In addressing this matter, Hjh Mariah Hj Mohd Taha said that the Bruneian government has conducted many Business Re-engineering exercises as part of the e-Government initiative, where they were "looking at the back-end process to help the front-end service delivery" to bring the service to the citizens.
The acting director also spoke on the other challenges faced in the process of bringing these citizen-centric government services online and how the government planned to address them.
"We have also realised that e-Government programmes, especially those which are cross-ministries, require significant human capacity for planning, managing and monitoring (work) and hence, our department (EGNC) has identified various competency gaps which need to be addressed, such as skills in project management and business process re-engineering," she said.
However, even as the government implements its "pieces", it still faces challenges which arise from the citizens themselves.
"Unfortunately, improving service to match citizen expectations causes challenges that go beyond organisational or infrastructural changes alone. Even with all of the technological and organisational pieces in place, there will still be some barriers to address in terms of public attitude and also acceptance of the services we are offering," she said.
"The barriers for adoption could be due to problems such as users who don't know how to use the new e-Government services, lack of support, poor security, or they think that the traditional method is more efficient or more effective," she added.
In line with the e-Government strategic plan, the government aims to provide online citizen services that are efficient, secure and easy to access and view. In their efforts to meet these objectives, Hjh Mariah shared that the government has identified several areas of concern.
This included the multichannel e-services delivery, which called for the delivery of all major services online to be efficient and convenient regardless of the chosen channel, she explained.
"One of the ways to make citizens perceive a more personalised and friendly online experience is through the One Government Portal, which is an integrated coordination of all government, business and citizen clusters in a single portal and is a gateway to e-government services," she said.
The acting director added that the EGNC was in the process of implementing the One Government Portal. The EGNC is encouraging ministries and departments to improve and update their websites to make it easier for users to navigate and connect to the websites of other government agencies from the government website they first visited.
Another area of concern is "cross-agency services".
"We are currently putting our efforts to ensure that government agencies are working together as a collaborative and networked government by building a 'Whole of Government' approach to provide integrated online services for the citizens," she said.
Hjh Mariah also shared that they were looking at developing information hubs, which act as central databases that will provide access to common information.
"So from the information hub, we are looking at the citizen data and all this information will be accessible to all government agencies," she explained.
Education, awareness and publicity was also of concern in communicating to the citizens in order to promote and encourage citizens to use government online services. The EGNC has established an e-Government communication and publicity committee for this purpose, she said.
---
Autor(en)/Author(s): Ubaidillah Masli
Quelle/Source: Brunei Direct, 10.12.2009
Bitte besuchen Sie/Please visit:
