PELAPORAN SEMINAR i-IMATEC

PELAPORAN SEMINAR





DIGITAL HOT TRENDS & DIGITAL LEADERSHIP MASTERCLASS



















































TAHUN 2017
KLUSTER INOVASI TEKNOLOGI PENGURUSAN (I-IMATEC)
INTAN BUKIT KIARA

1 DIGITAL HOT TRENDS (DHT) SIRI 1/2017 "Cyber Intelligence : Make
It Real! Make It Happen!"
2. Digital Leadership Masterclass Siri 1/2017

3. DIGITAL HOT TRENDS (DHT) SIRI 2/2017 "Hype-Converge
Infrastructure (HCI)
4. DIGITAL HOT TRENDS (DHT) SIRI 3/2017 “Implementing A Mobile

Digital Government” 

5. DIGITAL HOT TRENDS (DHT) SIRI 4/2017 “SOFTWARE
ENGINEERING : A SYSTEM MUST BE USABLE – QUALITY FIRST!

6. DIGITAL HOT TRENDS (DHT) SIRI 5/2017 "Gearing Up Data Talents
for Digital Government "


7. DIGITAL HOT TRENDS SERIES 6/2017 – “Digital Business
Transformation” 

8. Digital Leadership Masterclass Siri 2/2017 





























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17 Mac 2017












DIGITAL LEADERSHIP MASTERCLASS

SIRI 1/2017


“Humanising Digital Government Standard


for Citizen Centric Service Delivery”










































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1.0 PENGENALAN DAN OBJEKTIF PROGRAM


Perkembangan teknologi ICT berlaku dengan amat pantas. Seiring dengan itu,

sektor awam sewajarnya memikirkan kaedah menambahbaik perkhidmatan

ICT selari dengan perkembangan dunia digital kerana pencapaian transformasi
digital sesebuah negara diukur dengan penerimaan rakyat terhadap

perkhidmatan digital yang dibekalkan secara atas talian.


Justeru itu, program Digital Leadership Masterclass (DLM) Siri 1/2017
mengorak langkah sebagai salah satu program baharu ke arah ketersediaan

penjawat awam menghadapi gelombang dunia digital masa hadapan dan

menerima perubahan penyampaian perkhidmatan dalam talian.


Program Digital Leadership Masterclass Siri 1/2017 bertemakan “Humanising

Digital Government Standard for Citizen Centric Service Delivery” telah
dihadiri oleh seramai 79 pegawai kanan, gred 48 ke atas dari Kementerian,

Setiausaha Kerajaan Negeri, Pejabat KSN, JPA, INTAN, MAMPU, MDEC dan
Institusi Latihan Awam.


Penceramah jemputan adalah Ms. Olivia Neal, Timbalan Pengarah, Standards

Assurance at Government Digital Service, United Kingdom. Beliau memainkan

peranan utama dalam transformasi digital United Kingdom yang memperolehi
kedudukan pertama dalam United Nations E-Government Survey 2016.




2.0 UCAPAN ALU-ALUAN TIMBALAN PENGARAH KANAN INTAN


Dalam ucapan alu-aluan, YBhg. Dato’ Dr. Syed Omar Shariffudin Bin Syed

Ihsan, Timbalan Pengarah, INTAN Bukit Kiara berharap pengetahuan daripada
DLM ini dapat dimanfaatkan oleh pegawai-pegawai kanan dan pakar-pakar




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digital sektor awam untuk merealisasikan kewujudan sektor awam sebagai

sebuah kerajaan digital. Beliau menghargai kerjasama antara INTAN dan
Malaysia Digital Economy Corporation (MDEC) dalam menjayakan program ini.

Kolaborasi antara kedua-dua organisasi ini menggalakkan interaksi terbuka
dan input daripada pakar-pakar tempatan dan antarabangsa, sekali gus

membolehkan peserta meluaskan perspektif mereka mengenai inisiatif digital

antarabangsa. Selain itu, beliau berpendapat bahawa enam siri program DLM
yang dirancang tahun ini dapat mengkaji semula usaha yang diperlukan untuk

mempercepatkan momentum transformasi digital negara bagi mengemudi
perjalanan Malaysia ke arah mencapai negara maju menjangkaui tahun 2020

khususnya melalui Transformasi Nasional 2050 (TN50).


Menurut beliau lagi, Malaysia telah secara aktif melaksanakan pelbagai inisiatif

digital untuk meningkatkan penyampaian perkhidmatan sejak tahun 1991
sempena pelancaran Wawasan 2020. Pada masa itu, Kerajaan bermula

dengan tujuh (7) program perdana Multimedia Super Corridor termasuk inisiatif
e-Kerajaan dan seterusnya mengalami perubahan daripada penyediaan

maklumat dalam talian (eGov 1.0, 1995) kepada penyediaan transaksi dalam

talian (eGov 2.0, 2007). Pada masa kini, Malaysia berada dalam era eGov 3.0
yang mengubah dan meningkatkan sistem penyampaian perkhidmatan dalam

talian secara inklusif dengan mengambil kira pandangan dan penglibatan
rakyat.


Pelbagai usaha juga telah diambil untuk meningkatkan keselamatan

perkhidmatan dalam talian iaitu melalui integrasi, piawaian dan penggabungan

infrastruktur ICT seperti Government Integrated Telecommunications Network
(1Gov *Net), Pusat Data Sektor Awam (PDSA), 1Malaysia One Call Centre

(1MOCC), Malaysia Government Comprehensive Managed ICT Security Services

(MYGSOC) serta inisiatif-inisiatif lain. YBhg. Dato’ Dr. juga menekankan
bahawa pembangunan pelan strategik, peraturan dan garis panduan seperti

Rancangan Malaysia ke-11 (2016-2020) dan Pelan Strategik ICT Sektor Awam
(2016-2020) telah menggalakkan pelaksanaan serta peningkatan sistem

penyampaian dalam talian yang berfokuskan rakyat secara berkesan dan
selamat.


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Berdasarkan Rancangan Malaysia ke-10, Malaysia telah melaksanakan
sejumlah 13,483 perkhidmatan dalam talian. Walau bagaimanapun, Laporan

UN E-Government Survey 2016 menunjukkan bahawa kedudukan negara dalam
Indeks Perkhidmatan Online (OSI) telah menurun daripada 31 (pada tahun

2014) kepada 40 (pada 2016), manakala Indeks e-Penyertaan (Epart) juga

telah menurun dari 47 ke 59 untuk tempoh yang sama. Ini telah menyebabkan
kedudukan Indeks Digital e-Kerajaan (EGDI) jatuh dari 52 (pada tahun 2014)

kepada 60 (pada 2016).



