Abstract
In today’s knowledge-driven economy, information and communication technologies (ICTs) are major enablers in all sectors particularly in government departments. Furthermore, it is infinitely acknowledged that information is power, thus, in keeping up with the ICT evolution, the transformation to e-government has continued to be Malaysia’s main agenda for economic resilience, capacity building and social capital integration. However, not all government agencies are able to offer the core e-government services to the public as cost, legacy systems and advance ICT skills are the main barriers. Therefore, agencies have to resort to outsourcing where another set of issues have to be contended with. Consequently, the objective of this paper is to provide preliminary insights on a case study of a federal agency’s issues with outsourcing, specifically by assessing the feasibility of outsourcing an agency’s core e-services including other aspects of backsourcing or insourcing. Also, the findings from the qualitative inquiries and analyses would provide a new framework on outsourcing issues, particularly for e-government services. The implications of this study is that online public services are crucial to a country’s socio-economic development as this offsets other important agenda to catapult the country’s growth and wellbeing toward Vision 2020 as well as to sustain these positive developments. Also, the ripple effect of an effective and efficient e-service delivery will certainly affect other national issues such as citizen integration, public well-being, international relations, and political stability.
Highlights
In today’s knowledge-driven economy, information and communication technologies (ICTs) are major enablers in all sectors in government departments
ICTs are generally not involved in creating competitive advantage, they were viewed as primary mechanisms for creating a more efficient and better service organization
The governments in developing countries for example, are aware of the benefits of implementing e-government to enhance technology-driven economies (Banarjee & Chau, 2004; Malaysia Department of Insolvency, 2013), the need to ensure that each ministry and various units are equipped with adequate ICT peripherals to deliver their respective services online
Summary
In today’s knowledge-driven economy, information and communication technologies (ICTs) are major enablers in all sectors in government departments. The governments in developing countries for example, are aware of the benefits of implementing e-government to enhance technology-driven economies (Banarjee & Chau, 2004; Malaysia Department of Insolvency, 2013), the need to ensure that each ministry and various units are equipped with adequate ICT peripherals to deliver their respective services online. The procurement and implementation of current ICT peripherals are autonomous, that is, the agencies are self-empowered as they know best on how to improve the main services offered to the public. One specific service of G2G and G2C is that by the Malaysian Department of Insolvency (MdI). MdI is the government agency in charge of the national administration and regulation of insolvency in Malaysia.
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