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Probe 2015 PROVIDER-BASED Malaysia Digital Economy Corporation Sdn www.mdec.my ProBE 2015 PROVIDER-BASED Malaysia Digital Economy Corporation Sdn. Bhd. EVALUATION (ProBE) (Formerly known as Multimedia Development Corporation) 2360 Persiaran APEC Tel: + 603 8315 3000 @ [email protected] REPORT 63000 Cyberjaya Toll Free No.: 1-800-88-8338 www.facebook.com/MyMDEC Selangor Darul Ehsan, Malaysia Fax: + 603 8315 3115 www.twitter.com/mymdec ProBE 2015 3 Acknowledgement The ProBE 2015 Organising Committee would like to acknowledge the following parties for the success of the report: 1. Digital Government Technical Working Group (DGTWG) 2. ProBE Taskforce a. MAMPU (Encik Turidi Mat, Puan Rossey Ginsawat, Puan Maslina Mat Ghani) b. PSD (Puan Noribah Khalid) c. INTAN (Yang Berusaha Dr Mahshitah Abdul Manan) d. EPU (Puan Raudatil Jannah Abdul Wahab Zen) e. KKMM (Encik Razmeen Abdul Haleem) f. MDEC (Encik Mohd Safuan Mohd Zairi, Puan Azurah Ibrahim, Puan Norlizawati Ghazali) © Malaysia Digital Economy Corporation 2016 Unauthorised reproduction, lending, hiring, transmission or distribution of any data is prohibited. The report and associated materials and any elements thereof must be treated like any other copyrighted material. Request should be made to: Digital Government Enablement (DiGE) Digital Government Transformation Division Malaysia Digital Economy Corporation 2360 Persiaran APEC 63000 Cyberjaya Selangor Darul Ehsan Tel: +603 8315 3211 | Fax: +603 8318 8508 Email: [email protected] ProBE 2015 5 Foreword This report marks ProBE’s 10th year in operation since the mandate to independantly audit the government agencies’ websites and propose ways to enhance them was entrusted to MDEC by the Government of Malaysia back in 2006 during the 19th MSC Malaysia Implementation Council Meeting (ICM). With the initial goal to increase the number of online services, ProBE has progressed to measure usage and satisfaction level towards citizen-centric Government Online Services (GOS). Hence, the ProBE self- assesment undertaken by government agencies are designed following global best practices, applying latest eGovernment (eGov) trends and strict adherence to audit processes. The bar for ProBE 2015 was raised to align ProBE better with international requirements. The following are the features brought to the evaluation:- 1. Self-assessment 2. Mandatory criteria 3. Enhanced criteria based on UN features ProBE 2015 report are valuable guidance to help government agencies increase the efficiency and effectiveness of their online presence and deliver services to the standards expected by its majority About ProBE 2015 Appendix 1: 16 102 stakeholder i.e. the citizens of Malaysia. This is due to the insights generated and recommendations put Acronyms forth in the report that will help agencies, among other, to better plan on the improvements required Content Background information of Terminologies used within the going forward for their respective GOS. ProBE Report Moving forward, 2016 evaluation will incorporate additional Mandatory criteria i.e. Mobile Web and Foreword 05 Result Analysis 34 Appendix 2: Pillars 104 Active Hyperlink that would help the Government’s pursuit of achieving the citizen-centric GOS. and Criteria Definition From the Vice President In depth result analysis We would like emphasise the need for the continued support from all government agencies towards of MDEC conducted via ProBE 2015 Definition of ProBE Criteria via the ProBE to ensure that Malaysia can achieve the Top 15 position in the Online Services Index (OSI) of the Pillars 7 Pillars of User Expectations UN E-Government Survey by 2020. This is the target that has been spelled out in the 11th Malaysia Plan and is in-line with the provision of citizen-centric GOS catering to the sophisticated demand of current and future users. How to Read the 06 Learning from Best 81 Appendix 3: 108 ProBE 2015 Report Practices Data Tables Once again, we thank you all for your efforts and support into realising this vision and together, lets look Getting the best out of ProBE Benchmarking Malaysia’s websites ProBE 2015 results via Star forward to improve our achievement further for the benefit of our GOS users. 