YBhg. Dato’ Dr. mengingatkan penjawat awam supaya menjadikan tahun 2017
sebagai tahun penyampaian selaras dengan pengisthiyaran tahun 2017

sebagai Year of Internet Economy oleh YAB Perdana Menteri Malaysia. Beliau
berharap penyelarasan di kalangan kementerian dan jabatan akan menjadi

lebih baik dalam menyampaikan pekhidmatan kepada rakyat.



3.0 SESI PERKONGSIAN PENCERAMAH JEMPUTAN



Penceramah : Ms. Olivia Neal
Deputy Director (Standard Assurance)

Government Digital Service
London, United Kingdom


LAPORAN PEMBENTANGAN



Dalam sesi ceramah oleh Ms. Olivia Neal, yang bertajuk “Humanising Digital
Government Standard for Citizen Centric Service Delivery”, Ms. Olivia Neal telah

berkongsi pengalamannya dalam melaksanakan Perkhidmatan Digital Kerajaan
(GDS) di United Kingdom (UK). Menurutnya, objektif utama pelaksanaan GDS di UK

adalah untuk menyediakan perkhidmatan secara digital kepada rakyat di samping

menjimatkan kos. Pelaksanaan GDS juga menggalakkan perubahan paradigma yang
penting di mana keperluan rakyat diberi keutamaan. Sebarang perkhidmatan digital

yang disediakan diuji dengan pengguna dan bukannya dengan stakeholder. Syarikat


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swasta juga dilibatkan secara tidak langsung dalam pelaksanaan GDS di UK bagi

memperoleh idea-idea bernas dalam menjayakan konsep GDS di UK.


Beberapa langkah telah diambil untuk melancarkan pelaksanaan GDS di UK seperti
berikut:



1. Mewujudkan Laman Web Kerajaan Digital


Satu laman web utama diwujudkan dengan format yang tetap serta mudah
digunakan. Sebanyak 700 laman web kecil yang sedia ada ditutup untuk

menjimatkan kos penyelenggaraan. Laman web utama yang baru juga

dibangunkan dengan menggunakan reka bentuk dan kod-kod yang
dikongsi.


2. Government Service Design Manual


Government Service Design Manual disediakan untuk menerangkan

prosedur membina perkhidmatan digital selaras dengan kerajaan

persekutuan bagi memastikan kualiti perkhidmatan digital yang disediakan
adalah setanding secara keseluruhannya.


3. Digital Service Standard


Digital Service Standard digunakan untuk membina Government Service

Design Manual. Digital Service Standard mengandungi 18 kriteria untuk

memberi perkhidmatan digital yang baik, seperti di bawah:
 Understand user needs
 Do ongoing user research

 Have a multidisciplinary team
 Use agile methods
 Iterate and improve frequently
 Evaluate tools and systems

 Understand security and privacy issues
 Make all new source code open
 Use open standards and common platforms


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 Test the end-to-end service
 Make a plan for being offline
 Make sure users succeed first time
 Make the user experience consistent with GOV.UK

 Encourage everyone to use the digital service
 Collect performance data
 Identify performance indicators
 Report performance data on the Performance Platform
 Test with the minister


4. Pasukan GDS bertanggungjawab dalam menilai dan menguji sebarang
perkhidmatan digital yang ingin dibangunkan sebelum merujuk kepada

pengguna. Ini adalah untuk memastikan setiap perkhidmatan digital yang

dicadangkan mengikut piawaian yang telah ditetapkan oleh kerajaan.


5. Blog


Blog khas dibangunkan untuk melaporkan semua perkhidmatan dan
inisiatif kerajaan yang baru. Di samping itu, komen-komen yang positif dan

negatif mengenai perkhidmatan GDS juga dipaparkan dalam blog ini.


6. Pembelian teknologi


Pembelian teknologi diuruskan dengan melantik kontraktor yang besar,
sesuai dengan kehendak kerajaan supaya operasi kontraktor adalah lebih

cekap dan menjimatkan. Namun demikian, kontrak yang diberikan tidak

boleh melebihi setengah juta dan tempoh kontrak mestilah kurang atau
sama dengan 2 tahun. Produk open source juga diberi pertimbangan yang

setara dengan produk lain dan penggunaan cloud juga digalakkan.


7. Digital Marketplace


Konsep Digital Marketplace dapat memperkenalkan pelbagai jenis

kontraktor termasuklah kontraktor perniagaan kecil. Ini dapat mewujudkan
supply chain yang baharu.



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8. Laman Web Gov.Uk.Verify


Laman web ini digunakan untuk tujuan mengenalpasti seseorang individu.


9. Laman Web Gov.Uk.Notify


Pengguna di beri notifikasi mengenai permohonan, pertanyaan dan

sebagainya melalui SMS atau emel (teks / e-mel).




Mengikut penceramah, masa depan GDS adalah untuk membentuk transformasi
perniagaan pada keseluruhan kerajaan dan bukan sekadar perkhidmatan kerajaan

digital. Ini telah membuka peluang kepada keperluan latihan dan pembangunan
sumber manusia bagi mengasah kemahiran dan keupayaan penjawat awam. Privasi

data juga diberi perhatian yang kritikal di samping menggalakkan perkongsian
platform antara kerajaan. Penceramah menasihatkan agar kita sentiasa berkongsi

apa yang telah dibina dan dipelajari daripada pendekatan terbaik negara lain untuk

menyediakan perkhidmatan yang lebih baik. Penceramah menggalakkan
pembentukan komuniti yang melibatkan pereka dari pelbagai kerajaan untuk

berkongsi kepakaran dalam bidang tertentu dan seterusnya menjalin hubungan yang
rapat di antara kerajaan serta rakyat bagi membina kepercayaan rakyat dalam

menggunakan perkhidmatan digital.

























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SESI PERBINCANGAN




1. Apakah strategi yang telah dilaksanakan untuk menggalakkan penggunaan
data terutamanya data terbuka?



Penggunaan data terbuka di UK melibatkan perubahan budaya yang turut
disokong oleh pegawai di peringkat atasan. Seorang champion dipilih

di setiap jabatan untuk melaksanakan penggunaan data terbuka di jabatan
masing-masing.


2. Adakah terdapat sebarang arahan rasmi atau rang undang-undang untuk

memastikan perkongsian data dalam kerajaan UK?


Ya, terdapat rang undang-undang yang menitikberatkan perkongsian data dalam

kerajaan.


3. Bagaimanakah keperluan stakeholder dengan kepentingan yang berbeza-

beza dipenuhi semasa memperkenalkan sesuatu rekabentuk human
centric dalam perkhidmatan digital?


