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CELEBRATING SUCCESS : Pos Malaysia Redefining Business with Digital Strategies and Partnerships

March 25, 2021
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“The rapid adoption of technology has brought about new challenges to our business. Pos Malaysia knew it must adapt to digitalisation to remain relevant in the industry and to support the changing trend in customer behaviour, from physically going to retail stores to buying goods online,” said Group Chief Executive Officer, Syed Md Najib.

Pos Malaysia Group (“the Group”) started as a traditional postal service and has since expanded to provide financial services and supply chain solutions.  As reinvention became necessary, Pos Malaysia embarked on a digital transformation plan to redefine its business model.

“The rapid adoption of technology has brought about new challenges to our business. Pos Malaysia knew it must adapt to digitalisation to remain relevant in the industry and to support the changing trend in customer behaviour, from physically going to retail stores to buying goods online,” said Group Chief Executive Officer, Syed Md Najib.

Pos Malaysia GCEO, Syed Md Najib.

When faced with digital disruption, Pos Malaysia encountered difficulties due to its outdated systems, traditional business model, and a weakening outlook for selected business segments. Legacy systems posed a challenge for the Group when competing with digital-native entrants. Amidst this environment, the company has engaged in notable initiatives to provide consumers with fast and secure delivery, as well as a seamless customer experience. This transformation is crucial for the company to build a sustainable business, one that is relevant in the digital era.

Simplifying the customer journey through digitalisation

In 2019, Pos Malaysia committed to a new mission – to build a truly customer-centric organisation. The Group set out a three-year modernisation and transformation plan to remain relevant, competitive and profitable.

A major transformation area was in the digitalisation of customer-facing functions. Recognising the growth of the digitally-driven consumer, Pos Malaysia revamped its website and enhanced its mobile application to improve customer experience. With over 1.3 million downloads of the mobile app, there was an average of 200,000 monthly users with app-related transactions from January to July 2020.

Handwritten consignment notes have been replaced by the e-consignment note which can be generated via the website or the mobile app. Customers can print the e-consignment note at Pos Laju outlets, kiosks and selected Pos Laju EziDrive-Thru. As of September 2020, there have been 1.5 million e-consignment notes generated – thus reducing errors and enhancing efficiency.

Pos Laju EziDriveThru

Pos Malaysia’s customers can track their parcel via the Track and Trace system that is available on Pos Malaysia’s website and mobile app. The system allows customers to monitor their parcels via the tracking number or by scanning the bar code. 

Pos Laju SendParcel, an online shipping platform, is also integrated into the mobile app and allows customers to post their parcels without having to leave their home or office. Customers only need to schedule for pick-up at their own convenience and Pos Laju will come to collect the parcels.  The platform has expanded its service by offering international deliveries to over 200 countries, connecting local SMEs and e-commerce businesses to the overseas market. As at the end of January 2021, over 7 million parcels have been shipped via SendParcel.

Additionally, the implementation of the AskPos chatbot and live chat channels gives customers a self-service option to resolve simple issues. Customers are met through real-time conversations and can obtain personalised help online. Since its inception, over 2.9 million conversations were initiated on AskPos, or about 40,000 to 60,000 customer conversations per week – reducing contact centre operation costs.

E-insurance service is Pos Malaysia’s most recent initiative in providing its customers a better service experience. With e-insurance, motor vehicle insurance renewal is made easy, convenient, and available at any time. Pos Malaysia is planning to add more insurance providers and more insurance products soon, to offer its customers multiple options to suit their requirements.

Moving forward, customers can look forward to more services in Pos Malaysia mobile app which include financing, wasiat, will, remittance and others.

Streamlining and securing processes with digitalisation

While the implementation of e-consignment notes has improved customer experience by reducing over-the-counter wait times and human errors, the self-service parcel lockers (i.e Pos Laju EziBox) has been added to give convenience for customers to collect and drop-off Pos Laju items at their own time.

