Malaysia is well on its way to becoming a more connected and advanced nation. Government agencies all across the board are working to make Digital Malaysia, a reality. Several groups in government are spearheading great digital transformation initiatives.
Take the Public Service Department of Malaysia (JPA) for example. JPA operates human resources for public sector representatives. Their services assist public servants in their everyday work tasks and responsibilities
OpenGov caught up with Mrs. Azlina Azman, Head of NBOS UnitSenior Deputy Director for Research, Planning, and Policy, Public Service Department of Malaysia (JPA), to discuss her many roles, how she is working towards consolidating government services, and what we can expect from her in the future.
Mrs. Azman is quite busy in her day-to-day routine as she juggles the task of wearing many hats. In addition to her JPA designation, she is ICT Special Officer for KPPA and Unit Head for National Promotions Strategies Initiative. Mrs. Azman serves as a beacon of ICT advisement in these several capacities. Her immense experience with integrating technology into public sector operations is cherished by many.
Consolidation of Government Services for Better Efficiency
The focus of the public sector has changed towards improving the quality of service delivery in accordance with the aspiration of becoming a developed nation by 2020. Right now, JPA is looking to meet this goal by promoting their national initiative, One Serve.
One Serve aims to consolidate government services into a one-stop shop. Rather than having citizens running from department to department, they would be able to get their passport, national identification, and more from a single service counter.
There are over 730 agencies throughout the Malaysian Government. 24 agencies have signed on to the One Serve initiative, thus far. Those who have signed on include the Ministries of Finance, Human Resources, Health, Transport, and others. Of those agencies signed on, each has incorporated One Serve into their operations with varying levels of maturity. So far, they have consolidated the services for all of JPA.
This initiative was driven by the push from the top of government to bring more efficient processes to surface. However, as Mrs. Azman tells us, these consolidated services had to be delivered to front line staff in such a way, to emphasise it was not just about them but the rest of the public.
“Our tag line for One Serve is: with passion we serve, let’s make a difference,” Mrs. Azman stated, “With this, we hope to invoke passion in the hearts of our front line staff.”
With the Transport, Immigration, and National Registry agencies on board for One Serve, up to 11 services can be provided at JPA counters.
Speaking on JPA’s journey towards consolidation, Mrs. Azman said, “The journey is long, tiring, and so taxing… but so fulfilling. You perceive the front line services as a sustainable mechanism, which needs to be addressed.”
JPA is looking to bring on many other agencies to further consolidate government services. This is all in the efforts to the better the quality and efficiency of government services to the citizens. One Serve is an ambitious product. Yet, the result of more agencies coming on would be a more positive result for all involved.
Motivating public sector to take on Digital Transformation, together
During our discussion we touched on MAMPU’s My Identity system, as it reflects one unified process for public sector services. With the My Identity system, citizens solely provide their IC number to gain access to a number of government services.
JPA is trying to leverage this system to motivate agencies to recognise the benefits of coming together.
There are three incentives used by Mrs. Azman’s team to influence agencies to take on these projects. Those incentives being:
- Transparency: Offer clarity and openness about the challenges they are to overcome.
- Support: In taking on these projects, agencies may be concerned about integration, funding, and resources. JPA offers support to agencies as they make this journey towards a more unified system.
- Recognition: Acknowledging those agencies which have made effective impact on Malaysia through digital transformation. This boosts the morale of public sector representatives. JPA has several programs in place, such as the Initiative for the National Promotion Strategies, to recognise and show appreciation to agencies for their successes.
There is a great push from higher Malaysian government officials to further integrate ICT. Yet, many public sector representatives still need to be convinced of taking on this task earnestly.
Mrs. Azman describes to us the 3 criteria which drive the implementation of a project and the beauty of collaboration. “They must have high impact, rapid execution and low costs. The beauty of a national promotion strategies initiative is, if a project is led by JPA, we can call on other agencies to leverage whatever resources they have. This kind of collaboration is now happening in such a massive movement.”
In the end, the greatest motivation is understanding that these initiatives will create a greater impact on Malaysia. When these agencies come together, they are creating a stronger and more sustainable force to be reckoned with.
In 2016, Mrs. Azman is looking at the opportunities posed by big data analytics. This has been on her mind for a while since implementing One Serve. She is looking at how to grapple with big data analytics to produce better services.
Mrs. Azman is working to bring more agencies on to the One Serve initiative so as to continue her mission towards greater consolidation. Her concentration will also shift to the back end of these services. This will allow them to have all the departments operating end to end. This is essential to the improvement of service delivery throughout the whole of government
Gamification is another area of interest to Mrs. Azman. Gamification, or the process of using games so as to encourage participation, presents the prospect of increased application usage. Mrs. Azman hopes that with increased usage comes an increased understanding of government services and satisfaction.
JPA is working hard to further unify government agencies in order to consolidate services to the citizens. Big data analytics and gamification will open doors to intelligent decision making and interaction with citizens, in the near future.
In their efforts, JPA has proven to be one of the leaders in Malaysia’s journey towards digital transformation. It is expected that Mrs. Azman and her team will continue to work hard to make this dream a reality.
A group of talented young engineers and researchers from the Asia Pacific University of Technology & Innovation (APU) has achieved international recognition for their groundbreaking innovation, RescueAI: Smart City Disaster Management System with AI and Aerial Robotics. They won a Gold Medal at the 12th World Invention Creativity Olympic (WICO) 2023.
The Turkish Inventors Association (TÜMMİAD) bestowed the Gold Medal Award upon RescueAI, further affirmed by recognition from the Toronto International Society of Innovation & Advanced Skills (TISIAS). WICO 2023, held in Seoul, South Korea, was organised by the Korea University Invention Association (KUIA) and sponsored by the National Assembly of the Republic of Korea.
RescueAI is the culmination of efforts by a team of experts and students from APU’s School of Engineering (SoE) and the Center for Research and Development of IoT (CREDIT). This project was led by Dipl-Ing. Ir. Narendran Ramasenderan, Mr. Krishna Ravinchandra, Ng Joo Kiat, Cajun Tai Ka Joon, Ang Jia Ze, and Cheng Yi Heng. Their prototype stands as a beacon of progress in the realm of disaster management.
The system’s core capabilities lie in its use of artificial intelligence (AI) and aerial robotics to gather real-time environmental data, encompassing critical factors like weather conditions, structural damage, and the precise location of individuals and assets. This data forms the foundation for the creation of a digital twin of the disaster-stricken area, enabling the simulation of diverse scenarios and the formulation of optimal response strategies.
The team is engaged in the commercialisation of RescueAI, and their aim is to make the system accessible to governments and enterprises worldwide, underscoring the global impact of their innovation.
While RescueAI is at the forefront of its achievements, APU is also making its mark in other arenas. Ng Joo Kiat, Chang Kah Boon, and Cheng Yi Heng, representing APU’s Team Delta, participated in the DB-SNUbiz Global Startup Challenge 2023. This competition featured RescueAI as a project addressing the challenges posed by climate change-induced extreme weather events such as heatwaves and floods.
In a significant departure from conventional 2D dashboards, Team Delta conceptualised a 3D Digital Twin model, offering a more intuitive representation of flood and fire disasters. This innovative model facilitates precise flood simulations, anticipating the spread and impact of floods on various locations with accuracy.
Drones equipped with sensors and pre-trained YOLOv8 models play a pivotal role in recording real-time data, which continuously updates the Digital Twin model to ensure data accuracy. Furthermore, the team is in the process of developing a mobile app designed for reporting flood and fire incidents. This app boasts AI detection and alarm functions, streamlining the reporting process and expediting emergency responses.
The achievements of the Asia Pacific University of Technology & Innovation (APU) team with RescueAI closely align with the Malaysian government’s larger goals. Malaysia aims to enhance disaster resilience and management, and the innovative Disaster Management System exemplifies this commitment.
Furthermore, by garnering global recognition and showcasing Malaysia’s technological prowess, RescueAI contributes to the government’s agenda of promoting innovation and technology as drivers of economic growth. The project’s success underscores Malaysia’s capacity for innovation, augments economic opportunities in AI and robotics, and positions the nation as a player on the global innovation stage, aligning with the government’s overarching development objectives.
OpenGov Asia reported earlier that a robotics company that provides intelligent unmanned delivery solutions for global enterprises recently forged a strategic partnership with the Asia Pacific University of Technology & Innovation (APU). This collaboration is poised to be a significant driver of academic, technological, and industry-sharing initiatives, with the ultimate aim of reshaping the field of robotics and automation.
The partnership was formally solidified through the robotics company’s Malaysian representative and distributor. The representative holds the exclusive distribution rights for service robots in Malaysia, and it also supplies a range of health and wellness products locally and internationally. The Memorandum of Understanding (MoU) was signed at APU’s state-of-the-art campus situated in the vibrant city of Kuala Lumpur.
A prominent player in the oats industry, tracing its origins back to its establishment in 1965, inaugurated a new cutting-edge oat processing plant in Malaysia. This company has consistently evolved and embraced innovation, establishing itself as a major contributor to the global export of oat products.
The recent success of this enterprise can be largely attributed to its strategic investments in cutting-edge technologies. The newly unveiled plant will have an expansive floor area and specialise in the production of a diverse range of oat products, including oat flakes, kilned dried hulled oats, oat bran, and oat flour.
Malaysian government officials and industry experts have lauded the expansion, recognising its positive impact on the local economy and its alignment with broader industrial development plans. The company’s emphasis on technology and production capacity not only benefits its supply chain but also enhances its position in the global market, particularly within the Halal food sector. Additionally, the increased capacity aligns seamlessly with national food security goals, contributing to the accessibility and affordability of food, especially healthy products.
The Deputy Managing Director of the company has emphasised their commitment to expanding their product offerings and capacity to meet market demands. With an impressive 58 years of experience in oat milling, they remain dedicated to innovation and sustainability.
The newly inaugurated oat processing plant uses state-of-the-art automation and advanced technology to ensure impeccable control over the entire oat milling process, guaranteeing consistency and quality in every product it delivers to the market.
This commitment to quality and innovation has been duly recognised by certifications from global food authorities, including FSSC 22000, ISO 22000, and HACCP, as well as Halal and non-GMO certifications. These certifications not only underscore the company’s dedication to delivering safe and high-quality products but also highlight its embrace of modern technology in food processing, ensuring that every product meets stringent global standards.
The plan is to explore ways to enhance its sales and marketing efforts. Leveraging data-driven strategies and digital platforms, the company aims to reach a wider audience and cater to the evolving preferences of consumers, particularly the younger generation.
Leveraging the new cutting-edge facility, the company is expected to extend its reach into the rapidly growing plant-based beverage and meat industries. Additionally, it will be unveiling a Captain Innovation Hub, scheduled for completion by 2028. This hub aligns seamlessly with the pursuit of healthier lifestyles, aiming to introduce a range of innovative oat products to the younger generation, all of which will be underpinned by advanced technology.