Setiap perkhidmatan digital yang dibina perlulah memenuhi keperluan pengguna

dan pada masa yang sama, menjimatkan wang. Perkhidmatan digital ini diuji

dengan pengguna dan hasil daripada pengujian ini dibentangkan kepada
stakeholders untuk mendapat kepercayaan mereka.


4. Bagaimanakah infrastruktur digital di UK? Adakah fibre digunakan di UK?


Fibre tidak digunakan di UK. Malahan, akses Internet berkelajuan tinggi juga

tidak terdapat di UK. Namun demikian, kerajaan UK sedang berusaha untuk

melancarkan perkhidmatan 5G dan ini merupakan cabaran besar kepada
kerajaan UK.




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5. Bagaimanakah rakyat di UK mendapat akses kepada perkhidmatan digital?
Adakah wi-fi percuma atau talian data dibekalkan?


Rakyat di UK membayar untuk menggunakan wi-fi sendiri. Perpustakaan di UK

membekalkan wi-fi percuma untuk memudahkan akses kepada perkhidmatan

digital. Di samping itu, semua perkhidmatan digital yang dibina adalah responsif
dan boleh digunakan dengan baik pada tablet / telefon mudah alih / desktop.


6. Bagaimanakah kerajaan UK mempraktikkan polisi dan kemahiran berkaitan

penggunaan perkhidmatan digital kepada rakyat di UK tanpa mengira sama

ada populasi tersebut adalah populasi milenium atau matang?


Dalam konteks ini, memahami dan melibatkan diri dengan pelbagai pengguna
adalah penting. Setiap jabatan yang memberi perkhidmatan digital

bertanggungjawab dalam memastikan pengguna dapat menggunakan
perkhidmatan digital yang disediakan dengan mudah. Kerjasama daripada

organisasi bukan kerajaan atau badan amal disediakan untuk membantu

pengguna yang tidak berupaya untuk menggunakan perkhidmatan digital.


7. Bagaimanakah kerajaan UK menangani isu yang berkaitan dengan
perkhidmatan cloud and adakah sebarang polisi diperkenalkan untuk

menyokong pelaksanaan perkhidmatan cloud?


Kerajaan UK menggunakan perkhidmatan cloud seperti gmail dan Microsoft365.

Antara perkara yang dititikberatkan dalam penggunaan cloud adalah isu
keselamatan. Di UK, maklumat diklasifikasikan dalam tiga peringkat: official,

confidentiality and secret.


8. Memandangkan perkhidmatan digital dibekalkan secara atas talian, adakah

kerajaan UK mengalami isu berkaitan dengan keselamatan siber?


Ya, namun National Cyber Security Center bertanggungjawab secara langsung
dalam menangani isu-isu berkaitan keselamatan siber.


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9. Adakah GDS di UK dioptimumkan pada shared service platform dalam
cloud di mana ini diuruskan oleh kontraktor utama kerajaan?


Kebanyakan perkhidmatan digital digunakan melalui public cloud and syarikat

Microsoft menguruskan pusat data secara keseluruhannya di UK

Ini membolehkan data yang sesuai dan diperlukan boleh diperoleh secara
selamat melalui capaian yang betul.


10. Adakah sebarang garis panduan/ piawaian dilaksanakan untuk
membolehkan jabatan menggunakan perkhidmatan cloud awam di UK?


Ya.


11. Adakah penjawat awam di UK melaksanakan tugas di samping

mengamalkan keseimbangan hidup (work life balance)?


Secara umumnya, kebanyakan penjawat awam gembira dengan kerajaan

yang melaksanakan waktu bekerja dari pukul 9 pagi hingga 6 petang, Isnin -
Jumaat. Terdapat juga penjawat awam yang dikehendaki untuk bertugas lebih

masa dan pada masa-masa yang diperlukan seperti pegawai teknikal. Pelbagai
keistimewaan seperti cuti tahunan dan bersalin diberikan kepada penjawat

awam.


12. Apakah strategi yang digunakan untuk memastikan penyampaian

perkhidmatan memenuhi piawaian yang ditetapkan?


Terdapat sedikit kekeliruan di antara perkara yang perlu dijalankan dengan cepat

dengan perkara terbaik yang mesti dilakukan dalam jangka masa yang panjang.
Untuk memastikan penyampaian perkhidmatan adalah pada tahap terbaik,

champion yang dilantik di setiap jabatan perlulah dilatih menjadi pemimpin digital
supaya mereka boleh memastikan perkhidmatan digital dilaksanakan dengan

efisien.




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13. Bolehkah anda berkongsi pengalaman dalam mentranformasikan konsep

kerajaan digital dan merangkumkan kandungan digital dalam satu laman
web?


Usaha untuk mentranformasikan konsep kerajaan digital dan merangkumkan

kandungan digital dalam satu laman web mengambil masa yang panjang iaitu

selama 2 tahun. Walaupun satu laman web kerajaan diwujudkan, kandungan
laman web ini masih di bawah tanggungjawab jabatan-jabatan yang berkaitan.


14. Kebanyakan perkhidmatan digital kerajaan dilaksanakan secara atas

talian. Namun demikian, terdapat juga perkhidmatan kaunter yang

disediakan di mana perkhidmatan kaunter selalunya lebih popular
berbanding perkhidmatan atas talian disebabkan faktor interaksi dengan

orang ramai. Adakah kerajaan UK mengalami masalah yang sama? Adakah
perkhidmatan seperti chat room disediakan untuk menangani masalah ini?


Kerajaan UK kini sedang mengkaji pelaksanaan Web Chat untuk menambahkan

interaksi dengan orang ramai. Walau bagaimanapun, fokus utama pasukan GDS

adalah untuk memastikan perkhidmatan digital yang dibekalkan adalah jelas dan
mudah digunakan oleh pengguna. Pengguna sepatutnya boleh menggunakan

perkhidmatan digital tanpa atau dengan masalah yang minimum.







Disediakan oleh:
Kluster Inovasi Teknologi Pengurusan (i-IMATEC)

Mac 2017












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GAMBAR SEKITAR PROGRAM
DIGITAL LEADERSHIP MASTERCLASS SIRI 1/2017

































VIP Digital Leadership Masterclass Siri 1/2017

































Ucapan Alu-aluan oleh Timbalan Pengarah Kanan INTAN

Penyampaian cenderahati kepada penceramah jemputan



































Peserta Digital Leadership Masterclass Siri 1/2017









2

Moderator dan penceramah jemputan




































Penceramah jemputan Ms. Olivia Neal













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Sesi bergambar penceramah jemputan dengan peserta








































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21 Julai 2017















DIGITAL HOT TRENDS (DHT) SIRI 3/2017




“Implementing A Mobile Digital
Government”

1. Tujuan


Tujuan utama program ini adalah untuk meningkatkan kesedaran dan

perkongsian ilmu berkaitan teknologi digital terkini.


