry/exit point;
Question 3
The initiative must impact positively a group or groups of the population (i.e. children, women, elderly, people with disability, etc) and address a significant issue of public service delivery within the context of a given country or region.
a. Please explain how the initiative has addressed a significant issue related to the delivery of public services (200 words maximum)
The essence of this initiative, is provide the best service to the people in Malaysia. Improving passport application and renewal process was one of the priority task of the Immigration Department of Malaysia. The online system for application and renewal of Malaysian passport would speed the passport application and renewal processes besides providing a safe an efficient service to the public. With this initiative it will ease crowding at the counters because before the initiative were implemented the public needed to come to Immigration office than having to line up and wait for the whole process and contribute the congestion at Immigration offices. This initiative will help to cut congestion at the Immigration Department counters. It is a hassle free process, user friendly and was designed to cater the normal renewal of passport. The initiative also give the positive impact to all of the population in Malaysia. Senior citizens and mothers with small children also welcome the move because its very helpful and they don't have to worry about keeping the baby entertained while waiting. Those senior citizens who has never used online banking still willing to try online passport renewal with help form their children.
b. Please explain how the initiative has impacted positively a group or groups of the population within the context of your country or region (200 words maximum)
The people's passport woes have been over as they are able to apply for it online. The initiative has impacted positively Malaysian which is aimed at reducing queues at Immigration counters nationwide. With the initiative public can submit applications online and pick up their passports later the same day. The Immigration Department of Malaysia would ensure that passport were issued in an hour with complete documents and requirements.
Question 4
The initiative must present an innovative idea, a distinctively new approach, or a unique policy or approach implemented in order to realize the SDGs in the context of a given country or region.
a. Please explain in which way the initiative is innovative in the context of your country or region (200 words maximum)
Innovation to this initiative is that Malaysians should no longer be present at the Immigration Office for renewal of passports. In addition, before this each passport application requires 3 days to process. Through the initiative of waiting time to get a passport is only one hour. Previously, the applicant had to bring his own picture in the passport-processing process, but through this initiative the applicant only had to upload the specially-defined image. Malaysia ranked 8th in Asia and ranked 37th in the Global Innovation Index (GII) 2017 released by Cornell University, INSEAD, and the World Intellectual Property Organization. The Global Innovation Index assesses the capacity of 8 and the state's readiness for innovation for increased competition and development. In this regard, we as civil servants should add to our efforts to improve Malaysia's position in the Global Innovation Index which is one of National Transformation 50s aspirations.
Question 4b
b. Please describe if the innovation is original or if it is an adaptation from other contexts (If it is known)? (200 words maximum)
The innovation is the brainchild of the Immigration Department of Malaysia itself to reduce congestion at the counter and to save the cost and time of waiting for the people. Prior to this initiative all Malaysians can apply for renewal of their passports without having to wait long at the office. Once the passport is ready to be processed, the applicant should only attend to take their passport. The process of issuing passports within one hour is also just in Malaysia. The security aspect with the integrity of the passport is also undisputed because it uses the latest technology.
Question 4c
c. What resources (i.e. financial, human , material or other resources, etc) were used to implement the initiative? (200 words maximum)
The resources needed to implement this initiative are very minimize and cost savings. Financial resources are needed only to develop sophisticated software and information technology tools. For efficient human resources it is also necessary to process a passport application to be issued within an hour of work. In addition, the implementation of this initiative also requires an internet connection to enable each application to be processed and handed over within one hour.
Question 5
The initiative should be adaptable to other contexts (e.g. other cities, countries or regions). There may already be evidence that it has inspired similar innovations in other public-sector institutions within a given country, region or at the global level.
a. Has the initiative been transferred to other contexts?
Yes
Indeed, this initiative has also been adapted to the context of visa applications from abroad to Malaysia. Starting from 1st August 2017 onwards, eVISA for foreign students who enrol in public or private universities in Malaysia would be available namely for citizens of China, Myanmar, India, Sri Lanka, Nepal, Bangladesh, Pakistan, Bhutan, Serbia and Montenegro. Foreign students may self-apply Visa With Reference (VWR) online using the eVISA facility provided via www.windowmalaysia.my. The approval of eVISA is within 48 hours upon submission of the application. Once approved, foreign students and institution will received an email notification and required to print eVISA. The eVISA must be presented along with the approval to studying in Malaysia upon arrival. The immigration service at the Kuala Lumpur International Airport (KLIA) has been adjudged the best airport immigration service in the world for many years and recently in 2017. The awarded reflected the high level of service offered by staff of the department at KLIA in keeping with the 'Friendly Professional Integrity' slogan applied by the department in providing our service.