This move aligns with key initiatives of the Malaysian government. The advanced automation mirrors the government’s push for technology-intensive industries over labour-intensive ones, while its commitment to Halal certification bolsters Malaysia’s reputation as a provider of high-quality Halal products.
Furthermore, the company’s increased milling capacity and production of nutritious oat products support national food security objectives, and its global success contributes to Malaysia’s trade goals. The forthcoming Captain Innovation Hub underscores its dedication to innovation and sustainability, paralleling the government’s encouragement of forward-looking industries, ultimately showcasing how private sector enterprises can advance Malaysia’s economic and strategic aspirations.
OpenGov Asia has also reported that MIDA has signed a Collaborative Agreement with a global leader in intelligent sensing and emitting technology. A key component of this plan was the establishment of an advanced 8-inch microLED manufacturing facility in Kulim, Malaysia.
This facility, characterised by its state-of-the-art automation and technology, is a groundbreaking development in the global microLED industry. Construction of this pioneering facility commenced in 2022, and it is well on its way to completion.
A leading U.S.-based global player in the realm of advanced technology and innovation is embarking on a significant expansion venture into Malaysia. The CEO of the enterprise unveiled an ambitious strategy during a meeting with Malaysia’s Minister of Investment, Trade, and Industry in New York City, aiming to invest a substantial sum exceeding RM2 billion over the span of seven years.
The construction of a cutting-edge manufacturing facility is already underway, which will serve a dual purpose as a global research and development hub, focusing on pioneering technology platforms. By the year 2024, this organisation foresees a pivotal role in augmenting production capacity and accommodating the ever-evolving demands of its expansive worldwide clientele.
The Minister offered a warm reception to the global expansion, accentuating the organisation’s initial investment commitment of RM500 million. This commitment dovetails seamlessly with Malaysia’s New Industrial Master Plan 2030, underlining the importance of nurturing an investment-friendly environment and swiftly assimilating technology into the manufacturing sector.
It solidifies Malaysia’s stature as a global epicentre for technology and innovation, fostering collaboration between the organization and local industry stakeholders, all while promising a surge in quality employment opportunities for Malaysians.
The CEO of the Malaysian Investment Development Authority conveyed his excitement regarding this significant commitment, recognizing its potential to catalyse mutually beneficial partnerships with domestic industry players, particularly in high-value, high-growth sectors. The organization’s long-term presence in Malaysia is poised to make a substantial contribution to the nation’s economic growth and development, with MIDA pledging unwavering support.
The President and CEO of the company expressed a sense of pride in expanding its global footprint and elevating its operations in Malaysia through the establishment of a cutting-edge manufacturing facility in Johor Bahru. This facility is slated to become the linchpin for catering to global customers across diverse sectors and holds the promise of swift market entry. The suite of incentives offered by various government entities, spanning federal, state, and local levels, coupled with robust infrastructure support, make this expansion a judicious and strategic investment.
OpenGov Asia recently reported that the substantial investments pouring into Malaysia during the first half of 2023, totalling RM132.6 billion (US$28.4 billion) and expected to generate over 51,853 job opportunities, are a clear testament to the nation’s attractiveness to global investors. These investments align perfectly with Malaysia’s vision of becoming a prominent hub for technology, innovation, and economic growth.
The Minister of Investment, Trade, and Industry (MITI) expressed his satisfaction with Malaysia’s performance, emphasising the nation’s consistent efforts to attract high-quality investments and drive economic growth. Importantly, Malaysia managed to secure an impressive 60.3% of its annual investment target within the first half of the year, reflecting its ability to execute on its investment plans effectively.
A significant portion of these investments, 52.2%, came from Domestic Direct Investment (DDI), totalling RM69.3 billion (US$14.8 billion). DDI’s remarkable growth, a 58.2% increase compared to the previous year, was driven by investments in services and the primary sector, notably real estate. This surge in domestic investment showcases the confidence of Malaysian businesses in the nation’s economic prospects.
Foreign Direct Investment (FDI) also played a pivotal role, contributing 47.8% of total approved investments, equivalent to RM63.3 billion (US$13.6 billion). Notably, Singapore emerged as the leading source of FDI with RM13.7 billion (US$2.9 billion), followed closely by countries such as Japan, the Netherlands, China, and the British Virgin Islands. This international investment inflow underscores Malaysia’s global appeal and its ability to attract funds from diverse sources.
Malaysia’s ability to attract significant investments, coupled with its supportive policies, strategic positioning, role as a supply chain hub, and growing innovation capabilities, reflects the nation’s commitment to becoming a global technology and innovation hub while fostering economic growth and job creation.
The world’s first integrated cyber defence, cyber security, and emerging technology event, CYDES 2023, took place at the Malaysia International Trade and Exhibition Centre (MITEC) in Kuala Lumpur, Malaysia, highlighting the importance of addressing cyber-threat challenges and fostering collaboration within the ASEAN region.
Cybersecurity leaders across Asia concur that collaboration and breaking down silos among organisations and sectors are essential for success in tackling the complex and ever-evolving challenges of cybersecurity, ensuring the preservation of digital infrastructure.
David Koh, Commissioner of Cybersecurity and Chief Executive of the Cyber Security Agency (CSA) of Singapore, emphasised the importance of collaboration among different agencies to effectively address cybersecurity challenges, “Cyber is a team sport. We can’t do this by ourselves.”
For example, the Cyber Security Agency of Singapore works closely with the Ministry of Home Affairs, the Ministry of Defence, and the Ministry of Communications and Information to share critical information and coordinate responses to cyber threats.
However, to effectively combat cyber threats, government agencies require the cooperation and active involvement of businesses, academia, and civil society as valuable partners in the collective effort to strengthen cybersecurity measures.
According to David, in the rapidly evolving cyberspace landscape, private companies possess valuable intelligence, operational capabilities, and technical know-how that complement government efforts, making partnering with the private sector essential for robust cybersecurity measures.
This collaborative approach fosters a comprehensive and unified response, leveraging diverse expertise and resources to safeguard digital infrastructures and protect against evolving cyber threats.
“Governments must therefore collaborate with the private sector to enhance their cybersecurity posture,” David believes. “Public-Private Partnerships (PPPs) play a crucial role in fostering information sharing, promoting collaborative research and development, and driving innovation in cybersecurity, enabling governments and private companies to jointly address the ever-growing challenges of the digital era.”
The successful partnership between the Singaporean government and a private technology corporation during the response to the SolarWinds attack exemplifies how PPPs can leverage private sector expertise to obtain critical technical information and develop actionable indicators of compromise, enhancing the collective cybersecurity defence capabilities.
This is merely one instance in which PPPs can assist the public sector in enhancing its cybersecurity posture. Governments and companies can make the digital world safer for everyone by working together and safeguarding individuals, businesses and critical infrastructures in the digital frontier.
David highlighted the importance of adopting a new perspective, urging governments to share information with private businesses and embrace innovative ideas. This shift is challenging yet essential for effective cybersecurity in the digital world. By adjusting their approach and collaborating with private companies, governments can contribute to a safer digital environment for all.
Indeed, Public-Private Partnerships (PPPs) play a crucial role in cybersecurity, as they bridge the gap between the public and private sectors. By sharing information, expertise, and resources, these partnerships enhance the collective ability to detect, prevent, and respond to cyber threats effectively.
Moreover, PPPs facilitate the development of new technologies and innovative solutions, fostering a collaborative environment for tackling evolving cybersecurity challenges. Ultimately, such collaborations improve the coordination of cybersecurity efforts, leading to a more robust and secure global digital landscape and the world (digital and physical) a safer place for everyone.
Shamsul Bahri Hj Kamis, Interim Commissioner of Cyber Security Brunei (CSB), highlighted the need to examine current systems to harmonise cybersecurity in ASEAN. In 2017, ASEAN member states developed the ASEAN Cybersecurity Cooperation Strategy, outlining directions, objectives, and action plans to strengthen cybersecurity in the region.
The policy aims to tackle communication challenges arising from the multitude of sectoral groups within ASEAN working on cybersecurity. This is particularly challenging due to ASEAN’s consensus-based decision-making process, which can sometimes hinder progress.
However, various measures to address cybersecurity in ASEAN are already underway. The ASEAN Computer Emergency Response Team (CERT), which coordinates the response to cybersecurity incidents, and the ASEAN Cybersecurity Capacity Programme, which provides training and assistance to ASEAN member states in developing their cybersecurity capabilities, are two examples.
“To move forward, ASEAN must devise a strategy for more effectively sharing information and collaborating on addressing the most severe cyber threats,” Shamsul elaborates. “This will necessitate tight collaboration among governments, corporations and civil society.”
Shamsul believes that collaboration within ASEAN can create a secure and resilient digital environment for people and businesses. He stressed the need for shared awareness of the region’s risks and challenges, as well as a clear division of responsibilities among the various sectoral bodies.
Strengthening information sharing within ASEAN and with other nations, along with a focus on capacity building in member states, is essential as cybersecurity should be embraced as a shared responsibility by all stakeholders.
“By resolving these issues, ASEAN can make substantial strides towards regional cybersecurity harmonisation,” Shamsul is convinced.
Shariffah Rashidah Syed Othman, Acting Chief Executive of the National Cyber Security Agency of Malaysia (NACSA), agrees that cybersecurity is increasingly becoming a critical concern for governments and businesses globally, particularly in the ASEAN region, where the rapidly growing digital economy necessitates strong cybersecurity measures.
According to Shariffah, the cross-border nature of cyber threats is one of ASEAN’s greatest cybersecurity challenges. Cybercriminals can simply target victims in one country while operating from another. As a result, governments find it difficult to confront cyber threats on their own.
“By combining the resources and experience of governments and businesses, public-private partnerships can assist in addressing this challenge. Governments can provide regulatory and financial support, while businesses can share knowledge about cyber dangers and best practices,” Shariffah says.
Partnerships between the public and private sectors play a vital role in addressing the barrier of a lack of understanding of cyber risks in the ASEAN region. By collaborating, they can raise awareness of internet threats, educate businesses, and individuals on cybersecurity best practices, and collectively work towards creating a safer digital environment for all.
“ASEAN leaders must recognise that cybersecurity is a shared responsibility. Governments, businesses, and individuals must all work together to secure the region from cyber dangers,” Shariffah stressed.
The comprehensive strategy for enhancing cybersecurity in the region must encompass strengthened government cooperation, information sharing on cyber dangers, increased cyber risk awareness, improved critical infrastructure security, and robust protection of personal data. By addressing these crucial aspects collectively, ASEAN can build a more resilient and secure digital ecosystem for its residents and businesses.
Shariffah outlines several key advantages of public-private partnerships in cybersecurity, such as bridging the divide between technical and non-technical skills, fostering trust and collaboration between governments and enterprises, and facilitating the effective implementation of cybersecurity measures.