2. Latar Belakang

i. Objektif
a. Meneroka idea-idea baharu daripada trend digital semasa untuk

diadaptasi oleh agensi; dan
b. Menyediakan panduan kepada pengurusan ICT Sektor Awam untuk

mengurus sumber ICT dengan lebih efektif.
ii. Punca Kuasa (Jika ada): Sebahagian daripada KPI Kluster i-IMATEC



3. Pelaksanaan
i. Tarikh Panganjuran: 21 Julai 2017 (Jumaat)

ii. Tajuk Seminar: Implementing A Mobile Digital Government

iii. Tempat: Speaker’s Corner, Bangunan IMATEC, INTAN
iv. Jumlah Peserta: 39

v. Penganjuran Bersama:
a. Institut Tadbiran Awam Negara (INTAN); dan

b. VMware Malaysia Sdn. Bhd.

vi. Agenda program:


MASA PERKARA
9.00 pagi Pendaftaran Peserta
9.30 pagi Sesi Bergambar dan Ucapan Alu-aluan oleh INTAN
9. 40 pagi THE DIGITAL WORKSPACE: REIMAGINING THE
WORKSPACE oleh Encik Jimmy Lim, VMware Malaysia
10.30 pagi Rehat
11.00 pagi Sambungan ceramah dan sesi soal jawab
12.00 tengahari Bersurai










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vii. Gambar



























Gambar 1: Sesi bergambar bersama peserta-peserta seminar






















Gambar 2: Ucapan alu-aluan oleh Y. Brs. Timbalan Ketua Kluster i-IMATEC
(Pembangunan Digital) Dr. Mahshitah binti Abdul Manan
























Gambar 3: Sekitar Seminar Digital Hot Trends @INTAN Siri 3/2017
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Gambar 4: Sesi ceramah disampaikan oleh Encik Jimmy Lim
daripada Syarikat VMware (Malaysia) Sdn. Bhd.




























Gambar 5: Encik Jimmy Lim menerangkan mengenai Digital Workspace sebagai
pemacu kepada penyampaian perkhidmatan berpaksikan rakyat yang telah
digariskan dalam dokumen Pelan Strategik ICT Sektor Awam 2016-2020 oleh
MAMPU.


















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Gambar 6: Peserta-peserta seminar menunjukkan minat dan mengemukakan soalan-soalan
mereka terhadap kandungan ceramah.


4. Implikasi Kos


Program ini merupakan kolaborasi diantara INTAN dengan pihak swasta

dimana INTAN menyediakan tempat dan kemudahan logistik. Pihak
syarikat pula menyediakan penceramah. Secara keseluruhan,

penganjuran Seminar Digital Hot Trends @INTAN Siri 3/2017 tidak

melibatkan sebarang kos kerana INTAN hanya membekalkan tempat dan
kemudahan logistik yang sedia ada.






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5. Faedah dan Nilai Tambah


Penganjuran seminar ini dapat memperincikan kefahaman para peserta
mengenai Digital Workspace sebagai pemacu kepada penyampaian

perkhidmatan berpaksikan rakyat yang telah digariskan dalam dokumen

Pelan Strategik ICT Sektor Awam 2016-2020 oleh MAMPU.

Ilmu yang diperolehi daripada seminar ini dapat diaplikasikan di dalam
aktiviti perancangan dan strategi pengurusan ICT dalam sektor awam dan

juga boleh dikongsikan di dalam kursus-kursus berkaitan perancangan dan

strategi pengurusan ICT yang dianjurkan oleh INTAN.


6. Syor


Penganjuran seminar ini wajar diteruskan kerana ia merupakan platform

untuk perkongsian maklumat dan pengalaman antara sektor awam dan
industri memandangkan trend semasa iaitu perubahan teknologi yang

sentiasa berkembang pantas.


7. Rumusan



Penganjuran seminar ini berjaya memberi nilai tambah bukan sahaja

khusus kepada warga INTAN, malah kepada sektor awam amnya.
Seminar ini juga penting kerana ia adalah manifestasi konsep Blue Ocean

Ocean Strategy (BOS) antara INTAN dan penggiat industri digital untuk

menyebarluas maklumat dan pembelajaran industri digital terkini.
















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8 September 2017








DIGITAL HOT TRENDS (DHT) SIRI 6/2017




“Digital Business Transformation”

Successful Strategies of Digital
Transformation

through Capabilities Innovations”











































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PENGENALAN


Tujuan utama Program Seminar Digital Hot Trends dilaksanakan adalah

sebagai satu landasan perkongsian ilmu dan kemahiran mengenai trend dan
teknologi digital semasa di antara kerajaan dan sektor swasta.




OBJEKTIF PROGRAM


Di antara Objektif program ini diadakan ialah untuk:-
c. Menyebarluaskan kefahaman mengenai digital trends di kalangan

pegawai sektor awam ke arah pencapaian Kerajaan Digital dalam

usaha memacu Negara menjadi sebuah ekonomi digital yang maju
menjelang 2020;

d. Memberikan inspirasi kepada pegawai sektor awam menempuh
cabaran Kerajaan Digital dalam perancangan serta pelaksanaan

pembangunan negara yang strategik selaras dengan RMKe-11; dan
e. Menyediakan platform kolaborasi antara sektor awam dan swasta

dalam perkongsian idea dan pengalaman bagi menjajarkan halatuju

ICT negara dalam menyokong agenda transformasi digital Kerajaan



KATA ALU-ALUAN KETUA KLUSTER

Dalam ucapan alu-aluan oleh YBrs Puan Haizan binti Yusoff, Ketua Kluster,

Kluster Inovasi Teknologi Pengurusan (i-IMATEC), Institut Tadbiran Awam
Negara (INTAN) memaklumkan bahawa tajuk ceramah pada hari ini adalah

“Digital Business Transformation” dengan topik Successful Strategies of Digital
Transformation through Capabilities Innovations. Beliau berharap pengetahuan

daripada seminar ini dapat digunakan oleh semua peserta untuk memastikan
tiada pemisahan di antara bisnes dan strategi-strategi teknologi ICT. Justeru,

adalah diharapkan agar agensi kerajaan dapat menghubungkan dan

menyepadukan kedua-dua perancangan strategik bisnes dan strategi teknologi
supaya transformasi ke arah kerajaan digital dapat dilaksanakan secara

berterusan. Ini dapat dilakukan melalui amalan Enterprise Architecture (EA)
yang berperanan sebagai pelantar strategik dalam konteks evolusi dan



10

transformasi e-Kerajaan kepada Kerajaan Digital bagi memenuhi keperluan

perubahan persekitaran perkhidmatan digital kepada rakyat. Perubahan ini
mencakupi perubahan terhadap visi, misi, objektif, strategi, proses bisnes serta

penjawat awam dan hubungkaitnya dengan perubahan data dan maklumat
kerajaan, aplikasi dan teknologi.


