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The digital economy grew rapidly in 2020, as the pandemic drove businesses to ramp up their online offerings. Similarly, the “new normal is forcing the public sector to speed up digital transformation initiatives to ensure that citizens continue to have mission-critical services uninterruptedly and seamlessly.
Governments and agencies around the world are implementing a slew of digital transformation strategies to enhance citizen satisfaction and experience as well as to cut costs. These initiatives have been accelerated by the pandemic and, in some cases, it has helped clean up systems. While the pandemic has revealed flaws, it has also created opportunities to strategise and strengthen economic, societal and infrastructure resilience, effectiveness, and responsiveness.
The public sector is currently focusing on improving service delivery by deploying digital technologies to broaden its scope and quality. This includes improving e-government portals to become more efficient through monitoring and progress analysis.
The adoption of cloud technologies has seen a significant uptake, as it plays a critical role in enabling the rapid transition to remote working and scaling up services to meet surging demand.
Like other countries, Malaysia is also still facing significant challenges as a result of the crisis. It has impacted Malaysians of all ethnicities and social classes, as well as both the public and private sectors. Entire industries have been disrupted and many day-to-day interactions are now virtual.
The Malaysia Digital Economy Blueprint has been developed to set the direction, outline the strategies, initiatives and targets to drive the growth of the digital economy, including bridging the digital divide. By capitalising on existing opportunities, the Blueprint will ensure that the country is ready to embrace digital technology and realise the aspirations of MyDIGITAL.
It has compelled the public sector to optimise IT architecture and processes, as well as hastened the adoption of cloud technologies, managing technological risks and scaling up government services to the uptick in demand.
The government now collects performance data regularly that can provide insights to be used for future planning and decision-making. This will result in a forward-thinking public sector that uses relevant citizen data to move toward more proactive and, possibly, predictive service delivery.
It is evident that a successful Digital Transformation programme will improve transparency, accuracy, and accountability, ensuring Malaysian citizens benefit from an improved democratic process.
This was the focal point of the OpenGovLive! Virtual Breakfast Insight on 23rd September 2021 – a closed-door, invitation-only, interactive session with Malaysia’s top government agencies. The session is focused on imparting the current advancements and measurements in the Public Sector’s digital transformation journey towards efficiency.
Citizen-centric solutions for future-ready government


Mohit Sagar, Group Managing Director and Editor-in-Chief, OpenGov Asia, kicked off the session with his opening address.
During the pandemic, he acknowledges, the demand for online services skyrocketed. As a result, many businesses offered a plethora of personalised options which has made customers more discerning and demanding. According to Mohit, the rate of this acceleration is driven and underpinned by technological advancements. Certain platforms empower organisations significantly – which is ultimately what organisations and governments seek.
In addition to digital offerings, there has been a paradigm shift in the way people think about and adopt any technology. Moreover, there has been a radical change in the culture after the pandemic. The approach to new platforms, new solutions and new applications are far different from the pre-pandemic era. People, organisations and governments see the need for and are willing to take the risk to adopt new ways of doing things online, digitally and remotely.
The main challenge for governments as they endeavour to meet the changed demands of citizens is juggling many things at once – infrastructure, processes, security and upskilling. With the amazing job that retail and banking have done compounded with the ubiquity of smart devices and the transition to becoming digital-natives, citizens are far more tech-savvy. Every household in every country now uses technology in their daily lives and data plays a critical role in this digital landscape.
Citizen requirements are evolving – they demand more, faster and easier services – and are growing by the day. To manage these expectations and meet the demands, governments need to become more tech-dependent and agile; but there is much opposition to change.
This resistance can be overcome if organisations collaborate intentionally and proactively. Planning a digital strategy involves engaging and collaborating with multiple stakeholders. This requires not only time and technology but expertise.
Mohit believes that finding the right partner is critical to success. Working with experts frees agencies to concentrate on their core mandates and deliverables.
The new normal needs a new way of thinking


Eric Quah, Country Manager, Red Hat Malaysia, in his opening address emphasised how digital transformation, driven by COVID-19, has irreversibly changed people’s lives and daily activities.
He emphasised the importance of being a citizen and the responsibilities that go with being one. People need to have clear and realistic expectations of transformational change from the government. There must be an accurate and reasonable understanding of what a government can and should do in the light of what is essential and required to thrive in the current scenario.
Eric thanked Mohit for hosting the event and expressed the hope that it would provide knowledgeable and informative insights on advancing the digital transformation milestones.
My Digital Government for the Future – The Open-Source Way


Danielle Lee, Transformation Specialist, APAC Transformation Office, Red Hat acknowledged how everything had changed overnight when COVID-19 hit the world in late 2019. In the months that followed, practices, platforms and processes that were put in place – for the most part reactively and ad-hoc – have become the SOP for the “new norm”.
The pandemic, in her opinion, has put tremendous pressure on organisations to shift to digital and this new norm is required to operate with speed, scalability and stability. A few services have emerged as the new digital norm stand out in terms of transformation.
For instance, the Open API system has changed the way institutions think about technology and security. Organisations to interact digitally through the integrated and seamless Customer Experience methods. These have now become essential and are no longer merely ‘good to have’ – they are a top objective and expectation needed to provide a frictionless experience for end-users.
Currently, everything is online or via mobile and there is renewed pressure to transform how Malaysians interacts with the government.
Danielle agreed with Eric’s statement that agencies and organisations can play a role in leveraging data that they already have on citizens to interact, engage and communicate with greater speed and improved experiences using analytics.
From her experience and lessons learnt while creating a digital bank and other digital initiatives, she shared a few Key Differentiating Technology Capabilities that are necessary for digital leaders.
At the top are platform scalability, where modern, cloud-native systems can be scaled to meet growing customer demand, partner integration requirements and data processing needs while maintaining a cost advantage.
