The Malaysian public sector plays a vital role in driving national development and citizen well-being. To keep pace with evolving demands and embrace the digital age, public sector agencies are prioritising digital transformation initiatives. This transformation hinges on strategic partnerships with technology providers who can offer robust infrastructure, innovative solutions, and deep industry expertise. CelcomDigi, Malaysia’s leading telecommunications conglomerate, emerges as a key player in this digital transformation journey.

This section explores the top 10 Malaysian public sector organisations with strong digital aspirations. We explore the potential use cases where CelcomDigi’s capabilities can address their specific needs and unlock significant value within the public sector landscape.

Top 10 suggested Malaysian Public Sector Accounts and Targeted Use Cases for CelcomDigi

Ministry of Education (MOE)

The Ministry of Education (MOE) spearheads Malaysia’s education system, with over 5 million students enrolled in primary and secondary schools nationwide. Their digital strategy, outlined in the Digital Education Policy (DEP) 2023, prioritises bridging the digital divide, promoting online learning platforms, and equipping educators with digital literacy skills. As per the World Bank’s Malaysia Economic Monitor December 2023, approximately 4% of rural schools in Malaysia still lack access to reliable internet connectivity. This digital divide hinders the implementation of online learning initiatives envisioned in the DEP and the delivery of digital-first lessons and skills.

To learn more about MOE’s vision for the future of education, please explore their digital strategy here: MoE Digital Strategy 2024

CelcomDigi can support through:

• High-Speed Broadband Infrastructure for Schools: Limited internet connectivity remains a challenge in some rural and underserved areas. To address this, CelcomDigi can partner with the MOE to provide reliable high-speed broadband infrastructure in schools across the country. This can involve deploying offering high bandwidth (up to gigabit speeds) and low latency (minimal delay in data transmission) for seamless streaming of educational videos, online assessments, and collaborative learning activities. Fibre optic infrastructure also supports the growing demand for bandwidth-intensive applications like virtual reality (VR) and augmented reality (AR) in the future of education. CelcomDigi’s 5G network can be leveraged with network slicing technology. This allows for the creation of virtual networks dedicated specifically for educational applications in schools. Network slicing ensures consistent performance and prioritises bandwidth allocation for educational traffic, even during peak usage times.
• Enhancing DELIMa with Secure Single Sign-On (SSO) and Advanced Cloud Management: While MoE’s existing DELIMa platform serves a large user base, CelcomDigi can offer valuable services to further enhance its functionality and user experience by integrating a secure SSO solution within DELIMa. This would allow students, educators, and administrators to access various educational resources within the platform with a single login. This streamlined approach improves user experience and enhances security by eliminating the need to manage multiple login credentials. CelcomDigi can also offer their cloud management expertise to help MOE optimise DELIMa’s performance, scalability, and security on the existing cloud platform. This could involve services like data backup and disaster recovery solutions by ensuring continued availability and reliability of the platform by implementing robust data backup and disaster recovery strategies. Furthermore, CelcomDigi’s expertise to optimise DELIMa’s performance on the cloud platform can ensuring smooth operation and responsiveness for a large user base. They can also conduct regular security assessments of DELIMa and ensure compliance with relevant data privacy regulations.
• Digital Literacy Training Programs for Educators with Learning Experience Platforms (LXPs): Effectively integrating technology requires teachers to be equipped with the necessary digital skills. CelcomDigi can collaborate with the MOE to develop comprehensive digital literacy training programs for educators across various academic levels. These programs can incorporate Learning Experience Platforms (LXPs) which offer personalised learning pathways for educators, allowing them to choose specific digital skills they want to develop based on their needs and teaching styles. Gamified elements can be integrated into the training programs to motivate educators and make learning more engaging.

Ministry of International Trade and Industry (MITI)

The Ministry of International Trade and Industry (MITI) is responsible for formulating and implementing policies to promote Malaysia’s economic development through international trade, industrial growth, and investment attraction. They play a crucial role in driving Malaysia’s participation in the global digital economy. According to the Malaysia Digital Economy Corporation (MDEC) Annual Report 2022, the Malaysian digital economy is expected to contribute over 22% to the nation’s Gross Domestic Product (GDP) by 2025. To achieve this ambitious target, MITI has outlined a comprehensive digital strategy focusing on digitalisation of key industries, facilitating e-commerce growth and developing a skilled digital workforce.

