As digital technology and connectivity evolve, Indonesia, which is well known for having the world’s fastest growth in internet users, faces both huge opportunities and major risks. The nation has been on a digital transformation journey for some time and has made major strides in policy, infrastructure and programmes.
The pandemic has accelerated these plans and forced a rethink of strategies. Nonetheless, the public sector has done a credible job in going digital to continue citizen services and operation in a VUCA environment and in the face of ever-changing citizen expectations.
Part of the digital transformation that the Indonesian public sector has successfully implemented is the modern and remote workplace. Access to the latest technology and collaborative tools has helped public sector officials maintain their work productivity while ensuring optimal resource utilisation.
While the government has quickly adapted and come to terms with the new reality of remote working, there are numerous challenges that governments across the world face. Paradigm shifts in culture and thinking, policy, safety, infrastructure and skillsets are a few areas that need attention.
Additionally, the government must build a solid cyber security system to ensure that its digital infrastructure is secure, especially as machine-to-machine (M2M) technologies, the Internet of Things (IoT) and cloud computing advancement continue to make these agencies more vulnerable to a range of cyber-attacks. The mounting security concerns require the implementation of an appropriate security plan that is both realistic and cost-effective eventually.
The focus of OpenGovLive! Virtual Breakfast Insight on 17 November 2021 was on how a secure infrastructure within the public sector can be built for a digital and remote workforce. The was a closed-door, invitation-only, interactive session with senior digital executives from the Indonesian public sector.
Remote working as the mainstay of businesses, agencies, and organisations
Mohit Sagar, Group Managing Director and Editor-in-Chief, OpenGov Asia, kicked off the session with his opening address.
Remote working is here to stay and there is no escaping it, Mohit asserts. “The world has been forced to adapt to the new reality.”
Virtual culture has taken centre stage in the past two years of living with a pandemic and there is no turning back. What is pertinent for both the private and public sector is how they view technology. “Will technology be seen as an enabler or as a hindrance?”
As organisations find their footing in this new normal, the benefits of remote working should be acknowledged and harnessed. Working remotely can increase productivity, engagement and collaboration more effectively than in typical offices. However, with employees working from home on their devices, how can the security risks be mitigated?
For Mohit, that is a problem that can be resolved but should not be the reason to prevent the embracing of remote working. Security, like all other endeavours, is a risk. Risks come with every decision that is made because nothing is 100% certain, there is always an element of the unknown.
He urged delegates to not “hide behind security” as the reason not to modernise. Precisely because it is inevitable, organisations need to “understand it and plan for it.”
Developing a virtual culture is no longer an option but a necessity that entails intentional thought in several key areas:
- Building team communication and working relationships
- Emphasising the importance of employee contribution to a strong team culture to business success
- Encouraging collaboration
- Scheduling regular catchups and informal meetings
- Asking people to create meeting content with a clear agenda and context
Governments around the world are adopting quickly to a remote working model. The aspects to consider include strategising ways to increase productivity, improve employee satisfaction and culture, harnessing more possibilities for continuous learning, fostering better collaboration and work relationships and improved mental health.
Hybrid is the future, Mohit believes, and the focus should be on what plans and technology are needed for the secure development of a hybrid workplace. To be effective strategy and platforms must have constructive synergy.
Mohit advises delegates to work with partners and is firmly convinced that the transformation need not be done alone. Partners bring a wealth of expertise and experience that will make the journey far easier to manage and navigate.
Staying secure in the “new normal” of remote working
Garry Ng, Asia-Pacific Director, Lenovo, elaborated on Lenovo’s secure solutions for remote workforces.
“Cybersecurity is harder than ever,” Garry opines. “With a wide cyber surface and more access points, the exposure is magnified. Attacks have been on the rise year on year.”
Government institutions are common targets because of the sheer amount of data they collect and store, the vast and diverse networks they maintain and the massive employee base.
By the very nature of the service they offer and the history they need to have of citizens, they have complex, linked personal data sets – a goldmine for cybercriminals. Further, the distributed workforce and the variety of devices that end-users utilise to access services and digital offerings, make security even more difficult to manage.
Attacks are so fast, so often and so sophisticated that most are never even noticed by IT departments until they are long done.
Garry feels that a distributed and remote workforce is fast becoming the norm. Since 2020, many people started working from home and it seems unlikely that returning to the office full-time will happen. With a VUCA future, many businesses will retain the current status quo, having only necessary employees in the office or using some version of a rotating workforce.
With this remote working situation, organisations have to (and had to) provide devices for their staff. However, each of these devices could be vulnerable to attacks. That is the single most difficult thing to trace, he says.
IT departments are losing control of the devices because there is no clarity on where devices are actually being deployed or used. They have no idea if data is being downloaded from devices. Do organisations know if /when devices are lost, attacked or compromised?
“Against that backdrop, how can organisations protect their employees outside of a safe (office) infrastructure? How can organisations manage devices and networks, patch them and make sure they are secure?” he asks.
For Garry, a robust plan to manage and secure devices outside the office is the key. This includes:
- Endpoint security
- Device and application control
- Device management
- Data protection in case of theft/loss
- Mobile threat detection – across both mobile and PC devices
With the fundamental shifts in IT structure from perimeter-based network to perimeter-less network, the attack surface has also changed from having every in-network device that links with the outside world to having every endpoint at unknown networks and devices. Consequently, the security focus has changed from filtering, monitoring and restricting network inflow and outflow, to protecting, managing and servicing every endpoint.
The problem has changed, especially for the government, he believes. Cybercriminals know that both risk and reward are high when it comes to governmental institutions. They will attack the most well-known, hard to protect vulnerabilities in the system – parts and pieces that have not even entered the system yet – and inject themselves as “amicable” parts of the system (such as firmware, BIOS, HW, OS, common applications, etc.).
What is clear is that this shift from a closed-protect network to an open-distributed network has happened and is expected to only accelerate in the future. As such, cybersecurity solution needs to be applied to the entire lifecycle of every piece of the system.
Garry acknowledges remote work is here to stay and that organisations need to be committed to tackling the challenges of security in this new model. He reiterated that the solution is not one-size-fits-all because every organisation is different. There is, therefore, a need to tailor-make or, at the very least, tweak solutions for each organisation.
Lenovo’s end-to-end security offers OS-to-Cloud security, below-the-OS security and supply chain security that can provide safety for organisations pivoting to the new reality of work.
Pivoting to remote working as the “new normal”
Setiaji, Chief of Digital Transformation Officer, Ministry of Health of the Republic of Indonesia, spoke next on strategies Indonesia’s public sector have taken when implementing remote working.
“We are faced with the new normal,” Setiaji concedes. “With employees working away from the office, the nature of activities that employees engage in has also changed – remote Access, Video Conference, Digital Signature, Office Online Tools, Emails, Voice Calls.”
Work-from-home or remote working means managing the accompanying issues of data security, connectivity, digital literacy and deploying effective working tools. The trend towards greater digital dependency will only rise, he contends. As it stands, there are more than 170M internet users currently and they are only set to grow.
What is concerning, is that the more than 811 million cyber-attacks that took place between January to August this year alone – the most being malware, trojans and information leaks.