There are substantial difficulties when integrating legacy systems, especially where the legacy integration layers were not ready to be scaled and could not use cloud because bare-metal servers were used at the time. Those challenges, however, had taught the agency to be future-ready when implementing a cloud strategy.
In these scenarios, the importance of a scalable cloud-native container platform, such as Red Hat OpenShift Container Platform, running on top of hybrid cloud infrastructure is easily seen. The Red Hat OpenShift Container Platform is a dependable hybrid cloud foundation for developing and scaling containerised applications. The platform provides a single pane of glass for managing workloads across servers in an agnostically.
“Having a right common platform right across multiple platforms, Danielle says,” I think that is kind of important foundation for us as an organisation to build our digital service.”
The advanced data analytics engine includes AI and ML capabilities to improve a personalised customer experience and also efficiency gains through processing services automation is the next pillar on the Key Differentiating Technology Capabilities.
Agile integration plays a role in these three capabilities. “The truth is that data integration, as Mohit mentioned earlier, is coming from all over the place,” Danielle said. This is where an open architecture platform that enables hybrid integration across application services both internally and externally can support rapid external growth such as through partnerships.
In closing, Danielle said that although technology is important, culture also needs to be reflected equally.
Enjoy transformation with continuous innovation and collaboration


David Graham, Chief Innovation Officer for the City of Carlsbad, the next speaker, has been working with the government and private sector for the past 20 years.
There is a lot to be said for the question posed by previous speakers, “How do you know when to bring technology and lessons learnt during the pandemic to truly make things better for the people or citizens we serve?”
To deal with that, David first shared a little about the country he works with. There are 18 cities in a county in the San Diego region, and Carlsbad has a population of about 1.4 million people; however, small and large cities alike are focused on how they can use data and technology to improve the lives of their residents.
San Diego is well known for its work on IoT and for its innovative companies that are part of the city’s innovation ecosystem – which has led to the county’s transformation journey. For example, the region has the world’s first all-electric car fleet and the largest deployment of smart streetlights and is consistently addressing climate change from all fronts. Adoption of technology in the county is high and the appetite for more keeps growing.
Carlsbad explored the development of digital tools for citizens and the insights were provided by the citizens or residents themselves – assisting the government to drive change using those insights.
David elaborated on a strategy they call “Connected Carlsbad” that is built on 5 pillars:
- Pursue community-wide digital transformation
- Build capacity for Data-driven Decision making
- Foster a vibrant civic engagement culture
- Enhance accessibility and transparency
- Promote safety and sustainability through connectivity
Ultimately, Carlsbad is still looking for its “moon-shot.” Some of the greatest things that have happened in the world today have occurred as a result of problems and challenges, but they have been done collectively, and that is the type of moon-shot that Carlsbad is looking for.
“One might wonder what there is to learn if we are already there?” David ponders. “Now that innovation has advanced, what do organisations do on their transformation journey?
He answerers that with a quote from Mark Zuckerberg – move fast and break things – and then exhorts the delegates, “Now you do good, and you can also break things.”
One way to assess how an organisation or country is doing is a digital maturity model that has levels of where organisations is that ranges from digital novice to best in class. Several factors contribute to the success of a digital transformation strategy and creativity. Skills, resources, infrastructure; even culture can be either an accelerant or a detriment to innovation.
Organisations, he believes, should put all of their learning in the context of what they are trying to achieve, taking an inclusive approach to development or innovation that is being implemented. It should not only be collaborative but have a greater level of inclusivity, equity, understanding and empathy.
David stresses that the common thread when governments and organisations have been successful is when they have put people first. “All of this collaboration and connection, followed by shared understanding and information, are really some of the best ways for us to be able to drive change in our organisation and communities throughout our country.
David concluded by stating that there is no end to this digital transformation journey and that it is always a continuous effort that must be adopted each day. “It’s best”, he says, “to continue and enjoy this transformation journey.”
Interactive Discussion
After the informative presentations, delegates participated in interactive discussions facilitated by polling questions. This activity is designed to provide live-audience interaction, promote engagement, hear real-life experiences, and impart professional learning and development for participants.
The first question asked is what external help organisations think is needed most to accelerate their digital transformation journey. An overwhelming majority (80%) of the participants answered mindset change and new ways of working. The remaining fifth were equally divided between building the framework and a standard platform (10%) and agile integration (10%).
The next poll was on their biggest challenge in digitalisation. More than half (53%) went with common framework and platform. About a quarter (26%) said people and skillsets were a challenge while 11% opted for scalability. The remaining delegates were evenly split between answered long release cycles (5%) and stated change could result in incidences and outages (5%).
When asked what their success factors for digitalisation were, 38% indicated customer experience and another 38% opted for speed to deliver. Stability was chosen by 12%, 6% said scalability and the balance 6% has others.
Delegates were questioned about their organisation’s cloud strategy. More than (56%) answered hybrid cloud, 28% said private cloud, 11% went with all on-premises and 5% chose multi-cloud.
When queried on what the top challenges in leveraging data are between the organisations, half said they were unable to do so because of security constraints. Just under a third (31%) considered data integration the biggest challenge while 19% had other issues.
In sharing what the key value and driver of a government cloud is, 59% agreed it was security while 29% opted for standardisation and governance. The remainder were balanced between the total cost of ownership/price (6%) and integration (6%).
On what their plans were to develop new applications and to modernise their legacy applications, 44% said they would outsource, 33% would opt for SaaS, 17% would re-write while 6% confirmed they would retire.
The final question asked how they would characterise the current stage of digital transformation in their organisation. 42% said they were planning but no work implementation or execution had been done yet. A third (32%) indicated that an MVP / pilot project had been rolled out and a quarter (26%) said a full-scale implementation of more than one programme or project had been undertaken.
Conclusion
As more organisations and agencies accelerate their digital transformation efforts, challenges and difficulties are unavoidable. Continuing resource constraints necessitates increased legislative priority, budget constraints and the preservation of an existing system. To address these and other issues, it is clear that the future of government will be digital.
