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)
MPSP developed the “Smart Monitoring System” (SMS) to improve the quality of services provided to Seberang Perai residents, especially for services related to flood monitoring and response; earthworks monitoring and enforcement; monitoring development projects; and illegal dumping and environmental issues.
In early 2016, through innovation, the Smart Monitoring System 2.0 (SMS 2.0) was initiated and developed. This is an enhanced, improved and upgraded version of the earlier SMS. The SMS 2.0 involves the use of mobile application named SmartEye which can be uploaded into smartphone or gadget from the PlayStore using Android platform. This project enables the officer concerned to check and monitor the situation or problem on-site and provide feedback or report through this app uploaded in a mobile phone without using a computer at the office.
Basically, the SMS 2.0 is a reporting, monitoring and response system which facilitate two-way communication between the public and MPSP. SMS 2.0 integrates data and information from social network (MPSP Watch Facebook) and an application system known as “Citizen Action Technology” (CAT). The two (2) main functions of SMS 2.0 are:-
i. a channel for the residents or public to communicate with MPSP in reporting complaints, provide feedbacks and recommendations on issues regarding urban services; and
ii. to monitor progress and development works on-site in ensuring the developers compliance to the approved plans.
This system helps to improve the quality, the effectiveness and the efficiencies of MPSP services on the ground and provide a comfortable and better place to live and work. This system is faster, easier and user friendly. This system allows the Municipal President and Secretary to be able to view the complaints from the public as well as monitor the progress of the work carried out to rectify the problem from their office through a 60-inch flat screen television.
a. What are the overall objectives of the initiative?
Please describe the overall objectives of the initiative (200 words maximum)
The main goal of SMS is to create two (2) way communications between the community and MPSP. The system is designed to develop more creative management services to improve and refine the MPSP service delivery system towards fulfilling the aspirations and hopes of the people. SMS is displayed on the 60” television screen in the President and Municipal Secretary’s office for monitoring purposes or by using smart phone.
SMS enable MPSP to execute more comprehensive and systematic procedures, particularly in giving orders, monitoring developments, enforcing changes and making more accurate conclusions. It uses multimedia data to integrate development projects, such as earthworks, drainage and road works, and building development.
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)
The SMS 2.0 was initiated during a brainstorming session with MPSP top management. It is an in-house operation where data from MPSP Watch Facebook and CAT App are integrated with SMS 2.0 and monitored by one staff member in MPSP.
The objectives of establishing SMS are:-
i. To ensure all development activities are in conformity with the approved plans;
ii. Public empowerment by engaging the public to monitor urban services;
iii. Provide a forum for people to express their views regarding urban services;
iv. Enable MPSP to take swift actions in rectifying the problems; and
v. Improve MPSP urban services to provide a comfortable place to stay, work and invest.
The communities are the eyes and ears of MPSP and they are most welcomed to transmit information directly through the use of these applications. With a total population of 948,560 people residing in a total area of 738.41sq km, this Public Engagement will definitely help MPSP in keeping Seberang Perai clean (clean, green, safe and healthy).
These applications established what is known as “Citizen Engagement” which enables the local communities to be directly involved as well as work side by side with MPSP to monitor the cleanliness in Seberang Perai.
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)
MPSP using a new radical approach that allows MPSP to enhance the level of service delivery to be more efficient and effective.
i. The feedback received showed the stakeholders are aware of the use of technology in daily life.
ii. Accelerate the resolution of complaints submitted and form a two way communication between MPSP and stakeholders.
iii. Utilization of the latest technology for optimum capacity.
Complaints in SMS 2.0 can be submitted through three easy steps: snap a photo, select the category of complaint and describe the location, and finally upload the complaint (submit).
Complaints can be resolved in accordance with Standard Operating Procedures (SOP) provided. As an example, for uncollected rubbish – must be solved within the same day and complaints om matters other than cleaning must be settled within three days. The complainant will receive notification via SMS 2.0.
Whereas for monitoring development projects, MPSP through collaboration with project Resident Engineer or Principal Submitting Person (PSP) will provide the status of project by uploading images in SMS. Through SMS, MPSP will be able to monitor the project together with PSP.