By leveraging these partnerships, ASEAN can enhance its cybersecurity capabilities, as governments and companies work together to create a safer and more secure digital environment for everyone in the region.
Shariffah advocates practising “cyber hygiene,” urging individuals to be vigilant about online risks and take proactive measures to protect themselves. This includes using strong passwords, regularly updating software, and exercising caution when sharing personal information on the internet. By promoting cyber hygiene, individuals can play an active role in safeguarding their digital security and contributing to a safer online environment for all.
She also stressed the importance of empathy in cybersecurity, highlighting the need to understand diverse perspectives and communicate in a language that is accessible to all. Recognising the different viewpoints held by individuals is crucial in addressing cybersecurity challenges effectively and fostering a collaborative and inclusive approach to cybersecurity initiatives.
“Cybersecurity is more than just a technical problem – it is a societal issue. Thus everyone needs to be included in the discussion. We can all live in a safer digital environment if we all work together,” Shariffah is convinced.
Indeed, understanding that cybersecurity is not solely a tech challenge but also a community one underscores the importance of involving all stakeholders. By acknowledging the broader societal implications of cybersecurity, public-private partnerships can effectively address challenges and implement comprehensive solutions that safeguard everyone in the digital landscape.
Cybersecurity for SMEs: A Workable Model
David Koh, Commissioner of Cybersecurity and Chief Executive of the Cyber Security Agency (CSA), knows the universal importance of cybersecurity for all organisations but understands there are challenges faced by small and medium-sized firms (SMEs). Due to limited resources and experience, SMEs may find it more difficult to implement effective cybersecurity measures.
The Cyber Security Agency (CSA) in Singapore has created a variety of programmes to assist SMEs in strengthening their cybersecurity posture. The Cyber Essentials mark, which offers a set of fundamental cybersecurity measures that all firms should follow, is one of these initiatives.
The Cyber Essentials mark four important areas including:
- Asset management: Includes cybersecurity awareness for its employees, and classifying and identifying each asset in your company, including its hardware, software, and data.
- Secure and Protect: This entails limiting who has access to and what they can do with the resources of your company.
- Update, backup, and Respond.
“SMEs can begin by adopting Cyber Essentials as a foundational step to strengthen their cybersecurity posture,” David advises. “However, these are just initial restrictions, and SMEs may need to implement additional measures based on their specific requirements and threats.”
If SMEs want to strengthen their cybersecurity posture, they should start with the Cyber Essentials,” David says. It’s crucial to keep in mind that these are merely fundamental, basic restrictions. Depending on their particular requirements and dangers, SMEs may need to implement additional steps, adding that CSA would be happy to share its framework with regional partners like Malaysia and Brunei.
Alongside the Cyber Essentials mark, the Cyber Security Agency (CSA) offers a range of tools to support SMEs in enhancing their cybersecurity. These resources encompass a cybersecurity training programme tailored for SMEs, a dedicated cybersecurity helpline, and a list of certified cybersecurity consultants who can guide SMEs in implementing the Cyber Essentials effectively.
By leveraging the CSA tools, SMEs can significantly bolster their cybersecurity defences and safeguard their businesses against online threats, ensuring the security and protection of their valuable assets and sensitive information.
In addition to CSA’s initiatives, SMEs can bolster their cybersecurity posture through various measures, including ensuring regular software updates, which often include vital security patches to safeguard against known vulnerabilities. Individuals can enhance their cybersecurity by using strong passwords and password management software, while organisations can educate their staff about cybersecurity threats.
Moreover, having a well-defined response plan for cyber incidents is essential for effective cybersecurity management.
“By adopting these measures, SMEs can protect themselves from cyber threats and maintain the security of their businesses,” David concluded.
Shamsul spoke about the Cyber Consortium, a regional programme established in 2021, aimed at bolstering the cybersecurity posture of Southeast Asian SMEs. Comprising academic institutions, IT partners, cybersecurity experts, companies, students, and government regulatory agencies, this collaboration focuses on enhancing cybersecurity resilience in the region.
The Cyber Consortium offers a comprehensive array of services to SMEs, including cybersecurity assessments, training and education, technical support for implementing security measures, and networking opportunities with other SMEs and cybersecurity experts, all aimed at strengthening their cybersecurity defences.
“It is a useful tool for SMEs trying to strengthen their cybersecurity posture. SMEs can get the assistance they need to safeguard their companies against cyber dangers by joining the consortium,” Shamsul believes.
Shariffa acknowledges the dynamic nature of the cybersecurity landscape, with evolving technologies and adaptable cyber threats posing challenges for enterprises and individuals to stay updated with the latest security measures.
“Malaysia’s government has made several efforts to assist businesses in improving their cybersecurity posture,” she reveals. “Funding a programme to assess SMEs’ cybersecurity; collaborating with the local sector to deliver managed security services to SMEs; and collaborating with telcos to impose basic cybersecurity hygiene on their services are all part of this.”
While the mentioned actions are valuable, there are further steps that businesses and individuals can take to bolster their protection against cyber threats. Staying vigilant and informed about the latest cybersecurity risks is crucial, involving keeping abreast of security news, reading security blogs, and participating in security conferences to stay well-prepared.
Adopting a layered security strategy is essential for businesses, involving the implementation of multiple security measures such as firewalls, antivirus software, and intrusion detection systems to provide comprehensive protection.
For individuals, safeguarding against cyber dangers includes using strong and unique passwords, being cautious while sharing personal information online, and remaining vigilant about potential phishing scams to ensure greater online safety.
Education plays a crucial role in strengthening cybersecurity. Businesses should invest in training their staff to recognise and respond to cybersecurity threats effectively. Additionally, having a well-defined incident response plan ensures a swift and organised reaction to cyber incidents, minimising potential damage.
Regularly testing security systems and conducting vulnerability assessments are essential practices to identify and address potential weaknesses in the network. Keeping software up to date with the latest patches and security updates is a fundamental measure to protect against known vulnerabilities and potential exploits.
“The cybersecurity landscape is continuously evolving, but by taking precautions, organisations and individuals may help keep themselves safe from cyber threats,” Shariffa ends. “Combining various efforts can significantly enhance the cybersecurity posture for both businesses and individuals.”
Trust Building in ASEAN Cybersecurity
David believes that focusing on shared goals is a powerful strategy to build trust and foster collaboration among diverse parties in the realm of cybersecurity. Establishing common objectives, such as protecting critical infrastructure from cyber threats, enables everyone involved to unite their efforts towards a collective purpose, leading to more effective and coordinated cybersecurity measures.
“By aligning interests and recognising mutual benefits, stakeholders can work together in harmony to strengthen cybersecurity and safeguard digital environments,” he says.
Sharing information is indeed a crucial approach to building trust and enhancing cybersecurity efforts among different organisations. While it may be challenging to exchange sensitive data, the benefits of sharing outweigh the risks. Timely and accurate information sharing enables organisations to recognise and respond to cyber threats more swiftly and effectively.
“Cybersecurity is a complex challenge, but we can conquer it if we all work together,” David says. “Organisations can construct a more secure and robust digital infrastructure by breaking down silos across organisations and industries and sharing information.”
David stressed the importance of teamwork in cybersecurity, akin to an international team sport requiring countries to cooperate and work together. Global collaboration with partners worldwide was highlighted, as well as, investing in education and training to raise awareness of cybersecurity risks, and developing new technologies to enhance defence against cyber threats.
“We can make the digital world a safer place for everyone if we all work together,” David is confident.
Shamsul appreciates the necessity of trust for effective cybersecurity collaboration, noting that countries lacking trust are less likely to exchange information or cooperate in responding to cyber threats.
Several initiatives are currently underway in ASEAN to strengthen trust and collaboration among member states. Some of these efforts include:
- The ASEAN Cybersecurity Capacity Building Centres in Thailand and Singapore
- The ASEAN Partners Search Information Sharing (APSIS) initiative
- The ASEAN Cybersecurity Cooperation Strategy, which calls for the establishment of an ASEAN Computer Emergency Response Team (CERT)
“These activities are assisting in the development of trust among ASEAN member states as well as the improvement of the region’s cybersecurity posture,” Shamsul explains. “However, more work remains to be done.”
Establishing a shared understanding of cybersecurity threats and risks presents a key challenge for effective collaboration among ASEAN member states. Different countries may have varying levels of awareness and perception of cyber dangers, making it crucial to bridge the knowledge gap and foster common ground for tackling cybersecurity issues.
Furthermore, ensuring the safe and secure sharing of information is paramount to building trust and promoting collaboration in cybersecurity efforts. Governments and organisations need robust and reliable mechanisms to exchange critical data and threat intelligence without compromising sensitive information or exposing vulnerabilities.
Despite the challenges faced in establishing shared understanding and secure information sharing, the progress made in enhancing cybersecurity collaboration among ASEAN member nations is encouraging. By continuing to work together and build trust, these countries have the potential to create a more secure and resilient digital future for the region.
Shamsul underscored the importance of a “tangible platform” for knowledge sharing, highlighting its role in fostering trust among ASEAN member states and ensuring the secure and confidential exchange of information. Having a reliable and accessible platform can serve as a foundation for effective collaboration, enabling countries to share valuable insights, best practices, and threat intelligence in real-time.
The National Trust Framework serves as a valuable resource for ASEAN countries seeking to enhance their cybersecurity posture, offering a comprehensive set of recommendations to safeguard critical infrastructure, personal data, and sensitive information.
By exploring this framework, ASEAN countries can save time and costs while building a strong cybersecurity architecture, avoiding the need to reinvent the wheel as the framework provides a solid foundation for their efforts.
“ASEAN countries, I believe, may collaborate to localise and harmonise the National Trust Framework,” said Shamsul. “It would enhance the regional cybersecurity architecture and would improve effectiveness and readiness of ASEAN countries against cyber threats.”
According to Shariffa, building effective human firewalls requires confidence in the commitment of individuals and organisations to cybersecurity, which involves open and willing information sharing about security procedures, ultimately fostering trust and creating a safer and more robust digital ecosystem for countries.
ASEAN countries are dedicated to enhancing regional cybersecurity through collaboration, acknowledging their diverse capacities and competencies. They are working on a flexible framework to facilitate cooperation at individual countries’ respective paces.
As a result, ASEAN cybersecurity mechanisms were established to:
- be a valuable resource for ASEAN countries. It will provide them with access to information and expertise that they may not have otherwise had.
- help to improve coordination between ASEAN countries. This will make it easier for them to share information and respond to cyber threats.
- assist in raising awareness of cybersecurity risks in the region to protect individuals and businesses from cyber-attacks.
Shariffa emphasised that the implementation of the mechanism will involve designating a unit within each ASEAN country. This agency will be responsible for collaborating with other ASEAN nations, sharing information on cyber threats and incidents, and providing technical support to other countries.
The creation of this mechanism represents a significant advancement in ASEAN’s efforts to improve cybersecurity. ASEAN countries can better protect themselves from cyber-attacks and build a more secure digital environment for all by working together.