He acknowledged that these challenges in security ought to be confronted, not swept away or trivialised. Against that backdrop, what should organisations be doing?
For Setiaji, the key is to adopt collaborative tools so that employees will be able to work from home anytime, anywhere, from any device over a web browser. They must also be more efficiently supported and better secured.
In the end, in an increasingly digital landscape, technology is here to stay and will be foundational to any strategy. Organisations need to embrace technology to survive, thrive and stay relevant.
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 facilitate discussions that impart professional learning and development for participants.
In the first poll, delegates were asked about challenges they face when the remote work concept was initiated in their ministry or department. Most delegates (40%) expressed that a lack of focus and productivity was an issue followed by security (30%) and poor communication (20%).
Delegates expressed concern about work culture and productivity as it is difficult to know what employees are doing.
Mohit agrees that this was an initial challenge but, for the most part, has been overcome using the tools available in the market. Combined with solid SOPs, appropriate accountability measures and performance metrics, these early setbacks were laid to rest.
“The rest of the world is using the pandemic as a catalyst for change,” Mohit observes. “The private sector has pivoted and government institutions need to follow; if not, their employees will begin to work for people who will give them what they want.”
When asked which virtual working method their ministry is planning to implement after this pandemic to embrace digital transformation in remote working, an overwhelming majority of the delegates voted in favour of a hybrid working model (74%). The rest of the delegates indicated a physical working model (26%).
Mohit believes that the minority who want to move back to a physical space may well get what they want because that is the easier, more familiar model. Organisations may want to hide behind the excuse of “security”’ to bring back the old, but that is not forward-thinking, he contends.
“Moving backwards is easy, but the future is not behind us; the future is ahead.”
Some organisations are at a crossroads, looking to make a hybrid work sustainable – and this is an inevitable journey, Mohit assures the delegates. If there is good productivity in the current model of hybrid work, it is important to leverage that. If safety is an issue, then work with partners that can help to keep data secure.
Concerning nervousness around security, Garry points out that it is a fine balance between the security organisations want to have and productivity. The moment it frustrates and affects productivity, it becomes a problem, he firmly believes.
The world is in the thick of the digital revolution, says Mohit. People can work from anywhere anytime. We only need to change the culture and the perspective. It is much the same as cloud adoption; people eventually overcame their initial nervousness and is now a preferred option.
“Like there are the options of private cloud, public cloud and multi-hybrid cloud, organisations need to move into a ‘multi-hybrid work capability’,” Mohit is convinced.
The next poll asked delegates to indicate challenges they face in managing the data on the cloud in the context of employees working remotely. A huge majority indicated that control or governance is the main challenge (73%). The rest of the votes were split between lack of expertise (11%), multiple cloud management (11%) and cost management (5%).
When asked about the importance of cybersecurity practices in remote workspaces, most delegates indicated that it is extremely important (81%) followed by important (19%).
Mohit emphasised that cybersecurity is an outside defence perimeter that is a “must-have,” just as “cloud is a must-have.” The key to managing this inevitable future is to pre-empt it with good policy and governance.
On whether delegates have a solid cyber security system to ensure that the digital infrastructure is secure, most delegates indicated that their ministry has a moderate security system (53%), followed by delegates who felt that their ministry has a solid cybersecurity system (43%).
A delegate pointed out that cyber threat is always evolving. The question of security is a conversation that never ends. The best thing to do is to constantly monitor, test fresh solutions, review and employ innovative technologies.
The final poll inquired what delegates thought is the step to be taken to keep the focus on cybersecurity while working remotely. Most delegates (42%) felt installing and updating anti-virus was key, followed by avoiding clicking on suspicious links (36%). The remaining delegates were split between others (11%) and keeping work and home devices separate (11%).
Mohit opined that cybersecurity is about doing all the above; it is much bigger than can be imagined – people have to do everything.
Wrapping up the session, Garry emphasised the importance of recognising the new challenges in remote working. The drive towards the next digital wave must be done securely and cost-effectively in a flexible digital environment.
He encouraged delegates to consider the cost of compromise when it came to adopting technologies to cope with the future of work.
Before bringing the session to an end, Garry thanked everyone for their participation and the robust discussions. He encouraged the delegates to keep the conversations about data security alive and to connect with him and the team if they would like to explore how Lenovo could help in their journey.
The global spread of COVID-19 has been a disaster of unparalleled proportions. Not only has it halted the world economy, but it has also made even the most optimistic leaders reconsider how soon things would return to how they were before the outbreak.
Even as the pandemic disrupted businesses and services around the world, a sudden and dramatic increase in internet consumption was observed. Businesses had to shift to digital communications and tools as the key medium for maintaining productive and interesting relationships with their many stakeholders – internal and external.
While the private sector was quicker to alter procedures in the early phases of the pandemic, the public eventually successfully adapted and innovated to continue citizen service delivery. Of course, early on, most governments rapidly put into place digital communication and emergency response platforms.
By allowing users to access their data and applications from any internet-connected device, cloud computing expands the scope of digital transformation beyond simple technology adoption to encompass a comprehensive redesign of all related procedures, resources and user interactions.
The cloud and digital transformation are now inextricably linked. Organisations across the board need to adopt a cloud-first strategy if they want to ensure the longevity of their operations and realise their transformation objectives.
Most organisations and agencies have benefited from the digital change, but some industries are behind the curve. To keep up with the fierce competition in their industries, they must guarantee the reliable operation of the cloud communication platforms that serve as a direct line of contact between the organisations and their consumers and aid in the promotion of their offerings.
The OpenGov Breakfast Insight on 25 November 2022 at M Hotel Singapore provided Singapore’s public, education, financial and healthcare sectors with the advantages of the most recent cloud technology.
Simplifying Things via Cloud Communication
Mohit Sagar, CEO & Editor-in-Chief, OpenGov Asia believes that the cloud has transformed the way organisations communicate, cooperate and carry out many other critical business and service functions.
Cloud communications are voice and data communications solutions that organisations employ to manage cloud-hosted applications, storage and switching.
“Cloud communications services are becoming an increasingly intrinsic choice for organisations looking to streamline their operations and enable their remote workforces to stay connected and productive,” observes Mohit.
Cloud communications enable organisations to interact with their employees and customers over many channels, including email, audio calls, chat and video. All of these leverage internet-based connectivity to minimise faulty connections and lag in communication.
This communication model has become the go-to option for addressing the growing need for efficient internal communications in the hybrid workplace. As numerous workers are returning to the office, and for many of those who have remote work capabilities, hybrid work arrangements are swiftly becoming the new standard.
Organisations are figuring out ways to make hybrid work as interesting and effective as they can. Leaning into what is working, changing what is not working and adapting as lessons are gained are the first steps in creating an effective hybrid strategy, work environment, and culture.
Employee access to the system from anywhere on any device is the need of a mixed work environment. Regardless of the apparatus they are using or their location, employees need to be able to connect to the system.
“User-friendly features in cloud communications make it simpler for staff to become used to the technology,” Mohit explains. “Up until now, better work-life balance, more effective time management, control over working hours and location, prevention of burnout and higher productivity have been the main benefits of hybrid work.”
