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Article By: Akmal Ariff Zainul Ariff

Source: https://www.bharian.com.my/rencana/komentar/2025/03/1377499/digitalisasi-ai-merevolusikan-perkhidmatan-sektor-awam

 

 

Rapid technological changes have had a major impact on legacy systems in the public service. - Decorative photo

ALMOST four years after COVID-19 hit the world, its effects are still being felt and changing many aspects of life in society today.

The pandemic has led to the transformation of new ways of working such as the introduction and implementation of online conferencing, digital learning and working from home (BDR), thus revolutionizing the way of working.

Today, public services are no exception in leveraging digital technology, including leveraging artificial intelligence (AI) to improve service delivery.

The use of chatbots, public complaints, bill payments and online application form processing are now changing the public's view of public service delivery.

Digitalisation policies and government electronic systems have indirectly improved the efficiency of public services. Processes such as digital payments and applications that previously required physical presence can now be achieved online.

However, with the AI ​​revolution, there is a need to assess and improve old systems based on outdated technology and driven by short-term needs.

Rapid technological changes have had a major impact on legacy systems in the public service.

To address this challenge, the Ministry of Digital and the National Cyber ​​Security Agency (NACSA) are responsible for issuing guidelines for the use of AI among civil servants and the public.

The National Digital Council (MDN) was established to ensure that technology is introduced in line with the aspirations of Digital Malaysia. Areas such as data analytics, cloud computing, the Internet of Things (IoT) and big data need to be embedded in the culture of the public service.

Technology has changed the way people work, not only raising expectations among the public, but also among government sector employees themselves.

The Public Sector Digitalisation Initiative through the National Digital Economy and Fourth Industrial Revolution Council (MED4IRN) such as cross-agency collaboration, infrastructure sharing, data and information sharing were introduced.

This initiative can expand facilities and infrastructure to all public services nationwide in providing access to AI applications in the implementation of new work norms for public services.

Manual tasks can now be expedited by sharing data and information to process applications using Quick Response (QR) codes.

 

DEI Shapes A More Dynamic Work Culture

Along with these technological changes, traditional leadership based on hierarchy, rigid structures and power control also needs to change to a more open and flexible approach.

Today's leaders need to be prepared to face rapid change, empower employees and encourage empowerment in decision-making.

In this regard, the concept of diversity, equality and inclusion (DEI) plays an important role in shaping a more dynamic and competitive work culture.

Armed with a combination of decentralization of power and DEI and the use of AI in public services, traditional work norms and ethics will continue to be challenged.

Digital document management systems such as the Digital Database Management System (DDMS) allow files to be easily accessed at any time.

Information sharing through platforms such as Google Docs, Google workspace Gemini Tools and other collaborative systems accelerate the implementation of work regardless of location.

At the same time, data confidentiality and security, algorithm transparency and dependence on external technology are among the challenges that the government and many parties must face today.

It should be noted that guidelines for the use of AI in government have been developed by the Digital Ministry in the Public Sector Digitalization Strategic Plan (PSPSA) 2021-2025, namely the Transformation of Government Digital Service Delivery Through the New Technology Emergence Initiative.

This plan outlines a program to identify high-impact new technology emergence projects for implementation in public sector agencies.

In addition, the National AI Roadmap 2021-2025 developed by the Ministry of Science, Technology and Innovation (MOSTI), emphasizes the importance of an AI code of ethics to build trust and resilience in the digital ecosystem.

AI governance and ethics guidelines can strengthen existing laws such as the Cyber ​​Security Act 2024 which comes into effect on 26 August 2024 and the Personal Data Protection Act 2010 (Amendment).

AI usage ethics training in the public service needs to be continued and expanded nationwide to create an AI culture in the public service.

 

Encourage Public-Private Collaboration

The government needs to look at several things for the advancement of public services such as modernizing AI infrastructure by replacing old systems with modern technology.

In addition, increasing the digital literacy of civil servants by constantly providing training on new technologies and setting strict AI policies so that the safety of civil servants' AI usage is guaranteed.

Digital transformation in the public service is no longer an option, but a necessity. However, the success of this revolution depends on the right strategy in the application of AI and technology.

Steps that can be taken include modernizing legacy systems in the public service to be compatible with new technologies, in addition to adopting flexible work norms to attract more tech-savvy young talent.

This includes increasing the reliability of AI with policies to protect the security and privacy of the people and encouraging public-private collaboration in developing and cultivating the use of AI in the public service.

Through these steps, Malaysia can continue to stand strong in the digital era while ensuring that the AI ​​revolution brings inclusive and sustainable benefits for all.

 

The author is the Deputy Head of the Centre for Management and Leadership Studies, National Institute of Public Administration (INTAN)

Date of Input: 28/03/2025 | Updated: 25/04/2025 | muhammad.isam