Citizens’ expectations are important in all of this, and governments all over the world are working hard to meet them. Innovative technology must be used to empower and improve government agencies’ business practices while also lowering costs and making the citizen experience as smooth and efficient as possible.
In closing, Eric Quah, Country Manager of Red Hat Malaysia and Jovern Lim, Enterprise AE of Intel Corporation thanked the delegates for attending the event session. Eric praised the participants for providing useful information, “It is all about sharing one another’s thoughts to learn from the challenges and improve.”
He agreed that digital transformation was here to stay and that changes will inevitably occur. It is a radical shift that organisations should make a habit of. Red Hat is not only known for its open-source operating systems, but the company is always ready to help customers modernise their existing systems and build new infrastructure while adhering to budgets, following regulations and ensuring citizens have the best possible experience.
He noted that compute power is necessary for areas like multi-function IoT devices as mentioned by David. Today’s businesses are increasingly reliant on computing power and the development of better technology-enabled devices. Every connection and computer requirement is mission-critical with the integration of intelligence into every device we encounter.
David Graham noted that ultimately, it all comes down to putting people first. He was delighted to have conveners such as the OpenGov Asia team, Red Hat and Intel, as it demonstrates that there will always be people who are passionate about transforming the world.
Mohit concluded the session by thanking thanked everyone and expressing his hope that this session was beneficial. He advised organisations to continue pushing for digital acceleration and to not stop transforming.


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Singapore’s Minister for Communications and Information, Josephine Teo, unveiled Singapore’s Digital Connectivity Blueprint (DCB), which establishes the orientation for Singapore’s digital connectivity’s next frontier.
Singapore’s Infocomm Media Development Authority (IMDA) partnered with a cloud computing company to launch a Joint Innovation Centre (JIC), a first-of-its-kind in Southeast Asia and appointed 18 high-potential tech professionals as SG Digital Leaders under the SG Digital Leadership Accelerator.
The Blueprint was created in collaboration with the Advisory Panel on Digital Infrastructure, which is co-chaired by Dr Janil Puthucheary, Singapore’s Senior Minister of State, Ministry of Communications and Information, and other industry partners. It outlines strategic priorities and moves into new frontiers to stay ahead of the curve.
Reports cited that Singapore will continue to invest ahead of demand and plan holistically for the whole digital infrastructure stack, including hard infrastructure, physical-digital infrastructure, and soft infrastructure, to guarantee that the digital infrastructure is future-ready.
The nation is committed to staying ahead of the competition by expanding digital connectivity to provide better lifestyles and new opportunities for people and businesses. Hence, Singapore will increase its focus on the following strategic priorities:
- Provide enough capacity for underwater cable landings to double in the next ten years.
- Within the next five years, build seamless end-to-end 10 Gbps domestic connectivity.
- Ensure digital infrastructure has world-class resilience and security.
- Create a roadmap for the expansion of new Green Data Centres and push the sustainability envelope.
- Increase the use of the Singapore Digital Utility Stack to broaden the benefits of smooth digital transactions.
Also, Singapore will make movements in more fledgling and frontier areas to capitalise on future opportunities:
- Push for a Quantum-safe Singapore within the next ten years.
- Lay the groundwork for widespread autonomy.
- “Green software” to reduce heightened computing by establishing a nascent ecosystem for sustainable software.
- Use Low Earth Orbit satellite services to enable creative solutions in critical industries.
The Blueprint lays a solid foundation for Singapore to achieve better opportunities, stronger trust, and empowered communities.
In addition, Tan Kiat How, Singapore’s Senior Minister of State, Ministry of Communications and Information, met with the 18 Singaporeans designated as SG Digital Leaders from 16 companies. This is part of IMDA’s initiatives to develop Singaporean leaders in the ICT ecosystem for leadership roles in the digital economy.
The SG Digital Leaders are founders of high-growth tech start-ups, executives at large corporations (MNCs), and inventors creating world-changing technology. These executives come from a variety of backgrounds, lead regional teams, and have experience in Artificial Intelligence (AI), Machine Learning (ML), data, software, and engineering.
The JIC will provide exclusive access to the latest tech showcases and demonstrations, innovation methodology for successful adoption and deployment, and workshops for design thinking, among other things, to inspire corporates and public sector organisations to accelerate industry innovation and support the growth of promising start-ups.
Modern digital infrastructure is critical to Singapore’s growth and prosperity. Businesses and consumers may access information and services more easily with improved connections, boosting innovation and economic competitiveness.
Process automation and digitalisation increase efficiency and production while decreasing expenses while smart city solutions improve resource management and overall quality of life. A well-developed digital infrastructure ecosystem attracts investments and encourages digital economy growth.
Data-driven decision-making gives policymakers more authority. Singapore’s emphasis on contemporary digital infrastructure positions it as a digital age global leader prepared for long-term growth and development.
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The Hong Kong Polytechnic University (PolyU) and the Jinjiang Municipal People’s Government have signed an agreement to establish the PolyU-Jinjiang Technology and Innovation Research Institute. The institute’s objective is to enhance and foster research collaboration among industries, academia, and research organisations in Hong Kong and Jinjiang.
The Vice President (Research and Innovation) of PolyU and the Mayor of Jinjiang signed the agreement at a ceremony held in the Quanzhou Nanyi National High-tech Zone on 2 June 2023. The establishment of the research institute will use PolyU’s research expertise and accomplishments to address Jinjiang’s industrial requirements and support the city’s industrial transformation.
The partnership encompasses a wide range of fields, including new textile materials, fashion design, intelligent wearable systems, microelectronics, future food, and public policy. This collaboration aims to leverage the research prowess of PolyU and the industrial strengths and resources of Jinjiang. Together, they will foster the growth of entrepreneurial talents equipped with innovative technological knowledge and a global perspective.