Having the appropriate tools to be productive at work, feeling less a part of the organisation’s culture, poor cooperation and relationships, and disturbing work processes are some of the biggest obstacles to hybrid work.
Apart from the initial expenditure, virtual meetings result in reduced expenses because of the decline in maintenance and transportation costs. Moreover, integrations of cloud telephony enable companies to place and receive calls from any device that is connected to the Internet.
This means that cloud communications can potentially maximise resources for organisations. Procedures, implementation and adaptability can all be accelerated with a cloud communications strategy, which also offers limitless high-volume information transmission.
According to Mohit, cloud communications must have robust security components to ensure compliance with data privacy laws and the security of all stakeholders. “To assist in safeguarding data in the cloud, emerging cybersecurity tools should also be taken into account.”
These include Artificial Intelligence (AI) for IT Operations (AIOps) and Network Detection and Response (NDR). Both programmes gather data on the security and stability of cloud infrastructure. After data analysis, AI notifies administrators of any unusual behaviour that might represent a threat.
Ultimately a well-thought-out cloud communication strategy with strong security features can serve organisations and gain a competitive advantage in an increasingly digital landscape and VUCA environment.
According to Lucas Lu, Head of Asia, Zoom, if communication fails to give the greatest possible experience, everyone suffers – from employees to consumers to investors. And neglecting to address this essential avenue has ever-worsening implications.
Organisations are going through some significant changes, he explains. The first is in the general business environment. Organisations are under tremendous pressure to boost efficiency, adapt fast as competition rises and keep up with the rapid pace of innovation and technological advancements.
This problem is becoming even more pressing because of economic uncertainties. Furthermore, solving these problems requires effective communication between consumers, prospects and staff.
The workforce is likewise seeing a paradigm shift. People desire the option of remote employment and are asking for the cutting-edge equipment and communication systems they need to do their jobs.
HR managers concur that a high-performing workplace’s future requirements would include collaboration, regular communication and a mentorship culture between managers and teams. “You run the risk of losing the ‘War for Talent’ if you don’t deliver,” Lucas asserts.
With every new tool and software that is made available, communication becomes more difficult and complex. Employees, clients and potential consumers are just a few of the stakeholders who have preferences and expectations about how, when and where they conduct business.
Due to this, many businesses choose their battles carefully when it comes to facilitating communication. They follow a variety of routes, including:
- Maintaining already-established systems that are deemed adequate
- Making use of the fundamental, built-in communication capabilities that are provided with other software packages, even if they don’t entirely satisfy the organisation’s demands
- Using different approaches based on the circumstances. You might, for instance, employ one communication tool for internal cooperation and another for clients, investors, and outside events
“All these strategies are meant to provide organisations with fundamental communication,” says Lucas. “These methods provide some flexibility, but they also change the environment for prospects, employees and consumers. People are compelled to alternate between various options based on their needs as a result.”
This causes unneeded annoyance, rework, expenditures and misunderstanding. Employees may feel alienated and impatient. Customers’ interactions with the brand are disorganised and unprofessional. And various instruments frequently make business slower.
In this uncertain business environment, organisations that can move beyond basic communication into universal communication have extraordinary potential. They can develop intuitive connections to all parties, employees, customers and investors, regardless of location, technology or business activity.
This will be accomplished by integrating the individual and organisational connection demands that will result in a) Delivering a consistent and quality experience for all participants, b) Making human connection effortless, and c) Enabling rapid innovation to maintain relevance.
These results may:
- Satisfy both the primary business requirements and the consumers’ expectations
- Redirect internal resources from managing communications to new services and capabilities; and
- Increase the marketability and perceived agility within the organisation and in the market.
An organisation’s reputation is directly related to the quality of its communication services. In addition to the fact that employees, clients and customers can work remotely, those returning to the office do not t want to compromise on the at-home office environment to which they have grown accustomed.
Organisations must adapt to this new hybrid environment to guarantee that everyone receives high-quality service regardless of circumstance or location. Expectations are simply greater and it is unacceptable if a session fails due to dropped participants or subpar audio or video.
“With Zoom, you may use a top-notch infrastructure that is specially made to prevent failures to safeguard your company from communications disruptions. You eliminate a work-limiting unpredictability risk by doing this,” Lucas says confidently.
When communications are down nowadays, it is impossible to conduct business. Hence, organisations may provide a controlled experience by enabling their staff to work without being concerned about the underlying technology. Additionally, they can analyse the underlying cause of any problems in their surroundings and take preventative measures.
With this, employees can concentrate on their work without unneeded interruptions or ambiguity and will have faith that the communication solution their organisation has deployed will work as planned.
“Partnering with Zoom enables quick innovation to keep up with the times. You can take advantage of a constant flow of fresh features that correspond to actual user requirements,” Lucas says. “Moreover, by frequently communicating with their support group, organisations will rapidly realise what is possible.”
Fireside Chat: How to Prepare for the Transition to the “Cloud Culture”
Geetha Gopal, Head of Infrastructure Projects Delivery and Digital Transformation, Panasonic Asia Pacific believes that every day, new technologies emerge and the culture of change is driving a paradigm shift for which an organisation must be prepared.
“As the COVID-19 outbreak rocked the world and we were unsure of what to do, our investments in technology became our strength,” says Geetha.
As the trend toward digitisation of remote work transforms the traditional office culture, a cloud culture has evolved. Likewise, cloud computing has become a competitive advantage for these organisations.
Every step toward better efficiency in the manufacturing sector increases competitiveness. Because of this, the industry’s embrace of cloud communications has become a crucial turning point. Cloud communications have changed the game for manufacturing by enabling increased efficiency while lowering IT expenditures.
“Cloud computing is the future, and organisations are successfully transitioning from the traditional office culture to the cloud culture,” Geetha says firmly.
Streamlining operations using scalable technological solutions for essential tasks and process optimisation not only helps reduce costs but also frees up time for businesses to devote to value-adding endeavours.
This is crucial now more than ever as operations teams struggle to keep up with the quickening speed of product and investment strategy development being observed among clients.
The new service-focused, client-centric operating model for investment operations will be made possible by technology, data and scalability. Organisations need to realise that the greatest way to prepare for the future is to create it as they deal with this period of constant innovation.
As a result, operations leaders who are taking steps to redesign, reinvent and adapt their operations may ultimately be in a stronger position.
Geetha emphasises that collaboration, communication and connectivity are crucial for success in today’s work environment. The key to maximising these contacts is digital communication. “For efficient communication and productivity, your company primarily depends on specific systems, platforms, and applications.”
More organisations are understanding the enormous advantages of migrating their systems to the cloud as technology continues to progress. In addition to allowing organisations to remain relevant in a competitive market, innovation plays a vital role in economic growth. Innovations are required to solve key problems.
One of the tactics that may be employed to save money while maximising organisational resources and extending communication skills and reach is advance planning.
An advantage of cloud communications for aiding staff members in a hybrid workforce is the reduction in time spent travelling to the workplace. Employees can save time travelling with the hybrid model simultaneously offering the chance to be more productive.