Pos Malaysia’s customers also have an option to pay their utility bills via the Pos Automated Machines that is available at selected post office. Launched last year, customers can pay their utility bills via cashless methods, at their own convenience and reduces over-the-counter congestion.

Pos Malaysia is also giving solutions to their business customers through Pos Digicert, a subsidiary which is responsible for the creation of digital identities through the use of digital certificates. The Pos Digicert Digital Signing feature is another solution that incorporates digital signatures for the company’s BizClient Ivest server and digital certification services. The option safeguards organisations from data fraud, data tempering, and authenticates documents simultaneously, thus enhancing the trustworthiness of the documents in hand. Organisations can now move from a physical certification environment to one that is digital, validated and secure.

As part of Pos Malaysia’s transition into entering Industrial Revolution 4.0 (IR4.0), the company integrated Robotic Process Automation (RPA) into existing Standard Operating Procedures (SOP) for both front-end and back-end processes of our cargo operations at the Kuala Lumpur International Airport (KLIA).

Pos Aviation, a subsidiary of Pos Malaysia that handles in-flight catering and cargo has implemented Robotic Process Automation (RPA) to assist the cargo handling operations team. These robots act as a digital workforce to streamline operations and expedite key business activities thus ensuring efficiency. The human workforce can focus on more valuable work as the system automates repetitive mundane task and increase productivity that are compounded across thousands of transactions.

pos-aviation-Inflight-catering

Pos Malaysia is also improving its procurement process efficiency as it switches from manual processing to an online procurement system. The end-to-end procurement system, from purchase requests, orders to payments, have benefited from the upgrade. Advantages include an overview of the entire process, reduced leakages, improved documentation storage and better budget monitoring.

Promising speed and digital trust with cloud CDN technology

The benchmark for successful digital transformation lies in the ability to provide swift and reliable service. Digital native entrants, in particular, could press on these attributes with its integrated and flexible platforms compared to larger organisations with multiple, siloed systems. As such, Pos Malaysia had a daunting task in hand – to transform its IT infrastructure and mitigate the disadvantages.

Pos Malaysia integrated cloud CDNs (Content Delivery Networks) to provide swifter service delivery for its websites and applications. These technologies reduce information travel distance and server workloads, resulting in lower latency and faster content delivery. The existing Wide Area Network (WAN) services also support cloud CDNs, providing added protection in the information transformation process.

Moreover, to ensure stability and scalability of its software solutions, the Group has introduced Performance Testing Services in 2019. This step helps Pos Malaysia evaluate its system’s performance under normal and anticipated peak conditions. Consequently, it ensures that end-users do not encounter any performance issues when using the applications. Pos Malaysia customers can now enjoy fast, stable, and secure experiences on digital platforms.

Creating a secure infrastructure enforces digital trust in customers, especially when it concerns sensitive personal customer information. A malware attack in 2019 made the Group take a proactive stance in cybersecurity defence. Pos Malaysia has complemented its cloud adoption with intelligent threat detection systems. These systems safeguard end-users and networks from malware and confidential data breach attacks. The digital transformation plan remains secure due to this vital step, and the company now boasts zero complaints from data breaches.

Hitting ideal processing capacity with automation

Pos Malaysia continues to ensure that it is capable to handle the surge in demand driven by e-commerce growth. As such, the Group continues its pursuit in optimising operational efficiency. With parcel volume reaching 800,000 a day during peak seasons, Pos Malaysia commits to leverage on automation for its distribution and fulfilment centres.

To date, Pos Malaysia has equipped 35 distribution centres with semi-automated sorting systems. These upgrades were crucial in easing the strain on manpower, resulting in greater capabilities and lowered costs. The improved sorting systems were especially beneficial during peak seasons, where deliveries can go up to over 8 million parcels per month, as experienced in the 11.11 online mega-sale. As such, the Group plans to continue this initiative by deploying semi-automated systems across 20 distribution centres this year.