By capitalising on PolyU’s renowned research excellence and Jinjiang’s thriving industries, this partnership will actively support Jinjiang’s aspiration to become a leading innovation hub. The collaboration between the two entities will facilitate the seamless integration of the industrial chain and the innovation chain, fostering mutual advancement. It will inject fresh vitality into the development of local high-tech industries, driving forward technological innovation and propelling Jinjiang’s overall progress.
The Government of Hong Kong has been working on advancing manufacturing as part of its smart city development push. For example, situated in Tseung Kwan O INNOPARK, the cutting-edge Advanced Manufacturing Centre (AMC) stands as an innovative hub for forward-thinking industrialists and plays a crucial role in supporting Hong Kong’s “new industrialisation” objectives.
This state-of-the-art facility is equipped with advanced manufacturing and testing capabilities, offering a solid foundation for companies, regardless of their size, to engage in customised production of high-value-added yet low-volume technological innovations. The AMC boasts a comprehensive, scalable, and efficient manufacturing space, providing dedicated logistics, warehousing, prototyping, low-volume assembly, and cleanroom services to meet diverse industry needs.
The Government is also working to nurture tech talent. The Technology Talent Admission Scheme (TechTAS), for example, offers an expedited process for eligible companies to recruit non-local technology talent for research and development (R&D) projects within the Hong Kong Special Administrative Region (HKSAR).
To participate, eligible companies must apply for a quota through the Innovation and Technology Commission (ITC). Once a company receives a quota, it can sponsor an eligible individual to apply for an employment visa/entry permit during the 24-month validity period of the quota.
With regard to intelligent wearable systems, the Research Institute for Intelligent Wearable Systems, established in May 2021, received initial funding of HK$30,000,000 for a three-year period from the Hong Kong Polytechnic University. RI-IWEAR comprises members from diverse disciplines, such as physics, chemistry, materials, textiles and clothing, design, electronics, mechanical engineering, computing, and occupational health and safety.
The institute builds upon the existing expertise of the Research Centre for Smart Wearable Technology, which is hosted at the Institute of Textiles and Clothing and collaborates with colleagues across the PolyU campus.
The agreement between PolyU and Jinjiang to establish the PolyU-Jinjiang Technology and Innovation Research Institute marks a significant milestone in fostering research collaboration and driving industrial transformation. With a focus on various fields and leveraging the strengths of both parties, this partnership aims to propel Jinjiang’s development into a leading innovation hub, seamlessly integrating the industrial and innovation chains for mutual growth.
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The Union Cabinet, chaired by Prime Minister Narendra Modi, has approved the third revival package for the Bharat Sanchar Nigam Limited (BSNL), which encompasses the provision of 4G/5G spectrum through equity infusion. The package for BSNL amounts to a total of IN 890.47 billion (around US$ 10.7 billion), according to a press release. BSNL is a central public sector undertaking (CPSU) headquartered in New Delhi. It operates under the Department of Telecommunications.
The authorised capital of BSNL will be increased from IN 1.5 trillion (US$ 18 billion) to IN 2.1 trillion (US$ 29.4 billion). The revival package will enable BSNL to become a stable telecommunication service provider with a primary focus on delivering connectivity to the most remote regions of India.
The spectrum allotment for BSNL brings a range of benefits and opportunities for the company. With this allocation, BSNL will be able to offer nationwide 4G and 5G services, bridging the digital divide in the country. It will enable BSNL to extend 4G coverage to remote villages as part of various connectivity initiatives. Additionally, the company will be able to provide Fixed Wireless Access (FWA) services, delivering high-speed internet connectivity. Moreover, BSNL will have the capacity to offer services and spectrum for Captive Non-Public Networks (CNPN), catering to specific organisational needs.
In 2019, the government gave its approval for the initial revival package for BSNL/MTNL. The package amounted to IN 690 billion (US$ 8.3 billion) and played a significant role in addressing the challenges faced by BSNL/MTNL, ensuring the stability and continuity of operations.
In 2022, the government approved the second revival package for BSNL/MTNL, which amounted to IN 1.64 trillion (US$ 19.8 billion) and encompassed various provisions to strengthen their financial position and operational capabilities. The package included financial support for capital expenditure (capex), viability gap funding for rural landline services, financial support for de-stressing the balance sheet, and the settlement of Adjusted Gross Revenue (AGR) dues. Additionally, the merger of Bharat Broadband Network Limited (BBNL) with BSNL was also part of the package, aiming to optimise resources and improve overall efficiency.
As a result of the two revival packages, BSNL has experienced a positive turnaround in its financial performance. Starting from the fiscal year 2021-22, BSNL has managed to generate operating profits, marking a significant achievement. Furthermore, the total debt of BSNL has reduced from IN 329.44 billion (US$ 3.9 billion) to IN 222.89 billion (US$ 2.6 billion).
BSNL has witnessed remarkable growth in the home fibre segment, with a consistent increase in new connections. Currently, BSNL is adding over 100,000 new connections each month. As of May 2023, the total home fibre subscriber base of BSNL stands at 3.088 million. The revenue generated from home fibre services last year amounted to IN 20.71 billion (US$ 250 million).
Telecom technology is a critical domain with only a few global providers offering end-to-end solutions. In line with the Prime Minister’s vision, India has successfully developed its own 4G/5G technology stack. The deployment of this indigenous technology has already commenced, and after a few months of field deployment, it will be swiftly rolled out nationwide on the BSNL network.
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The taxation sector is actively working towards the goal of having 70% of enterprises and business households transition to using e-invoices generated from cash registers by the end of this year. This initiative was launched on 15 December 2022. The promotion of e-invoices is a key task of the tax sector in its attempt to digitally transform businesses, financial agencies, and state departments.