Despite the importance of enabling technology, it is the human workforce that will not only execute the organisation’s digital transformation strategy but also ensure its long-term success.
Guaranteeing that personnel are up to the task, however, needs not only technical training but also a radical transformation in thinking and decision-making.
It is important to focus on organisational culture by changing the management programme and making concerted efforts to close the gap between the internal aspect and employees.
Organisations that are unable to develop and achieve new goals that will assist their employees and business to thrive are those that are unwilling to alter existing practices.
“The pandemic can no longer be an excuse or the reason – remote work is here to stay. If we want skilled employees then we need to concentrate on their needs – we must empower our employees,” Geetha concludes.
Lucas believes that every problem has a solution since most organisations fail to connect their strategy to their innovation objectives. “Change is a constant process, and what we say today might leave a legacy tomorrow. Any plan for digital transformation, in our opinion, must be built around digital innovation.”
The road of digital transformation must involve a competitive advantage that can only be sustained by introducing innovations and contemporary methods if it is to stay modern and please clients with cutting-edge goods and services.
For every change, there is a call for managerial backing to be successful and transformative. Zoom is happy to discuss how digital transformation budgets differ from traditional business or IT budgets to meet the demands of any organisation.
Lucas believes that cloud computing is transforming not only how many organisations access and store data, but also how many of these businesses run. It provides greater protection, flexibility, data recovery, minimal to no maintenance and ease of access.
“Although many people used to hesitate the cloud computing, they have now realised how important it has become to organisations,” Lucas has observed.
Mohit believes that changes in computers and how technologies are distributed are altering the ecosystem, especially for those who work in a hybrid environment. He encourages delegates to start establishing a strategy to utilise the cloud’s benefits for their businesses and services. “Organisations should determine the types of cloud services for which you require solutions, then meet with cloud service providers to determine the best long-term match.”
Both public and private organisations benefit from the adaptability, efficiency, scalability, security, improved collaboration and cost savings that cloud computing offers. “The COVID-19 pandemic has accelerated cloud adoption, but it is anticipated that cloud computing is here to stay, especially since hybrid work assumes a central role,” Mohit concludes.
A digital government operates in a manner that is digital by design, focusing on the requirements of users and maximising data. Fundamentally altering the way the Australian government operates now, it offers enhanced social, policy and economic outcomes.
The Digital Transformation Agency (DTA) of Australia believes that a digital government better prioritises the requirements of individuals and businesses. It entails investing in cutting-edge technology to deliver a personalised experience that is stable, safe and dependable and ultimately anticipates the demands of each user.
Australia’s Resilience and Growth Rely on Digital Government
“We cannot underestimate the impact of programmes and concepts such as ‘Tell us Once’ – not requiring customers to continue to re-tell their story as they access government services,” Lucy emphasises.
They are beginning to see both this de-duplication in service delivery and a side effect of more efficient investment through what they have dubbed the “Australian Government Architecture” (AGA).
The AGA is a vision to reduce the time agencies need to navigate the complexities of government in building digital and ICT-enabled solutions. It is designed to be a catalogue of applicable policies and standards combined with an index of repeatable patterns and capabilities for re-use.
Because of the increased speed-to-market, the Government can respond to priority needs using modern, best-of-breed approaches gaining “overall efficiency in how we digitally connect government services”.
“Silos of excellence” are a significant challenge. While Australia has some policies in place to reduce investment in duplicated capability, this is a difficult barrier. While some core functions of a platform may be the same, the needs of the service that uses that platform may be very different. “It’s always a struggle to strike a good balance.”
Unfortunately, when it comes to transforming government services, there are often legacy, disconnected systems that must be addressed and eventually decommissioned. This requires time, effort, and, most importantly, commitment. When compared to the release of a new system, it is more difficult to create a good-news story about turning off a system.
“Our people are at the heart of so much of what we do in the Public Service. This heart is often the dedication that the government requires of people who are passionate about serving citizens and businesses,” Lucy acknowledges.
The money available to the public sector, particularly in the digital streams of work, can make it difficult to compete with the private sector. This means that their best and brightest often leave for greater returns and better opportunities. “Our big challenge will be crafting our employee value proposition – across the Australian Public Service and all agencies.”
One of the most important technological advancements ever made, digital identification has enormous advantages for businesses, consumers, and governments. Australia is a pioneering nation in the field of digital identity. The Trusted Digital Identity Framework that supports the Australian Government Digital Identity System isn’t simply based on industry best practices from throughout the world; it’s also regarded as best practices in many other nations.
Underscoring her belief in the Trusted Digital Identity Framework (TDIF), Lucy says, “At the DTA, we’ve been building policy for Digital Identity – the Trusted Digital Identity Framework (TDIF) – for several years.”
The DTA is responsible for the Whole-of-Government Digital and ICT Investment Oversight Framework – a six-stage, end-to-end framework that provides Government Agencies with direction for managing their digital and ICT investments across the full project lifecycle. Government Departments and Agencies are obligated to consult with the DTA on all digital and ICT investment plans throughout the framework’s numerous stages, per the Framework.
Moreover, the TDIF serves as the guiding principle for the Australian Government Digital Identity System. It is based on worldwide and industry best practices and standards and it establishes strict guidelines for privacy, security, transparency and trust.
The TDIF is regarded as a world-leading accreditation framework for digital identity providers. It has supported the implementation of best-practice digital identity policies in Australia’s government and corporate sectors.
The TDIF has evolved and continues to adapt in response to changes in the service delivery landscape and consumer expectations as digital identification technology quickly evolves. It has gone through four major revisions, with a fifth now in the works.
In addition to incorporating accrediting programme findings, the next version (release 5) aims to prepare the TDIF for the future of digital identity as verifiable credentials and digital wallets become more popular and technology continues to grow at a rapid pace.
More than 9 million Australians, on the other hand, have decided to create a Digital Identity (using myGovID to build a Basic, Standard, or Strong identity) to access over 125 government services online, with 26 services supplied by states and territories. Over the past year, 1.3 million people used their Digital Identity more than once while 12,000 people have used their Digital Identity more than 65 times.
“We also have more than 1.4 million businesses that use Digital Identity to access business services, like our tax agency. This makes it easier for them to do business by reducing the amount of paperwork they have to do,” Lucy reveals.
Identification fraud can be reduced using a digital identity. In Australia, Digital Identity is predicted to save the economy AU$3 billion per year from identity theft and online fraud. The Australian Government Digital Identity System also provides extra privacy and security safeguards, such as no central database where papers are held, the inability to trace or sell a person’s behaviour, and all information being securely encrypted.
On the surface, this looks to be a simple issue. But, a response must include service standards, service design, accountability systems, collaborative service delivery with other jurisdictions, feedback mechanisms, open data and open government.
The design of performance metrics to monitor end-user experience begins with the service design. That is, gathering baseline data, investigating what data is accessible and, most crucially, finding the questions that yield performance data to enable continual improvement.
Monitoring the performance of a service or product is frequently done through a lens other than digital. The annual Report on Government Services (RoGS), for example, provides an annual study of government services in terms of equity, efficiency, and effectiveness.
