Improving service delivery of the Local Authorities in Sarawak

The standard and quality of service of Local Authorities has been increased tremendously. As we move along with eLA2, we also re-engineer the business processes of the Local Authorities through Business Process Re-engineering where we review, remove and improve the business processes in the Local Authorities itself. For example, we have concluded the process re-engineering of the licensing process, where we cut short the process of applying or renewal of license from 245 processes down to only 8 processes through business process re-engineering. We are in the midst of re-engineering the rest of the business processes, such as, rating and valuation, services facilities management, building control, project management and the rest, and would be expecting an improved business framework very soon. At the very same time, The Ministry is embarking on it’s very own intelligence framework, known as Business Intelligence whereby a module which comprises of analytical reports and statistics is build from the ground up as a platform to collect reports and statistics from the Local Authorities and various government and private agencies. 

Moving in tandem with this business re-engineering, we are also introducing BPMN, short for Business Process Model and Notation, a world class standards for business process modeling in which we have been told that we are the first Ministry in Malaysia to adopt and to implement such standards in our daily operation.

How will the public benefit from eLA2

With eLA2, the public will have the convenience of checking their property or paying their housing rates at the service counter or payment counter at any of the Local Authorities in Sarawak. Conventionally, an owner with a house in Miri can only pay their assessment at the Miri City Council, however, this is not the case anymore with eLA2, as he can check and pay his rates at any of the Local Authorities in Sarawak. The public would also find that, the process of applying for a service from the Local Authorities is now standardized. For example, the process or forms for renting a community hall, or applying for license will be the same from one Local Authority to another Local Authority. Not only that, the public can now carry out these transactions with the Local Authorities on devices such as laptops, tablets or smart-phones without the need to go to the Local Authorities itself. Native apps, such as an application that can be installed on the tablet or the smart-phones for transactions between the public and Local Authorities will be made available for the public as well in the near future.

Further improving service delivery for the benefit of the public

eLA2 is a dynamic system that will always evolve in tandem with the development of technology available in the market. For example, we will be looking into solutions, incorporating Near Field Communications (NFC) into our daily operation, such as an enforcement officer can check the validity of premise licenses at the field, through a handheld device which scans the license itself and project any relevant information back and forth from the Local Authorities to himself without going back to the Local Authorities. We are also looking into the possibilities of ticketing or stamping solutions for the public using NFC from handheld and tablet devices. There are a lot more exciting possibilities with eLA2 and as we line them up and introduce it to the public eventually, we are uplifting the standards and quality of our service delivery internally and to the public.