Public e-service framework towards sustainable service delivery

E-service enables citizens to interact and receive services from most government agencies which are convenient, dependable, and less costly. To promote efficient and effective service delivery, the Malaysian government is targeting zero face-to-face service delivery with 90% of all government services to be available online by 2015. It is reported recently, that at least half of the Malaysian public sector’s 1,500 websites of e-service applications could not be sustained and will be shut down by 2016. Due to high investment allocated by the government, it is important to ensure that the public e-service is sustained and continues to evolve. Limited research has been done on how to sustain the e-service or provide effective methods to aid implementer to reach this goal. This research developed a framework to sustain the government’s public e-service delivery in Malaysia. This study employed qualitative method approach within an interpretive paradigm. A case study was conducted at the Inland Revenue Board of Malaysia to explore the public eservice sustainability criteria as it is perceived as a role model of a successful eservice provider. Soft Systems Methodology (SSM) was adopted as a conceptual lens to gain deeper insights into the data collection and analysis. Qualitative data collected through interviews, observations and document analysis were analysed verbatim using thematic analysis. Two regulators, three implementers, two e-service providers, nine users and one representative from a non-profit organization were interviewed to get a better understanding of the public e-service sustainability. The technological, institutional, and environmental dimensions with seventeen elements that emerged from the case study are: information confidentiality; software quality; ubiquitous services; personalization; integrated services; IT governance; business process improvement; legislative issues; benchmarking; top management support; awareness; trust; community empowerment; user expectation and satisfaction management; government; as well as political influence. Based on the findings, a Public e-Service (PeS) Framework consisting of cultural and logic-based streams which influence each other was developed. In addition, several recommended actions on how to use the framework as a means of assessing their current public eservice or as a guide for future public e-service initiative were proposed to assist government agencies

Design and prototype development of credit transfer and exemption system in FIIT, UNISEL, Malaysia

Credit transfer and credit exemption (CTCE) are one of the crucial processes in higher learning institution. Due to typically processed using manual system, it is time consuming and unorganized data filing to the applications and process of approval of applications at Universiti Industri Selangor (UNISEL). Besides, there is no standardized process flow for CTCE among all faculties. Therefore, to improve the process to be more efficient and organized, a prototype system to standardize process flow of CTCE is designed and developed. Rational Unified Process (RUP) is been used because RUP is a complete methodology and well-documented for software engineering. The solution is expected to allow online application and approval and the monitoring to the both process. It also helps in organizing record digitally and eliminates the manual paper based system. Therefore, all faculties at UNISEL must follow a standardized process flow for CTCE process

Influencing factors for effective community ICT hubs.

Government provides public ICT hubs to ensure that community is ICT literate. Selangor stategovernment sponsors public ICT hubs in order to address the digital divide issues especially in the rural area.This study was designed to determine the factors that influence the success and sustainability of ICT hubs thatwere provided by the Selangor State Government, Malaysia. Detailed analysis of 26 ICT hubs throughquestionnaires, interviews and observation were conducted. The results contributed to the formulation of 27influencing factors and were categorized to three-perspectives: technology (five factors); organizational (sixteenfactors); and environment (six factors)

Understanding sustainability: an exploration of the is literature

Government all over the world are increasingly realizing that implementing and sustaining their electronic service delivery is the way forward to achieve efficiency savings and to satisfy and engage demanding constituents. Once an electronic service delivery has been developed and the infrastructure is in place, they are almost infinitely scalable with minimal effort, and will reduce variable costs of electronic service provisioning and service use. As this trend continues, academics, IT professionals and decision makers need a deeper understanding of electronic service initiatives sustainability. Yet, analysis of IS academic literature reveals that electronic service initiatives sustainability, has received little in depth attention. This paper investigates the current state of electronic service initiatives sustainability research in IS literature. The article detailed out a review of literature from main IS journals. The study concludes with a tentative operational definition, a list of source references, and an agenda for related future research

