Chief Secretary: Govt digitising public service delivery to ensure faster service

  • Nation
  • Wednesday, 03 Jul 2019

PETALING JAYA: The government is actively working towards digitising public service delivery, as a way to ensure a more efficient and prompt system, says Chief Secretary to the Government Datuk Seri Dr Ismail Bakar.


The move towards digitalisation of services is also in line with the government’s efforts to rationalise the size of the civil service, said Ismail, adding that the government is committed towards delivering quality service. 


Some of the online services already in place include the Malaysian government portal (, where people can deal with various government agencies, said Ismail.


“Among the government services provided digitally include application for business aid, education, career, tourism and culture, housing, finance and tax, immigration and visa, welfare, family and community, as well as health,” he said in a statement Wednesday (July 3).


Ismail was responding to a report by The Star on Monday (July 1) about a World Bank report which said that the performance of Malaysia’s civil service has been on a decline since 2014.


The government had also adopted the cashless system for over-the-counter payments or online via applications such as MyBayar, MyPay and JomPAY, in line with the digitalisation era moving in tandem with the Industrial Revolution 4.0, he said.


Ismail added that the government valued the views and reprimands regarding the quality of public service delivery and assured that a slew of initiatives had been taken to improve services for the public.


This included implementing institutional reforms, public sector reforms, reviving the function of the Public Complaints Bureau by introducing the Ombudsman, as well as implementing police reforms by forming the Independent Police Complaints and Misconduct Commission (IPCMC).


The competency of civil servants are also constantly being improved via training programmes at public training institutes, or e-learning through the Public Sector e-Learning, said Ismail.


“Based on the efforts and reforms implemented, the government hopes the people realise that the government is very committed in ensuring the quality of public service delivery that is excellent and people-friendly can be delivered holistically with cost effective and optimum expenses,” he said. 

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