构建马来西亚未来政府：利用GovTech释放公共部门生产力

Unlocking Public SectorProductivity with GovTech JULY 2026 © 2026 International Bank for Reconstruction and Development / The World Bank1818 H Street NWWashington DC 20433Telephone: 202-473-1000Internet: www.worldbank.org This work is a product of the staff of The World Bank with external contributions. Thefindings, interpretations, and conclusions expressed in this work do not necessarily reflectthe views of The World Bank, its Board of Executive Directors, or the governments theyrepresent. The World Bank does not guarantee the accuracy, completeness, or currency of thedata included in this work and does not assume responsibility for any errors, omissions,or discrepancies in the information, or liability with respect to the use of or failure to usethe information, methods, processes, or conclusions set forth. The boundaries, colors,denominations, and other information shown on any map in this work do not imply anyjudgment on the part of The World Bank concerning the legal status of any territory or theendorsement or acceptance of such boundaries. Nothing herein shall constitute or be construed or considered to be a limitation upon orwaiver of the privileges and immunities of The World Bank, all of which are specificallyreserved. Rights and Permissions The material in this work is subject to copyright. Because The World Bank encouragesdissemination of its knowledge, this work may be reproduced, in whole or in part, fornoncommercial purposes as long as full attribution to this work is given. Attribution:Please cite the work as follows: World Bank. 2026. Building Malaysia’s FutureGovernment: Unlocking Public Sector Productivity with GovTech. © World Bank. Any queries on rights and licenses, including subsidiary rights, should be addressed toWorld Bank Publications, The World Bank Group, 1818 H Street NW, Washington, DC 20433,USA; fax: 202-522-2625; e-mail: pubrights@worldbank.org. Cover and Report Design:Kane ChongCredit for non-WB images:istockphoto.com Building Malaysia’sFuture Government Unlocking Public SectorProductivity with GovTech Table of Contents AcknowledgementsList of Figures, Tables and BoxesAbbreviations and Acronyms459 Executive Summary12 Why Does the Digital Transformation of Malaysia’s Public Sector Matter?Key ObjectivesConceptual FrameworkKey FindingsKey Recommendations1213141526 1.Introduction:Driving Public Sector Productivity through GovTech28 2.Conceptual Framework, Data and Scope32 2.1Conceptual Framework2.2Data: The Malaysia GovTech Skills Survey2.3Scope333435 3.Foundations:Digital Government Infrastructure36 3.1Malaysia’s Progress in Building Digital Government Infrastructure3.2Addressing Remaining Gaps in Digital Infrastructure3741 42 4.Enablers 4.1Institutions and Regulatory Frameworks43 4.1.1Milestones in Institutional Structure and Policy Frameworks4.1.2Beyond Frameworks: The Need for Consistent Engagement and Collaboration4447 4.2Public Sector Data Sharing50 4.2.1The Importance of Data Sharing for Public Sector Digital Transformation4.2.2Advances in Infrastructure and Regulatory Frameworks for Data Sharing4.2.3Gaps in Realizing Public Value from Government Data505255 4.3.Digital Skills in Public Service64 4.3.1Digital Skills in Malaysia’s Public Service: A Taxonomy4.3.2Human Resource Management for Public Sector Digital Transformation6569 845.User-centric Service Delivery 868890925.1Government-to-Citizen (G2C)5.2Government-to-Government (G2G)5.3Government-to-Businesses (G2B)5.3Cross-cutting Challenges 96971001046.1Platforms6.2Policies6.3People6.4Participation References 109112116Annex 1:Detailed GovTech Reform RoadmapAnnex 2:Additional findings from the GovTech Skills SurveyAnnex 3:GovTech Skills Survey Questionnaire Acknowledgements This report is part of a series of analytical studies and advisory services developed by the East AsiaPacific Region’s Institutions Department of the World Bank Inclusive Growth and Sustainable FinanceHub in Malaysia. The series aims to assist the federal and state governments in their effort to promoteaccelerated and inclusive growth, improve the quality of public services, and strengthen transparency andaccountability in the use of public resources. While the Government of Malaysia is the primary beneficiaryof the analysis, the findings of the study are relevant to a wider audience, including various actors acrossfederal, state, and local governments in Malaysia. The World Bank Task Team is most grateful to its government counterparts for this fruitful collaboration.In particular, the team would like to thank the Ministry of Digital (MOD), the National Digital Department(JDN), Public Service Department (JPA), Ministry of Finance (MOF) and Ministry of Economy (KE) for theirinvaluable feedback and participation in producing this study. The team would also like to acknowledgethe considerable time and information provided by the public officials who met with the authors andparticipated in a series of consultations,