Interactive language learning activities for learners’ communicative ability

Learners’ communicative in English language has been unsatisfactory due to the factors that affect their self-confidence and motivation to speak. However, the problem persisted even though ways were used to overcome the lack of communicative ability among learners in Malaysia. Therefore, this study was conducted to address learners’ perceptions of interactive language learning activities in improving English-speaking ability. The study aimed to analyse the effectiveness of the interactive language learning activities in motivating learners to speak in language classroom. A set of questionnaires containing two sections with 30 questions was administered. There were 50 primary school learners selected randomly to participate in this study. The results were collected and presented in the form of tables. The finding showed that self-confidence, motivation and learning environment affect the learners’ English language speaking ability and the results indicated that interactive language learning activities are able to overcome problems pertaining to communicative in language classroom. In conclusion, interactive language learning activities improved the learners’ English language speaking ability

Blinded by Simplicity: Locating the Social Dimension in Software Development Process Literature

The software development process is a complex human, intellectual and labor-intensive activity and human related factors have shown to be the most significant contributors to software system failures. Lacking the ability to identify or quantify these factors, software practitioners will not learn from the failures caused by them. Although, social factors give rise to high failure rates in software development projects they tend to be ignored. Business continues as usual. The inability for software engineers to attain a holistic and inclusive approach will leave the social dimension out and undermine the realization of a fully sustainable software development process.This paper builds on the master’s thesis with the same title completed in December 2019 at Stockholm University. The thesis demonstrates how research literature on software development processes addresses (or not) the social dimension of sustainability from a holistic point of view. The results indicate that the practice of dealing holistically with complexity including the social dimension is still underdeveloped. Further research is suggested regarding the development of adequate supporting tools, social skills, and managerial attitudes and behaviors

Government ICT project failure factors: project stakeholders’ views

Information and communication technology (ICT) offers major transformational opportunities by contributing to the improvement of productivity, competitiveness, growth, wealth creation, poverty reduction and spur of knowledgebased economy. It should be a transformational force, a tool to enable government not only to improve public services but to also dramatically improve the relationship between citizen and state. In Malaysia, ICT was listed as the catalyst of economy growth under the Economic Transformation Programme (ETP). ETP is a focused, inclusive and sustainable initiative that will transform Malaysia into a high-income nation by the year 2020. However, there exist particular challenges for the success and sustainable ICT projects provision in such contexts that lead to low success rates. The purpose of this study is to identify and understand the failure factors and their symptoms of government’s ICT projects implemented in Malaysia through the eyes of its stakeholders. This study uses interview as a strategy to collect qualitative data of 7 stakeholders in ICT project implementation. 28 failure symptoms were discovered and mapped within 6 failure root causes and later classified according to 3 project failure types. We conclude that if weaknesses in project management are addressed, most of the symptoms identified in this study could be successfully overcome

Public e-service sustainability failure factors: project stakeholder's views

The basic value of technology comes from the improvements achieved by technology and how these improvements are sustained and enjoyed over time. According to the Malaysian Public Sector ICT Strategic Plan (2011- 2015), which was launched on 7th July 2011, one of its targets is towards zero face-to-face service delivery, with 90% of all government services are available online by 2015 and 90% of all transactions for online services are available online by 2015. Currently, the government agencies have transformed their operation and services through the use of ICT; however, most of them have difficulties in sustaining the e-services after their successful implementation. Therefore, it is important to identify and understand the barriers in sustaining the e-service initiatives for future guideline. Based on the interview with 8 respondents involved in e-service implementation and operation, this paper identifies and describes qualitatively fifteen failure factors towards public e-service sustainability

Public e-service sustainability failure factors: an exploratory study

Based on some identified problems and challenges to the current ICT sustainability, this paper explores the failure factors of e-service sustainability in Malaysian public sector. Currently, the government agencies are transforming their operations and services through the use of ICT in line with the Malaysian Public Sector ICT Strategic Plan (2011-2015) that was launched on 7th July 2011. Their target is towards zero face-to-face service delivery with 90% of all government services available online by 2015 and 90% of total transactions for online services made available by 2015. However, most of the government services have difficulties in sustaining their e-services after their successful implementation. This preliminary study identifies fourteen failure factors towards public eservice sustainability gathered from interview with 8 respondents based on their experience in eservice implementation and operation