Initiative - UNPSA

Basic Info

Institutional Information

Country Name

Thailand

Institution Name

Ministry of Tourism and Sports

Institution Type

Ministry

Administrative Level

National

Name of Initiative

Ease of Traveling System

Years in Operation

Website of Institution

secretary.mots.go.th

Nomination Form

question1

Innovation (Novelty and Disruption): Does the initiative introduce a new idea, concept, or approach that has not been tried before in the relevant initiative area and potentially lead to transformative change? If so, which specific ones have the potential to catalyze transformative change? (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

GovChat is an exclusive instant messaging platform designed to connect government personnel in Malaysia. It features customized functionalities tailored to the specific needs of government operations and is fortified with built-in security. All communication data is securely stored at the Public Sector Data Center (MyGovCloud@PDSA). GovChat is meticulously engineered to optimise communication and data management within government agencies, streamlining messaging, document sharing, and scheduling processes to bolster overall operational efficiency. In addition to efficiency, GovChat prioritises high-performance by ensuring rapid message delivery and responsiveness while maintaining the capacity for ongoing performance improvements through updates and infrastructure enhancements. Quality is paramount, with GovChat placing a strong emphasis on data security, adhering to stringent standards to safeguard sensitive government information, and conducting regular quality assessments and audits to ensure compliance with established benchmarks. Furthermore, GovChat underscores system reliability as a fundamental principle, utilising redundancy measures, backup systems, and failover mechanisms to ensure continuous and uninterrupted service availability

question2

Innovation (Risk-taking): Did the initiative involve taking calculated risks, with a willingness to experiment and potentially fail to learn and innovate? Justify your answer. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

MyGovChat was developed to meet the specific needs of government agencies as it offers both basic instant messaging features and advanced functionalities that leverage emerging technologies. Built using open-source technology, GovChat is an easy-to-learn instant messaging application that enables public servants to communicate privately (via private messages) or in groups (group messages) by sharing text, documents, images, audio, and video messages within a secure environment. Moreover, GovChat is tailored to government requirements, offering advance features such as chatbots, image processing for watermarking, the ability to search for government policies, and seamless calendar integration. Thus, security and data storage solutions is one of the important element that we have looked into. However, as a start, we have linked the date of this application is closely to the Public Sector Data Center (MyGovCloud@PDSA), we hope that it would strengthen the data security.

question3

Impact (Objectives and Outcomes): What were the objectives and how did you meet them? How did the initiative contribute to achieving the SDGs? How did the project achieve the realization of leaving no one behind? (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

GovChat exhibits significant market potential, primarily in the government and public sector. As a tailored instant messaging platform for government personnel, it serves a niche market with a substantial customer base, including various government agencies and their employees. The unique selling proposition lies in its ability to meet the specific needs of government institutions, offering advanced functionalities, security, and integration features. The market size is substantial, given the extensive reach and application of government agencies across Malaysia. GovChat presents an attractive investment opportunity due to its strategic positioning within the government and public sector. Its alignment with government needs, security requirements, and the potential for scalability make it a viable long-term investment. Furthermore, the messaging engine within GovChat holds the potential for reuse as a Live Chat component for other digital government services, contingent upon GovChat's expansion. As a government-endorsed project, it enjoys a level of stability and reliability that can be appealing to investors seeking secure and sustainable returns. The application's role in facilitating efficient government communication and data management adds to its long-term viability. GovChat fosters transparency within government agencies by ensuring secure and traceable communication. This transparency leads to better decision-making and, ultimately, improved governance. Its impact on the quality of life is indirect but substantial, as it contributes to more efficient public services, ultimately benefiting citizens.

question4

Impact (Performance Metrics): Explain metrics used to measure the impact of the innovation. Were these metrics tracked and monitored over time to assess the innovation's impact? (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

Currently we measure the performance of application via the number of users in the system. Based on this, we are able to have some sort of indication on our customer's experience. If the system is not performing well, less users will be using this system and opted for the conventional communication method.

question5

Adaptability (Flexibility): How flexible is the initiative to adapt to changing circumstances, such as changes in political or economic conditions or changes in stakeholder needs and preferences? Explain it. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

The system is able to to adjusted accordingly to the current need.

question6

Adaptability (Scalability): Can the initiative be scaled up or down depending on the size and complexity of the problem it addresses or the context in which it is implemented? Explain how. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

Yes it is. Currently is being used in the federal government, however we are able to expand it to the state government as well as Government Linked Companies.

question7

Which category are you applying?(Your initiative MUST be relevant to one of the categories or it will not be considered.)

Category on Innovation in Public Institutions.

question8

User-centered design (User research): Please describe the process followed in order to understand the intended users’ needs and experiences. Please include any research methods or tools used during this process, where relevant. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

question9

User-centered design (User feedback): How is user feedback collected and incorporated into the initiative design? This feedback could come from user testing sessions or ongoing engagement with the target audience. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

question10

User-centered design (User testing): Was the initiative tested with real users before implementation? How was the test conducted? User testing can reveal usability issues and identify areas where the initiative could be improved to better meet user needs. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

question11

Openness and transparency (Stakeholder engagement): : Were stakeholders and members of the public invited to participate in the initiative development process? This can include opportunities for public comment, public hearings, and other engagement mechanisms. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

question12

Openness and transparency (Access to information): Was information about the initiative development process and decision-making made available to the public in a timely and accessible manner? This can include posting information on a website or making documents available upon request or making data sets available online in a usable format. (Word limit: 300 words. Please note responses beyond the word limit will not be considered.)

question13

Openness and transparency (Public accountability): Was there a mechanism in place for the public to hold the policymakers accountable for their decisions and actions? This can include public reporting and audits. (Word limit: 300 words. Please note responses beyond the word limit will not be considered)