CelcomDigi can support through:

• Secure Cloud Platform for Industrial Data Management with Advanced Analytics: The digitalisation of industries involves generating massive amounts of data from sensors and connected machines. Securely managing and analysing this data is crucial for optimising production processes, identifying maintenance needs, and developing data-driven business strategies. CelcomDigi can partner with MITI to develop a secure cloud platform specifically designed for industrial data management. This platform would offer the features such as high scalability and security. The cloud platform can securely store and manage vast amounts of industrial data generated from various sources across different industries. Moreover, the integration with advanced analytics tools allows businesses to extract valuable insights from their industrial data, enabling them to optimise production processes, improve efficiency, and make data-driven decisions.
• Boosting SME Cross-Border Trade: Facilitate Malaysian SME participation in international commerce through a secure, integrated e-commerce platform co-developed with MITI. This platform streamlines the process by offering Simplified Trade Compliance by Pre-filled documentation and built-in compliance tools reduce errors and expedite cross-border transactions. Besides, Seamless Government Integration can be done by access to relevant MITI and government agency services directly within the platform, including export incentive programs and grant applications. Additionally, CelcomDigi can collaborate with MITI to offer comprehensive training programs for SMEs. These programs cover essential skills in digital marketing, product listing optimisation, and cross-border logistics, empowering SMEs to confidently navigate the global marketplace.
• AI-powered Skills Gap Analysis and Training Platform: The digital transformation of industries necessitates a workforce equipped with relevant digital skills. However, there is currently a significant skills gap in Malaysia. CelcomDigi can collaborate with MITI to develop an AI-powered skills gap analysis and training platform. This platform would utilise the following functionalities such as AI-powered Skills Gap Analysis where businesses can utilise the platform to identify the specific digital skills gaps within their workforce. The platform also leverages AI to recommend suitable online and offline training programs based on the identified skills gaps, allowing for a more targeted approach to up-skilling the workforce.

Malaysian Digital Economy Corporation (MDEC)

The Malaysian Digital Economy Corporation (MDEC) is a government agency under the purview of the Ministry of Communications and Multimedia. Established in 1996, MDEC spearheads the development of Malaysia’s digital economy. Their mission is to accelerate growth, attract investments, and nurture a vibrant digital ecosystem encompassing businesses, talent, and infrastructure. According to the MDEC Malaysia Digital Economy Report 2022, the digital economy contributed over 20% to Malaysia’s GDP in 2022. MDEC’s digital strategy focuses on four key thrusts outlined in their National Digital Economy Initiative (NADI) New Skills, Adoption, Digital Scale ups and Investments.

CelcomDigi can support through:

• AI-powered Digital Skills Assessment and Training Platform: The lack of digital skills among the workforce remains a significant barrier to wider digital adoption in Malaysia. MDEC can partner with CelcomDigi to develop an AI-powered platform for digital skills assessment and training. This platform would provide AI-powered Skills Assessment where users can take online assessments to identify their current level of digital literacy and specific skill gaps. Based on the assessment results, the platform recommends personalised learning pathways with relevant online courses, bootcamps, or certifications to bridge identified skill gaps.
• Big Data Analytics Platform for Market Insights and Investment Attraction: MDEC actively promotes Malaysia as a destination for digital investments. To attract potential investors, they require comprehensive data and insights into the Malaysian digital landscape. CelcomDigi can collaborate with MDEC to develop a big data analytics platform. This platform would collect and analyse data from various sources, including Industry Reports, Consumer Behaviour Data and Start-up Ecosystem Data. By leveraging big data analytics, the platform can generate valuable insights into market trends, growth opportunities, and potential challenges. This data can be used by MDEC to tailor their investment attraction strategies and showcase the potential of the Malaysian digital economy to foreign investors.
• Secure Blockchain-based Platform for SME E-commerce Enablement: E-commerce adoption among Malaysian SMEs remains relatively low. Security concerns and a lack of technical expertise can be significant barriers. CelcomDigi can partner with MDEC to develop a secure blockchain-based platform specifically designed for SMEs. This platform could offer Simplified E-commerce Storefront Creation as in the platform provides user-friendly tools for SMEs to easily create and manage their online stores, even with limited technical knowledge. Blockchain technology can also enhance security by ensuring transparent and tamper-proof transaction records, fostering trust among both merchants and consumers.

