Public's perception towards E-Government Services: a case study in Kota Samarahan / Jeremy Edison George and Elizabeth Raymond

The Malaysian government was acutely aware of the need to upgrade the efficiency and effectiveness of its administrative machinery in ensuring the success of one of its largest unprecedented endeavors. Thus, E-government was introduced as a benchmark for global government by employing high-end, state of the art information and communications technologies to facilitate efficient and effective delivery of government services through new electronic delivery channels. According to a note from the chief secretary to the government of Malaysia, Tan Sri Samsudin Osman, E-Government’s success relies on the fundamental transformation from a bureaucracy-centered government to make services and programmes more accessible and responsive. The road towards the implementation of E-Government, however is full of challenges as he has said it was been clearly borne out by his own experience as Chairman of the E-Government Steering Committee. They had to work hard to address the adoption of technology and various other associated aspects such as funding, organizational restructuring, human resource competencies, training, provision of sufficient infrastructure and knowledge management as well as the more onerous task of getting public sector personnel to deal with the ensuing change and new ways of working under E-Government.