“The creation of the ASEAN cybersecurity mechanism is a great step forward. It demonstrates the region’s dedication to enhancing cybersecurity,” Shariffa ends.
ASEAN’s Commitment to Improve Cybersecurity
David explained that ASEAN’s ministers have approved a plan to establish a regional Computer Emergency Response Team (CERT) for the region. The ASEAN CERT will serve as a platform for knowledge sharing and skill-building within the region, complementing the existing national CERTs and working collaboratively to enhance cybersecurity across ASEAN.
The ASEAN CERT will strengthen sharing information about cyber threats and incidents; coordinating CERT capacity building programmes in the region; coming up with and supporting best practices for cybersecurity; and educating people about cybersecurity risks and making them more aware of them.
“The ASEAN CERT is a move in the right direction for the region’s attempts to improve cybersecurity,” said David. “By working together, ASEAN countries can protect themselves better from online threats and make the internet safer for everyone.”
The ASEAN CERT will be a valuable resource for member countries, providing access to knowledge and information that may not have been readily available before. By fostering better collaboration and information sharing among the nations, the ASEAN CERT will enhance their collective ability to address cyber threats effectively and strengthen their cybersecurity posture as a united front.
By providing valuable insights into hacking risks, ASEAN CERT will empower individuals and businesses to better protect themselves from cyber-attacks, contributing to a safer digital environment for all. This initiative showcases the region’s commitment to improving cybersecurity and fostering a collective effort to address cyber threats effectively.
Shamsul shares that the ASEAN CERT will collaborate with both foreign and regional groups to advance ASEAN’s cybersecurity objectives and interests. Currently, there is no official platform for CERTs to communicate with one another, making it vital for ASEAN CERTs to foster collaboration, share knowledge, and exchange best practices.
“This collective effort will strengthen the region’s ability to address cyber threats effectively and establish a more secure digital landscape for all ASEAN member states,” he is confident.
The ASEAN CERT will establish partnerships with businesses and higher education institutions, appreciating the valuable information and expertise they possess to enhance cybersecurity. Collaborating with these sectors ensures access to the latest knowledge and skills, enabling ASEAN CERTs to effectively address emerging cyber threats and trends.
By fostering these alliances, the ASEAN CERT can stay at the forefront of cybersecurity advancements, making the region more resilient and better equipped to safeguard its digital landscape.
Shamsul concurs that the establishment of the ASEAN CERT marks a significant advancement in ASEAN’s efforts to enhance cybersecurity. Through collaboration with international and regional organisations, as well as industry and education sectors, the ASEAN CERT can play a crucial role in creating a safer digital environment for everyone in the region.
By fostering partnerships and sharing knowledge, the ASEAN CERT aims to bolster cybersecurity measures, effectively respond to cyber threats, and promote a more secure digital landscape in the ASEAN community.
Shariffa reiterated support for ASEAN initiatives like ASEAN CERT, highlighting that the Malaysian government is actively engaged in strengthening cybersecurity measures. They are currently working on a new Cybersecurity Bill aimed at granting the National Cyber Security Agency (NACSA) enhanced authority to safeguard the nation’s critical infrastructure from cyberattacks.
The proposed Cybersecurity Bill in Malaysia seeks to enforce robust security measures for critical national information infrastructure (CNII) owners and operators. By mandating appropriate security measures, the bill has the potential to significantly enhance Malaysia’s cybersecurity posture, bolstering the nation’s resilience against cyber threats and safeguarding its vital information assets.
Shariffa explains that the proposed Cybersecurity Bill aims to grant NACSA expanded investigative and response capabilities, while also imposing a requirement for CNII owners and operators to implement robust security measures.
This comprehensive approach would significantly bolster the protection of Malaysia’s critical infrastructure from cyberattacks, thereby reducing the risk of cyber espionage and enhancing the nation’s overall cybersecurity resilience.
Shariffa sees the proposed Cybersecurity Bill as a positive and transformative step that has the potential to make Malaysia a more secure nation in the digital age.
“With its comprehensive measures to strengthen cybersecurity, the bill can significantly enhance Malaysia’s resilience against cyber threats and safeguard the nation’s critical infrastructure and digital ecosystem,” she believes.
The CYDES 2023 event showcased the determination of ASEAN nations to address cybersecurity challenges and advance in this critical domain. With a focus on cooperation, a wealth of cybersecurity expertise and initiatives like the ASEAN CERT, the region is taking substantial steps towards enhancing its cybersecurity posture.
By continuing to invest in cybersecurity measures, fostering collaboration among member states, and leveraging their unique assets, ASEAN countries are well-positioned to create a safer and more secure digital environment for their residents and businesses in the ever-evolving digital age. Together, they can forge a path towards a more resilient and protected ASEAN region in the face of emerging cyber threats.
In the first half of 2023, Malaysia attracted investments totalling RM132.6 billion (US$28.4 billion) across various sectors, setting a confident tone for its economic growth. These investments are projected to create approximately 51,853 job opportunities, a testament to Malaysia’s appeal to investors worldwide.
Malaysia’s investment climate is boosted by several factors:
- Pro-Business Policies: The Malaysian government is dedicated to fostering pro-business policies and continually improving the ease of doing business in the country.
- Strategic Location: Situated in Asia, Malaysia boasts robust growth potential, making it an attractive location for investors.
- Hub for Ecosystem and Supply Chain: Malaysia serves as a trusted hub for supply chains, capital, talent, goods, and data.
- Innovation Capabilities: The nation’s innovation capabilities are on the rise, further enhancing its attractiveness to investors.
The Minister of Investment, Trade, and Industry (MITI) expressed his satisfaction with the performance, noting that Malaysia secured 60.3% of its annual investment target in the first half of the year. He emphasised the nation’s consistent efforts to attract quality investments and drive economic growth.
A substantial portion of these investments, 52.2%, came from Domestic Direct Investment (DDI), amounting to RM69.3 billion (US$14.8 billion), marking an impressive 58.2% increase compared to the previous year. DDI’s growth was driven by investments in services and the primary sector, particularly real estate.
Foreign Direct Investment (FDI) played a significant role, contributing 47.8% of total approved investments, equivalent to RM63.3 billion (US$13.6 billion). Singapore emerged as the leading source of FDI with RM13.7 billion (US$2.9 billion), followed by countries like Japan, the Netherlands, China, and the British Virgin Islands.
Five Malaysian states recorded substantial approved investments: Kuala Lumpur (RM31.7 billion), Selangor (RM29.7 billion), Kedah (RM14.6 billion), Johor (RM14.2 billion), and Sabah (RM9.0 billion). Together, these states accounted for an impressive 74.9% of total approved investments.
The services sector led the way with RM82.4 billion (US$17.6 billion) in approved investments, making up 62.1% of the total. Investments in this sector are expected to generate 24,747 new jobs. Several factors contributed to the surge in the services sector, including Malaysia’s diversification efforts beyond manufacturing, the growth of the digital economy, and increased demand for logistics, healthcare, and education services.
Of the total approved investments in services, RM54.5 billion (US$11.6 billion) came from DDI, while RM27.9 billion (US$6.0 billion) came from FDI. The real estate sub-sector attracted the most investment, followed by information and communications, distributive trade, financial services, and utilities.
The CEO of the Malaysian Investment Development Authority (MIDA) highlighted Malaysia’s stability, reliability, and neutrality as key factors in capturing diverse investments. He emphasised the growing opportunities in the digital economy, particularly in fintech, cloud services, cybersecurity, and gaming.
Green technology also saw a significant uptick, with RM1.3 billion (USD268.0 million) in approved investments, reflecting a 21.9% year-on-year growth. These investments span renewable energy, energy conservation, waste management, green buildings, and services, aligning with Malaysia’s National Energy Transition Roadmap (NETR).
The manufacturing sector attracted RM44.9 billion (USD9.6 billion) in approved investments in the first half of 2023, accounting for 33.9% of total investments. Notably, this represents a 2.5% increase from the same period in the previous year. These investments are spread across 421 projects, expected to create around 26,759 jobs.
Of the total investments, RM33.9 billion (USD7.3 billion) came from FDI, with RM11.0 billion (USD2.3 billion) from domestic investments. The electrical and electronic industry (E&E) played a significant role, contributing RM10.9 billion to these projects, aligning with the projected 2024 demand recovery in the semiconductor industry.
The primary sector secured RM5.3 billion (USD1.2 billion) in approved investments, making up 4.0% of the total. This sector, comprising 42 projects, is set to create 347 new jobs, particularly in mining, agriculture, and commodities. The primary sector experienced a remarkable 22.5% surge in investments, driven by both domestic and foreign sources, with notable growth in the mining subsector.
Looking ahead, Malaysia has a robust pipeline of investments, with proposed projects totalling RM89.9 billion (USD19.8 billion). A sizeable portion of these projects, 812 out of 860, falls within the services sector, driven by Malaysia’s thriving digital economy and innovation ecosystem. Malaysia’s competitiveness is also evident, ranking 27th in the 2023 IMD World Competitiveness Ranking and securing the second spot within ASEAN, showcasing its enduring appeal for businesses and investors.
Malaysia’s sustained efforts in attracting diverse investments, fostering innovation, and embracing green technology are driving its economic growth, positioning the nation as an attractive destination for investors from around the world.
In an exclusive interview with OpenGov Asia, John Mackenney, Practise Director of Digital Strategy for APAC, Adobe shares insights from his deep experience into the changing landscape of public sector services and citizens’ satisfaction.
An expert in government initiatives and digital transformation, John delved into the shifts observed since the COVID-19 pandemic and explored the evolving government frameworks in Southeast Asia. He highlighted the recalibration of priorities and the emphasis on efficiency in the public sector, underscoring the need for a deeper understanding of the economic impact of digitalisation.
Reflecting on the impact of COVID-19 on government initiatives, John believes that the pandemic served as a major catalyst for change, driving rapid digital transformation across various sectors. He acknowledged the significance of the pandemic in shaping government agendas but also noted a notable shift in focus. There was a change in priorities, with a growing emphasis on achieving efficiency within the public sector.
John draws attention to the initial surge of government investments and rapid deployments witnessed during the peak of the pandemic. However, as the immediate crisis began to subside, governments globally began to reassess their strategies and budgets. This shift led to a recalibration of projects and a re-evaluation of the value proposition of digital initiatives in the public sector.
In reviewing the journey thus far, there is a clear inward focus that has emerged in the post-COVID era. Governments are now actively seeking ways to optimise operations within the public sector. While the return to physical offices may not be universal, flexible working arrangements have gained prominence. This flexibility aligns with the broader objective of improving efficiency within government bodies.
The observable trend of transformation programmes in the public sector is the slowing down from their initial pace. This deceleration can be attributed to various factors, including budget constraints and the need for a more comprehensive understanding of the value that digitalisation can bring.
