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Malaysia Government Portal and Websites Assessment (MGPWA)

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Malaysia Government Portal and Websites Assessment (MGPWA) Malaysia Government Portal and Websites Assessment (MGPWA) © Multimedia Development Corporation 2013 Unauthorised reproduction, lending, hiring, transmission or distribution of any data is prohibited. The report and associated materials and any elements thereof must be trated like any other coprighted material Request should be made to: Special Projects, Stakeholder Engagement Multimedia Development Corporation 2360 Persiaran APEC 63000 Cyberjaya Selangor Darul Ehsan Tel: +603 8315 3211 Fax: +603 8318 8650 © Multimedia Development Corporation 2013 Page 2 of 200 Table of Contents ACKNOWLEDGEMENT 6 EXECUTIVE SUMMARY 7 1.0 INTRODUCTION 9 2.0 OBJECTIVES 11 3.0 SCOPE OF ASSESSMENT 12 4.0 METHODOLOGY 14 5.0 ASSESSMENT 21 5.1 TOP FIVE PORTALS BY SCORE 23 5.2 TOP FIVE WEBSITES BY SCORE 24 5.3 MINISTRY 26 5.4 STATE 29 5.5 LOCAL AUTHORITY 30 5.6 UNIVERSITY 31 5.7 MANAGED PORTAL SERVICES (MPS) 33 5.8 EXAMPLE OF GOOD PORTALS AND WEBSITES 35 5.9 STAR RATING 42 6.0 BEST PRACTICES: WASEDA UNIVERSITY 2013 “INTERNATIONAL E- GOVERNMENT RANKING” 53 7.0 KEY FINDINGS 58 7.1 PROGRESS OF STAR RATING 58 7.2 EXTENDING ONLINE SERVICES 59 7.3 PROGRESS OF E-PAYMENT 61 7.4 UPDATING ACTIVITIES 63 7.5 W3C DISABILITY ACCESS 64 7.6 NEW MEDIA 66 7.7 LANGUAGE 67 7.8 MOBILE WEB 68 8.0 WAY FORWARD AND RECOMMENDATIONS 70 9.0 CONCLUSION 74 10.0 APPENDICES 76 APPENDIX 1: CRITERIA OF ASSESSMENT 76 APPENDIX 2: "PERKARA-PERKARA YANG DIPANTAU BERKAITAN PENGEMASKINIAN MAKLUMAT DI LAMAN WEB" 83 APPENDIX 3: PORTALS AND WEBSITES NOT LISTED IN THE MYGOVERNMENT PORTAL 85 APPENDIX 4: ELIMINATED PORTALS AND WEBSITES IN THE MGPWA 2013 87 © Multimedia Development Corporation 2013 Page 3 of 200 APPENDIX 5: MYGOVERNMENT PORTAL - OUT-DATED URL 93 APPENDIX 6: MYGOVERNMENT PORTAL - DUPLICATIONS OF PORTALS AND WEBSITES 94 APPENDIX 7: NO SPECIFIC LINK (NSL) 96 APPENDIX 8: PORTALS AND WEBSITES WITH WRONG URL 97 APPENDIX 9: LATEST NAMES ARE NOT REFLECTED IN MYGOVERNMENT PORTAL 98 APPENDIX 10: MERGED PORTALS AND WEBSITES 101 APPENDIX 11: DIFFERENT PARENTS 2013 VS. 2012 102 APPENDIX 12: NEWCOMERS 2013 VS. 2012 104 APPENDIX 13: NON-ACCESSIBLE (N/ A) PORTALS AND WEBSITES 110 APPENDIX 14: OVERALL PORTAL RANKING 112 APPENDIX 15: OVERALL WEBSITE RANKING 128 ACRONYMS AND ABBREVIATIONS 196 LIST OF FIGURES Figure 1: Distribution pattern of portals and websites from 2005 - 2013 __ 13 Figure 2: Methodology and Process Flow of MGPWA 2013 ______________ 14 Figure 3: Distribution and factors of inaccessibleportals and websites ___ 22 Figure 4: Distribution of Portals and Websites in 2012 and 2013 _________ 22 Figure 5: The homepage of Department of Agriculture Malaysia _________ 35 Figure 6: Quick display of the services on the Department of Agriculture Malaysia homepage ______________________________________ 36 Figure 7: Example of Online Services on the homepage ________________ 37 Figure 8: The homepage of Department of Irrigation and Drainage Malaysia ___________________________________________________________ 38 Figure 9: Example of clear display of the e-Payment services ___________ 39 Figure 10: Precise information and link to e-Plan online application _____ 39 Figure 11: Homepage of the myGovernment portal ___________________ 40 Figure 12: Categorisation of services for easier navigation _____________ 40 Figure 13: Attractive display of homepage of Majlis Daerah Tapah ______ 41 Figure 14: Example of tailored page to cater to specific audience, ie citizens ___________________________________________________________ 42 Figure 16: Categorisation of Star-Rating _____________________________ 43 Figure 17: Comparisons of Star-Rating 2012 and 2013 _________________ 44 Figure 18: Comparisons of star rating of federal portals and websites 2012 and 2013 ______________________________________________ 48 Figure 19: Comparisons of star rating of state portals and websites 2012 and 2013 _________________________________________________ 49 Figure 20: Distribution of the star rating for portals and websites from 2005 to 2013 _______________________________________________ 58 Figure 21: Categories of online services for Portals and Websites _______ 60 Figure 22: Progress of Government Online Services from 2011 to 2013 ___ 61 Figure 23: Progress of E-Payment from 2011 to 2013 __________________ 62 Figure 24: Categories of payment channels for e-payment services for portals and websites ____________________________________ 63 © Multimedia Development Corporation 2013 Page 4 of 200 Figure 25: Summary of updating activities of portals and websites from 2011 to 2013 _______________________________________________ 64 Figure 26: Summary of comparison for the W3C basic assessment for portals and websites __________________________________________ 65 Figure 27: Comparison of new media by portals and websites for 2012 and 2013 _________________________________________________ 66 Figure 28: Languages of web-content by portals and websites __________ 68 Figure 29: Percentage of mobile web availability from 2011 to 2013 _____ 69 LIST OF TABLES Table 1: Detailed distribution of portals and websites from 2005 - 2013 __ 12 Table 2: Summary of pillars and criteria for Portals and Websites Categories ___________________________________________________________ 18 Table 3: Definition of Star-Rating for Portals and Websites _____________ 19 Table 4: Performance of Malaysia in various studies from 2005 - 2013 ___ 21 Table 5: Top Five Portals by Score _________________________________ 24 Table 6: Top Five Websites by Score ________________________________ 26 Table 7: Full List of Ministry Portals ________________________________ 28 Table 8: State Portals ____________________________________________ 30 Table 9: Top Five Local Authorities by Scores ________________________ 31 Table 10: Full List of Universities Portals ____________________________ 33 Table 11: Top Five MPS Portals and Websites by Scores ________________ 34 Table 12: The distribution of star rating of portals and websites in 2013 _ 44 Table 13: The distribution of portals and websites for each category of Star from 2005 to 2013 _______________________________________ 46 Table 14: The distribution of star rating for portals for 2012 and 2013 ___ 47 Table 15: The distribution of star rating for websites for 2012 and 2013 __ 47 Table 16: The distribution of star rating of federal and state portals and websites 2013 ___________________________________________ 48 Table 17: The distribution of star rating of portals and websites according to its parents ______________________________________________ 52 Table 18: The progress of Malaysia in the International e-Government Ranking by Waseda University from 2005 to 2013 _____________ 54 Table 19: Main indicators and the dimensions of International e-Government Ranking by Waseda University _____________________________ 54 Table 20: Distribution of the star rating for portals and websites in 2012 and 2013 ___________________________________________________ 58 Table 21: Analysis of Government Online Services ____________________ 60 61 © Multimedia Development Corporation 2013 Page 5 of 200 ACKNOWLEDGEMENT The Malaysia Government Portals and Websites Assessment (MGPWA) 2013 was completed successfully with close collaborations of various agencies that have shown impressive dedication and eagerness to continue working towards improving their services via portals and websites. As the lead agency for MGPWA, Multimedia Development Corporation (MDeC) proffers our profound gratitude and acknowledgment to all the agencies that have collaborated and participated in undertaking the MGPWA exercise. In particular, we would like to accentuate the dedication and tireless effort of several key agencies, namely: • Electronic Government Development and Management Division (BPPEG) from Malaysian Administrative Modernisation and Management Planning Unit (MAMPU); • Ministry of Science, Technology and Innovations (MOSTI); • Public Service Department of Malaysia; and • Economic Planning Unit (EPU). © Multimedia Development Corporation 2013 Page 6 of 200 EXECUTIVE SUMMARY In 2005, Multimedia Development Corporation (MDeC) launched the first Malaysia Government Portals and Websites Assessment (MGPWA) with the aim to provide a “check-and-balance” assessment that not only offers the agencies a score-card of their online presence but also as a guidance to improve their services to serve the public effectively. MGPWA has been conducted annually with the exception of the year 2008, and the reports are issued to all the agencies identified by the Government. After seven years, the MGPWA 2013 remains a significant initiative as a means to guide various types of Government agencies to improve their service delivery via portals and websites. In addition, the MGPWA initiative has played the role of an advocator for more agencies to expand its online government services. To ensure that the MGPWA 2013 is up-to-date and remains relevant, MDeC with the support and advice from the Technical Working Group (TWG) comprised of MAMPU, MOSTI, PSD and EPU have made several key changes to the assessment criteria. In a nutshell, the changes are as follows: (i) Introduction of new criteria: Sub-agencies Gateway; Loading Time; Logging In; Copyright; and Disclaimer (ii) Enhancement of existing criteria: Number of Online Services; New Media; Contact Details; and Feedback Mechanism (iii) Elimination of criteria: Link to MSC Malaysia; Support Link; and Digital Certificate / Trust Mark The TWG have also deliberated and revised the scope of assessment as described below: (i) Format
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