2015 Report with best practices of the world Ratings Niran Noor ProBE 2015 At-A-Glance 08 Moving Forward 93 Vice President Malaysia Digital Economy Corporation (MDEC) Summary of ProBE 2015 in Key recommendations and a infographics snapshot of what’s in store for ProBE in the coming years ProBE 2015 7 Getting the Best out of ProBE 2015 Report ProBE 2015 Report is produced as reference for all government agencies’ personnel involved in the development and management of government websites. Those who would want to just get an overview of the whole report can directly go to the ProBE 2015 at-a-Glance or the Report Analysis pages. For those who would like to learn more on how to improve their respective websites with relevant examples, can go to the Pillar Performances and Best Practices pages, or read the report in total. Which sections are relevant to me? Corporate Government Webmasters Communications Leaders Officers • ProBE at-a-Glance • About ProBE 2015 • About ProBE 2015 • Data Tables • Result Analysis • Result Analysis • Learning from Best Practices • Learning from Best Practices • Pillars and Criteria Definition • Pillars and Criteria Definition • Data Tables • Data Tables How does the report benefit me? Corporate Government Webmasters Communications Leaders Officers Facilitate achievement of Government’s RMK-11 goals Faster identification of Better user satisfaction using to achieve Top 15 position improvements, enhancements GOS via application of ProBE’s in the 2020 UN E-Government and/or rectifications required 7 Pillars of User Expectation How to read the ProBE 2015 Report Survey’s Online Service Index Enhance further communications Better understanding of key and engagements levers and focus areas to Easier identification of between GOS users as well as generate impactful training needs to Government/Agencies between citizen-centric Government elevate competency GOS users as well as Online Services (GOS) Government/Agencies ProBE 2015 At-A-Glance 10 ProBE 2015 ProBE 2015 11 What is ProBE? ProBE 2015 was further refined with input and feedback by various parties and sources. Measuring User Satisfaction of Government Online Service (GOS) towards Citizen-centric Services Sources for ProBE 2015 Direction PUBLIC SERVICE DELIVERY EXCELLENCE ProBE 2015 eGOV 3.0 Alignment to Alignment based UN E-Government User Feedback Government goals on ProBE 2014 Development Index (Citizen & Business) and direction Analysis EFFICIENT GOVERNMENT ONLINE SERVICES 22 Quick Wins Malaysia User Decisions from FCC* Identified to be Satisfaction and ICM** Meetings implemented in 2015 Performance (MUSE) Citizen Perception MAMPU Website and Satisfaction SUPPLY/PROVIDER DEMAND/USER Guidelines CENTRIC CENTRIC Survey SERVICE I LINE NDEX Provider-Based Evaluation ON Malaysia User Satisfaction NOTE: * FCC - MSC Malaysia Flagship Coordination Committee (ProBE) Evaluation (MUSE) ** ICM - MSC Malaysia Implementation Council 2014 Onwards 2015 Onwards Contributed to the improvement MUSE Baseline 2015 will Each ProBE self-assessment undergoes strict compliance process before being audited and increase of Online Services determine future target STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 No. of Online From <10% Extent of Usage Criteria Compliance Criteria Compliance Prelim Scoring - Final Scoring - DGTWG Public Services to 82% (Mandatory) (Non-Mandatory) Validate Audit Endorsement Standardisation From <13% 4 Criteria 28 Criteria 3 Star & Above to 98% Level of Satisfaction Scoring Result 5-Star 5-Star 4-Star 4-Star Compliance with ProBE is assessed via 7 Pillars of User Expectations Yes Non-Mandatory 3-Star 3-Star Criteria For 2015, the bar for ProBE has been 2-Star 2-Star ProBE: set higher with the introduction of PILLAR 1: SITE PILLAR 5: 4 Mandatory Criteria PERFORMANCE 7 Pillars SEARCH 1-Star 1-Star of User Compliance with Result Endorsed Expectations PILLAR 6: Mandatory Criteria PILLAR 2: LOADING TIME FUNCTIONALITY ONLINE 5-Star TRANSPARENCY DOWNTIME PILLAR 4: 4-Star 3-Star PILLAR 3: NAVIGATION PILLAR 7: UPDATED CONTENT CONTENT LOOK AND FEEL Compliance with RESPONSIVENESS No Non-Mandatory 3-Star WITHIN CLIENT CHARTER Criteria 2-Star 2-Star 1-Star 1-Star 12 ProBE 2015 ProBE 2015 13 ProBE 2015 vs ProBE 2014 List of appraised websites for 2015 compared to 2014 2015 2014 STAR RATING PERFORMANCE SINCE 2005 OVERVIEW OVERVIEW 98% In 2015, a drastic drop in number of websites 95% 98% 87% 85% with 4-Star and above was noted, mainly due 79% Shortlisted websites by MAMPU to the application of the 4 Mandatory Criteria 783 1086 71% compliance. 62% 56% 49% 50% Participating websites 94% (734) 90% (981) 45% 30% 17% 3-STAR & ABOVE 17% Non-participating websites 8% 6% (49) 10% (105) 8% 2% 16% 4-STAR & ABOVE 1% Inaccessible websites 3 8 2005 2006 2007 2009 2010 2011 2012 2013 2014 2015 Pillars of User Expectations 7 7 NOTE: The annual assessment was not undertaken in 2008 Criteria 32 31 (4 Mandatory Criteria 28 Non-Mandatory Criteria) MOST CONSISTENT MOST IMPROVED PERFORMING WEBSITES WEBSITES Comparative look at 2015 and 2014 ProBE Star Rating performances (By Alphabetical Order) (By Alphabetical Order) • City Council of Johor Bahru Shift from 3-Star (2014) to 5-Star (2015): STAR RATING STAR RATING • Ministry of Rural and Regional Development • Hospital Universiti Sains Malaysia (HUSM) • Ministry of Urban Wellbeing, Housing and • Malaysian Nuclear Agency 4-STAR Local 32 5-STAR • Pejabat Tanah dan Jajahan
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