Menurut beliau lagi, melalui pembudayaan dan amalan EA di Sektor Awam,

sesebuah organisasi dapat menilai kekuatan dan batasan landskap bisnes dan
teknologi yang sedia ada. Seterusnya dapat menyokong kecekapan,

produktiviti dan inovasi teknologi maklumat dan komunikasi (ICT) bagi tujuan

mengoptimumkan penyampaian perkhidmatan kepada rakyat.

Seterusnya beliau menekankan bagi melaksanakan amalan terbaik EA ini,

agensi di sektor awam perlu menggunakan metodologi 1GovEA yang

menyediakan panduan lengkap bagi pelaksanaan EA di peringkat agensi.
1GovEA memberikan definisi baru bagi sektor awam menghadapi cabaran

meliputi aspek bisnes semasa dan persekitaran teknikal dalam sesebuah
organisasi.




SESI PERKONGSIAN PENCERAMAH JEMPUTAN



Dalam sesi ceramah oleh Encik Hasan Ganny, Chairman of Association of
Enterprise Architect (AEA) Malaysia Chapter yang bertajuk Digital

Business Transformation: Successful Strategies of Digital
Transformation through Capabilities Innovations, penceramah telah

berkongsi tujuh(7) langkah kearah Transformasi Digital iaitu:-


i. Digital Capabilities & Digital Reference Architecture - Build digital skills
competency, Equip your enterprise with digital reference architecture and
setting up of the EA tools

ii. Digital Vision & Readiness Assessment - Conduct an assessment of your
current practice and its driver, goals, needs, and people and technical
readiness

iii. Digital Architecture & Business Requirements - As-Is and To-Be Domain
Architectures are defined starting from Business & Information views,
followed by Application and Technology views

11

iv. Digital Roadmap & Migration Planning - Gaps and opportunities are
consolidated to define the Implementation Roadmap and Migration
Planning

v. Implementation & Governance - Project Management is the main role in
implementation responsible for delivering the project derived previously.


vi. Digital Operational & Change Management - The final phase of
implementation includes successfully attesting to demonstrating
meaningful use of Digital Transformation. At the same time, the change
management programs for competency and digital adoption are
implemented.


vii. Value Realization & Continuous Improvement - Emphasizes continuous
evaluation of your practice's goals and needs benefit validation or value
realization to continue improving capabilities



Namun, untuk menjayakan transformasi Digital memerlukan enam (6) teras
Digital Capabilities seperti berikut:- :-

i. Innovation Management - The capability of managing innovation-related
business processes


ii. Transformation Capability - The holistic management of extensive,
complex changes on which the organization’s future success strongly
depends.

iii. IT Excellence - The usage of new technologies to enhance ‘business
technology’ and, as a consequence, the business.

iv. Customer Centricity - The capability of focusing on the most valuable
customers by using modern technologies

v. Effective Knowledge Worker - Areas of effective knowledge working are
collaboration, work teams instead of hierarchies, knowledge sharing,
coaches instead of managers, managing by objectives.

vi. Operational Excellence - The objective of operational excellence is to
realize efficient and effective business processes through continuous
improvement and innovation.












12

SESI PERBINCANGAN Q & A

i. Apa tools / software yang perlu ada untuk membangunkan EA
di agensi

Pihak agensi perlulah berkolaborasi dan mendapat khidmat

nasihat dari pihak MAMPU bagi mendapatkan tools / software.




ii. Bagaimana untuk memulakan EA di dalam agensi?

Akan diadakan assessment of readiness on the existing dan perlu
ada short-term engagement dengan pihak MAMPU untuk
mengenalpasti (capture) semua program / projek yang
dilaksanakan di agensi dan ditukarkan ke dalam bentuk digital map

dan seterusnya mengenalpasti people, technology, proses dan
information.



iii. Bagaimana untuk agensi mengikut standard atau

methodology yang betul untuk pelaksanaan 1GovEA

Ada beberapa langkah yang perlu dipatuhi:-

- Menyemak di Central Repository untuk merujuk kepada data

organisasi

- Gunakan framework yang standard

- Principles dan governance yang perlu dipatuhi


Walau bagaimanapun pihak MAMPU dalam rangka perancangan
untuk menerangkan secara terperinci metodologi 1GovEA kepada
Kementerian.
















13

GAMBAR SEKITAR PROGRAM


SEMINAR DIGITAL HOT TRENDS SIRI 6/2017
































Gambar 1: Sesi bergambar bersama peserta-peserta seminar.
































Gambar 2: Ucapan alu-aluan oleh Ketua Kluster i-IMATEC
Y. Brs. Puan Haizan binti Yusoff.





14

Gambar 3: Sekitar Seminar Digital Hot Trends @INTAN Siri 6/2017































Gambar 4: Sesi ceramah disampaikan oleh Encik Hasan Ganny,
Chairman of Association of Enterprise Architect (AEA) Malaysia Chapter.













15

Gambar 5: Peserta-peserta seminar menunjukkan minat dan mengemukakan
soalan-soalan mereka terhadap kandungan ceramah

Disediakan oleh:

Sub Kluster Pembangunan Digital
Kluster Inovasi Teknologi Pengurusan (i-IMATEC)
Sept 2017

















16

14 September 2017








DIGITAL LEADERSHIP MASTERCLASS

SIRI 2/2017




″Enhancing Citizen Experience for Digital
Government″












































17

I. Introduction


This report covers the full length of Digital Leadership Exchange (DLE) 2017, a

national level initiative program organised by the National Institute of Public
Administration (INTAN), Public Service Department Malaysia and Malaysia

Digital Economy Corporation (MDEC) in collaboration with the Malaysian
Administrative Modernisation and Management Planning Unit (MAMPU) on 14

September 2017 at Le Meredian Putrajaya. This program allows exchange of
experience between public sector leaders, digital government drivers and

industry expertise. There were 184 delegates from various ministries and state

agencies attended the program. The theme “Enhancing Citizen Experience For
Digital Government” is to align with the mission to apply human-centered design

practice empathizing the citizen’s needs. This platform focuses on instilling digital
leaders’ experience on inculcating human values and experience design in the

development of Digital Government.