One of the critical points is the evolving value proposition of digital government frameworks. While the initial messaging focused on time savings for citizens and efficient processes, there is a growing need to delve deeper into the economic impact of these initiatives.
“The absence of a comprehensive understanding of the economic drivers and benefits of digitisation can hinder investment and hinder potential progress,” John says.
To illustrate this, he uses the example of inclusion and reaching marginalised populations. While governments acknowledge the importance of inclusion, they may not fully comprehend the significance of quantifying the economic cost of exclusion. By calculating the economic implications of not including certain segments of society, governments can better comprehend the potential gains from digitalisation efforts.
“The move towards digitalisation in government services is not just about convenience; it’s about recognising and mitigating the hidden economic costs of inefficiency,” John reiterates.
He contrasted the situations in Australia and New Zealand, where lifestyle changes had motivated shifts in government approaches, with those in Southeast Asia where a return to pre-pandemic norms has prompted renewed waiting lines and bottlenecks.
He stresses the importance of data in driving change and underscores the necessity of accurate numbers to justify the allocation of resources towards digital initiatives, “In addition to the essential elements of government digitalisation, there’s a crucial aspect that cannot be overlooked – measurability.”
Without a comprehensive understanding of the benefits of digitalisation, governments risk reverting to older, less efficient models of operation. By measuring and quantifying the economic gains and losses associated with digital initiatives, governments can make informed decisions and continue progressing toward efficient and inclusive public services.
When considering the significant economic consequences of ineffective public services for citizens and the overall economy, it becomes evident that the seemingly minor tasks of waiting on hold and queuing up for government services have concealed costs that go beyond mere inconvenience.
Experts often underestimate the impact of traditional service channels like call centres and in-person visits on citizens’ time and productivity. John reinforces this viewpoint by presenting a scenario where a seemingly quick task could spiral into hours wasted. Waiting on hold, followed by explaining the issue to a community service agent and potentially dealing with more tasks afterwards, compounds the inefficiency.
In such instances, it’s crucial to assess the real economic toll of ineffective service delivery. While the immediate time spent waiting and completing tasks is significant, John highlights that the broader consequences are even more significant.
For example, someone who must physically visit a government office not only invests time in the task itself but also bears indirect expenses tied to commuting, waiting in lines, and potentially taking time off from work.
The economic impact extends beyond individual encounters, particularly in areas with traffic congestion or remote locations. In such cases, the effects are magnified, with some individuals experiencing a two or threefold increase in time-related costs. Consequently, this leads to delayed access to crucial services, impeding economic efficiency, and restraining individuals from fully contributing to society.
John notes a distressing reality: the most impacted by these inefficiencies are the vulnerable members of society – the very individuals government initiatives are meant to assist. This irony showcases the urgency of addressing this issue. The repercussions include diminished motivation, delayed access to healthcare, and reduced economic productivity for those who need support the most.
Shifting the focus to the government’s role, it becomes crucial to grasp the significant obstacles people encounter when transitioning to digital service delivery. John emphasises that the lack of comprehension and quantification of the economic toll acts as a barrier to meaningful progress. Without gauging the full scope of impacts, governments inadvertently invest resources in tackling the wrong challenges or inefficiently distributing funds.
Governments must comprehend the entirety of the cost-to-serve framework. This involves measuring the economic losses stemming from inefficient services and recognising that these losses are often disproportionately higher for marginalised groups. Equipped with this insight, governments can tailor their digital initiatives to effectively address the most pressing concerns, ultimately alleviating the burden on citizens and the economy.
Navigating the intricate landscape of digital government initiatives, John lays out fundamental criteria that delineate the success of such endeavours. These criteria shed light on the factors contributing to the formidable challenge of enhancing citizens’ satisfaction through streamlined digital services.
According to John, the bedrock of successful digital government initiatives is a citizen-centric approach. This entails crafting services around the specific tasks citizens aim to complete, rather than aligning with the government’s internal procedures. This approach prioritises user needs, enhancing the overall service experience.
Notably, he underscores the significance of mobile responsiveness. In today’s digital era, where mobile access is pervasive, services must seamlessly operate on mobile devices. This adaptability ensures accessibility to a broader audience.
Moreover, the swiftness and efficiency of platforms are paramount. Regardless of geographical location or network capabilities, services should deliver optimal speed and performance, enabling users to engage without hindrance.
Recognising the multicultural fabric of societies, John underscores the pivotal role of accessibility and readability. This is particularly crucial in diverse environments, where information must be understandable to varied audiences. These attributes collectively contribute to the triumphant execution of digital government initiatives.
John offers insights into impactful digital government initiatives that have set new standards for enhancing citizen satisfaction:
- Enhanced My Gov Programme (Australia): This initiative transformed from a distributed ecosystem into a consolidated platform offering essential life event information. Citizens can access transactions, navigate government services, and manage tasks seamlessly from their mobile devices. The transition was driven by aggregation, citizen-centric design, and a mobile-first approach.
- Services NSW (New South Wales, Australia): The success of Services NSW stems from the integration of digital and offline experiences. The initiative not only provides digital tools but also promotes digital literacy among citizens. Personalisation plays a significant role, ensuring tailored services and information for different user groups, ultimately enhancing the user experience.
- Government of Canada: With 42 government departments consolidated into one platform, Canada’s initiative simplifies citizens’ access to a wide range of government information and services. This centralised approach aids citizens in navigating major life events, while the platform’s capabilities contribute to improved user experiences.
John believes, “Effective measurement encompasses several key factors. Firstly, it involves assessing the Net Promoter Score (NPS) and regularly soliciting feedback from users to gauge the effectiveness of digital content and services.”
However, going beyond feedback, governments should conduct comprehensive testing. This includes evaluating the website’s loading speed and ensuring optimal performance even in diverse network conditions. Also, it entails testing the findability of content through search engines, enhancing user accessibility.
John acknowledges the challenges governments face in transitioning to efficient digital services. He highlighted the persistence of siloed operations within government departments and the need for comprehensive alignment around citizen needs. Additionally, he pointed out the importance of retraining the public sector to equip them with the digital skills needed to effectively serve citizens in the digital age.
John also spoke about the complex realm of data security, privacy, and establishing trust in the context of digital government services, sharing the pivotal role that data security and privacy play in building trust and ensuring citizen satisfaction within government services.
“Trust is the cornerstone and hinges on governments delivering on their commitments. It’s about doing what you say you’re going to do,” John believes. “To cultivate trust, governments must adhere to their promises, thus reinforcing their credibility.”
Transparency, he emphasised, plays a crucial role in building trust. By providing citizens with a clear understanding of the data collected and how it’s used, governments can instil confidence in their digital initiatives.
Transparency, in turn, is intrinsically linked to control. Citizens should have a level of control over the data they share and how it’s utilised. This extends to advanced uses of artificial intelligence (AI), where governments may leverage data to provide personalised recommendations. By granting citizens the ability to influence their data usage, governments can build a framework that respects individual preferences and fosters trust.
Navigating trust, data security, and privacy becomes more intricate in areas like healthcare and unemployment management. John highlighted the necessity of safeguarding sensitive information related to health and employment status. Governments must ensure that citizens’ health data is secure and that unemployment information is handled with the utmost discretion.
John is convinced of the role of digital identity in building trust. A comprehensive digital identity framework not only provides secure access but also enables citizens to manage their preferences. The ability to personalise data usage adds an extra layer of trust by giving citizens a stake in their digital experiences.
Implementing digital transformation within government often encounters significant resistance to change, driven by various factors including concerns over data security and privacy, unfamiliarity with new processes, and a general reluctance to embrace change. John explored the challenges posed by resistance to change and the strategies that can effectively address them.
Resistance to change is a formidable challenge, stemming from inherent human aversion to change. He lays bare the multifaceted nature of the issue, including data privacy and security concerns that may hinder the implementation of personalised experiences. The balancing act between delivering personalised services and maintaining data security becomes a delicate process, often accompanied by fears of data breaches and compromised privacy.
John further highlighted the importance of considering dynamic consent and transparency. Citizens’ preferences and willingness to share data may fluctuate over time, necessitating an adaptable approach to data usage. Governments must ensure that citizens have the tools to modify their data-sharing preferences and remain informed about the evolving landscape of data privacy and usage.
Addressing resistance to change requires a comprehensive digital identity framework that facilitates secure access, personalised experiences, and granular control over data sharing. John underscored the significance of a connected ecosystem, where data from various government departments can be seamlessly integrated to support citizen journeys. Such an ecosystem not only aids in providing better services but also ensures compliance with evolving privacy and governance regulations.
When it comes to spearheading digital transformation to enhance citizen satisfaction, John offered actionable advice rooted in practicality. He recommended that government leaders focus on specific pain points and journeys that citizens encounter. Rather than attempting to overhaul the entire system in one go, tackling challenges one at a time is a more manageable and effective approach.
Technology, such as Adobe’s solutions, plays a pivotal role in simplifying the transformation process. By addressing the technology challenges for one journey or life event, governments can subsequently apply the same solutions to multiple scenarios. The efficiency gained from this approach eliminates the need to recreate systems repeatedly and enables a scalable transformation process across multiple use cases.
The emergence of Generative AI and the rise of conversational AI models like ChatGPT have the potential to reshape how citizens interact with government content and services. While there are significant benefits to leveraging these technologies, there are also challenges that need to be addressed, particularly in the context of a distributed content ecosystem and language diversity. John shed light on these challenges and their implications in a conversation with OpenGov Asia.
Generative AI has the power to enhance citizen engagement and inclusion by providing personalised experiences and enabling natural language interactions. For example, citizens can ask questions using their own words and receive relevant information in return. This is particularly advantageous for reaching diverse groups of citizens, including those with lower literacy levels and varying language preferences.
However, the challenges arise from the decentralised nature of the content ecosystem. Government content is often distributed across various departments and agencies, resulting in fragmented and conflicting information. This poses a risk that users may receive incorrect or outdated information when interacting with AI models.
In the context of Southeast Asia, where multiple languages and dialects are prevalent, the challenges of language diversity are amplified. While English content might be well-optimised for search engines and AI models, content in local languages might not receive the same level of visibility due to lower SEO rankings. Additionally, content in local languages might not have been created with the same digital user experience in mind, leading to potential mismatches between user queries and available content.
Addressing these challenges requires collaboration among government agencies to create unified and authoritative content. Governments need to ensure that content is accurate, up-to-date, and accessible across multiple languages. This involves not only adapting existing content to be conversational but also creating content specifically designed for AI interactions.
Adobe’s role in this landscape is significant. With its technology solutions, Adobe can help governments manage and optimise their content for AI interactions. By creating content that is not only language-appropriate but also aligned with the needs of AI models, governments can enhance the accuracy and relevance of AI-generated responses.
Adobe’s capabilities in managing digital experiences, personalisation, and content optimisation can be leveraged to improve citizen engagement through AI-powered interactions.