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)
SMS 2.0 enables MPSP to deal with complaints quickly and helps to reduce labour costs, as SMS provides a comprehensive monitoring system with minimal man power. It uses an integrated approach, providing a regulated environment within an institutional framework that encourages the use of information technology.
By installing a multimedia display to support this system, MPSP can execute more comprehensive and systematic procedures, particularly in giving orders, monitoring developments, enforcing changes and making more accurate conclusions. It uses multimedia data to integrate development projects, such as earthworks, drainage and road works, and building development.
The average response time for the SMS is one working day and the Key Performance Indicators (KPI) for taking action on the complaints are as follows:
1. Complaints regarding uncollected garbage, trash or rubbish traps in the drains or town roads will be handled on the same day;
2. Other complaints and feedback will be given in three days
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)
MPSP uses this system as a platform to deliver information to the citizen of Seberang Perai. It also provides a social engagement platform for MPSP and stakeholders, which facilitates monitoring, especially on cleanliness. The initiative is in line with Penang State Government’s Competency, Accountability and Transparency (CAT) principles that call for good governance to generate prosperity that can be shared equitably.
SMS 2.0 is a faster and more user-friendly approach compared to the conventional complaint-handling process. Citizen can access by using technology such as smartphones to submit their complaints. The main goal of SMS 2.0 is to create a bridge of two-way communication between community and MPSP. It provides an alternative solution to the problems and is a joint innovation involving the communities.
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)
Through technology and the use of smartphones, SMS2.0 is a faster and more user-friendly approach compared to the conventional complaint-handling process.
MPSP Watch and Citizen Action Technology (CAT) is an interlink data and it is a practical approach to help communities to communicate with MPSP in terms of urban services. MPSP uses these apps to get the views of the public and improve services to the citizens of Seberang Perai. This application is much faster and user-friendly.
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)
This is a new approach and method for the stakeholders to interact with the government. The implementation of SMS 2.0 gives a positive impact to the administration of the government whereby the government is able to provide faster and more transparent services which will eventually lead to a cleaner, greener and healthier city.
Question 4c
c. What resources (i.e. financial, human , material or other resources, etc) were used to implement the initiative? (200 words maximum)
The most significant and important contribution of SMS 2.0 is time, money and energy consumptions are utilized at the minimum level. For Seberang Perai,having a wide area, this application becomes a most effective and efficient tool to carry out monitoring works and enforcement actions. This application also provides opportunities for stakeholders to channel their complaints and ideas without limitations and extra cost.
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
This is a new approach and method for the stakeholders to interact with the government. The implementation of SMS 2.0 gives a positive impact to the administration of the government whereby the government is able to provide faster and more transparent services which will eventually lead to a cleaner, greener and healthier city.
A number of local authorities in West Malaysia such as Penang City Council (MBPP), Johor Bahru City Council (MBJB), Hulu Selangor District Council (MDHS) and Alor Gajah City Council (MBAG) have shown interest on SMS 2.0 and are keen to apply this SMS 2.0 in their operation.
MPSP’s achievement on this project has been well recognized by the Malaysian Federal Government. Malaysian Local Authorities Innovations Award (AIPBT) has awarded MPSP as the first runner-up at the national level and first runner-up at the Penang State level as well. MPSP is dedicated to continue its efforts on generating creative ideas for enhancing systems to provide efficient and effective service delivery and giving greater impact to stakeholder.
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)
Social
SMS 2.0 was created to benefit the social life of the population were problem can be solved by effective and efficient manner. Where KPI has been set to take action of the complaints are not collected garbage, trash or rubbish traps in the drains, road town patch on the same day and other complaints and feedbacks will be given within three (3) days. This initiative has been received well by the community.
Economic Sustainability
This initiative involves only one staff to monitor complaints received via SMS 2.0 without the need for additional staff and conducted in-house. The overall cost to establish the system was only MYR50,000 (USD12,500) excluding hardware such as television and computers.