As per the directives of the General Department of Taxation, tax departments have been urged to achieve specific targets for e-invoice adoption. These targets include reaching 30% by the end of the second quarter, 50% by the end of the third quarter, and 70% by the end of the year. In major cities such as Hanoi, Ho Chi Minh City, Hai Phong, and Quang Ninh, the requirement is a 100% adoption rate for dining and restaurant services.
By late May, a total of 18,963 businesses had completed the registration process to utilise e-invoices with tax codes generated from cash registers. According to the head of the Vietnam Academy of Finance’s Tax and Customs Department, expanding the use of e-invoices from cash registers plays a crucial role in enhancing the monitoring capabilities of tax authorities. This, in turn, leads to more efficient and equitable tax management by facilitating better oversight of the supply of goods and services offered by businesses.
Attention has been paid to solving obstacles related to policy, professional process, and the application of software in the scheme; as well as enhancing communication campaigns to raise taxpayers’ awareness of the benefits of using e-invoices generated from cash registers.
Ho Chi Minh City is among the three localities chosen for piloting the use of e-invoices. However, despite more than two months of implementation, the number of taxpayers who have successfully registered in the city has remained relatively low. As of 26 February of this year, the total number of registered taxpayers reached only 278.
Based on a preliminary survey, Ho Chi Minh City has identified 266 enterprises and 5,268 business households that fall within the scope of the scheme. These entities include trade centres, supermarkets, restaurants, hotels, and entertainment service providers. They have been identified as the primary targets for the implementation of the initiative.
Last year, the Minister of Finance said that e-invoices are crucial in creating a transparent and fair business environment, more streamlined administrative processes, and higher productivity. They are an integral part of Vietnam’s national strategy for digitalisation. The Ministry’s e-invoice project significantly improves the level of transparency and effectiveness while helping cut costs and improve the business environment.
Promoting the use of e-invoices is part of the government’s plan to build a digital society and economy. In 2020, Vietnam kicked off a national digital transformation programme, under which the country would renovate the management and administration activities of the government, the production and business activities of enterprises, and the overall way of living and working. It is working to develop a safe, humane, and wide digital environment. The national digital transformation programme has the dual purpose of both developing the digital government and economy and establishing Vietnamese digital businesses with a global capacity.
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In an increasingly digital landscape, customer experience has emerged as a vital differentiator for businesses in every industry. As multichannel interactions continue to rise, customers increasingly seek personalised experiences that seamlessly connect across multiple touchpoints.
To meet evolving customer expectations, corporate digital satisfaction strategies are leveraging AI-powered personalisation to enhance the omnichannel consumer experience. By harnessing the power of AI, organisations can analyse vast volumes of customer data to gain valuable insights into individual preferences, behaviours and needs, enabling tailored solutions.
Machine learning algorithms allow companies to offer personalised recommendations, product suggestions and targeted promotions to customers across multiple channels, including websites, mobile applications, social media platforms and in-store interactions.
AI-powered chatbots and virtual assistants play a pivotal role by leveraging natural language processing and machine learning techniques to accurately comprehend and promptly respond to customer inquiries in real-time.
Chatbots increase customer service efficiency and response times by delivering immediate and accurate assistance. They may answer basic questions, provide product information, process transactions and even address problems, creating a smooth and frictionless client experience.
Additionally, AI technologies provide sentiment analysis, which enables organisations to assess client emotions, views and levels of satisfaction across numerous digital platforms.
Organisations can acquire important insights into customer sentiment by analysing customer feedback, reviews, and social media interactions and adapting their strategies accordingly. This assists in identifying areas for improvement, responding to customer issues, and proactively improving the entire customer experience.
Personalisation at this level delivers a more engaging and relevant customer experience, enhancing customer happiness and loyalty.
The OpenGov Breakfast Insight on 7 June 2023 at the Westin Jakarta, Indonesia, centred around delivering prompt, accurate and highly tailored customer experiences that drive loyalty through cutting-edge conversational AI and machine learning intelligence.
Opening Remarks


Mohit Sagar, the CEO and Chief Editor of OpenGov Asia, emphasises the importance for businesses to effectively collaborate with the rapidly evolving field of artificial intelligence in today’s era.” Harnessing the benefits of technology and leveraging advancements in AI to enhance efficiency for both users and businesses entails tweaking or even doing away with conventional methods.”
The swift advancement of technology, coupled with the pivotal role of artificial intelligence (AI), has greatly contributed to boosting business productivity. Moreover, the pandemic brought about a paradigm shift in consumer behaviour within Indonesia, compelling 17.5% of traditional offline shoppers to venture into the realm of online shopping.
Consumers have embraced a wide range of online sales channels, including marketplaces, social media platforms, and websites. Notably, the proportion of consumers who exclusively engage in online shopping has surged from 11% before the pandemic to 25.5% in early 2021. Remarkably, post-pandemic, a significant majority – 74.5% – of consumers still exhibit a preference for online shopping, favouring it over offline alternatives.
To enhance customer satisfaction, the adoption of multi-channel strategies has become increasingly crucial. There are five key ways through which businesses can effectively enhance multi-channel customer satisfaction:
Data-driven personalisation (AI). When a business offers personalised experiences, such as the ease of accessing service information both online and offline, it indirectly creates a sense of being well-served among consumers.
Consumer data. Insights gained from data play a pivotal role for businesses, enabling them to understand the habits and behavioural patterns of their customers. By integrating consumer data from various sources, businesses gain a valuable understanding that facilitates informed decision-making and allows for the creation of targeted strategies in the future, tailored to the specific needs and preferences of their target consumers
Personalisation. Businesses should prioritise delivering tailored customer service, ensuring that consumers do not have to endure lengthy waiting times to obtain essential business-related information. One effective approach is to enhance chatbot or virtual assistant capabilities through the integration of AI technologies.
Revenue Innovation. By analysing consumer habits and patterns, businesses can make informed decisions that align with consumer interests. This understanding enables businesses to foster innovation and create diverse revenue streams, thereby driving revenue growth.
