WORKSHOP 6: Government Innovation for Social Inclusion of

UN Public Service Forum 2019

Baku, Azerbaijan

25 June 2019

WORKSHOP 6: Government

Innovation for Social Inclusion of

Vulnerable Group

Innovative Approach to Participatory

Decision-Making

CONTENT

1. OVERVIEW OF MALAYSIA DIGITAL ECONOMY CORP (MDEC)

2. PARTICIPATORY DECISION MAKING & ITS CHALLENGES

3. INNOVATIVE APPROACH TOWARDS ADAPTIVE POLICY MAKING: LIVING

LAB

4. INNOVATIVE APPROACH FOR ONLINE PUBLIC SERVICE DELIVERY: USER

EXPERIENCE IN PRACTICE

5. KEY CONSIDERATIONS AND SUCCESS FACTORS

CONTENT




LAB




4

Connecting businesses

and people to their digital future.

Our mission is to develop the nation’s Digital Economy by

implementing efforts that are centred on attracting investments, building

local tech champions, catalysing digital innovation ecosystems with

supportive policies and propagating diversity and inclusivity.

CONTENT




LAB




PARTICIPATORY DECISION-MAKING & ITS CHALLENGES

Definition:

“Public participation is a process in which those who are affected by a decision have a right to be involved in the decision-making process.”

- International Association of Public Participation (IAP2)

Input from public is usually AFTER policy has been drafted

Conventional approaches e.g. newspaper advertisement, mailing list, meetings, focus groups

4th IR disruption outpacing archaic policy-making process and creating new problems requiring new solutions

Source: MDEC & UN DESA Symposium 2018, Incheon

CONTENT




LAB




A LIVING LAB IS AN INNOVATIVE ENVIRONMENT FOR ACCELERATED “LAB-TO-MARKET-ADOPTION”

Experiment

Real-life

Adaptive policy making

Geographical area

Agile Solutioning

Participation

Disruption

Innovation

Test-bedding

Set in real-world

context

Enabling iterations to policies

& regulations

Requires controlled

environment

Big visions delivered in small packages

Early involvement of local

community for co-creation

Opportunities for use

cases from traditional

businesses

Emergence of new ideas,

technology and solutions

ILLUSTRATION OF PARTICIPATIVE DECISION MAKING FOR DRONE FOOD DELIVERY IN CYBERJAYA

DroneTech Use Case(s):

1. City Mapping

2. Surveillance

• Traffic

• Crowd

3. Transportation

• Retail goods, f&b

4. Infra/Construction

Monitoring

5. Disaster Management

• Fire

• Search & Rescue

Users

Private sector

Data, InsightsPolicies &

Regulations

Investment,Talent,

Tech

Insights, Iterations

Academia

Research, publication,

experimentationScientific validation

Data, insights

Prototype/MVP

Food Delivery

Policy Makers, Regulators

DRONE DEREGULATED TESTING ZONE, ENGAGEMENTS AND INITIAL USE CASE

https://www.nst.com.my/lifestyle/bots/2019/06/497157/food-delivery-drones-cyberjaya-end-month



CONTENT




LAB




eREZEKI PLATFORM IS THE FIRST TOUCH-POINT FOR ITS OVER 400,000 PARTICIPANTS, 25% EARNED SUPPLEMENTAL INCOME IN 2018

11.2 17.8

99.8

218.69

0

50

100

150

200

250

2015 2016 2017 2018

Income to Malaysians (RM Mil)

• More than 100,000 individuals earning income

• Wider range of tasks have enabled individuals of

diverse background and work preferences to

participate

• Majority of workers are youth (18 – 35 years old), and

women constitute about 45% of the total participants.

eREZEKI’S POOR CUSTOMER EXPERIENCE JOURNEY IMPACTED THE PROGRAMME’S EFFECTIVENESS REQUIRING A NEW DELIVERY APPROACH

SUPPLY DRIVEN: DEMAND DRIVEN:

Discovery

Design

DevelopDeploy

Adopt

User

Typical journey in providing a

Government Service

User-centered delivery of

Government Service

Source: https://www.gov.uk/service-manual/start

CHALLENGES

1. Platform was developed based on MDEC requirements - which is more business-centric rather than user-centric

2. Frequent complaints on:

a. Unclear programmemessaging

b. Lengthy registration form

c. Unhelpful online tutorial

d. Private data concerns

3. Additional touchpoints via social media and offline engagements

https://www.gov.uk/service-manual/start

A USER JOURNEY MAP IS A CRUCIAL COMPONENT AS IT ALLOWS CITIZENS TO HAVE A SAY ON HOW THE SERVICE CAN BENEFIT THEM

Gather and sort

the findings from phone

interview

Phone & in-person

interview sessions

User Journey Map

MDEC partnered with Netizen Experience, an award-winning UX research and strategy consulting firm in Asia. The partnership included

workshop sessions for MDEC team to internalize UX and its methodology for future use.

*User journey map is a live document, to be updated

periodically for continuous improvements

User Behaviour

User

Persona

Stages

User Goal

Pain Points

Opportunities

Thinking &

Emotion

CONTENT




LAB




KEY CONSIDERATIONS & SUCCESS FACTORS

1. Engagements for participatory decision-making need to be from the start and

regularly conducted to remain relevant

2. Political will to collaborate with private sector and adopt industry best practices

3. Adaptive policy-making requires changes in its supporting process

4. Approaches can be used for specific use-cases for vulnerable groups

Contact Information

For further discussion and information:

Arifah Sharifuddin

Senior Manager

Sharing Economy Ecosystem Division

Malaysia Digital Economy Corporation (MDEC)

Website: www.mdec.my

Email : [email protected]

Mobile : +6019 622 6713

http://www.mdec.my/

Documents

WORKSHOP 6: Government Innovation for Social Inclusion of