To further supplement the vision of an ideal processing capacity, the Group is also investing in fully-automated and integrated fulfilment centres. Pos Malaysia aims to launch its first regional Mini-Integrated Parcel Centre (IPC) in Senai, Johor, to cater for volume growth, with a target to process a total of 1 million parcels daily.

Driving growth by forging strategic partnerships

To remain competitive in the industry, Pos Malaysia forged strategic partnerships to diversify its revenue stream. The Group’s most recent partnership with Allianz Life Insurance aims to improve life insurance accessibility for all Malaysians. Together, they have launched PosLifeCare, an affordable life insurance plan with a premium from as low as RM0.14 a day.

The Group formed a partnership with CollectCo, a leading parcel delivery and collection network. Through this collaboration, Pos Malaysia secured an additional 1,255 partner outlets. The Group was able to expand its customer reach while achieving financial sustainability through agent and partner-operated outlets.

The main focus for Pos Malaysia at this juncture is to win market share in the fast-growing e-commerce driven courier delivery segment. The investments made by the Group in technology augurs well for the future. Pos Malaysia is well-placed to address the shift in consumer demand for digital services.  

DIGITAL SUCCESS STORY: How Lembaga Tabung Haji Contact Centre is Circumventing the Pandemic.

October 11, 2021
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Tabung Haji has adopted innovative contact centre processes and new technology platforms, and has built a robust, resilient and agile platform to circumvent crises during pandemic. To uncover some of the key drivers behind this success, we need to look at ways to elevate contact centre performance today.

The COVID-19 pandemic has made it increasingly urgent for organizations to supercharge their agility, speed and resilience in order to meet the challenges of achieving their objectives.

For Lembaga Tabung Haji (TH), the Malaysian government institution responsible for the management of hajj and investments activity, this translated into facing an array of pandemic-related disruptions while striving to operate at near-full capacity and in particular, pursuing sound strategies to deepen engagement with customers and continue growth.

In particular, Tabung Haji Contact Centre (THCC) confronted the daunting prospect of serving some 9 million depositors, operating through 123 branches with 10,000 touchpoints nationwide. With increasing numbers of new depositors, customers would call TH for several different reasons ranging from general inquiries, savings accounts inquiries to matters relating to the pilgrimage of depositors to the Holy Land.

Using a platform of smart partnerships and digital excellence, TH is successfully circumventing current challenges, and at scale.

These steps have safeguarded and ensured TH’s customer operation has not been disrupted in any way and that customer satisfaction remains optimal. THCC has been an important engine in managing customer relations and associated operations. To uncover some of the key drivers behind this success, we need to look at ways to elevate contact centre performance today.

THCC has become the mainstay of TH services that meet the needs, expectations and feedbacks of depositors. The outstanding determination and performance throughout the operation of THCC is in line with the vision and mission of TH” – Datin Normimy Mohamed Noor, General Manager Marketing, Communications & Customer Service Division Lembaga Tabung Haji

Amplifying customer experience

To dive a little deeper into this success story, we need to look back to pre-pandemic times and acknowledge that the critical role that contact centres play in handling customer inquiries, particularly as service, quality and turnaround speeds pose the potential to make or break customer relationships. This is again recently evidenced by a Khoros survey, which notes that 30% of customers said they would stop giving their business to a brand that failed to meet their timeframe expectations.

Handling high volumes of inquiries is a large undertaking in normal circumstances, however, COVID-19 has significantly exacerbated support volume and created labour shortages at many contact centres, businesses are feeling the squeeze.

Taking a few steps back, when TH saw that business had been growing exponentially through the years, resulting in rising call volumes, it made a decision to turn to a specialist whose core competencies included customer management.

