iKEPOHPublic Sector ICT Excellence

Award

WITSA 2018World Information Technology And Services Alliance

MALAYSIAMinistry of Urban Wellbeing, Housing and Local Government (UHLG)

PROBLEM STATEMENT

PROBLEM STATEMENT

PROBLEM STATEMENT

PROBLEM STATEMENT

On 25 June 2015 Minister Urban Wellbeing, Housing and Local Government(UHLG) has stated in parliament that in order to strengthen the service deliveryof Local Authority through the use of ICT, the ministry is also improving theefficiency and effective complaint management by introducing a mobile

application system called iKepoh.

Local Authority Transformation Plan (2016-2020)Local authorities at the heart of

the citizen.

30 June 2015 Bernama“UHLG will develop an apps that allowscitizen to sent complaint(s) with picture automatic to relevant Local Authority…”

- Ex-Minister UHLG

SOLUTION

iKepoh

SOLUTION

1 mobile apps

architecture bridging

the 2 way

communication gap

linking Local Authorities

at the heart of the

citizen

PKPA BIL 1/2009 INNOVATION

✓ BPR

PKPA BIL 1/2009 INNOVATION

PKPA BIL 1/2009 INNOVATION

PKPA BIL 1/2009 INNOVATION

SOLUTION

➢ Complaint send

within single ID

➢ Anytime

➢ Anywhere

➢ To any Local

Authority

➢ 2 way real time

responsive feedback

➢ Automatic complaint

routing using GPS and

GIS

➢ Citizen reachable by

Local Authority

through phone,

chatting, email

VALUE TO CITIZEN

Local Authority

➢1AduMap showed the real time

distribution of complaint on

GIS

➢Route the complaint to the

relevant agency by Local

Authority (exp: Works

Department, Tenaga Nasional)

➢ Justification for small project

budget application by Local

Authority to the ministry

➢ Forecasting for Development

Expenses Planning for Ministry

➢ Justification for small project

budget approval by Local

Authority to the ministry

VALUE TO GOVERNMENT

Ministry/Agency

Development Cost

Maintenance Cost

Enhancement Cost

Roll Out Cost

In-house Development

SAVE RM4.5 million !!

(1.1027 USD Million)

VALUE TO GOVERNMENT

VALUE TO GOVERNMENT

(105.79m USD)

17

FUNCTIONALITY & FEATURES

MOBILE APPS FOR CITIZEN

Login Page Categories Set Location Notes Complaint Details

FUNCTIONALITY & FEATURES

iKEPOH ACTION FOR LOCAL AUTHORITY

Complaints Two-WayCommunication

FindLocation

ComplaintDetails

UpdatingComplaint’s

Status

UpdatedComplaint

THE STATISTICS

Data as of 10 Jan 2018

THE STATISTICS

Data as of 10 Jan 2018

THE STATISTICS

Data as of 10 Jan 2018

22

FUNCTIONALITY & FEATURES

1ADUMAP

MANAGE AND MONITOR COMPLAINT BY MINISTRY AND LOCAL AUTHORITY

QUALITY & APPLICATION OF TECHNOLOGY

QUALITY & APPLICATION OF TECHNOLOGY

MBSA TESTIMONY

WAY FORWARD

CHANGE MANAGEMENT

UHLG

Target : 2000

Ministries(24)Target : 500 x 24 = 12000

Agencies(25)Target : 100 x 25 = 2500

CitizenTarget : 100,000

Promotion to increase users

96 LA in West Malaysia

51 LA in East Malaysia

Private Sector to LA:Service Provider

Public Sector to LA :Relevant Agency

Programme to increase involvement of relevant agencies (Public & Private)

Phase 1 : Nov – Dis 2017

Phase 2 : Jan – Mac 2018

Phase 3 : Apr – Jun 2018

Phase 4 : Jul – Dis 2018

Stage 1 : Nov 2015 – Dis 2016

Stage 2 : 2017 – 2018

Stage 3 : 2018 – 2019

LA : Local Authority

SUMMARY