February 25, 2024

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Taiwan Elevates Citizen Service Resilience, Experience

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

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

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

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

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

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

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

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

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

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

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

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

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

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

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CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

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Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

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SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

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HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

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IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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