The RoGs must incorporate state and territory government services as well as those of the Australian Government because other similar service experiences can influence user satisfaction ratings.
All government services must pause and assess how well they are satisfying the requirements of their users. myGov, the largest platform for providing government services to citizens, is currently subject to an independent user audit. The audit’s recommendations are expected to have significant implications for government service delivery across the board.
The Australian Public Sector (APS), like many other organisations and institutions around the world, is reorienting and evolving to embrace digital transformation and harness the power of data. “Realising that these are critical to our ability to continue to effectively serve the interests of Australia and the Australian people in a world defined by increasing speed and complexity,” says Lucy.
She agrees that it’s hard to keep the momentum and focus needed for long-term digital transformation with all the other priorities and crises that the public sector has to deal with at the same time. A key part of this is recognising and emphasising the link between digital transformation and trust and satisfaction in government on the part of citizens.
Even though the pandemic forced people to rely on their governments more, the overall trend is obvious. Against this backdrop, the Australian Government has made it a top priority and a requirement for the APS to do its job to win back the trust of the people.
“In the DTA, we make it clear how the ongoing digital transformation and the whole-of-government reform agenda are linked and depend on each other,” Lucy asserts.
The agency continues to stress the importance of services that focus on people and are easy to use. They are also building strategies that support the transformation that is sustainable, efficient, and centred on people. She points out that Australians who are happy with government services are twice as likely to trust their government.
Paving the Way for the Future of Digital Transformation
Australia is experiencing the effects of the rapid rate at which the digital world is evolving. Its APS Reform, which has a 2030 perspective, provides the government with a clear vision for the transformation of the public sector. The main objective of this agenda is to revolutionise how digital is done by making the APS more effective and efficient.
Ensuring that people and businesses are at the centre of policy and services is a core tenet of APS Reform. To ensure that transformation meets and surpasses user expectations, early and meaningful interaction and co-design are given a lot of attention in the digital space.
Trust is an issue for governments everywhere and is closely related to citizen expectations. In Australia, as in many other nations, public trust in the government had been dwindling before the outbreak. Although COVID had a brief uptick, regaining the public’s trust remains a major problem facing the government and its institutions.
To ensure that the government puts its constituents at its centre, the digitisation of government is key to the endeavour to reestablish confidence. The Independent Review of the APS in 2019 recognised this priority, and the nation is already moving in the right direction.
The key will be to define who is responsible for delivering initiatives and to raise the transparency of the progress by publicising how well key metrics are performing. However, confidence is not just dependent on how well-run and open the government’s operations are. It includes safeguarding data as well.
Criminal and state-based actors are rapidly developing their offensive capabilities, which is causing the cyber threat landscape to change all the time. These more sophisticated cyber-attacks are aimed against Australia.
A big compromise of Australian Government networks is a matter of “when,” not “if,” without massive reorganisation and cyber upgrading. “In light of this, we are hardening the government’s own IT, through a centralised model of cyber security services, called Cyber Hubs. We’re currently testing the feasibility of the Cyber Hubs model through a pilot. So far the pilot has shown the centralisation of the provision of services can help improve cyber security,” Lucy explains.
The government and institutions have vast amounts of information about Australians. This data is the fuel that drives the progress of artificial intelligence. Over the next 5 to 10 years, there is a chance to harness this data and use AI to innovate and improve public service delivery, resulting in better efficiency and transformation. But AI’s use of this data comes with risks and challenges for everyone, including the public sector. These risks and challenges need to be handled morally and responsibly.
Quantum computing is still in its infancy, but its application could represent the next step in the digital revolution of service delivery. AI is only as good as the data it’s trained on. Large datasets are currently being used by governments and institutions to train AI models and make them more useful.
However, when these datasets become scarce, governments and industries will be forced to find new ways to improve AI programmes. Quantum computing is one such method. Quantum computing refers to a class of supercomputers based on quantum mechanics.
To process information, these quantum computers employ the laws of quantum mechanics. That is, they can detect patterns in data that are nearly impossible to detect using traditional computers. They are substantially different from today’s computers in this regard.
Lucy believes if these powerful AI capabilities are utilised responsibly and data is saved and maintained safely, confidence and trust in government and institutions will grow. “More will need to be done in the next 5 to 10 years to integrate human values like transparency and fairness with AI’s goals of efficiency.”
Lucy is optimistic about the future and the role the DTA will play in guiding the government on developments in digital and ICT. She sees great potential for the agency to act as a government advisory body for its tech-enabled initiatives going forward as well as to serve the country in its digital ambitions. In summary, that is what she believes the agency exists for – to aid the public sector to offer the best citizen experience possible and help the nation thrive.
The Philippines was selected as one of the pilot nations to be connected to the Arterial Research and Educational Network in the Asia Pacific (ARENA-PAC) through its national research and education network (NREN).
The Philippine Research, Education and Government Information Network (PREGINET) will be linked to a global NREN hub in Guam as part of a Memorandum of Understanding (MoU) signed between Secretary Renato Solidum, Jr of the Department of Science and Technology Institute (DOST) and Prof Jun Murai of Keio University.
Prof Murai, known as the Internet Samurai and widely regarded as the inventor of the internet in Japan, has played a key role in establishing network testbeds across the Asia Pacific to support innovation and cutting-edge technologies on the global internet.
ARENA-PAC is a backbone network that currently connects Tokyo, the Philippines, Indonesia, and Singapore to a hub in Guam via several 100Gbps circuits. Future membership is anticipated to increase.
The next phase of ARENA-PAC’s advancement of science and technology, which will benefit not only the Asia Pacific region but also the world’s research and educational communities, will begin with this new process for high-speed additional internet connectivity in collaboration with DOST-ASTI.
These kinds of cooperation, according to DOST Secretary Renato, are crucial for the nation, particularly in the field of research and development, where cooperation with other nations in the Asia-Pacific region is crucial.
The fact that this collaboration with the Japanese counterparts is a direct result of the DOST-long-standing ASTI’s relationship with them makes it particularly significant. “Because any cooperation activities will be based on trust and a positive working relationship, it is crucial that we nurture our relationships with our collaborators,” says DOST Secretary Renato.
The precursor to the collection of science infrastructures that ASTI maintains, PREGINET has been igniting research and educational activities across the nation.
Numerous research projects have been conducted in the fields and applications of disaster risk reduction management, bioinformatics, health, and distance learning thanks to these scientific infrastructures. The ARENA-PAC offers members and partners of PREGINET the chance to maximise research opportunities and create successful partnerships within the networked world.
Meanwhile, a new version of the BIR Digital Assistant – Chatbot REVIE is now available and includes TIN Verification/Validation, RDO Finder, and an eComplaint facility, according to the country’s Bureau of Internal Revenue (BIR).
The eComplaint, on the other hand, is a service that enables taxpayers to file complaints against businesses for failing to issue receipts or invoices, engaging in tax evasion, and other violations of the Tax Code.
The eComplaint facility can also be used to file complaints against incompetent BIR employees or officials.
Revie, the BIR’s digital assistant, was introduced in June 2021 to address general inquiries from taxpayers as well as frequently asked questions about registration, BIR Forms, the zonal value of properties, and BIR eServices.