The specialist that TH has been collaborating for more than 10 years is TM ONE (formerly known as VADS) to help outsource the Tabung Haji Contact Centre (THCC). TM ONE prioritises its responsibility in upholding service sustainability and that this is assured without any interruption or impact to overall customer experience – even amid crises such as COVID-19.

Buoyed by this partnership, TH has the ability to track and analyse all end-to-end customers’ inquiries, complaints and feedback. These inputs, fortunately, allow TH to continuously improve customer engagement strategies, products and services, thus helping TH to be sustainable, competitive and remain relevant to the market.

Breaking free with digital

Digital solutions when smartly adopted enable organisations to break through hurdles to higher performance. In this instance, TM ONE has introduced Cloud CX Solution to TH to better manage THCC service sustainability.

Cloud CX Solution helps TH to provide insights into the operations, develop strategies in key areas and achieve operational excellence. TM ONE reports that its large volume of interactions generates a massive amount of valuable data, which holds the potential for ongoing business strategies and improvements through predictive analytics.

With this technological tool, THCC enables TH to achieve their business outcomes by staying connected to customers and ensuring satisfaction. This was evident when THCC was successfully re-certified for ISO 18295-1: 2017 (CCC) SIRIM Recertification Audit 2021 and this became an outstanding new benchmark for THCC, drawing respect from other call centres.

Furthermore, TM ONE created a more immersive digital experience for TH’s customers by embracing digital channels and engendering exceptional digital services quality. This results in a harmonious balance of efficient resolution and important empathetic ‘human-touch’ interaction.

THCC also supports TH’s online and digital services initiatives through its THiJARI online platform services, which provides support to depositors, and encourages greater use of online services – a safety factor that is especially in the current COVID-19 pandemic phase.

Another digital advance is the introduction by TM ONE of the AYDAD System, which can be accessed by all branch offices throughout Malaysia from 1 September 2021. The AYDAD System is a web-based application to help THCC and branches obtain information and related services, products and processes. This information will be used by members at the branch office to answer any queries received and the information provided is fast, accurate and up to date. On top of that, the enablement of certain critical functions outside TH’s normal business operations requires a method to effect proper knowledge transfer. TM ONE’s extensive Knowledge Management and Training strategy ensure all contact centre agents are correctly oriented and given a deeper understanding of THCC’s services and customer needs. The consistent use of these strong knowledge management tools across all channels plays a highly significant role in delivering excellent customer experiences.

Accelerating growth

Today, THCC’s technology and capabilities allow an average of 10,000 voice interactions to be handled every month with 94.3% of customers call picked up within 10 seconds. Callers have a quick, hassle–free accessibility to TH channels, reduces waiting time, which further enhances TH brand image.

THCC’s strategic approach to digital transformation, with the adroit use of technologies and expertise arising from the partnership with TM ONE, now enables an average of 1,700 digital channel interactions to be handled every month with a 100% response rate. With that, TH has resolved 96% of their customers enquiries within the first interaction (First Call Resolution-FCR), resulting in a better experience outcome for customers.

Despite the restrictions due to the pandemic, serving customers remains a priority. The current surge of customers through online channels is aptly handled by THCC, ensuring TH’s business continuity, and delivered with the resilience demanded by this highly challenging period. Most importantly, as confirmed by Customer Satisfaction Index results, TH customers acknowledge that TH service quality remains rated at 100%, which is again essential for driving business growth.

Through the years, by leveraging its technology partnership, TH has adopted innovative contact centre processes and new technology platforms, and has built a robust, resilient and agile platform to circumvent crises. TH has evolved to a fully-fledged customer-first culture, and continues to grow by extend wider support to its external, internal and business partners.

Since the inception of the partnership, TM ONE has proven to be a reliable partner to TH by heightening TH customers’ experience, and meeting over 97% of the contractual KPIs. This collaboration resulted in THCC’s recognition as one of the prime contact centres in the world, drawing multiple accolades and awards from the industry.