AI adoption. In the digital technology-driven world of today, businesses that fail to leverage artificial intelligence to enhance productivity risk losing out to their competitors. However, by effectively utilising AI and embracing innovation, businesses can transform themselves into consumer-oriented enterprises, propelling their growth and success to new heights.
Mohit believes in the present digital era, multi-channels not only boost consumer satisfaction and foster loyalty but also enable businesses to reduce costs and drive revenue growth. By offering customers many avenues to engage and make purchases, businesses can cater to diverse preferences while simultaneously streamlining operations and maximising their financial outcomes.
While AI-based multichannel strategies offer numerous benefits and advantages in enhancing business productivity, it is essential to acknowledge that there are challenges associated with their implementation.
An essential aspect for businesses implementing AI-based multichannel strategies is the responsible collection and use of consumer data. Handling and managing customer data across various channels necessitates strict measures to ensure data privacy and security, complying with regulations.
Unfortunately, there are instances where some businesspeople may not prioritise the protection of this data, which can have detrimental effects on both consumers and the integrity of the company itself.
Data leaks, such as those involving health or financial information, are of great concern among consumers. In light of these challenges, companies must adopt a proactive approach to address and overcome such issues, prioritising robust measures to safeguard sensitive data and ensuring the trust and confidence of their customers.
Similarly, companies should allocate a portion of their earnings towards building a skilled technological workforce capable of efficiently and effectively implementing strategies. However, it is important to acknowledge that companies, especially startups, may encounter challenges in achieving a quick return on investment (RoI) within a short time frame.
Additionally, it is necessary to have an in-depth understanding of customer needs and behaviour before implementing effective AI-based customer satisfaction. Companies must invest in consumer research and analysis for implementation to get maximum results.
“When implementing AI-based personalisation and digital satisfaction strategies, it is crucial to consider and plan for the challenges that may arise,” Mohit concludes. “By proactively addressing these challenges and having a well-thought-out implementation plan, businesses can increase the likelihood of successful execution and avoid common potential problems.”
Welcome Address


Nathan Guy, Head of UCaaS, Asia Pacific, Zoom, highlighted the findings of a survey indicating that businesses globally made substantial technology investments during the pandemic, underscoring the importance of understanding customer and employee requirements. However, despite this recognition, finding the right approach remains challenging, as the need for flexibility in technology stacks becomes crucial in the face of constantly evolving circumstances and ongoing economic uncertainty.
“The question of whether the future workplace truly brings improvement for teams and customers is an important one. At Zoom, we believe it does,” Nathan says. “But to be successful, there are three key areas that must the addressed.”
Firstly, evolving collaboration and productivity frameworks are crucial to keeping up with the changing dynamics of work. Secondly, fostering better personal connections within the workplace helps create a positive and engaged environment. Lastly, meeting the updated expectations of both customers and employees is vital for success.
A report highlighted the significant financial investment of S$15 billion per week in technology during the pandemic, emphasising the need to establish a strong foundation in the technology stack to gain a competitive advantage for the future, Nathan reveals.
Moreover, the future needs of a hybrid workplace must embrace Technology Infrastructure, Flexibility, Communications and Collaboration, Emotional Well Being, and Training and Development.
Voice is considered the foundation of digital transformation, Nathan observes, serving as a natural bridge between the physical and digital realms. “In an increasingly connected world, voice engagement should be at the core rather than the periphery. IP Voice offers affordability, ubiquity, and high-quality communication, making it a crucial aspect of cloud-based voice strategies.”
Voice remains critical for future work, both in terms of customer and employee engagement, and businesses continue to invest in this growing market. Organisations report improved engagement, increased productivity, and enhanced collaboration through the adoption of advanced customer service applications.
According to Nathan, legacy collaboration infrastructure is being replaced by cloud communications to meet the needs of hybrid and remote work. The integration of various collaboration features, including messaging, meetings, conferencing, team chat, and content sharing is crucial for enterprises’ digital aspirations.
A collaboration platform is built on core technology, offering communication and collaboration solutions tailored to different industries and departments. Zoom has invested significantly in AI to enhance the collaboration experience. Ultimately, the focus is on serving customers and helping them thrive in the new era of work.
Customer-facing teams face various challenges that need to be addressed. By empowering these teams to become subject matter experts, organisations can provide customers with personalised and enhanced experiences.
Nathan reiterates that the goal is to bring product innovation together into a comprehensive solution that powers the modern workday for knowledge workers and teams, while also enabling better collaboration with external customers to drive business growth.
This encompasses employee collaboration, starting from checking calendars, chatting and emails in the morning, to meeting collaboration, casual collaboration through huddles, and concluding with phone calls. Similarly, customer collaboration includes marketing events, webinars, sales processes, and overall customer experience, all accessible through a single interface.
The focus is on maximising Customer Lifetime Value through the synergy between employee experience (EX) and customer experience (CX).
“While customer service leaders recognise the importance of consistently delivering good experiences, only a third of customers feel that customer service organisations are improving,” Nathan shares. “Losing a significant percentage of customers due to bad experiences can severely harm a business.”
Studies indicate that customer expectations have risen over the years, making it crucial for businesses to shift quickly and excel in CX. This highlights the challenge of meeting customer needs in an uncertain environment while facing resource constraints.
Nathan spoke about a Global CX Excellence Report which identified six pillars of CX excellence: personalisation, trust, minimising customer effort, meeting expectations, resolution and empathy. “Meeting these customer expectations requires holistic thinking and cross-team collaboration.”


Jayraj Nair, Customer Experience Lead-ASEAN, Zoom acknowledges that to redefine and transform the CX and EX, it is important to address the challenges of siloed teams and disconnected tools. According to reports, a total experience approach is vital and 60% of large enterprises are expected to adopt this by 2026.