Question 6
The initiative should be able to be sustained over a significant period of time.
a. Please describe whether and how the initiative is sustainable (covering the social, economic and environmental aspects) (300 words maximum)
Myonline Passport is a Government initiative for Malaysian citizens to renew passports online. This initiative allows the public to upload passport size photographs and to make passport renewal fee using credit card or through direct debit facility (FPX) anywhere at any time. JIM has also set Key Performance Index for this initiative. The approval of an online passport application is targeted within one working hour. As of September 30th 2017, a total of 3,405 online passport applications have been approved, on average of 300 applications per month. These key transformational digital initiatives are bearing fruit that citizens at every level can benefit. It is very important to have an inclusive citizencentric digital government in Malaysia. The Immigration Department of Malaysia is doing well and making positive strides forward, but we certainly have the potential to do better. Therefore it is important for us to operate as a thinking public service that is adaptable, responsive, proactive, accountable and efficient in implementing policies, so as to gain the public’s confidence and dispel any negative perception of the service. We are pleased to have lived up to Immigration Department of Malaysia vision of Inspiring confidence in all, with our ‘can do mentality’, a ‘be-better attitude’ and a ‘collaborative spirit’. Immigration Department of Malaysia will continue to be driven by our mission, inspired by our vision and guided by our values. We will strive to do our best and work closely with our strategic partners and the community.
b. Please describe whether and how the initiative is sustainable in terms of durability in time (300 words maximum)
Immigration Department of Malaysia has set our strategic plan in motion, with initiatives and actions to achieve our vision by 2020. Our current five-year strategic plan, covering the period of 2015 - 2020, was formulated with security and sovereignty of the nation at the core of all efforts and with the theme, ‘Transformation Sustains Excellence’ which runs parallel to the aspirations of the Government Transformation Plan. Operating in a dynamic and fast-paced environment and faced with a heightened security climate, the Immigration Department of Malaysia continues to calibrate our systems and processes to provide our customers with seamless and efficient security service. Over the years we understood the advancement of technology and have adapted throughout the years to cater to the technological advancement and I can proudly say that, we, the Immigration Department of Malaysia had achieved many first in class or best in class game-changing systems
Question 7
The initiative should have gone through a formal evaluation, showing some evidence of impact on improving people’s lives.
a. Has the initiative been formally evaluated?
Yes
If yes, please describe how the initiative was evaluated? (200 words maximum)
True, this initiative has also conducted an impact study through Star Rating Assessment by The Malaysian Administrative Modernisation and Management Planning Unit (MAMPU). This initiative is also a high-impact initiative in the Malaysia Public Service Department Transformation Project. In addition, this initiative is also set as Key Performance Indicator (KPI) to YAB Deputy Prime Minister and Secretary General of the Home Ministry from 2016 to present. Targeted KPIs are Number of approvals of online renewal application for Malaysia International Passport (with complete documents and requirements) within 1 working hour
b. Please describe the outcome of the evaluation of the impact of the initiative (200 words maximum)
The achievement of the assessment of this initiative is the targeted Key Performance Indicator (KPI) of 90% is achieve with the real achievement of 143%. This means that each completed applications passport is processed and handed over within 1 hour of working hours. Apart from that, the initiative is also able to positively impact the quality of service delivery of the Immigration Department of Malaysia which is average for the people who are very satisfied with the initiative.
c. Please describe the indicators that were used (200 words maximum)
Total online application processed, x
Total online application received in 1 working hour, y
a = x / y x 100%
Month
(2017) Total online application received Total online application processed Percentage (%)
October 575 575 100
November 546 546 100
Disember 597 597 100
Question 8
The initiative must demonstrate that it has engaged various actors such as from other institutions, civil society, or the private sector, when possible.
a. The 2030 Development Agenda puts emphasis on collaboration, engagement, coordination, partnerships, and inclusion. Please describe what stakeholders were engaged in designing, implementing and evaluating the initiative. Please also highlight their roles and contributions (300 words maximum)
In implementing this initiative, the Immigration Department of Malaysia has held discussions with the Interior Ministry and the media to obtain clear input before the initiative is implemented. Apart from that, the Immigration Department also holds talks with national security printers to ensure the implementation of this initiative goes smoothly.
Question 9
a. Please describe the key lessons learned, and any view you have on how to further improve the initiative (200 words maximum)
The Immigration Department of Malaysia is always conducting assessments and improvements to this initiative. In order to ensure the quality of service delivery has truly met the people's aspirations, the Immigration Department of Malaysia has also extended the implementation of this initiative to Malaysian overseas offices. In addition, this initiative will also be enhanced from time to time in line with the benefits and benefits of the people who use this initiative.