The BIR website’s home page provides 24/7 access to this artificial intelligence. If a taxpayer using the service needs more clarification on Revie’s responses, they can also chat with a live agent.
The enhancement of Chatbot “Revie” is part of the BIR’s Digital Transformation (DX) Programme, which aims to improve taxpayers’ experiences when transacting with the BIR by providing additional channels through which they can raise questions and concerns about their tax compliance obligations.
The public sector across the world is undergoing the most extensive digital transformation ever. The urgency with which citizen services must be updated and improved during the previous two years is a direct result of global events. Moreover, the expectation for instantaneous, significant, and individualised digital experiences has also been increased by the epidemic.
As a result of the pandemic, governments have had to rethink services with more innovation and creativity to meet the increased need for faster time-to-value structures that are more agile and collaborative. On the other hand, many organisations in the public and nonprofit sectors felt pressured to improve their digital services to meet rising expectations.
Singaporean government agencies have done an excellent job of providing citizens with cutting-edge, trustworthy digital services in the fields of healthcare, education, and social support. These agencies provided residents with seamless service by utilising cutting-edge digital tools and services such as telemedicine, intelligent chatbots, mobile apps like TraceTogether and distance learning.
While there is still a way to go in transforming many offline services, there is much potential to innovate and provide residents with more user-friendly services. When looking for government services, citizens do not want to fill out numerous forms and browse multiple websites. People have come to anticipate a level of service that is both consistent and easily accessible via the internet.
It is becoming increasingly apparent that government agencies need to better use innovative digital tools and platforms to foster more strategic and all-encompassing community interaction. While this transition is underway, efforts are being made to make sure that those folks who are not technologically savvy are not left behind.
The OpenGov Breakfast Insight on 23 November 2022 at the M Hotel Singapore provided the most up-to-date information on how government agencies may develop seamless, personalised, citizen-centric digital experiences.
Digital Government Provides Simple, Secure, Citizen-Centric Services
According to Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia, the ultimate test of digital government success is the importance of simple, seamless and secure citizen-centric services.
Adopting a human-centred strategy for every step of the digitalisation process, making sure that the citizens were served with compassion rather than being overly thorough when digitalising every analogue process cannot be overstated.
“We must strive for human-centeredness in our digital government by incorporating service journey mapping and reimagining services and processes along the way to meet citizens and businesses where they are,” believes Mohit.
By adopting agile technological development, organisations are better able to respond to rapid changes and provide better solutions for the current situation.
To ensure that no citizen is excluded, governments are adopting an omnichannel approach to provide seamless, personalised delivery and/or communication of key government services across multiple agencies via digital, phone and physical channels that integrate high-tech functions.
In meeting the public’s expectations for inclusive, equitable and accessible digital services, government agencies are modernising their technology infrastructures. Access to equal and inclusive online and in-person services is a significant focus as they increase their emphasis on the customer experience.
Having rich analysis, content management and hyper-personalisation tools allow both private and public organisations to make their services accessible to everyone.
The public deserves an intuitive digital experience, so the government organisation must make its services available to everyone using tools for hyper-personalisation, content management and rich analysis.
“The Singpass app is the best example of this in Singapore which the government made to ensure a more inclusive and diverse public service,” Mohit shares. “With such solutions, platforms and apps, Singapore’s public sector enjoys high levels of citizen satisfaction, which bodes well for the future.”
A successful digital government will measure citizen satisfaction through key digital services provided by the government and pinpoint areas that need improvement. The main goal is to promote an innovative culture and use new technologies to improve the lives of the citizens.
It is becoming increasingly important that a government comprehends the user experience and impact of its digital services as more people interact with it through websites and mobile applications.
Governments are placing extra emphasis on digital transformation. Offering a seamless digital experience makes sure that the public sector can continue to serve the citizens and be useful and accessible in the future. “An organisation can easily stagnate without a concerted effort when it comes to digital transformation.”
Shashank Sharma, Head – Digital Experience Business, Adobe South East Asia recognises that the pandemic increased the need to modernise and innovate more quickly than ever before. It also raised the bar for agile open team structures across all industries, including telcos, intending to have faster go-to-market than in the financial and public sectors.
“We’ve been pushed to think creatively and with ingenuity. But the biggest problems we face in the public sector or public service agencies are outdated systems,” says Shashank. “There are legacy systems and databases that are siloed between various government agencies.”
The COVID-19 crisis highlighted the importance of a broad-based strategy for digital transformation. The trade-offs between policy goals may have changed as the health and economic crisis developed.
The fact is that most local governments rely on siloed software systems with data stores that are frequently redundant for decades. The systems never interact with one another or exchange data. Although it might have appeared that this was the best way to maintain the accuracy of the data in each system, in practice it results in duplicate data, errors and workflow issues.
Citizens now have high expectations for government services because they have been enjoying an exceptional digital experience in the private sector where their needs are met immediately – anywhere, anytime on any device.
The term “citizen-centric” refers to a change in the focus of service delivery from the interests of the government to those of the citizens. Although the quality of public services may be comparable across socioeconomic classes, citizens may draw different conclusions about service because of differences in how those services are perceived and expected to perform.
To make digital transformation work for growth and well-being, policies are required. Cross-cutting concerns like gender, skills, digital governance, and data governance must also be considered.
A country can create a coordinated, whole-of-government approach to digital transformation with the aid of a government digital policy that takes into account all citizens’ needs and preferences.
Establishing a governance framework that supports coordination, articulating a strategic vision, evaluating important digital trends and policies and developing and implementing a comprehensive strategy are all necessary steps in the process of reevaluating current digital policies.
To ensure equity and inclusiveness in the projects and services that are delivered, the government is looking to change the policies that affect people’s lives. “As more and more digital services join the public sector, you can be sure that the guidelines will increase.”
John Mackenney, Practice Director – Digital Strategy APAC at Adobe, discussed the company’s creation of a Rapid Response Programme and COVID resources hub. These were designed to assist the government in adapting to the needs of their workforce and the people they serve when the pandemic hits in 2020.
“At Adobe, partnering across industries to improve digital customer experiences is a significant part of who we are. And we have partnered with governments to unleash creativity, accelerate document productivity, and power the digital business with our platforms,” John reveals.
They have accomplished a goal worth celebrating after a year. In all 50 states of the U.S., Adobe is now collaborating with the federal government as well as with specific agencies at the state, county and city levels – from e-signatures to powering customised communications to constituents.
According to John, citizens expect more individualised digital experiences since they demand more open, dependable, accessible and responsive service. Governments, therefore, must empower citizens and concentrate on increasing public satisfaction while lowering service costs.
Governments today have become more citizen-centric, data-driven, proactive, and responsive to help citizens and businesses, especially during difficult times.
“Making data available that can enhance experiences and economic outcomes is one of the government’s initiatives, as is ensuring that citizens receive consistent and understandable information,” John asserts.
Most countries are concentrated at the emerging level when it comes to customer experience. There is no centralised customer portal for any state, but leaders set themselves apart by customising the user experience (top services, searches, portals) and by digitising high-priority applications.