Interestingly personalisation is a term that often stirs debate in government circles. However, when stripped down to its essence, it revolves around simplicity and efficiency.
Unlike other platforms, like media and entertainment, where the goal is to keep users engaged for longer periods, a successful government experience is one where citizens can swiftly access what they need and then move on with their lives.
“In essence, personalisation in government is about giving citizens back valuable time in their day, allowing them to focus on their families, jobs, and contributing to the economy,” John points out.
Looking ahead to the next two to three years, John shared his insights on the trends and innovations that are likely to have a substantial impact on citizens’ satisfaction and government service delivery:
- Integration of AI into Everyday Tools: The integration of AI and Generative AI capabilities into everyday tools and technologies will change the way people interact with information. This will go beyond specialised AI platforms and become a part of common tools like search engines and productivity suites. This shift will drive governments to rethink their communication strategies and adapt to new interfaces for delivering information and services.
- Transformation of Government Communication: The transformation in how people access and consume information will lead to a reevaluation of government communication strategies. As the way citizens interact with content evolves, governments will need to reconsider the sprawling landscape of government websites and find new ways to communicate effectively with citizens. This transformation could result in a more streamlined and targeted approach to content delivery.
- Personalised Government Services: The continued push towards personalised government service delivery will remain a prominent trend. AI technologies will enable governments to tailor information and services to individual citizens’ needs, improving user experiences and satisfaction. This trend will likely contribute to more efficient and effective government interactions.
- Increased Connectivity and Collaboration: The evolving digital landscape will drive governments to become more connected and collaborative. As citizens become accustomed to seamless interactions in their daily lives, governments will need to work across departments to offer integrated and holistic services. This may involve breaking down silos and creating a unified approach to serving citizens.
- Shift Toward Accessibility and Inclusion: The increased use of AI and conversational AI models presents an opportunity for governments to enhance accessibility and inclusion. By offering information and services in multiple languages and accommodating diverse user needs, governments can ensure that their services are available to all citizens.
- Ethical Considerations and Bias Mitigation: As AI becomes more integrated into government processes, addressing ethical considerations and mitigating bias will become crucial. Governments and technology providers will need to work together to ensure that AI-generated information is accurate, unbiased, and culturally sensitive, particularly in diverse regions like Asia.
In the short term, the world is likely to witness significant shifts in how citizens interact with government information and services. The integration of AI, particularly Generative AI, into everyday tools will redefine the user experience and prompt governments to reevaluate their communication strategies.
Personalised services, increased connectivity, and a focus on accessibility and inclusion will all contribute to a more efficient and citizen-centric government service delivery. However, as these technologies advance, ethical considerations and bias mitigation will play a pivotal role in ensuring the accuracy, fairness, and cultural sensitivity of AI-generated content and responses.
In the fast-evolving landscape of digital transformation and the emergence of artificial intelligence (AI), governments around the world are faced with a critical juncture. The integration of advanced technologies, particularly AI-driven solutions like Generative AI (Gen AI), presents opportunities to enhance citizen services and satisfaction, but also raises complex challenges that demand careful consideration.
As governments seek to leverage AI and Gen AI to meet the evolving needs of citizens, a pivotal moment is emerging. The potential benefits are significant: improved service delivery, personalised interactions, and streamlined processes that boost citizens’ satisfaction. However, a challenging paradox has emerged. The very tools designed to enhance citizen experiences are met with resistance and apprehension in some government circles.
One of the most pressing challenges governments face is the varying speeds of adoption. While Generative AI offers a promising avenue for better service delivery, some government entities have hesitated to fully embrace the technology. In certain cases, there are instances of outright bans or restrictions on its use. Paradoxically, within these same government bodies, public servants are engaging with Gen AI tools in their personal lives, underscoring the disconnect between policy and practice.
The diverse cultural and linguistic landscape in different regions poses another layer of complexity. Language nuances and cultural sensitivities must be taken into account when designing AI systems. Failure to do so can lead to inaccurate or inappropriate information dissemination. In a world where AI-generated responses become the norm, these cultural nuances become all the more critical, particularly in Asian regions with vast cultural diversity.
In the quest for digital innovation, governments must walk a fine line between embracing new technologies and ensuring that inclusivity is not compromised. Rushing to adopt complex platforms without considering the digital literacy of citizens can lead to the exclusion of certain age groups, notably those less tech-savvy or familiar with navigating digital interfaces.
While the term “digital literacy” is often used to emphasise upskilling citizens, it is essential to avoid creating overly complex systems and necessitate assistance from younger generations. Striving for inclusivity means ensuring that advancements benefit all citizens, regardless of age or digital proficiency.
The urgency to adapt and adopt Gen AI and other transformative technologies requires governments to reevaluate their strategies. A balance must be struck between fostering innovation and catering to the diverse needs of the population. Collaborative efforts between governments, technology providers like Adobe, and citizens are necessary to ensure that digital transformation is carried out with the citizen experience and satisfaction at its core.
In the Asian region, which boasts intricate cultural and linguistic diversity, a distinct challenge emerges in the era of Gen AI. Here, leapfrogging, not playing catch-up should be the strategy, John says. Rather than emulating strategies employed by technologically advanced nations, an opportunity exists to skip certain stages and tailor strategies to align with regional contexts.
This is particularly pertinent for nations with nascent digital infrastructure, enabling them to embrace advanced Gen AI capabilities more expeditiously.
As governments prioritise efficiency and optimisation in the public sector, understanding the economic impact of digitalisation is crucial. Accurate measurement of benefits ensures meaningful results from investments, driving positive change in citizens’ satisfaction and societal progress. Inefficient public services carry hidden costs that range from lost productivity to delayed access to vital services, underscoring the need for quantitative assessment.
Beyond a doubt, government initiatives play a vital role in enhancing citizen experiences through efficient digital services. However, addressing these challenges will enable governments to assist vulnerable populations while fostering productivity and efficiency.
A roadmap for success would encompass citizen-centricity, mobile responsiveness, accessibility, and the integration of digital and offline experiences. By studying these successful initiatives and addressing challenges head-on, governments can create a digital landscape that truly serves and satisfies their citizens.
Overcoming resistance to change is a critical step in realising successful digital transformation within government services. By acknowledging concerns, embracing dynamic consent, and leveraging technology to simplify the process, government leaders can navigate the path toward enhanced citizen satisfaction, personalised experiences, and an ecosystem that prioritises data security and privacy.
Dalam wawancara eksklusif dengan OpenGov Asia, John Mackenney, seorang ahli dalam inisiatif pemerintah dan transformasi digital, memberikan pemahamannya terkait perubahan lanskap layanan sektor publik dan kepuasan masyarakat.
John menggambarkan perubahan yang telah diamati sejak pandemi COVID-19 dan mengeksplorasi kerangka kerja yang sedang berkembang di Asia Tenggara dalam konteks inisiatif pemerintah. Dia menyoroti pentingnya menyusun kembali prioritas dan menekankan efisiensi di sektor publik. Dia juga mencatat bahwa pemahaman yang lebih mendalam tentang dampak ekonomi dari digitalisasi semakin diperlukan.
John menganggap dampak COVID-19 menjadi titik puncak yang menjadi inisiatif pemerintah sebagai pendorong utama perubahan, yaitu mendorong transformasi digital secara cepat di berbagai sektor. Dia mengakui pentingnya pandemi ini dalam membentuk agenda pemerintah, tetapi juga mencatat pergeseran fokus yang signifikan. Terjadi perubahan dalam prioritas, dengan penekanan yang semakin besar pada pencapaian efisiensi di sektor publik.
John menyoroti lonjakan awal investasi pemerintah dan cepatnya implementasi yang terjadi selama puncak pandemi. Namun, seiring dengan berkurangnya krisis segera, pemerintah di seluruh dunia mulai mengevaluasi kembali strategi dan anggaran mereka. Perubahan ini menyebabkan penyesuaian proyek dan penilaian ulang proposisi nilai dari inisiatif digital di sektor publik.
“Pemerintah harus lebih memahami konsekuensi ekonomi dari eksklusi dan berinvestasi sesuai dengan pemahaman tersebut, karena ketiadaan pemahaman semacam itu dapat menghambat kemajuan,” jelas John.
Dalam meninjau perjalanan selama ini, terlihat bahwa fokus ke dalam yang jelas telah muncul pada era pasca-COVID-19. Pemerintah kini aktif mencari cara untuk mengoptimalkan operasi di sektor publik. Meskipun kembali ke kantor fisik mungkin tidak universal, pengaturan kerja fleksibel semakin mendapatkan perhatian. Fleksibilitas ini sejalan dengan tujuan yang lebih luas untuk meningkatkan efisiensi di dalam lembaga pemerintah.
Tren yang teramati dalam program transformasi di sektor publik adalah perlambatan dari kecepatan awal. Perlambatan ini dapat disebabkan oleh berbagai faktor, termasuk kendala anggaran dan kebutuhan untuk pemahaman yang lebih komprehensif tentang nilai yang dapat dibawa oleh digitalisasi.
Salah satu poin kritis adalah proposisi nilai yang berkembang dari kerangka kerja pemerintah digital. Sementara pesan awal berfokus pada penghematan waktu bagi masyarakat dan proses yang efisien, ada kebutuhan yang semakin mendesak untuk memahami lebih dalam dampak ekonomi dari inisiatif-inisiatif ini. Ketidakpahaman yang komprehensif tentang pendorong dan manfaat ekonomi dari digitalisasi dapat menghambat investasi dan menghambat kemajuan potensial.
Untuk mengilustrasikan ini, John menggunakan contoh inklusi dan mencapai populasi yang terpinggirkan. Sementara pemerintah mengakui pentingnya inklusi, dia menekankan pentingnya menguantifikasi biaya ekonomi dari eksklusi. Dengan menghitung implikasi ekonomi dari tidak menyertakan segmen masyarakat tertentu, pemerintah dapat lebih baik memahami potensi keuntungan dari upaya-upaya digitalisasi.
John menekankan pentingnya pengukuran dalam mendorong perubahan. Dia menyoroti kebutuhan akan pengukuran yang akurat untuk membenarkan alokasi sumber daya ke inisiatif-inisiatif digital. Dia membandingkan situasi di Australia dan Selandia Baru, di mana perubahan gaya hidup telah mendorong pergeseran dalam pendekatan pemerintah, dengan situasi di Asia Tenggara, di mana kembali ke norma pra-pandemi telah memicu peningkatan antrian dan kemacetan.
Tanpa pemahaman menyeluruh tentang manfaat digitalisasi, pemerintah berisiko kembali ke model operasi yang lebih lama dan kurang efisien. Dengan mengukur dan menguantifikasi keuntungan dan kerugian ekonomi yang terkait dengan inisiatif digital, pemerintah dapat membuat keputusan yang berdasar dan terus maju menuju layanan publik yang efisien dan inklusif.