The most significant and important contribution of SMS 2.0 is time, money and energy consumption are utilized at the minimum level. This system is more significant and helps to assist in monitoring and enforcement action in the whole area of Seberang Perai which covers of 738 km². This system is monitored and coordinated by one staff.
Enviroment
Creating a clean, healthy, beautiful and safe enviroment in Seberang Perai
b. Please describe whether and how the initiative is sustainable in terms of durability in time (300 words maximum)
The main goal of SMS2.0 is to create a bridge of two-way communication between community and MPSP. It provides an alternative solution to the problems and is a joint innovation involving the communities. The implementation of SMS2.0 gives a positive impact to the administration of MPSP whereby MPSP is able to provide a faster and more transparent services which will eventually lead to a cleaner, greener and healthier Seberang Perai. The system is designed to develop more creative management services to improve and refine the MPSP service delivery system towards fulfilling the aspirations and hopes of the people. The way forward for SMS2.0 is to develop another application called SMS3.0 that involve MPSP’s staff for monitoring and submit the complaints. It still using Smart Eye application but upgrade for version 3.0.
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)
Complaints can be resolved in accordance with Standard Operating Procedures (SOP) provided. As an example, the complaints about uncollected rubbish have to be solved within the same day and the complaints other than cleaning have to settle within three (3) days. The complainant will receive a notification via SMS 2.0 per feedback towards complaints have been submitted to MPSP.
Whereas for the monitoring of projects, MPSP in collaboration with Resident Engineer or Principal Submitting Person (PSP) project to provide the status of project by uploading images in Smart Monitoring System. Through Smart Monitoring System, MPSP enable to monitor the project together with PSP. Report of cooperation among Developers, PSP and MPSP were also reported at the SPEAD Meeting (Surveyors, Planner, Engineer, Architect, and Developer) every three (3) months.
b. Please describe the outcome of the evaluation of the impact of the initiative (200 words maximum)
MPSP using a new approach and a more radical idea to allow MPSP enhance the level of service delivery to be more efficient and effective. The improvement in this case shows the effectiveness of the use of SMS 2.0 by stakeholders who using the latest technology where :
i. The feedback received showed the stakeholders are aware of the use of technology in daily life.
ii. Accelerate the resolution of complaints submitted and form a two (2) way communication between MPSP and stakeholders.
iii. Necessity meets significant changes in the needs of customers and stakeholders more efficiently.
iv. Necessities utilize the latest technology for optimum capacity.
Besides that, complaints in SMS 2.0 can be submitted through three easy step: snap a photo, select the category of complaint and describe the location, and finally upload the complaint (submit).
c. Please describe the indicators that were used (200 words maximum)
The indicators that been using is the feedback to complainants through the SMS is one (1) day (on working day) and the Key Performance Indicators (KPI) to take action of the complaints are following: -
i. Garbage not collected, trash or rubbish traps in the drains, patch town road on the same day.
ii. Other complaints and feedbacks will be given within three (3) days
KPI is determined based on the type of complaints like above, which is generated through the system SMS 2.0 and monitored by one staff member in the Department of Corporate and International Affairs. This KPI is to serve as a guide to the Person In Charge to take action on complaints.
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)
SMS 2.0 has also been established with the involvement of the community where the community helps MPSP to become the eyes and ears to report to the MPSP via SMS 2.0. Therefore, the community has created a channel that does not require the cost and use of existing resources such as MPSP Watch Facebook and BetterPenang application.
Data from 'MPSP Watch' Facebook and 'BetterPenang' application integrated with SMS 2.0 and monitored by one staff member in the Department of Corporate and International Affairs.
Smart Monitoring System 2.0 (SMS 2.0) through the provision of systematic reporting can minimized the usage of time, money and energy consumption. The implementation of this system is more significant because Seberang Perai has a wide area to carry out monitoring work and enforcement action. The system is capable in providing an avenue for stakeholders to channel their complaints and ideas without limitations and cost.
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 use of BDA,IoT and cloud computing based on Industry 4.0 principles in complaints management and surveilance.