GOVERNMENT entities grapple with the challenge of balancing regulations, outcomes and customer expectations.

       Often, public service agencies prioritise regulatory frameworks and measurable outcomes, sometimes overlooking a customer-centric approach. This poses a challenge, especially considering the diverse services and channels through which citizens interact with the government.

       In Malaysia, data management and security pose challenges to implementing the National Digital Identity (IDN) agenda. Advocacy for stronger data protection policies is limited, emphasising the need for increased investment in digital infrastructure and human capital.

       To enhance public service delivery experiences, our research reveals key priorities:

       Simplicity: Ensure a user-friendly national identity system with streamlined processes, clear instructions and intuitive interfaces to minimise errors and security risks. Humanity: Despite being a digital initiative, prioritise empathy and user understanding. Conduct user research, meet accessibility standards and provide tech support for a smoother digital transition. Security: Given the sensitivity of personal data, adopt a secure-by-design approach in digital identity architecture to prevent fraud, build trust, ensure compliance and mitigate systemic risks.

       There are numerous benefits to using IDN, including a reduction in the cost of application development and increased security of people’s data. It can also facilitate the verification and distribution of aid during crises or natural disasters, ensuring immediate and accurate assistance to those in need. The system can also reduce bureaucracy and optimise the impact of government subsidies by ensuring efficient distribution to target groups.

       For context, digital identity is undergoing a transformation driven by technologies like distributed ledgers, blockchains, Verifiable Credentials (VCs) and tokenisation. These enable organisations, including government agencies, to build a robust foundation for seamless physical and digital identity. Our research recommends integrating public web services with MyGOV, enhancing customer experience and reducing agency overhead.

       Fostering cross-agency collaboration is crucial as digital identity technologies facilitate interoperability. Agencies should work together to transcend silos and address identity issues. Additionally, establishing a robust help desk or call centre is essential to provide assistance and resolution related to the IDN system.

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       Implementing IDN is not difficult as many countries have done so successfully for years. In Singapore, the initiative streamlines transactions through Singapore Personal Access or Singpass, eliminating paperwork, in-person visits and passwords. The programme’s success highlights its role as a secure gateway for numerous government e-services.

       To execute IDN in Malaysia involves a digital government framework. Start with a comprehensive national digital transformation strategy that aligns with development goals. Establish legal and policy frameworks, invest in digital infrastructure, and ensure foolproof data governance and security measures.

       Once the foundation is laid, digitalise services like e-tax filing and online business registration, ensuring user-friendly platforms and interoperability among government agencies. Prioritise digital skills development among government personnel and the rakyat through training programmes and initiatives promoting digital literacy.

       Success hinges on capable partners adopting a holistic perspective, preventing mistakes, saving public funds and time. As technology evolves, partners must bring innovations to enhance security, value and convenience for the people.

       It is crucial to ensure that the architecture for IDN is developed with a secure-by-design approach right from the start, while also ensuring its future-proofing. In Malaysia, the implementation of personal data security for the IDN will involve creating a module for use by ministries and, eventually, the private sector. Strong governance must be in place during deployment, given the involvement of numerous ministries and agencies.

       National identity plays a crucial role in fostering unity, loyalty and cohesiveness among the people. It helps us identify with our fellow citizens and feel a sense of belonging.

       This is particularly important in Malaysia, given its multicultural, multiethnic and multireligious society. Thus the adoption strategy employed is crucial to encourage the rakyat to register and use the IDN, further fostering a digital economy.

       This article first appeared in Star Biz7 weekly edition.