“Perjalanan menuju digitalisasi dalam layanan pemerintah tidak hanya berfokus pada kenyamanan. Namun, hal ini juga melibatkan pengakuan dan pengurangan biaya tersembunyi yang timbul dari ketidakefisienan,” ujar John.
Ketika mempertimbangkan dampak ekonomi yang signifikan dari layanan publik yang tidak efektif bagi masyarakat dan ekonomi secara keseluruhan, menjadi jelas bahwa tugas-tugas yang mungkin tampak sepele seperti menunggu telepon di garis dan mengantri untuk layanan pemerintah memiliki biaya tersembunyi yang melampaui sekadar ketidaknyamanan.
Para ahli sering kali meremehkan dampak saluran layanan tradisional seperti pusat panggilan dan kunjungan langsung terhadap waktu dan produktivitas masyarakat. John memperkuat pandangan ini dengan menghadirkan skenario di mana tugas yang tampaknya cepat bisa berubah menjadi waktu yang terbuang sia-sia. Menunggu di telepon, diikuti dengan menjelaskan masalah kepada agen layanan masyarakat dan kemungkinan menangani lebih banyak persyaratan setelahnya, semakin memperburuk ketidaknyamanan.
Dalam kasus-kasus seperti itu, penting untuk menilai biaya ekonomi nyata dari pengiriman layanan yang tidak efektif. Sementara waktu yang langsung dihabiskan untuk menunggu dan menyelesaikan tugas sudah terhitung besar, John menekankan bahwa konsekuensi lebih luas bahkan lebih signifikan.
Sebagai contoh, seseorang yang harus mengunjungi kantor pemerintah tidak hanya menginvestasikan waktu dalam tugas itu sendiri, tetapi juga menghadapi biaya tidak langsung yang terkait dengan perjalanan, menunggu dalam antrian, dan kemungkinan mengambil cuti dari pekerjaan.
Dampak ekonomi meluas di luar pengalaman individu, terutama di wilayah-wilayah dengan kemacetan lalu lintas atau lokasi terpencil. Dalam situasi seperti ini, efeknya menjadi lebih luas dengan beberapa individu mengalami peningkatan biaya terkait waktu dua atau tiga kali lipat. Dengan demikian, hal ini mengakibatkan penundaan dalam mengakses layanan penting, menghambat efisiensi ekonomi, dan mencegah individu untuk berkontribusi sepenuhnya pada masyarakat.
John mencatat situasi yang mengkhawatirkan: yang paling terdampak oleh ketidaknyamanan ini adalah anggota rentan masyarakat – individu yang sebenarnya diharapkan mendapatkan manfaat dari inisiatif pemerintah. Ironi ini menekankan urgensi dalam penanganan masalah ini. Dampaknya termasuk motivasi yang berkurang, penundaan dalam mengakses perawatan kesehatan, dan penurunan produktivitas ekonomi bagi mereka yang paling membutuhkan dukungan. Mengalihkan fokus pada peran pemerintah menjadi sangat penting untuk memahami hambatan signifikan yang dihadapi orang saat beralih ke pengiriman layanan digital. John menekankan bahwa kurangnya pemahaman dan pengukuran beban ekonomi berperan sebagai penghalang kemajuan yang berarti. Tanpa mengukur seluruh dampak, pemerintah tanpa disadari menginvestasikan sumber daya dalam mengatasi tantangan yang salah atau mendistribusikan dana dengan tidak efisien.
Pemerintah harus memahami keseluruhan kerangka biaya-pelayanan. Ini melibatkan pengukuran kerugian ekonomi yang berasal dari layanan yang tidak efisien dan menyadari bahwa kerugian tersebut sering kali jauh lebih tinggi secara tidak proporsional bagi kelompok-kelompok yang terpinggirkan. Dengan wawasan ini, pemerintah dapat menyesuaikan inisiatif digital mereka untuk lebih efektif dalam mengatasi masalah-masalah paling mendesak, akhirnya meringankan beban bagi masyarakat dan ekonomi.
Menavigasi lanskap rumit inisiatif pemerintah digital, John menguraikan kriteria mendasar yang menggambarkan keberhasilan upaya semacam itu. Kriteria-kriteria ini memberikan wawasan tentang faktor-faktor yang berkontribusi pada tantangan besar dalam meningkatkan kepuasan masyarakat melalui layanan digital yang efisien.
Menurut John, dasar keberhasilan inisiatif pemerintah digital adalah pendekatan yang berorientasi pada masyarakat. Hal ini melibatkan pembuatan layanan berdasarkan tugas-tugas khusus yang ingin diselesaikan oleh masyarakat negara, daripada sejalan dengan prosedur internal pemerintah. Pendekatan ini memberi prioritas pada kebutuhan pengguna, meningkatkan pengalaman layanan secara keseluruhan.
Dengan tegas, John menekankan pentingnya responsibilitas mobile. Di era digital saat ini, di mana akses melalui ponsel merajalela, layanan harus beroperasi dengan lancar di perangkat mobile. Kecakapan ini memastikan aksesibilitas ke audiens yang lebih luas.
Selain itu, kecepatan dan efisiensi platform sangat penting. Terlepas dari lokasi geografis atau kemampuan jaringan, layanan harus memberikan kecepatan dan kinerja optimal, sehingga memungkinkan pengguna berinteraksi tanpa hambatan.
Mengakui keragaman masyarakat, John menekankan peran kunci aksesibilitas dan kemudahan membaca. Hal ini sangat penting dalam lingkungan yang beragam, di mana informasi harus dimengerti oleh berbagai audiens. Ini adalah atribut-atribut yang secara bersama-sama berkontribusi pada pelaksanaan yang berhasil dari inisiatif pemerintah digital.
Mackenney memberikan wawasan tentang inisiatif pemerintah digital yang berdampak dan telah menetapkan standar baru dalam meningkatkan kepuasan masyarakat:
Enhanced My Gov Programme (Australia): Inisiatif ini bertransformasi dari ekosistem terdistribusi menjadi platform terpadu yang menawarkan informasi peristiwa kehidupan penting. Masyarakat dapat mengakses transaksi, menjelajahi layanan pemerintah, dan mengelola tugas dengan lancar dari perangkat mobile mereka. Transisi ini didorong oleh agregasi, desain yang berorientasi pada masyarakat, dan pendekatan berbasis mobile.
Services NSW (New South Wales, Australia): Keberhasilan Services NSW berasal dari integrasi pengalaman online dan offline. Inisiatif ini tidak hanya menyediakan alat digital tetapi juga mempromosikan literasi digital di antara masyarakat. Personalisasi memainkan peran penting, memastikan layanan dan informasi yang disesuaikan untuk berbagai kelompok pengguna, akhirnya meningkatkan pengalaman pengguna.
Pemerintah Kanada: Dengan 42 departemen pemerintah yang digabungkan ke dalam satu platform, inisiatif Kanada menyederhanakan akses masyarakat ke berbagai informasi dan layanan pemerintah. Pendekatan terpusat ini membantu masyarakat dalam menjalani peristiwa penting dalam hidup mereka, sementara kemampuan platform tersebut berkontribusi pada peningkatan pengalaman pengguna.
“Selain elemen-elemen penting dalam digitalisasi pemerintah, ada aspek penting yang tidak boleh diabaikan – pengukuran,” tegas John. Pengukuran efektif melibatkan beberapa faktor kunci. Pertama, melibatkan penilaian terhadap Net Promoter Score (NPS) dan secara rutin meminta umpan balik dari pengguna untuk mengukur efektivitas konten dan layanan digital.
Namun, lebih dari sekadar umpan balik, pemerintah harus melakukan pengujian komprehensif. Ini termasuk mengevaluasi kecepatan muat situs web, memastikan kinerja optimal bahkan dalam kondisi jaringan yang beragam. Selain itu, ini melibatkan pengujian dalam menemukan konten melalui mesin pencari, meningkatkan aksesibilitas pengguna.
John mengakui tantangan yang akan dihadapi pemerintah dalam beralih ke layanan digital yang efisien. Dia menyoroti persistensi operasi terpisah di dalam departemen pemerintah dan perlunya keselarasan komprehensif seputar kebutuhan masyarakat. Selain itu, dia menekankan pentingnya melatih ulang sektor publik untuk memberi keterampilan digital yang diperlukan untuk melayani masyarakat dengan efektif di era digital.
John menjelaskan bahwa personalisasi adalah sebuah istilah yang sering memicu perdebatan di lingkaran pemerintahan. Namun, ketika dikupas hingga ke intinya, personalisasi berkisar pada kesederhanaan dan efisiensi. Berbeda dengan platform lain, seperti media dan hiburan, di mana tujuannya adalah menjaga pengguna terlibat dalam jangka waktu lebih lama, pengalaman pemerintah yang berhasil adalah ketika masyarakat dapat dengan cepat mengakses apa yang mereka butuhkan dan kemudian melanjutkan kehidupan mereka.
“Pada intinya, personalisasi dalam pemerintahan adalah tentang memberikan waktu berharga kepada masyarakat dalam keseharian mereka, sehingga memungkinkan mereka fokus pada keluarga, pekerjaan, dan kontribusi terhadap ekonomi,” jelas John.
Melihat ke depan dua hingga tiga tahun mendatang, John membagikan pandangannya tentang tren dan inovasi yang kemungkinan besar akan memiliki dampak signifikan pada kepuasan masyarakat dan penyelenggaraan layanan pemerintah, di antaranya adalah:
Integrasi Kecerdasan Buatan ke Dalam Alat Sehari-hari: Integrasi kecerdasan buatan (AI) dan kemampuan Generative AI ke dalam alat-alat dan teknologi sehari-hari akan mengubah cara orang berinteraksi dengan informasi. Hal ini akan melampaui platform AI khusus dan menjadi bagian dari alat-alat umum seperti mesin pencari dan paket produktivitas. Perubahan ini akan mendorong pemerintah untuk memikirkan ulang strategi komunikasi mereka dan beradaptasi dengan antarmuka baru untuk penyampaian informasi dan layanan.
Transformasi Komunikasi Pemerintah: Transformasi dalam cara orang mengakses dan mengonsumsi informasi akan mengarah pada pengevaluasian kembali strategi komunikasi pemerintah. Saat cara masyarakat berinteraksi dengan konten berkembang, pemerintah akan perlu mempertimbangkan kembali lanskap luas situs web pemerintah dan menemukan cara baru untuk berkomunikasi secara efektif dengan masyarakat. Transformasi ini bisa menghasilkan pendekatan penyampaian konten yang lebih efisien dan terarah.
Layanan Pemerintah yang Dipersonalisasi: Dorongan terus-menerus menuju penyelenggaraan layanan pemerintah yang dipersonalisasi akan tetap menjadi tren yang dominan. Teknologi AI akan memungkinkan pemerintah untuk menyesuaikan informasi dan layanan sesuai dengan kebutuhan individu masyarakat, meningkatkan pengalaman dan kepuasan pengguna. Tren ini kemungkinan akan berkontribusi pada interaksi pemerintah yang lebih efisien dan efektif.