II. Objectives


The theme for the event was “Enhancing Citizen Experience For Digital
Government” and the objectives are:


 To provide a platform for sharing ideas and experiences of public sector
leaders, digital government drivers and industry experts;


 To allow both top-bottom and bottom-up information exchange;

 To understand concerns, escalate feedback and seek improvement

opportunities for digital solutions;



III. Program Highlights



The one-day program highlighted three international and local speakers from

Australia, United Kingdom and Malaysia respectively for the morning plenary
session. The afternoon program was the Roundtable Design Sprint session,

which discusses thirteen (13) themes of service delivery sectors. The program
outline is in ATTACHMENT 1.


18

A. Welcoming Remarks







































YBhg. Dato’ Dr. Syed Omar Sharifuddin bin Syed Ikhsan, Senior Deputy Director, INTAN
delivering the welcoming remarks


YBhg. Dato’ Dr. Syed Omar Sharifuddin bin Syed Ikhsan, Senior Deputy Director,

INTAN in his welcoming speech, highlighted that this program is aligned with the
government’s desire to uphold the delivery of public services through the

empowerment of the Digital Government initiatives and public participation. He

prescribed that through the sharing of ideas and experiences by the distinguished
guest speakers, public sector leaders, digital government drivers and the industry

experts, the audience will continue to establish a digital mind-set within their
organisation by embracing and adopting digital government trends, citizens’

experience service design, digital technologies and tools beyond IT personnel. He

expressed hopes that the program especially the Roundtable Design Sprint session
will enable the audience to escalate issues to higher-level leaders and to recommend

improvement opportunities in gaining economic potential, in the mission to champion
the empathy for the citizens and to provide a positive citizen experience.


In his speech, he acknowledged Malaysia’s commitment in terms of providing
government services online, which is at a great progress of 88.5%, meaning 11,932

19

out of 13,483 government services, are provided online. He commented that the new

digital culture is one in which citizens can engage in new ways to help frame policies,
shape programs, share information and receive services.


th
He reminded the audience about 11 Malaysia Plan in its quest to enhance service
delivery with citizens at the center, dialogue sessions such as Transformasi Nasional

2050 (TN50) has been actively implemented at all levels to gauge citizen’s concerns
and to find means to provide solution. This DLE program is sharing the same

sentiment, when he alerted that there is always room for improvement to bring digital
user experience to a greater height. He spoke about citizen centricity in the digital

culture that calls for government openness to empower citizens in decision-making,

speed and transparency of information, andinteraction with government through
responsive design and citizens’ participation.


The Senior Deputy Director, INTAN also spoke about embracing citizen centricity
through retraining program for government officers encompasses syllabus for human-

centered design to be developed in partnership with INTAN, universities and other
relevant stakeholders. In order for check and balance, performance metrics of citizen-

centricity needs to be developed and used to measure the citizens’ satisfaction with
the government services.



Among notable guests of honour from the public sector include YBhg. Dato’ Nor
Inchun binti Haji Mohd Salleh, Deputy Director General of Public Service (Operation),

Public Services Department; YBrs. Puan Sophia Hashim, ICT Consultant, MAMPU;
and YBrs. Dr. Mohamed Sulaiman Sultan Suhaibuddeen, Head of Government Online

Services Unit, Chief Secretary to the Government of Malaysia Office. Auspicious and

important visitor from the industry is Ir. Wan Murdani Wan Mohamad, Director of
Enabling Eco System Division, MDEC.




The full text of the Welcoming Remarks Speech is in ATTACHMENT 2.













20

The VIPs attending DLE 2017 Program. (L-R): YBrs. Dr. Mohamed Sulaiman Sultan

Suhaibuddeen, Head of Government Online Services Unit, Chief Secretary to the
Government of Malaysia Office; Ir. Wan Murdani Wan Mohamad, Director of Enabling

Eco System Division, MDEC; YBhg. Dato’ Nor Inchun binti Haji Mohd Salleh, Deputy

Director General of Public Service (Operation), Public Services Department; YBhg.
Dato’ Dr. Syed Omar Sharifuddin bin Syed Ikhsan, Senior Deputy Director, INTAN;

YBrs. Puan Sophia Hashim, ICT Consultant, MAMPU; and YBrs. Puan Haizan binti
Yusoff, Cluster Head, Cluster for Innovative Management Technology (i-IMATEC),

INTAN.




































More pictures of the program can be found at the GALLERY SECTION.





21

B. Plenary Presentations



There were three presentations during the plenary session:

i. “Digital Urban: Citizen Experience In Smart Cities” by Mr. Marcus Foth,
Professor of Urban Informatics, Queensland University of Technology,

Australia;

ii. “Transforming The Relationship Between The Citizen and The State Through

Service Design and Assurance”, by Mr. Chad Bond, Deputy Director, Standards
Assurance Team, Government Digital Service (GDS), UK; and


iii. “Cognitive Today, Digital Tomorrow: Cognitive Ergonomics Applied to Digital
Government” by Ms. Halimahtun Mohd Khalid (PhD, CHFP, KMN), Damai

Sciences Kuala Lumpur.
























































22

1. SPEAKER SESSION PLENARY 1: “DIGITAL URBAN: CITIZEN EXPERIENCE
IN SMART CITIES” BY MR. MARCUS FOTH, PROFESSOR OF URBAN
INFORMATICS, QUEENSLAND UNIVERSITY OF TECHNOLOGY,
AUSTRALIA







































Mr. Marcus Foth started his presentation being excited with the level of endorsement
of the event judging from the high turnout and participation of the government officials.

He explained that there are three main themes in his presentation namely Smart
Cities, Smart Citizens, and Citizen Participation and Engagement. He highlighted that

it is very important to understand the intersection of people, city and technology given

the fact that cities houses major world population today.


He reasoned how QUT Design Lab founded in 2006 initially to study the cyberspace

and research the visible infrastructure in the digital space; now plays significant role in

carrying projects that benefit the citizens through smart cities initiatives such as
community engagement, city designs, social science and humanities, computer

science and ICT, and building environment and architectures. Beginning 2012,

academicians and industry experts are getting more interested in the research and
further advancing the domain of smart cities, as shown in Figure 1. The aim of Urban

Informatics research is to examine, communicate and design how people, places,



23

technologies come together to co-create urban futures and experiences that are more

liveable and equitable.




















































Figure 1: Urban Informatics: The trans- and interdisciplinary research and development to
create urban futures (Source: QUT Urban Informatics, www.urbaninformatics.net)


He showed a brief video about IBM smart cities that illustrated how automation and

advancement of technology could provide efficiencies that benefit the people and the
government. He added that to be in the leadership position, one needs to know and

understand the close up view of what comprise a smart city.