Jabatan Bomba dan Penyelamat Malaysia (JBPM)

Jabatan Bomba dan Penyelamat Malaysia (JBPM), also known as the Malaysian Fire and Rescue Department, is a federal agency responsible for firefighting, technical rescue, and various community safety initiatives. JBPM plays a vital role in ensuring public safety and well-being. While JBPM has a well-established emergency response network, their digital strategy is still evolving. They recognise the potential of technology to enhance their operations and outreach efforts such as Emergency Reporting and Notification System, Public Awareness Fire Safety Education Platform and Data-driven Resource Management and Deployment

CelcomDigi can support through:

• Integrated Emergency Reporting App with Real-time Location Sharing and Multi-lingual Support: Currently, emergency reporting relies on phone calls, which can be time-consuming and prone to errors. A mobile app can expedite the emergency response process. CelcomDigi can partner with JBPM to develop an integrated emergency reporting app with the following features of real-time location sharing through an incorporated GPS function, allowing for immediate location identification of the reported incident and enabling faster response times. The app interface and emergency reporting options should be available in multiple languages to cater to Malaysia’s diverse population. Furthermore, a discreet panic button can be included for situations where voice communication might be difficult or unsafe.
• Interactive Public Fire Safety Education Platform with Gamification Elements: Public awareness and fire safety education are crucial for preventing emergencies. Traditional methods can be limited in their reach and engagement. CelcomDigi can collaborate with JBPM to develop an interactive public fire safety education platform. This platform could include engaging educational content such as videos, quizzes, and infographics in various formats to cater to different learning styles. Integrating game mechanics like points, badges, and leader boards can motivate users to learn and encourage them to share fire safety knowledge with others. Also, virtual reality (VR) simulations can provide immersive experiences, allowing users to practice fire safety procedures in a safe and controlled environment.
• Cloud-based Data Analytics Platform for Predictive Fire Risk Assessment and Resource Management: JBPM collects data on fire incidents, including location, cause, and type of property involved. By analysing this data, JBPM can gain valuable insights into fire risk patterns. CelcomDigi can help JBPM develop a cloud-based data analytics platform. This platform can be used for predictive fire risk assessment as in analysing historical data and real-time factors like weather conditions to identify areas with higher fire risks. JBPM can also optimise the deployment of fire trucks, personnel, and equipment based on predicted risks and real-time incident data, ensuring a more efficient response.

Polis Diraja Malaysia (PDRM)

Polis Diraja Malaysia (PDRM), also known as the Royal Malaysia Police, is the national police force responsible for upholding law and order across Malaysia. With over 130,000 officers, PDRM plays a critical role in crime prevention, investigation, and public safety. PDRM recognises the value of technology in modern policing and has embarked on a digital transformation journey. Their digital strategy focuses on leveraging technology to enhance crime-fighting capabilities, improve intelligence gathering, and strengthen public engagement. The Malaysia National Security Policy emphasises the importance of technological advancements in achieving these goals.

CelcomDigi can support through:

• Secure Cloud-based Digital Evidence Management System with AI-powered Analytics: Crime investigations often involve managing large volumes of digital evidence such as CCTV footage, phone records, and digital forensics. Efficiently storing, organising, and analysing this data is critical. CelcomDigi can partner with PDRM to develop a secure cloud-based digital evidence management system with the features such as High Storage Capacity and Scalability where the cloud platform offers secure storage for vast amounts of digital evidence while ensuring scalability to accommodate future growth. Integration of AI tools allow for efficient analysis of digital evidence, identifying patterns, connections, and potential leads in investigations.
• Interactive Public Safety App with Emergency Reporting, Crime Mapping, and Two-way Communication: An interactive public safety app can be a valuable tool for both PDRM and the public. This app could offer features like Emergency Reporting where citizens can report crimes or suspicious activities directly to the PDRM through the app, including location sharing and image/video uploads. Moreover, a real-time crime map provides the public with information on crime hotspots and trends in their area, promoting awareness and preventative measures. The app can also allow for secure two-way communication between the PDRM and the public, enabling anonymous tip-offs and information sharing.
• Data-driven Resource Management Platform for Predictive Policing and Patrol Optimisation: Effective policing requires efficient resource allocation based on real-time data and crime trends. CelcomDigi can assist PDRM in developing a data-driven resource management platform. This platform can utilise Crime Data Analysis as in historical crime data combined with real-time factors like weather conditions and social media trends to predict high-risk areas and allocate resources proactively. Furthermore, by utilising geospatial data and predictive analytics, the platform can optimise patrol routes for maximum efficiency and coverage based on risk assessments.

