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Taiwan Elevates Citizen Service Resilience, Experience

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In a recent Executive Yuan meeting, the Ministry of Digital Affairs (moda) unveiled significant strides in its “Government Digital Service Health Check Implementation,” a pivotal initiative falling under the broader Digital Cruise Programme launched in 2023.

The programme prioritises three key facets: high availability, user-friendliness, and maintainability. moda has already conducted health checks on 23 critical systems, including the Immigration and Emigration System and the Labour Insurance Bureau’s e-services system, offering improvement suggestions and long-term enhancement directions.

The emphasis on resilience is particularly evident in moda’s collaboration with the Ministry of Finance to enhance the electronic invoice integrated service platform’s operational efficiency. This initiative addresses network congestion caused by the surging demand for electronic invoice data queries.

Looking ahead to 2024, moda aims to extend the cruise health checks to at least 20 vital public service systems, with the goal of fortifying system operations, ensuring a stable public service experience, and building public trust in government systems.

The moda clarified that the Resilience Cruise Programme acts as a complement to the existing cyber security audit mechanism of the Administration for Cyber Security. Unlike the latter’s primary focus on cybersecurity, the Resilience Cruise Programme delves into the procedural and technical aspects, addressing concerns related to slow response times and service interruptions.

Past issues, such as outages due to excessive user load or equipment failures, have prompted moda to adopt a comprehensive approach. To fortify the resilience of government digital services, moda engages in health checks that encompass both procedural and technical dimensions.

The objective is to assist agency personnel in reviewing system architecture, offering professional advice to ensure continuous service provision during abnormal fluctuations or extreme conditions, and enabling swift recovery after failures. This dual-pronged approach aims to elevate the overall quality of government digital services.

In an innovative move, moda plans to integrate project reviews with agencies’ schedules for new system construction or modifications. By initiating health checks during the planning phase, moda seeks to provide resilience design recommendations. The ministry’s active involvement, including the direct implementation of project funds, ensures that agencies receive guidance in enhancing system robustness and fostering a culture of resilience.

The Ministry also emphasised that the Digital Resilience Cruise is not a mandate but a collaborative process facilitated through on-site guidance. Expert teams and system organisers work in tandem to embed the concept of resilience into organisational culture.

This collaborative approach empowers agencies to autonomously and continuously enhance the digital resilience of various services. Likewise, moda envisions establishing a smart nation characterised by trust and positive service experiences, reflecting the transformative impact of its strategic digital cruise initiatives.

By strategically implementing the Digital Cruise Programme, Taiwan aims to fortify the resilience of its government services, ensuring uninterrupted accessibility and functionality, especially crucial in the context of the rapidly evolving digital economy, where efficiency, speed, and user-centricity are paramount, a resilient and user-friendly government service framework becomes a catalyst for economic success.

The health checks conducted on vital systems align with the digital economy’s emphasis on robust and secure infrastructure, safeguarding against potential disruptions and cyber threats. Further, fostering a culture of continuous improvement and autonomy is in line with the agile principles that drive innovation within the digital landscape.

On the other hand, a seamless and intuitive user experience not only improves citizen satisfaction but also encourages increased engagement in digital transactions. This, in turn, contributes to the efficiency and effectiveness of government operations, fostering a more dynamic and responsive digital economy.


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