To deliver consistently good customer experiences, it is essential to bring together employee productivity and CX strategies. By combining these two elements effectively, businesses can create a harmonious and seamless interaction between the company and its customers, resulting in enhanced customer satisfaction.
Organisations that provide a total experience, connecting employees and customers, are projected to outperform competitors in satisfaction metrics by 2024.
Employee productivity refers to the efficacy and efficiency with which employees carry out their duties within an organisation. When employees are productive, they can provide customers with superior service and support, ensuring that their requirements are met promptly and satisfactorily.
Similarly, CX strategies involve the planning and execution of initiatives designed to improve the overall consumer experience when interacting with a company. This includes personalised communication, streamlined procedures, user-friendly interfaces and effective problem resolution.
Zoom offers a comprehensive CX + EX platform that seamlessly integrates employee and customer experiences, says Jayraj. This unified experience is made possible by leveraging the end-to-end capabilities of the Zoom platform, allowing customers to access the desired functionality from the cloud when and where they need it.
“The introduction of the Zoom Contact Centre is seen as an exciting innovation that drives loyalty and retention through prompt and personalised customer interactions,” Jayraj explains. “With Zoom handling the heavy lifting, organisations can focus on their employees and customers.”
End-user Insight


According to Andoko Wicaksono, Chief Information Officer, Bluebird Group, customer satisfaction is an important part of the growth of any business. It means knowing what customers want, giving them great experiences at every touchpoint and always getting better based on what customers say and what they learn from them.
Andoko shared the inspiring history of Bluebird, a company that was established in 1972 by a remarkable woman. Despite facing numerous challenges, Bu Djoko, a resilient and humble individual, initiated Bluebird during a difficult period. Known as Bu Djoko or Mutiara Siti Fatimah Djokosoetoeno, she served as the driving force behind the company’s enduring determination.
Andoko fondly remembers her as the beacon of strength that propelled the company forward. “From the beginning, she was the company’s source and now is the spirit that keeps it going.”
He knows that not all great companies can stay in business and keep doing well. Bluebird’s success is based on a set of absolute ideals. It grew because of the good values that Bu Djoko taught and because of the legacy of a never-quit attitude. These values are a feeling of caring, honesty, excellent customer service and a perennial desire to grow.
Andoko acknowledges that long-term business growth depends on customers’ trust. It builds loyalty, improves the brand’s image, makes customers happier and gives them a good experience. Building and keeping trust requires keeping promises, being honest, communicating openly and putting the customer first.
“When the whole business is responsible for customer service, it shows how important it is to have a customer-centred approach, seamless experiences, a full understanding of customer needs, empowered employees, consistency, and efficiency,” Andoko reiterates. “By taking this view, businesses can create a mindset of great customer service and gain a competitive edge in the customer-driven business world of today.”
Customer happiness has changed over time, from making sure everyone gets a fair deal to making sure each customer has a good experience. Companies now know that keeping customers happy is a strategic must that affects their brand’s image, customer loyalty and business growth.
Andoko believes that businesses must give customers great experiences and build long-term connections with them by adapting to their changing needs and using technology.
“For a high availability system to be cost-effective, it needs a balanced method that takes both cost optimisation and system reliability into account,” says Andoko.
In today’s fast-paced and connected world, customer service representatives need to be able to move around. By using mobile technology and giving employees the tools and resources they need, organisations can empower their teams to serve customers well no matter where they are.
Andoko agrees that data privacy is a very important part of building and keeping trust between people and organisations. When people believe that their personal information is being treated carefully and responsibly, they are more likely to do business with companies, share their data and take part in digital interactions. Keeping data private gives companies a good name and helps them build better relationships with their customers.
“Organisations that put data protection first show that they are committed to being good stewards of data and making the world a safer and more trustworthy place,” Andoko explains.
Andoko believes that AI can enable businesses to understand customer preferences and improve their service by analysing vast amounts of data, including customer interactions, purchasing behaviour, demographics and online activities
AI-based customer choice means using technologies and algorithms that use artificial intelligence to learn about and predict customer preferences and behaviours. AI-driven insights let businesses learn about and meet the needs of each customer, improve customer happiness, and grow their businesses.
“By using AI technologies, companies can get more out of their customer data, make better decisions, and build stronger, longer-lasting relationships with their customers,” Andoko concludes.
Closing Remarks
Jayraj expressed his gratitude to all the delegates for their participation in the event, acknowledging that it has provided valuable insights into the major challenges confronting industries across various sectors. The event has shed light on the importance of devising effective strategies to tackle these challenges and successfully overcome them.
He emphasised the importance of identifying the most significant challenges for industries to maintain competitiveness and thrive amid a constantly evolving business landscape. These challenges can vary depending on the industry but may include factors such as technological disruptions, changing consumer expectations, intense competition, regulatory changes, and economic uncertainties.
Once the challenges are recognised, organisations can devise appropriate strategies to tackle them head-on. These strategies may involve a combination of innovation, agility, collaboration and a customer-centric approach. This proactive approach enables businesses to stay ahead of the curve and adapt effectively to the changing demands and dynamics of their respective industries.
“Understanding the biggest challenges faced by industries and developing appropriate strategies to tackle them is crucial for long-term success,” says Jayraj. “By embracing innovation, agility collaboration, and a customer-centric approach, industries can navigate challenges, seize opportunities, and thrive in a rapidly changing business environment.”
Mohit stresses the significance of collaboration in addressing industry challenges. By fostering partnerships, alliances, and collaborations with other organisations, industries can leverage shared resources, expertise, and insights to tackle challenges more effectively. Collaborative efforts enable industries to combine their strengths and work towards innovative solutions that drive progress and overcome obstacles together.
A customer-centric approach is vital in navigating industry challenges successfully. By understanding and addressing the evolving needs and expectations of customers, industries can tailor their products, services, and experiences to meet and exceed customer demands.
