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
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
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
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
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
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
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
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
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
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
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
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