Answer for Written Question PT003

QUESTION

Yang Berhormat Dayang Hajah Safiah binti Sheikh Haji Abd. Salam

YANG BERHORMAT DAYANG HAJAH SAFIAH BINTI SHEIKH HAJI ABD. SALAM requests MENTERI PENGANGKUTAN DAN INFOKOMUNIKASI to state the main challenges in implementing and integrating digital transformation in government services, particularly in changing public acceptance, enhancing usability, accessibility and user-friendliness. How does the Ministry build and maintain public trust in the efficiency, resilience, transparency of governance and ethical use of data across agencies?

ANSWER

Yang Berhormat Menteri Pengangkutan dan Infokomunikasi

In implementing and integrating digital transformation into government services, there are several major challenges that need to be addressed. Among the most significant challenges are business processes that still operate in silos due to the existence of the Government’s legacy systems, as well as the ineffective level of data integration, which consequently diminishes the quality of the user experience.

In terms of usability and accessibility, system designs that are less user-friendly and non-inclusive often hinder access by various segments of society, including senior citizens and persons with disabilities. This challenge is further compounded by the lack of uniformity in design standards between agencies, which affects the consistency of the user experience.

To address these challenges, the next step through the implementation of GovBN2.0 will focus on providing Government transaction services that are smoother, more comprehensive and automated from end to end. This approach will ensure that government services can be accessed more easily, quickly and effectively, thereby increasing public satisfaction and confidence in digital transformation.

GovBN2.0 will also leverage existing infrastructure such as Brunei ID, the National Information Hub (NIH) and the Digital Payment Hub (Tarus) as a foundation for further strengthening. Brunei ID functions as a single digital identity that facilitates authentication and access to various government services. NIH provides a secure and integrated data integration platform, while the Digital Payment Hub (Tarus) supports the automation of business processes and more efficient service delivery.

For information, Brunei ID was launched on 3 January 2026 as the latest platform for accessing Government services online with a single login through biometric authentication. To date, six (6) applications, namely TransportBN, TD123, Business Reporting Portal, Bruhealth, PSC Recruitment and E-Undi, can be accessed through the platform. Since its launch and as at 15 March 2026, the recorded number of users was 17,895.

The use of digital services is becoming increasingly widespread and has become the preferred choice of individuals, the public and businesses alike. For example:

• The Government, in the implementation and use of the Unified Smart Metering Smart System (USMS). Although it initially faced various challenges, public feedback indicates that its use has steadily improved and was eventually accepted by the public; and

• The private sector, such as banking services, which encompass various financial services offered by banking institutions to individuals and businesses. In addition, purchasing airline tickets online has also remained a preferred choice among the public.

In digital adoption, there is initially a recognised chasm that will cause skepticism during the introductory stage. Among the reasons for this is the change involving data, as well as trust in the new system. Therefore, feedback and public participation in the use of technology are important in obtaining reassurances and consequently ensuring that it will benefit the public.

The use of technology has indeed become the norm in daily life, including by facilitating access to services that previously required physical attendance. For example, Zakat Fitrah payments can be made digitally through the platform provided.

Through this approach, the Government will not only be able to overcome technical and governance challenges, but also strengthen a more inclusive, user-friendly and people-oriented national digital ecosystem in order to make public service delivery more effective.

For further clarification regarding the Government’s digital transformation projects, it is also pleased to share that every implementation of a service digitisation process will undergo Business Process Re-engineering (BPR) to ensure that the digitisation of government services is carried out on an end-to-end basis.

The outcome will be verified by the Project Steering Committee before being submitted to the respective Ministry’s CIO through the Digital Transformation Steering Committee.

Following verification by the relevant Ministry’s CIO, the digital transformation project will be submitted to the CIO Forum through the Digital Transformation Review Committee (DTRC) for implementation support. This process focuses only on new digital transformation projects.

In addition, for every upcoming digital initiative, Business Process Re-engineering must first be carried out as a primary prerequisite, and the outcome of this activity will serve as the basis for determining the scope of the digital project’s implementation. This step aims to identify any processes that can be streamlined or further improved in order to provide a more effective system or solution by the relevant ministry.

In this regard, to further strengthen the implementation of BPR, an initiative concerning Business Process Improvement (BPI) was introduced at the Government level in February 2025 through capacity building (BPI Upskilling) and governance strengthening. Capacity building will be implemented through training and comprehensive awareness-raising on BPI for public officers, with the support of the Civil Service Institute (IPA). From the governance aspect, BPI will be integrated into Digital Transformation projects under the Project Management Framework (PMF) through the establishment of a dedicated workflow to ensure that the assessment and improvement of work processes are carried out systematically as part of project implementation.