Jabatan Imigresen Malaysia (JIM)

The Jabatan Imigresen Malaysia (JIM) plays a critical role in safeguarding Malaysia’s borders and facilitating international travel, ensuring the smooth entry and exit of individuals while managing visa applications and work permits. Malaysia’s booming tourism sector necessitates a modern immigration system. However, manual processes lead to delays (average visa processing exceeding five days, MIER 2022). JIM’s digital strategy focuses on online applications, advanced biometric verification, and mobile solutions to expedite processing, enhance security, and improve traveller experience, fostering a more globally connected Malaysia.

CelcomDigi can support through:

• User-centric Online Visa Application Portal: CelcomDigi can provide expertise to JIM for developing a user-friendly online portal accessible on various devices. This portal should offer clear instructions, multiple language support, and a streamlined application process. Integration with secure payment gateways like Stripe or PayPal eliminates the need for physical money exchange. Robust security measures are crucial to protect sensitive applicant data. CelcomDigi’s cybersecurity expertise can be utilised to implement MFA during login and critical actions, adding an extra layer of security. All applicant data within the portal should be safeguarded with secure data encryption protocols like Secure Hash Algorithm (SHA). SHA ensures data integrity by generating a unique fingerprint for each data set, preventing unauthorised alterations.
• Automated Border Control Gates (eGates) with Advanced Biometric Verification: Deploy secure eGates at immigration checkpoints. These gates can utilise a combination of facial recognition technology and iris scanners for self-service immigration clearance for enrolled travellers. Iris scanning offers a higher degree of accuracy and is less susceptible to variations compared to solely relying on facial recognition. eGates can integrate with secure databases like the National Registration Department (NRD) to verify the identity and travel documents of Malaysian citizens in real-time. For foreign travellers, integration with international databases can be explored for enhanced security checks. To prevent fraudulent use of photos or masks, CelcomDigi can integrate liveness detection technology with AI capabilities into eGates. This technology analyses facial movements or requires blinking to confirm a real person is present, deterring unauthorised access attempts. AI algorithms can further enhance liveness detection by analysing subtle physiological changes that are difficult to replicate with static images.
• Mobile App for Streamlined Travel Experience: CelcomDigi can partner with JIM to launch a mobile application which can integrate with a real-time queue management system at airports or border checkpoints. This allows users to track wait times and receive updates on queue movement, improving the overall travel experience. The app can provide a personalised dashboard displaying visa application status, travel history, and important immigration updates relevant to the user’s nationality. Push notifications can be used for critical alerts like visa expiry reminders. The mobile app should also offer secure login options like fingerprint or facial recognition for added convenience and security.

Jabatan Pendaftaran Negara (JPN)

The Jabatan Pendaftaran Negara (JPN) plays a central role in Malaysian society, managing the national registration system for over 32 million citizens according to DOSM, 2023. JPN issues critical identity documents like MyKad (Malaysian identity card) and birth certificates, ensuring their accuracy and security is paramount. However, the rising population and increasing demand for online services expose limitations in the current system. JPN wait times for document renewals can exceed two hours (JPN Citizen Satisfaction Survey, 2022), highlighting the need for modernisation. JPN’s digital strategy prioritises secure online identity management platform, enhanced data security and streamlined online applications. By embracing digital solutions, JPN aims to create a more accessible, efficient, and secure identity management system for all Malaysians.