“This can involve gathering customer feedback, leveraging data analytics and personalising offerings to enhance customer satisfaction and loyalty,” Mohit concludes.
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For India’s newly inaugurated Parliament building, a revamped version of the Digital Sansad app has been launched to provide a platform to stream parliamentary proceedings. The app is revolutionising communication and collaboration among stakeholders in the sector. It will promote transparency in governance and foster citizen engagement by providing easy access to information and facilitating active participation in the democratic process.
The app aims to cater to the diverse needs of Members of Parliament (MPs), government users, citizens, and secretariat personnel. It offers a range of services tailored to each user group, leveraging state-of-the-art technology to provide an enhanced experience, according to the government.
The revamped Digital Sansad is equipped with a diverse range of advanced features. It serves as a centralised hub for accessing various parliamentary resources. It uses AI to transcribe House proceedings in real-time. The technology enables automatic speech recognition, accurately capturing and transcribing word-by-word spoken in Parliament, ensuring a comprehensive and precise record of the proceedings.
By leveraging AI-enabled transcription techniques, the Digital Sansad app guarantees the availability of precise and dependable records without the need for human intervention in the note-taking process. The approach significantly reduces the risk of errors or omissions, ensuring the accuracy of the transcribed content. Furthermore, it streamlines the documentation process and allows for the easy retrieval of information, benefiting not only MPs and researchers but also the broader public on a large scale.
The Digital Sansad app offers several resources and functionalities to boost parliamentary operations. Users can access information on House business, member participation, debates, Q&As, media galleries, and digital libraries. This comprehensive access enables MPs and citizens to stay informed and engaged in the legislative process. Furthermore, the app acts as a bridge between citizens and their representatives by facilitating open dialogue through the Constituency Connect feature.
By simplifying administrative tasks for MPs, the Digital Sansad app saves valuable time and bridges the gap between their legislative responsibilities and the needs of the public. The direct interaction facilitated by the app ensures transparency, accountability, and responsiveness in the parliamentary processes, thereby fostering a robust democracy. The Digital Sansad 2.0 app is accessible on both Android and iOS platforms.
AI is playing an increasingly significant role in governance in India. The government has recognised the potential of AI to enhance decision-making, streamline administrative processes, and deliver efficient public services. It has also highlighted the importance of protecting data and ensuring the responsible use of AI.
Last month, the Indian Institute of Technology Madras (IIT-Madras) established the Centre for Responsible Artificial Intelligence (CeRAI), a multidisciplinary research centre dedicated to promoting ethical and accountable advancements in AI-powered solutions for practical applications.
As OpenGov Asia reported, CeRAI aims to establish itself as a leading research facility at both the national and international levels, focusing on fundamental and applied research in Responsible AI and its direct influence on implementing AI systems within the Indian ecosystem.
CeRAI’s main focus will be on generating high-quality research outputs, such as publishing research articles in high-impact journals/conferences, white papers, and patents, among others. It will work towards creating technical resources such as curated datasets (universal as well as India-specific), software, and toolkits pertaining to the field of Responsible AI.
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Subscriber Identity Module (SIM) cards from mobile operators in cell phones are becoming more advanced, and their sizes are getting smaller, making it easier for humans to be more efficient. The SIM card size, which initially started as a mini SIM, evolved into micro SIM and nano SIM, and the latest one is e-SIM or electronic SIM. Owners will no longer need to physically remove and insert SIM cards to connect to the network.
The Ministry of Communication and Information Technology (Kominfo) has announced that it will conduct a study to test the implementation of the Embedded Subscriber Identity Module (eSIM) in Indonesia. This step is part of the government’s efforts to anticipate and leverage the latest telecommunications technology developments. The study aims to comprehensively understand eSIM technology and explore the best ways to implement it effectively in Indonesia.
“The Public Testing Draft for the implementation study of eSIM is intended to gather responses and input from stakeholders involved in the eSIM implementation to improve the study material, thus producing a comprehensive and accurate study to support the eSIM ecosystem in Indonesia,” wrote Kominfo in a written statement.
Kominfo explains that eSIM technology is a promising solution to replace conventional physical SIM cards, enhancing security. By using eSIM, customer identity information is no longer stored in physical form on a card but integrated directly into the electronic device itself. It allows users to easily manage and access various communication services without physically changing SIM cards. Instead, users only need to scan a barcode to activate the eSIM.
The eSIM is embedded within a device and can be remotely activated with a local operator for use in a specific region. Owners of devices with embedded eSIM can also use mobile services from one country to another by activating the card in the destination country. This technology enables individuals to use a single phone with eSIM in multiple countries worldwide, eliminating the need to switch SIM cards for different local mobile operators.
Another advantage of eSIM technology is its larger capacity than conventional physical SIM cards. Users can simultaneously load up to eight different e-SIMs in a single smartphone. Therefore, the larger capacity of e-SIM opens new opportunities and provides greater flexibility in managing communication services. For example, users can have one eSIM for personal use, one eSIM for work, and several additional eSIMs for particular purposes, such as travelling abroad or using different networks.
Users no longer need to physically change SIM cards when switching operators or activating new services. Users can easily activate, deactivate, or switch between registered eSIMs on their devices through software settings. It saves time and provides convenience for users who frequently switch between operators or require access to different types of networks.
Additionally, multiple eSIMs in a single device provide an ideal solution for users with complex communication needs. For example, business owners with various phone numbers or professionals who frequently travel and require connectivity in different countries can easily manage and organise all their services through a single device.
Through this study, the government hopes to understand better the potential and challenges associated with eSIM implementation in Indonesia. It includes evaluating the regulatory and infrastructure needs required to support eSIM adoption and determining the appropriate policy measures to ensure adequate security, privacy, and consumer protection.
By adopting eSIM technology, in the future, Indonesian society can enjoy the benefits and conveniences offered by the latest communication technology while ensuring the protection of data and user security remains intact.