Peningkatan Konektivitas dan Kolaborasi: Lanskap digital yang terus berkembang akan mendorong pemerintah untuk menjadi lebih terhubung dan berkolaborasi. Saat masyarakat menjadi terbiasa dengan interaksi yang lancar dalam kehidupan sehari-hari mereka, pemerintah perlu bekerja melintasi departemen untuk menawarkan layanan terintegrasi dan holistik. Hal ini mungkin melibatkan penghapusan sekat-sekat dan menciptakan pendekatan bersatu dalam melayani masyarakat.
Pergeseran Menuju Aksesibilitas dan Inklusi: Penggunaan yang semakin meningkat dari AI dan model AI percakapan memberikan peluang bagi pemerintah untuk meningkatkan aksesibilitas dan inklusi. Dengan menawarkan informasi dan layanan dalam berbagai bahasa dan menampung beragam kebutuhan pengguna, pemerintah dapat memastikan bahwa layanan mereka tersedia untuk semua masyarakat.
Pertimbangan Etika dan Mitigasi Bias: Saat AI semakin terintegrasi ke dalam proses pemerintah, penanganan pertimbangan etika dan mitigasi bias akan menjadi sangat penting. Pemerintah dan penyedia teknologi perlu bekerja sama untuk memastikan bahwa informasi yang dihasilkan oleh AI akurat, tidak bias, dan sensitif secara budaya, terutama di daerah yang beragam seperti Asia.
Dua hingga tiga tahun mendatang kemungkinan akan menyaksikan pergeseran signifikan dalam cara masyarakat berinteraksi dengan informasi dan layanan pemerintah. Integrasi AI, khususnya Generative AI, ke dalam alat-alat sehari-hari akan mendefinisikan ulang pengalaman pengguna dan mendorong pemerintah untuk mengevaluasi kembali strategi komunikasi mereka.
Layanan yang dipersonalisasi, konektivitas yang meningkat, dan fokus pada aksesibilitas dan inklusi akan berkontribusi pada penyelenggaraan layanan pemerintah yang lebih efisien dan berpusat pada masyarakat. Namun, seiring dengan kemajuan teknologi ini, pertimbangan etika dan mitigasi bias akan memainkan peran penting dalam memastikan akurasi, keadilan, dan sensitivitas budaya dari konten dan respons yang dihasilkan oleh AI.
Dalam lanskap yang cepat berubah dari transformasi digital dan munculnya kecerdasan buatan (AI), pemerintah di seluruh dunia berada di persimpangan penting. Integrasi teknologi canggih, terutama solusi yang didorong oleh AI seperti Generative AI (Gen AI), menawarkan peluang untuk meningkatkan layanan dan kepuasan masyarakat, tetapi juga menimbulkan tantangan kompleks yang membutuhkan pertimbangan yang matang.
Saat pemerintah berusaha memanfaatkan AI dan Gen AI untuk memenuhi kebutuhan yang terus berubah dari masyarakat, sebuah momen krusial sedang muncul. Manfaat potensialnya besar: peningkatan penyelenggaraan layanan, interaksi yang disesuaikan, dan proses yang lebih efisien yang meningkatkan kepuasan masyarakat. Namun, muncul paradoks yang menantang. Alat-alat yang dirancang untuk meningkatkan pengalaman masyarakat dihadapkan pada resistensi dan kekhawatiran di lingkaran pemerintahan tertentu.
Salah satu tantangan paling mendesak yang dihadapi pemerintah adalah kecepatan berbeda dalam adopsi teknologi. Sementara Gen AI menawarkan jalan yang menjanjikan untuk penyelenggaraan layanan yang lebih baik, beberapa entitas pemerintah ragu untuk sepenuhnya merangkul teknologi ini. Dalam kasus tertentu, ada larangan atau pembatasan penggunaannya. Ironisnya, dalam badan pemerintah yang sama ini, pejabat publik aktif menggunakan alat-alat Gen AI dalam kehidupan pribadi mereka, menggarisbawahi ketidaksesuaian antara kebijakan dan implementasi praktis.
Lanskap budaya dan linguistik yang beragam di berbagai wilayah menambah lapisan kompleksitas. Nuansa bahasa dan sensitivitas budaya harus diperhitungkan saat merancang sistem AI. Mengabaikan aspek ini dapat mengakibatkan penyebaran informasi yang tidak akurat atau tidak pantas. Di dunia di mana respons yang dihasilkan oleh AI menjadi norma, nuansa budaya menjadi semakin penting, terutama di wilayah Asia yang memiliki keragaman budaya yang luas.
Dalam upaya untuk berinovasi secara digital, pemerintah harus menjaga keseimbangan yang halus antara merangkul teknologi baru dan memastikan bahwa inklusivitas tidak dikorbankan. Terburu-buru mengadopsi platform yang kompleks tanpa mempertimbangkan literasi digital masyarakat dapat mengakibatkan pengecualian dari beberapa kelompok usia, terutama mereka yang kurang berpengetahuan dalam teknologi atau tidak terbiasa dengan antarmuka digital.
Meskipun istilah “literasi digital” sering digunakan untuk menekankan perluasan keterampilan masyarakat, penting untuk menghindari penciptaan sistem yang terlalu rumit dan memerlukan bantuan dari generasi yang lebih muda. Inklusivitas yang sejati berarti memastikan bahwa kemajuan bermanfaat bagi semua masyarakat, tanpa memandang usia atau kemahiran digital.
Kepentingan untuk beradaptasi dan mengadopsi Gen AI dan teknologi transformatif lainnya mengharuskan pemerintah untuk mengevaluasi kembali strategi mereka. Sebuah keseimbangan harus dicapai antara memajukan inovasi dan memenuhi kebutuhan yang beragam dari penduduk. Upaya kolaboratif antara pemerintah, penyedia teknologi seperti Adobe, dan masyarakat sangat diperlukan untuk memastikan bahwa transformasi digital dilakukan dengan pengalaman dan kepuasan masyarakat sebagai prinsip panduan.
Di wilayah Asia, dengan keragaman budaya dan linguistiknya yang unik, menghadapi tantangan yang berbeda dalam era Gen AI. Sementara beberapa pemerintah mungkin tergoda untuk meniru strategi yang digunakan oleh negara-negara maju secara teknologi, ada kesempatan untuk melompati langkah-langkah tertentu dan menyesuaikan strategi dengan konteks yang relevan bagi mereka. Hal ini sangat relevan bagi negara-negara dengan infrastruktur digital yang masih baru, sehingga memungkinkan mereka untuk mengadopsi kemampuan Gen AI yang canggih dengan lebih cepat.
John memberikan wawasan tentang dinamika yang berubah dalam inisiatif pemerintah dan transformasi digital setelah pandemi COVID-19. Saat pemerintah beralih fokus ke efisiensi dan optimalisasi dalam sektor publik, pentingnya memahami dampak ekonomi dari digitalisasi menjadi sangat mendesak. Melalui pengukuran dan kuantifikasi yang akurat terhadap manfaatnya, pemerintah dapat memastikan bahwa investasi mereka menghasilkan hasil yang berarti, mendorong perubahan positif dalam kepuasan masyarakat dan kemajuan sosial secara keseluruhan.
Ada implikasi ekonomi yang mendalam dari layanan publik yang tidak efisien. Di luar ketidaknyamanan langsung, biaya tersembunyi dapat berkembang menjadi kehilangan produktivitas, akses yang tertunda ke layanan penting, dan produksi ekonomi yang berkurang. Ada kebutuhan mendesak bagi pemerintah untuk mengukur dampak-dampak ini secara kuantitatif dan merancang inisiatif digital mereka dengan pemahaman yang komprehensif tentang konsekuensi ekonomi. Dengan mengatasi tantangan-tantangan ini dengan tegas, pemerintah dapat memenuhi misi mereka untuk membantu tantangan yang paling rentan sambil mendorong masyarakat yang lebih produktif dan efisien.
Tidak diragukan lagi, inisiatif pemerintah memainkan peran penting dalam meningkatkan pengalaman masyarakat melalui layanan digital yang efisien. Suatu panduan keberhasilan yaitu mencakup layanan yang berpusat pada masyarakat, responsif terhadap perangkat mobile, aksesibilitas, serta integrasi pengalaman online dan offline. Dengan mempelajari inisiatif-inisiatif yang berhasil ini dan mengatasi tantangan-tantangan dengan tegas, pemerintah dapat menciptakan lanskap digital yang benar-benar melayani dan memuaskan masyarakatnya.
Hubungan yang rumit antara keamanan data, privasi, kepercayaan, dan kepuasan masyarakat dalam layanan pemerintah patut diperhatikan. Transparansi, kontrol, dan identitas digital muncul sebagai pilar-pilar utama dalam membangun dan merawat kepercayaan. Dengan memastikan bahwa data dikelola dengan tanggung jawab dan masyarakat memiliki kendali atas penggunaannya, pemerintah tidak hanya dapat meningkatkan layanan mereka tetapi juga membina rasa keamanan dan keyakinan di antara masyarakat.
Mengatasi resistensi terhadap perubahan adalah langkah penting dalam mewujudkan transformasi digital yang berhasil dalam layanan pemerintah. Dengan mengakui kekhawatiran, mengadopsi persetujuan dinamis, dan memanfaatkan teknologi untuk menyederhanakan proses, pemimpin pemerintah dapat menavigasi jalan menuju peningkatan kepuasan masyarakat, pengalaman yang dipersonalisasi, dan ekosistem yang mengutamakan keamanan data dan privasi.
Saat pemerintah berjuang dengan implikasi Gen AI dan transformasi digital, suatu persimpangan penting telah tercapai. Potensi untuk meningkatkan layanan dan kepuasan tidak dapat disangkal, tetapi hanya jika pemerintah dengan bijaksana mengatasi tantangan-tantangan tersebut. Inklusivitas, sensitivitas budaya, dan upaya kolaboratif adalah kunci dalam membentuk masa depan di mana Gen AI meningkatkan interaksi antara pemerintah dan masyarakat, tanpa meninggalkan siapa pun.
Munculnya Generative AI dan model AI percakapan membawa peluang dan tantangan bagi layanan pemerintah. Sementara manfaat interaksi yang dipersonalisasi dan inklusif bagi masyarakat sangat besar, pemerintah perlu secara proaktif mengatasi tantangan yang dihadapi oleh ekosistem konten yang terfragmentasi, keragaman bahasa, dan potensi untuk penyebaran informasi yang salah.
Kerja sama, optimalisasi konten, dan memanfaatkan solusi teknologi seperti yang ditawarkan oleh Adobe dapat membantu mengatasi tantangan-tantangan ini dan memastikan bahwa interaksi yang didukung oleh AI memberikan informasi yang akurat, relevan, dan berharga kepada masyarakat dalam berbagai bahasa dan konteks.