Moreover, countries are predominantly at the emerging maturity level, like customer experience. Overall, they discovered that most government websites are designed with desktops in mind rather than mobile. As most constituents will attempt to access government websites and information via their mobile device, this is at odds with an accessible strategy. Mobile site speeds typically lag desktop site speeds by 44%.
“We have the widest range of scores across all states in our digital social equity dimension,” says John.
In terms of digital equity, more than half of the states are in the early stages and by focusing on user experience (high contrast, readability, large text, text-only pages), as well as by providing a wide range of language options and services, websites can be made much easier to understand.
Three crucial capabilities are needed to deliver personalised experiences. The first is the data and insights about citizen journeys through both assisted and unassisted channels. Connecting data from various government agencies makes insights accessible to all.
The collaboration and content come in second. Creating content more quickly and widely across all channels (online and off) will maximise cooperation between departments and within agencies when reusing materials.
The third is the journeys – where governments customise the experience on the terms of the citizens and use context to make sure each journey is pertinent, unique, and accessible.
Personalisation of government services, according to John, is enabled by email and web personalisation tools. Both tools enable government agencies to better adapt to citizen needs.
Any personalisation strategy must provide genuine value to citizens and should ideally achieve the following: Make it easier for citizens to find relevant information: make useful information available to citizens who may not be aware of it; reduce information entry that is repeated or unnecessary and assist citizens with complicated transactions.
John suggests that governments should personalise the experience of their citizens for three reasons:
- Time savings due to content accessibility will result in increasing service usage due to streamlined application procedures;
- Time savings and compliance through the fusion of information from various government agencies;
- Time savings by delivering the most pertinent content.
Personalising citizen experiences will enhance the interaction with government services, resulting in quicker and more satisfying decisions and outcomes. “Increased use of government goods and services, then citizens satisfaction follows from this,” concludes John.
According to Lucy Poole, General Manager – Digital Strategy, Architecture and Discovery Division, Digital Transformation Agency, Australia, to facilitate improved decision-making, streamlined engagement, increased efficiency, and the rollout of a slew of new digital government services to citizens and businesses, it is essential to recognise data as a critical enabler and to share this data on a whole-government basis.
“Public service organisations must deal with too much complexity and rapid change to effectively respond with what they already have on hand,” Lucy feels.
However, these very same organisations are in a prime position to connect with ecosystem allies who have access to a wealth of resources and skills. This will lead to the operations, services and technologies being expanded into partner organisations.
The Australian government is looking into different ways to build trust, which is crucial as countries recover from the global pandemic and prepare for new challenges. This citizen trust is essential for ensuring the success of a variety of public policies that rely on the public’s behavioural responses.
In this context, the importance of data sharing cannot be underestimated. The pandemic has demonstrated that accelerated data sharing is feasible. The current challenge for government leaders is to institutionalise these data-sharing advancements to support the upcoming innovation wave and the general welfare.
“Governments should start by assuming that the public will find value in data and that it should be shared,” Lucy asserts.
The Australian government has pledged to lead the world’s digital economy and society by 2030 and rank among the top three digital governments by 2025.
With its vision for 2030, the way the government helps its people transition into adulthood, start higher education or training, start a family, retire, take care of a loved one and go through other significant life events is being reexamined and improved.
Additionally, the public will have the option to share information across pertinent services and personalise services. By pre-filling and submitting their forms upon request, pre-evaluating their eligibility and initiating automatic payments, will offer a seamless experience.
Personalised government services will benefit those who need them most while also being more convenient for everyone.
The country aspires to improve its ability to collaborate with its organisations and community to enable better service outcomes. “To streamline our engagement and free up the public to concentrate on achieving the results they are passionate about; we will use technology-enabled platforms,” Lucy opines.
To achieve this, the Australian government is looking to make the appropriate investments in digital and ICT-enabled infrastructure at the appropriate time and approach. The Digital Transformation Agency of Australia will help agencies to harness the true potential of advanced technologies.
The Digital Transformation Agency provides strategic advice and assurance to the Australian Government on its digital and ICT-enabled investments to help drive the transformation of public services.
Some of the benefits and challenges of coordinating investment across government are that government employees and contractors must possess the necessary skills to spearhead the government’s efforts to transform into a digital economy. Using both established and emerging technologies, they must aid in building better services.
“To make training, hiring and career development for the Australian Public Service easier, we will identify and describe the digital skills we need. This includes initiatives to find new talent through cadetships, graduate placements, and internships,” Lucy explains.
These digital skills are being ingrained throughout the government. The investment is a part of the modernisation fund established by the Australian Government in partnership with the Australian Public Service Commission.
“We anticipate that as new skill requirements materialise, this capability will change,” says Lucy. “Cybersecurity and cloud computing management, as well as design and research skills, are emerging needs. To support Australian small and medium-sized businesses in the future, the nation needs to pinpoint areas where they can develop new capabilities.”
The delivery of digital transformation will be led by Australian businesses and their workforce. They will purchase cost-effective technology from around the world and implement it using Australian skills and ingenuity.
“We will manage risks for the government and our business partners through the way we interact with our suppliers, and we are changing our sourcing policies to make the government more business-friendly,” Lucy says. “This method of modern procurement is collaborative and iterative. It enables the government to purchase goods and services with less risk and for a better price.”
Shashank noted that all delegates agreed to prioritise digital experiences and he encouraged them to begin their seamless journey. Data connectivity, he is convinced, enables governments to drive relevant, personalised interactions and is becoming increasingly important in the realm of innovation. “It adds value to citizens.”
Governments should put the interoperability of services to make sure that the data and citizens relate to the digital journey. Essentially, interoperability is the fundamental capability of various computerised goods or systems to connect and exchange data with one another without hindrance in either implementation or access.
Shashank reiterated that equity and accessibility considerations for a digital journey are vital to success as were empowering policies and trust in the government.
“A key component of the developing global economy, which is increasingly dependent on connectivity, data use, and new technologies, is digital trust,” says Shashank. “Technology needs to be secure and used responsibly to be trusted.”
Mohit underscored the importance of a skillset in the digital journey. Relevant expertise will assist businesses and services in generating leads, increasing demand and attracting traffic. “With the appropriate strategy and execution, the right skill set will help people in all roles understand how their contributions can more effectively drive success.”
Moreover, he recognises the importance of cloud technology. The cloud allows organisations to scale and adapt at a rapid pace, accelerating innovation, driving business agility, streamlining operations and lowering costs.
Finally, in this ever-evolving landscape and VUCA environment, partnerships are essential and inevitable. Through the right alliances, every organisation will be able to reap the benefits of digital transformation.
“Because digital partnership enables them to modernise legacy processes, accelerate efficient workflows, bolster security, and increase profitability,” Mohit concludes.
The Ministry of Information and Communications (MIC) has announced that more than 50 digital platforms have been created to accelerate digital transformation in the government, the economy, and society. Platforms in the field of digital governance include cloud computing, local government service platforms, security operation centres, information systems to handle administrative procedures, virtual assistants, digital maps, and new-generation online meeting platforms.