24

First Theme: Smart Cities



He explained the five components of technicalities, which contribute towards smart
cities reality. The first is the broadband connectivity and is essential in connecting

people and things with a high-speed Internet access. Second is the smart personal

device equipped with sensors, such as autonomous cars, smart watches, smart home
devices, smart wireless health and security bands and smart phones. It provides

constant monitoring and real time data stream of people, places and devices for instant
Google Street View. Next is the big data that is coming from people that created digital

traces on the Internet via social media, government and sensors. Fourth is the public

interface, like the new digital experience initiative at Federation Square, Melbourne,
which provides visitors with user-generated digital content projected on interactive

LED panels. Another example is the Vivid Sydney, an annual outdoor lighting festival
with animated buildings, immersive light installations and projections in Sydney.

Copenhagen, Denmark is also pursuing its smart cities initiative giving focus in testing

smart technologies to handle the challenges of urbanisation and climate change.
Helsinki, Finland and Montreal, Canada are also enhancing cityscapes and investing

it its ambitious smart and digital cities for a sustainable living and digitally connected
society. Finally, the fifth element is the cloud computing, which provide service and

storage to collect, analyse and share data. Smart city vision involves enriching quality
of life by gaining data insights from interconnected sensors, devices and people to

improve government’s services, performance and efficiency.



Second Theme: Citizen Experience



Mr. Foth urged stakeholders to have policies to support the country’s technology
endeavours through desirable features for the greater good of humanities to ensure

that technology blends in well with citizen experience. Reiterating earlier example, he
highlighted how smart technology in Federation Square allow people to engage and

participate in public space. Discussion in Space is another prototype project in

Brisbane which offers the government to engage with residents through text messages
and tweets onto large screen. Hospitals and libraries can apply this same concept,

which allow quicker feedback and surveys from citizens. InstaBooth, a research
project on the use and design of community gives insight how citizens appreciate



25

digital and analogue interaction modules like the multi-touch screens and writing on

paper as well as the reading feedback from other citizens.


Moving on, Mr. Foth boasted about how the government supported the Aussies home

energy monitoring device that enable citizens to see in real time the usage and

consumption of their household electricity. By having this awareness, citizens are
inclined to save energy and it reduces the bill as well as eliminates inaccurate charges

of electricity bills which were previously based on flexible price points. Another benefit
given is when there is an elderly mother staying alone, their loved ones could check

their electricity usage on the phone, or otherwise be concerned if there is none. This

is a winning example for the utilities agencies in providing better services to its citizens
and in return customers are delighted with the added value experience.



He further elaborated on more examples, such as the air quality monitoring device

installed on cabs in Australia that goes around the cities collecting data on dust, air
pollution, etc; The Copenhagen Wheel, a smart electric hybrid bicycle that enable

personalised cycling experience and optimised cyclist commuting and navigations
strategies; PARK(ing) Day, is an annual worldwide event held in many cities such as

Austria and US, where citizens collaborate turning metered parking spots into

temporary public parks with the aim to have more public open space; Diner en Blanc
originated in France held in significant part of the city where dinner venue is kept secret

until an hour before dinner starts and the attendees must arrive by public transport,
bring a guest and be dressed all in white with a picnic items. Other examples he

mentioned which represent combination of art, design, sports and foodie activities are
like Parkour Graffiti, Yarn Bombing and FoodTruck Dashboard in Cities.



Mr. Foth stressed the importance to give access to citizens to engage with the

government agencies about bringing change to the city and allowing community
events that benefit the citizens. All the examples, illustrated how citizens want to

participate to co-create the city. The government recognised the citizens’ motivation

and energy through the data shared on social media. This enable the government to
do participatory data analytics, making sense of the data to further understand urban

needs towards smart cities and allowing the data to be used by the citizens for their
own purposes.



26

Third Theme: Co-Creation

The speaker explained that co-creation is an important theme of smart cities. It is a

form of economic strategy, that brings different parties, the government, citizens,

communities and NGOs to work together to bring change. He highlighted about
Double Deck Car Park project to overcome limited parking spaces around city,

neighbourhood, high rise office buildings and shopping malls. The proposal was an
output from people coming together to discuss it and to make a decision based on the

IAP2’S Public Participation Spectrum, which is fast becoming an international
standard, as shown in Figure 2. Full page version of IAP2’s Public Participation

Spectrum is in ATTACHMENT 3.

Mr. Foth further explained about City 1.0 where initially citizens conformed to what the

government decide and provide them, government served as administrators and

people are residents who just lived there. In City 2.0, the government provide services
similar to corporations and the people are consumers. However, a city is more than

just a corporation and city’s development thrives on people’s idea that comes from
different background. Hence the notion of City 3.0 and City 4.0 exist where

government recognise their role has evolved to be a facilitator and collaborator,
meanwhile the citizens are active participants who are empowered to bring change to

the society and co-create with the government.







































27

Figure 2: International Association for Public Participation (IAP2)'s Public Participation
Spectrum



He then moved on giving examples on co-creation of Urban Innovation Hubs

between government, civil society, academia and business that came together for
projects like Barcelona Urban Lab with its innovation prototype built around the

concept of urban laboratory that gives direct implications for city operations and
services like ‘public parking sensors’ and ‘smart bin level meters’; and CityStudio

Vancouver where local university students in its integrated curriculum partner up with

City of Vancouver’s staff and community to co-create experimental projects to make
Vancouver more sustainable, liveable and joyful.




Mr. Foth shared about Open & Agile Smart Cities (OASC) organisation known among
the European countries, Latin America and Australia in its vision to create and open

smart city market based on the needs of cities and communities. He urged Malaysia

to join the network and highlighted that OASC acknowledged that smart cities is

28

beyond the technical components. More importantly citizen co-creation in the smart

city is driven by implementation which consists of open innovation procurement,
projects on open data and interoperability, urban innovation hubs and living labs as

well as policy reform towards regulation as enabler or accelerators.




He concluded his presentation by sharing two books entitled “Citizen’s Right to the
Digital City” and “Digital Participation through Social Living Labs: Valuing Local

Knowledge, Enhancing Engagement, where both books was co-authored by the
speaker.




Question & Answer

Dr. Sulaiman: How can the government ensure the privacy of their citizens when it

comes to open data that is being used?