CelcomDigi can support through:

• Secure Online Identity Registration and Management Portal: CelcomDigi can partner with JPN to develop a secure online portal built on a robust cloud infrastructure. This platform will offer an intuitive interface designed for easy navigation, even for citizens with limited technical expertise. The interface should be accessible on various devices, including desktops, laptops, tablets, and smartphones. The platform should cater to Malaysia’s diverse population by offering support for multiple languages, including Malay, English, Mandarin, Tamil, and Iban. This inclusivity ensures all citizens can access and manage their identity information conveniently. Besides, multi-factor authentication adds an extra layer of security during login and critical actions. This can involve a combination of factors like passwords, one-time PINs sent via SMS or secure mobile apps, or biometric authentication using fingerprints or facial recognition. JPN citizen data is highly sensitive. CelcomDigi’s expertise in data security can be leveraged to implement robust data encryption protocols like Advanced Encryption Standard (AES) or its successors. AES utilises complex algorithms to scramble data, making it unreadable by unauthorised users even if intercepted.
• Mobile App for Convenient Identity Management: A mobile app developed by CelcomDigi can further enhance JPN’s service delivery. The app should offer secure login options employing fingerprint or facial recognition technology for added convenience. Biometric authentication utilises unique physical characteristics to verify a user’s identity, eliminating the need to remember complex passwords. Moreover, secure access to personal information like birth certificates and MyKad details allows citizens to readily verify their identity for various purposes. This eliminates the need to carry physical copies or request duplicates frequently. Real-time tracking of application status for renewed documents keeps citizens informed and reduces anxiety during the renewal process. This feature leverages Application Programming Interfaces (APIs) for seamless data exchange between the mobile app and JPN’s internal systems. APIs act as intermediaries, allowing the app to securely retrieve data on application progress without compromising system security. Besides, the app can integrate with JPN’s appointment scheduling system, allowing citizens to book appointments for in-person services at JPN offices. This streamlines the process and reduces waiting times.
• Enhanced Data Security Measures: CelcomDigi’s collaboration with JPN would extend beyond infrastructure development. CelcomDigi’s cybersecurity experts can assist JPN in implementing a comprehensive data security strategy. Partnering with CelcomDigi allows JPN to leverage best practices in data security. This includes implementing robust security protocols like firewalls, intrusion detection and prevention systems (IDS/IPS), and regular security audits to identify and address vulnerabilities. Additionally, data anonymisation techniques can be used to protect sensitive information during analysis, further minimising the risk of data breaches. Furthermore, regular security audits conducted by CelcomDigi’s security specialists can proactively identify potential weaknesses in JPN’s systems. Penetration testing involves simulating cyberattacks to assess the system’s ability to withstand real-world threats. These proactive measures help JPN stay ahead of evolving cyber threats and safeguard citizen data.

Jabatan Alam Sekitar (JAS)

Also known as The Department of Environment (DOE), JAS plays a critical role in safeguarding Malaysia’s natural environment, with a mandate to ensure clean air, clean water, and sustainable land use practices. Malaysia boasts rich biodiversity, with over 15,800 species of flowering plants and 620 species of mammals documented However, rapid development and industrialisation pose significant challenges and JAS has embarked on a digital transformation journey to enhance environmental monitoring, empower public participation and strengthen enforcement capabilities By leveraging CelcomDigi’s expertise in connectivity, data analytics, and mobile application development, JAS can create a robust digital ecosystem to address environmental challenges and promote a sustainable future for Malaysia.

CelcomDigi can support through:

• Real-time Environmental Monitoring with Low-Power Wide-Area Networks (LPWAN): Traditional environmental monitoring methods face challenges in remote ecological zones due to limited accessibility and power infrastructure. CelcomDigi can partner with JAS to deploy a comprehensive Internet of Things (IoT)-based monitoring system utilising Low-Power Wide-Area Networks (LPWAN) technologies. LPWAN technologies like LoRaWAN (Long Range Wide Area Network) and NB-IoT (Narrowband Internet of Things) are specifically designed for communication over long distances with low power consumption. This makes them ideal for battery-powered sensors deployed in remote locations like forests and rivers. This system would involve strategically placing environmental sensors across diverse ecosystems to collect real-time data on air and water quality parameters (e.g., temperature, pH, dissolved oxygen), deforestation indicators (e.g., canopy cover changes) and specific pollutants (e.g., CO2, NOx, SO2). CelcomDigi’s extensive cellular network infrastructure can be leveraged to establish LPWAN connectivity. Data from these sensors would be transmitted securely to a central platform. Furthermore, a cloud-based data analytics platform can be developed to collect, analyse, and visualise the real-time environmental data. This platform would utilise tools like data dashboards and Geographic Information Systems (GIS) to provide JAS with comprehensive insights to support informed decision-making for environmental protection.
• AI-powered Image Recognition for Forest Fire Detection and Prevention: Forest fires pose a significant threat to Malaysia’s natural ecosystems. CelcomDigi can collaborate with JAS to develop an AI-powered forest fire detection system using high-resolution cameras equipped with weatherproofing and night vision capabilities at critical locations by utilising CelcomDigi’s cellular network infrastructure for reliable data transmission from remote camera locations. They can also implement edge computing devices for real-time image processing at camera locations. These devices would be equipped with AI algorithms trained on vast datasets of forest fire and non-fire images. In case of fire detection, an immediate alert is sent to JAS authorities via the cellular network, along with relevant information like location and image data.
• Citizen Science Platform for Public Environmental Engagement: Raising public awareness and encouraging participation in environmental protection efforts is crucial. CelcomDigi can partner with JAS to develop the “MyHijau” strategic scheme that utilises citizen science principles. Key functionalities would include time-bound challenges that encourage users to participate in eco-friendly activities like waste reduction, tree planting, or beach clean-ups. Gamification elements like points, badges, and leaderboards can increase user engagement and motivation. Integrating real-time air quality data, pollution levels, and deforestation information from JAS’s central platform. This allows users to understand the environmental conditions in their surroundings. Furthermore, the scheme can enable users to contribute data to environmental monitoring efforts. This could involve features like reporting pollution incidents, uploading photos of invasive species, or participating in surveys about local environmental concerns.

Lembaga Hasil Dalam Negeri (LHDN)

Lembaga Hasil Dalam Negeri (LHDN), also known as the Inland Revenue Board of Malaysia, is the primary agency responsible for collecting taxes in Malaysia. They administer various direct taxes, including income tax, real property gains tax, and stamp duty. LHDN plays a crucial role in generating government revenue to fund public services and infrastructure development. In line with the government’s push for digitalisation, LHDN has implemented a digital transformation strategy aimed at simplifying tax filing and collection processes. They are focusing on increasing online tax filing rates, enhancing data security, and improving taxpayer service delivery. According to the LHDN Annual Report 2022, only around 80% of individual taxpayers filed electronically in 2022. LHDN aims to increase this percentage significantly in the coming years.

CelcomDigi can support through:

• Secure Online Tax Filing Platform with Enhanced User Interface: Filing taxes can be a complex and time-consuming process for many individuals and businesses. The current LHDN online tax filing platform can be overwhelming for some users, especially those unfamiliar with tax filing procedures. CelcomDigi can partner with LHDN to develop a more user-friendly and secure online tax filing platform. This platform would incorporate an intuitive user interface with clear instructions and step-by-step guidance. Integration with relevant databases, such as payroll systems and bank accounts, could pre-populate tax forms, reducing manual data entry and minimising errors. Additionally, the platform would utilise multi-factor authentication and robust encryption to safeguard taxpayer information. A user-friendly and secure online tax filing platform can significantly increase the adoption of e-filing, reducing administrative burdens on LHDN and taxpayers alike.
• Secure Mobile App for Tax Management: Many Malaysians access the internet primarily through their mobile devices. A mobile app can offer a convenient and accessible way for taxpayers to manage their tax affairs. CelcomDigi can develop a secure mobile app for LHDN. This app would allow taxpayers to view their tax assessments, track tax payments, and submit supporting documents electronically. The app could also integrate features for tax calculators and reminders for important deadlines. Similar to the online platform, the mobile app would prioritise robust security measures to protect sensitive taxpayer data. A user-friendly mobile app can further enhance accessibility and convenience for taxpayers, encouraging them to manage their tax obligations more effectively.
• Real-Time Data Analytics and AI-powered Risk Assessment: Tax evasion is a significant challenge for LHDN. Traditional methods of detecting tax fraud can be labour-intensive and time-consuming. CelcomDigi can collaborate with LHDN to implement real-time data analytics and AI-powered risk assessment tools. These tools would analyse taxpayer data from various sources, including income statements, bank transactions, and property records, to identify potential inconsistencies or irregularities. This could help LHDN focus their audit efforts on high-risk cases, improving efficiency in detecting and deterring tax evasion. Furthermore, real-time data analytics can provide LHDN with valuable insights into taxpayer behaviour, allowing them to refine tax collection strategies and improve overall tax administration.

