By Ali Imran Mohd Noordin
KUALA LUMPUR, Jan 14 (Bernama) -- The idea of filling up forms, queuing up to pay the fees if any or to submit them reminds one of the red tape riddled counter services that Malaysians use to frown upon.
Malaysians will recall that 10 years ago they had no other avenue than to queue up or wait for their number to be called when applying for MyKad, passports and even settle telephone, electricity and water bills. And when multiple transactions are involved, the counter-hopping ritual starts.
Not anymore. Thanks to e-Service, now one can do almost anything ranging from work, business and many more all within the comfort of the home or office.
Today everything has to move fast, preferably seamless. This is where Internet has helped us to upgrade our lifestyle and the quality of life itself.
HOW IT STARTED? WHERE DO WE STAND?
Since its inception in Europe in the late 1980s, e-Service aspired various organizations to come up with value added approach to satisfy their clients.
Today the concept has become a 'must-have' feature for service providers in various industries. Organizations either big or small have put huge investment to ensure customers are served well virtually.
The e-Service wave has spread around the globe since the US government formally introduced the e-Government concept in 1993.
In 2010, United Nations e-Government Survey ranked Malaysia second out of 11 Southeast Asian (SEA) countries on its e-Government Development Index.
Among other SEA e-Service powerhouse are the number 1-ranked Singapore and number three ranked Brunei. Most countries had improved their global rankings including Malaysia that notched up to the 32nd spot out of the 189 countries involved in the survey.
MALAYSIA'S NEW WAVE
Saibani Muhamad, 30, an accounts executive here illustrated how the e-Service has become an indispensable part in him.
He started using e-Service 3 years ago with online banking being the first step. From there he moved on to use Companies Commission of Malaysia's E-Lodgment service for work purposes. A year ago he renewed his car insurance and road tax online too.
"I have been using the service to perform fund transfers, pay my utility bills and PTPTN installments as well as some shopping," he said.
Saibani later explained that he did experience minor problems especially with line connection while doing online transaction but that did not deter him from continuing to use the online services.
He encourages the public to turn to e-Service that makes life easier and stressed that `to do online transactions, you must be precise with what you want'.
Johan Kasturi, 27, and analyst from Kajang agreed that e-Service has brought convenience to him.
"With the introduction of these online services, all I need to do is to go online and follow a few simple steps that can be completed in a matter of minutes, all from the comfort of my home. It is very cost effective too".
Here, we have online portals that assist Malaysians to perform transactions with various government agencies all in one portal. Rilek e-Services (www.rilek.com.my) and MyEG Services Berhad (www.myeg.com.my) are a familiar feature for transactions involving the masses.
DON'T BE AFRAID
For some Malaysians, factors that deter them from using e-Service are lack of awareness and security issues, a misconception that it involves tedious procedure and the lack of confidence in online transactions. Some of them are not tech savvy or afraid to reveal their real identity on the Internet.
"I made my first online transaction a few years ago and haven't stopped since. Today, online transactions are more secure than it used to be three or four years ago. Financial institutions have invested a lot of time and money improving customer experience and increasing the level of security for online transactions", added Johan.
Using the web portal is as easy as A-B-C. Each website provides users ample information and clear direction to register and use the available services. Users could easily identify what to do and even undo.
This helps to ensure accuracy and reliability of information submitted leading to seamless transactions.
HOT WEBSITES
A random check on e-Service portals for this write up indicated high traffic at the Royal Malaysian Police's (PDRM) portal as members of the public were checking their summons, taking advantage over PDRM's summon discount initiative.
Meanwhile, the services offered by the Road Transport Department (JPJ) including the check for KEJARA demerit points, renewing driving licence, road tax and insurance as well as applying for the 'L' licence.
Telekom Malaysia and TNB services allow users to do online bill payment and Kuala Lumpur City Council's (DBKL) portal helps the public to check and pay assessments and composite license fees.
The Immigration lets you to renew your maid's working permit, and interestingly the National Registration Department (JPN) offers MyKad replacement service with 24-hours ready-for-collection feature!
LET'S NOT MISS THE BOAT
Currently Malaysia is ranked 16th in the world for online service development, and online transaction is fast becoming a trend among Malaysians.
It helps to cut unnecessary cost, save valuable time and most importantly allows users to conduct transaction at their own convenience.
-- BERNAMA
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