Answer : Referring to Brazil scenario, smart cities implementation is a top-

down approach which lacks transparency and accountability. There
is no access of information by the citizens and citizens do not know

what is going on with the data used by the government. It boils down to

what extent the government wants to make it realistic. A second option
would be to have a hybrid model, where government made it clear that

the openly shared data is used by the government for the
benefit of agencies and the citizens. As citizens, they would be happy

to release some level of their privacy just like the case of the home
electricity monitoring system. The citizens are okay with the

government knowing about how much they use energy for each of

their electrical appliances if that would have meant they can also
access the same data from their loved ones. Privacy will continue to be

an important topic because of the exciting development in the technology
space that will bring some change about trust, security, risk-taking and

its mediation.




Dr. Halimahtun: How do you get citizens to understand and appreciate what smart
cities and innovation entails because some may not necessarily have

29

the knowledge and education about it. In Malaysia, it’s important to have

incentives for the citizens when it comes to embracing technology such
as sharing data and using it from home. Is this the same case in other

countries?




Answer : Based on QUT research and experiences, it gives insights that doing
something innovative doesn’t always correlates to using sophisticated

technology. If this is so, it would have deprived many countries.
Innovative approaches and smart cities strategies are found in countries

like in South Africa, Brazil and India. More important is focusing on the
people and policy first because innovation is not driven by technology

alone. On educating the public about technology, we can always use the

computer science degree students and community leaders to reach out
and engage with people.
















































30

2. SPEAKER SESSION PLENARY 2: “TRANSFORMING THE RELATIONSHIP
BETWEEN THE CITIZEN AND THE STATE THROUGH SERVICE DESIGN
AND ASSURANCE”, BY MR. CHAD BOND, DEPUTY DIRECTOR,
STANDARDS ASSURANCE TEAM, GOVERNMENT DIGITAL SERVICE
(GDS), UK








































The speaker began his presentation by explaining about the vision of Digital

Government Services, which puts the user first, with services built around the users’
needs. A government is shaped by the services it provides and not the other way

round. He also emphasized that services provided by a government are based on the

verbs that users understand and makes sense to them.


He further addressed the issues related to government transformation in becoming
digital government. It is understood that government transformation is not a fast

process but a long-term journey that prone to criticism when progress is not
exponentially faster.


The speakers reminded that there are few big problems related to government

transformation. Most organisations face challenges in going through three stages as
they move to digital government:




31

1. The designs are taken seriously, whereby most efforts are directed in doing

workshops and writing strategies without much deliverables.
2. Projects were delivered but face rejection and could not last longer in service.

3. Difficulties in sustaining the design for massive scale projects.


Besides these, the speaker also highlighted that the services delivered to citizen

should be self-explanatory to create positive image in the citizen. Any unfixed
problems in delivering the services, needs a different kind of method to care for the

problem. The bigger the problem, the bigger the teamwork needed to care the
problem. Therefore, transformation needs a true team support. This can be achieved

with the concept of standard assurance that ensures money are spent only on

needed digital and technology as well as establishing quality during development
process.


The speaker elaborated that the main challenge that faced by UK government in 2009

is that expenses on IT costs £16bn, which is 1% of the UK economy. The main
objectives then were to help organisations stop unnecessary expenditure, to help

organisations deliver value for money, to help organisations deliver sustainable

government reform, and to help a smarter, cross government approach by leveraging
central expertise. Through standard assurance, huge amount of money has been

saved as :

 2011-12 : Saved £312m
 2012-13 : Saved £500m

 2013-14 : Saved £1bn+


A total of £1.7bn has been saved until 2014.This savings were possible because all

projects are verified against control processes before it is awarded. No new contracts
over £100m were given and extension were not given for projects unable to deliver on

time. Departments were given opportunity to make needed changes to get better at
‘assurance’ in delivery projects as well as meeting citizen’s needs.


As an effort to make the assurance process better and easier, a pipeline based

assurance, known as Iterating Service Assessments was introduced in 350 services
to ensure its standard. Iterating service Assessments involves three level of



32

assessment: Alpha Assessment, Beta Assessment and Live Assessment, as shown

in Figure 3. Through this assessment, about 60% of the services passed the first time
and 82% of the services passed the second time.



















Figure 3: Iterating Service Assessments




The speaker clarified that through this assessment, it was discovered that


i) assessment as principle was felt to be important
ii) assessment meetings ranged from friendly to ferocious

iii) assessors can struggle to get a true picture of what was going on
iv) there is no formally agreed benchmark of good assessment of services

v) one assessment type does not fit all.



With these findings, a Continuous Assessment Model as shown in Figure 4 was

piloted.














Figure 4: Continuous Assessment Model




The following are the findings from the Continuous Assessment Model:


 One person cannot effectively assess AND mentor a service team at the same
time


33

 Service teams and assessors need structure to make the most of their

interactions.
 The thing needs to be flexible - a one hour/fortnightly meeting does not work in

all circumstances

 Expectations needs to be set about what the team should do with
recommendations.

 We need a better understanding of the different ‘types’ of service team and their

needs.




The speaker then explained that a process called Service Team Profiling was

introduced to facilitate the findings from the continuous assessment model. Service
Team Profiling was carried out on 82 service teams that was involve in GDS service

assessments. Three main information was collected: Capability, Engagement with

GDS and Enablement. The results obtained are shown in Figure 5:
























Figure 5: Service Team Profiling



From Figure 5, about 60% of the service team are within Performers & Experience

group, 25% within High Potential & Early Promise and 15% in Constrained. However,
the % breakdown for teams that do internal assessments was not known. Thus, to

solve this problem, the supporting teams were made distinct from the assessing
teams.






34

The speaker highlighted that high capability teams are not interested in hand-holding

or a step by step guide. They mostly know how to build digital services and what they
want is a “critical friend” to peer-review their work. Therefore, assistance were given

to these teams in terms of advise, de-mystify and de-risk certain issues at their work.
This approach was tested out in mid-point workshop (17 workshops since March

2017), as shown in Figure 6. During the workshop, services teams gets to spend time

with assessors to ask the “silly” questions and air their concerns. In some instances,
conversation about scope and proposition of the service were initiated.



















Figure 6: Implementation of Workshop



These workshops have stirred engagement, collaboration and sharing of experience
as well as improvements on the practicalities of the workshop.




nd
He further elaborated on the 2 group of service teams, who are the ‘high potential
and early promise’ team, as shown in Figure 7. They tend to have less experience in

building digital services. These teams need more than just a peer-review/ critical
friend. They need a mentor / buddy /coach along their service development.




















Figure 7: High potential and early promise' team



35