According to a press release, digital platforms are seen as a breakthrough solution for speeding up digital transformation. In February, the MIC announced a programme to promote the use of national digital platforms. Under the programme, the Ministry released the first-ever list of 35 national platforms.
The digital socio-economic development strategy approved in March named 54 digital platforms, including 35 that were prioritised this year. In October, MIC put into operation the National Digital Transformation Portal. On this portal, state agencies can find information on digital government, which introduces open technology, platforms for digital government development, and models and articles about digital government.
On the National Digital Transformation Portal, citizens can access information on the digital society page, which has platforms to serve people’s daily needs as well as instructions on how to use digital products and services. The Ministry will periodically update and publish the list of national digital platforms on the National Digital Transformation Portal, the press release said.
Furthermore, information for businesses can be found on the SMEdx page, which introduces platforms for small and medium-sized businesses and models for the digital transformation of SMEs. By September, the SMEdx programme had about 490,923 small and medium-sized businesses accessing and experiencing the digital tools of the programme. In the first six months of 2022 alone, more than 318,000 small and medium-sized enterprises participated in the SMEdx digital transformation programme, an increase of 760% compared to 2021. In September 2022, the whole country had 62,047 enterprises officially using SMEdx platforms, an increase of more than 20 times compared to that of March 2022 with 3,000 enterprises.
Vietnamese’s use of domestic digital platforms recorded a year-on-year rise of 23.5% in August this year, with 494 million users. According to data from MIC, Vietnamese citizens spent more than 934 million hours on local platforms, making up 13.77% of the total time they spent on all digital platforms.
On average, smartphone users spent 9.93 hours on Vietnamese digital platforms in August, up 11.44% from July and 4.67% from January this year. Five local platforms reported more than 10 million users monthly. Digital platform users on mobile devices have been on the rise as the number of new app downloads hit about 312 million, surging 19% compared to that in July. With this momentum, Vietnam is projected to maintain 7th place in the number of new app downloads globally.
Nearly 80% of the population in Vietnam are digital consumers. About 58% of digital consumers in the country use digital banking solutions, e-wallets, and online money transfer applications, as OpenGov Asia reported earlier.
The Ministry of Electronics and Information Technology (MietY) is deliberating on various aspects of digital personal data and its protection and has formulated a draft bill titled ‘The Digital Personal Data Protection Bill 2022’. The Ministry has invited feedback from the public on the draft Bill. The submissions will not be disclosed and held in a fiduciary capacity, to enable people submitting feedback to provide the same freely. The government has said no public disclosure of the submissions will be made.
According to a press release, the purpose of the draft Bill is to provide for the processing of digital personal data in a manner that recognises both the right of individuals to protect their personal data and the need to process personal data for lawful purposes and matters connected therewith or incidental thereto. The draft Bill employs plain and simple language to facilitate ease of understanding and is available on the Ministry’s website along with an explanatory note that provides a brief overview of its provisions.
There are presently over 760 million active Internet users and over the next coming years, this is expected to touch 1.2 billion. There is an increasing need to regulate content and data collection on the Internet.
The Digital Personal Data Protection Bill frames out the rights and duties of the citizen (Digital Nagrik) on one hand and the obligations to use collected data lawfully of the Data Fiduciary on the other. The bill is based on seven principles around the Data Economy.
The first principle is that usage of personal data by organisations must be done in a manner that is lawful, fair, and transparent. The second principle of purpose limitation is that the personal data is used for the purposes for which it was collected.
The third principle of data minimisation is that only those items of personal data required for attaining a specific purpose must be collected. The fourth principle of the accuracy of personal data is that a reasonable effort must be made to ensure that the personal data of the individual is accurate and kept up to date. The fifth principle of storage limitation is that personal data is not stored perpetually by default. The storage should be limited to such duration as is necessary for the stated purpose for which personal data was collected.
The sixth principle is that reasonable safeguards are taken to ensure that there is no unauthorised collection or processing of personal data. This is intended to prevent a personal data breach. The seventh principle is that the person who decides the purpose and means of the processing of personal data should be accountable for such processing.
The Bill will establish a comprehensive legal framework governing digital personal data protection in the country. The Bill provides for the processing of digital personal data in a manner that recognises the right of individuals to protect their personal data, societal rights, and the need to process personal data for lawful purposes.
To enhance digital-based governance, the government is getting ready to construct four National Data Centers (PDN). Hence, the implementation of data-driven policies is encouraged using digital government ideas and initiatives.
According to Semuel Abrijani Pangerapan, Director General of Informatics Applications at the Ministry of Communication and Informatics, PDN is a strategic move by the government to advance effectiveness, efficiency, the sovereignty of state data, and the consolidation of national data within the One Data Indonesia framework.
He said during the “Groundbreaking Ceremony for the Development of the National Data Centre (Strengthening of E-Government), in Cikarang, West Java, “The PDN is one of the instructions of the President of the Republic of Indonesia in order to expedite digital transformation within government agencies.
The National Data Centre is expected to result in smart and contemporary governance because the installed technology in the PDN ecosystem comprises cloud computing, big data analytics and artificial intelligence, blockchain, and the metaverse.
Director General Semuel noted that the groundbreaking represented the introduction of the Bekasi Regency PDN development project to the central government, local government, the private sector, and the community.
The establishment of PDN is also one of the primary factors boosting Indonesia’s digital innovation. Especially in the context of effectiveness, efficiency, consolidation of national data, security, and sovereignty of state information, as well as encouraging the implementation of One Data Indonesia.
The Ministry has designed four PDN development locations, including the Deltamas Industrial Estate (Jabodetabek) region, the Nongsa Digital Park (Batam) area, the new National Capital City (IKN) in East Kalimantan, and Labuan Bajo, East Nusa Tenggara.
The Ministry indicated that the initial PDN was constructed in Cikarang, West Java, namely in the Deltamas Industrial Estate region, around forty kilometres from Jakarta. The second PDN will be constructed in the Nongsa neighbourhood of Batam City, Province of the Riau Archipelago. A fibre optic network capable of connecting the area and its environs to western Indonesia already exists at this site.
The decision to locate a data centre in Batam is based on the comprehensiveness of the supporting infrastructure, which includes fibre optic infrastructure, electricity supply, water, and direct paths to the global internet backbone. IKN and Labuan Bajo, East Nusa Tenggara are slated to house the second PDN development location.
Meanwhile, Usman Kansong, Director General of Information and Public Communication at the Ministry of Communication and Informatics declared that the government intends to use metaverse technology to promote virtual tourism at the Borobudur Temple.
To safeguard the tourist attraction, Director General Usman claims that the discussion on the use of this metaverse technology began concurrently with the implementation of a ban or restriction on general visitors’ access to the Borobudur Temple edifice. According to the Ministry, using this technology allows tourists who visit the Borobudur Temple can still climb this ancient structure without being there with the help of the metaverse.
Led by the Minister of Communication and Informatics Johnny G. Plate, the Ministry is optimistic that the implementation of this cutting-edge technology will be realised. The government would also offer help and training for waste management as well as for distributing local handicrafts in the vicinity of the temple and growing tourist settlements. This tourist system has the potential to offset the pandemic’s significant economic impact on the travel and tourism industry.