E-Government in Malaysia: Its implementation so far and citizen’s adoption strategies

E-Government, also known as electronic government, refers to the use of internet technology as a platform in exchanging the information, providing services and transacting with citizens, businesses, and government. It can be applied by the legislature, judiciary, or administration, in order to improve internal efficiency, the delivery of public services as well as the processes of democratic governance.

Lembaga Hasil Dalam Negeri Malaysia (LHDN) had introduced e-filling, an application which enables taxpayers to submit their Tax Return Forms electronically. In order to submit the tax return forms via internet, a digital signature is required. To facilitate this, LHDN had provided free Digital Certificates to all taxpayers. For more information can visit to https://e.hasil.org.my/ or email to e_filing@hasil.org.my.

However, there are some common problems faced by the consumers:

(a) The system may be corrupted during the peak season

(b) IT knowledge is required for the taxpayer

(c) Certain software is needed when using e-filling

In order to encourage more citizens to use the e-government applications, government must increase the public’s awareness through advertisements or organizing some workshops at public places. Besides that, government also can launch some campaign to promote the benefits of the e-government applications in order to rebuild public confidence on e-government applications.