Jabatan Kebajikan Masyarakat (JKM)

Jabatan Kebajikan Masyarakat (JKM), also known as the Department of Social Welfare Malaysia, is the primary agency responsible for providing social welfare services to vulnerable groups in Malaysia. They cater to a wide range of beneficiaries, including the elderly, persons with disabilities, children in need of care, and victims of abuse. JKM’s core functions include providing financial assistance, social counselling, and rehabilitation services. In line with the government’s emphasis on digital inclusivity, JKM has embarked on a digital transformation journey to enhance service delivery and accessibility for beneficiaries. Their digital strategy focuses on digitising core services, improving data management through a Centralised Beneficiary Management System (CBMS), and strengthening communication channels. According to the JKM Annual Report 2021, only around 60% of JKM’s service applications were submitted electronically in 2021. JKM aims to significantly increase this percentage in the coming years.

CelcomDigi can support through:

• Secure Online Service Application Platform with Multi-factor Authentication and Role-Based Access Control (RBAC): Currently, many JKM services, such as financial assistance applications and social counselling requests, require physical submissions at JKM offices. This can be inconvenient and time-consuming for beneficiaries, especially those in remote areas. CelcomDigi can partner with JKM to develop a secure online service application platform. This platform would allow beneficiaries to apply for various JKM services electronically, including submitting required documents and tracking application status through a user-friendly applicant dashboard. The platform would incorporate user-friendly interfaces, language translation options, and accessibility features using Web Content Accessibility Guidelines (WCAG) to cater to a diverse range of beneficiaries. Robust security measures, including multi-factor authentication (MFA) and data encryption, would safeguard sensitive beneficiary information. An online service application platform can significantly improve accessibility and convenience for beneficiaries, reducing the need for physical visits to JKM offices.
• Mobile App for Beneficiary Communication and Support with Push Notifications and Geolocation Services: A mobile app can provide a direct and convenient channel for JKM to communicate with beneficiaries and offer support services. CelcomDigi can develop a secure mobile app for JKM. This app would allow beneficiaries to receive personalised notifications (push notifications) about appointments, application updates, and relevant information. They can access educational resources and connect with JKM support staff through secure in-app chat functionality. Integration with relevant social service providers’ databases using Application Programming Interfaces (APIs) could enable beneficiaries to find nearby support services, such as healthcare facilities or counselling centres, leveraging geolocation services. The app could also incorporate features for reporting incidents or seeking emergency assistance. A user-friendly and secure mobile app can enhance communication, provide timely support, and empower beneficiaries to manage their social welfare needs more effectively.
• AI-powered Chatbot for Information Dissemination and Service Guidance with Natural Language Processing (NLP): JKM receives numerous inquiries from beneficiaries seeking information about services and procedures. Handling these inquiries manually can be time-consuming and resource-intensive. CelcomDigi can collaborate with JKM to implement an AI-powered chatbot. This chatbot would be integrated into the JKM website and mobile app, allowing beneficiaries to interact with JKM virtually. The chatbot would be trained on a comprehensive knowledge base of JKM services, policies, and frequently asked questions, utilising Natural Language Processing (NLP) to understand user intent and provide relevant responses. It could provide information, answer inquiries, and guide beneficiaries through the service application process with a conversational interface. An AI-powered chatbot can enhance accessibility, reduce the burden on JKM staff, and provide 24/7 support to beneficiaries.

Key Takeaways

• Strategic partnerships between CelcomDigi and Malaysian public sector agencies can propel national digital transformation. CelcomDigi’s advanced network infrastructure, secure communication solutions, and data analytics expertise can empower public sector agencies to improve service delivery efficiency, enhance citizen engagement, and drive innovation across various sectors.

• Technology plays a critical role in modernising public services. By leveraging CelcomDigi’s expertise in areas like cloud computing, big data analytics, and cybersecurity, public sector agencies can streamline administrative processes, develop data-driven insights for informed decision-making, and improve public safety measures.

• Collaboration fosters citizen-centric service delivery. Through partnerships with CelcomDigi, public sector agencies can develop user-friendly online platforms for service applications, implement secure mobile communication channels for citizen engagement, and facilitate accessible e-government services, ultimately enhancing the citizen experience.