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E-Government in Malaysia: A Decade After
Abstract
This chapter examines the development of e-Services among Malaysian local government authorities. Using content analysis on 147 Local Government Authorities (LGAs), this chapter shows that all agencies have Web sites with a marked improvement in the availability of each category of e-Services. Among the motivating factors to the drastic increase of e-Services were meeting the Key Performance Indicators (KPI) established by the state and federal governments, meeting the government’s requirement of providing most of the essential services online, easing the burden on staff, improving transparency, and providing more convenient service to the customers. The findings in this chapter indicate that the LGAs are implementing e-Services, which should make it easier for the government to rollout more e-Services to the LGAs under its NPM policy to help drive the country into developed nation status by the year 2020. However, there are issues that need to be addressed in order for the government to deliver services effectively and efficiently to its citizens.
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