For inquiries or more information about TM ONE, please visit www.tmone.com.my

Envisioning MyDIGITAL for the Rakyat – A Digital Government Blueprint for Malaysia

August 02, 2021
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One of the aims of MyDIGITAL is to create a digitally-enabled government that will provide end-to-end digitalised public services which are more efficient, effective and transparent. Through TM ONE’s Digital Services, powered by our comprehensive Digital Connectivity and Digital Infrastructure, we are set to take the government’s digital transformation forward, supporting MyDIGITAL and enhancing the lives of all Malaysians.

How our digital solutions can enhance and transform various public services.

These digital solutions are supported by communication collaboration, big data and artificial intelligence, powered by a scalable cloud platform, hosted on secure data centres within Malaysia, and connected by a robust nationwide digital connectivity.

Click here to learn more about TM ONE Cloud α

Never waste a crisis: Lessons from Asian cyber attacks

June 30, 2021
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TM ONE’s cybersecurity solution helps Malaysian enterprises and public sector build digital trust and cybersecurity resilience, by managing five (5) key areas of risk – cybersecurity, compliance, privacy, ethics and social responsibility.

A closer look at what we can learn from past attacks in Southeast Asia and beyond.

It was just another day in January 2021. Some Malaysians had gone onto the official website of the state of Perak to access public services, only to be greeted by a startling message. “Hello admin, we just found your website is vulnerable for hacktivist. Please check your website and make sure it is patched before your website gets stamped again,” the warning read.

16 other websites for local governments and universities were also defaced. This was part of a campaign by hackers from Anonymous Malaysia to highlight weaknesses in the Malaysian government’s cybersecurity, reported ZDNet.

No hacks have been discovered since February 2021, The Malay Mail wrote. But the incident points to the potential vulnerabilities of public servers and the importance of securing them. How can governments learn from breaches such as this to build cyber resilience and digital trust?

Cyber hacks through the years

Malaysia certainly isn’t alone in being targeted by hackers. Singapore suffered a much publicised breach in its health data systems in 2018. 1.5 million Singaporeans had their personal information leaked onto the dark web, including Prime Minister Lee Hsien Loong.

Besides leaking personal data, cyber attacks can seriously disrupt our lives especially when they target critical infrastructure. Estonia’s major attacks in 2007 crippled banks, the media and some government agencies. Public servants couldn’t use their email to communicate with one another, and media outlets couldn’t deliver the news.

The threat of cyber attacks can escalate to threaten human lives. Earlier this year, a hacker tried to poison a water treatment facility in Florida through its remote access software. A German patient died as the first hospital she was sent to had been hit by hackers, and she couldn’t reach another hospital in time.

On a global scale, the 2017 WannaCry ransomware attacks impacted more than 150 countries and caused US$4 billion in losses worldwide. Perhaps most frighteningly, the attacks affected a third of National Health Service (NHS) hospital trusts in the UK, with ambulances rerouted and 19,000 appointments cancelled, according to Kaspersky.

Cyber tools for governments

What new tools or strategies can help governments fortify their digital borders?

In Malaysia, TM ONE, the enterprise and public sector business solutions arm of  Telekom Malaysia Berhad (TM), strongly believes that protecting critical infrastructure must become a key priority for enabling a digital Malaysia future. TM ONE’s cybersecurity solution helps Malaysian enterprises and public sector build digital trust and cybersecurity resilience, by managing five (5) key areas of risk – cybersecurity, compliance, privacy, ethics and social responsibility.

TM ONE has developed a Cyber Defense Centre (CYDEC), which is a fully Managed Security Services Provider (MSSP) that can detect, respond, predict and prevent cyber threats from a wide range of digital services in real time. These services include 5G, Cloud, Information Technology (IT), Operational Technology (OT), Internet of Things (IoT) and other Critical National and Information Infrastructure (CNII).

These solutions are crucial for organisations to safeguard their business, customer data and brand reputation from cyber threats and cybercriminals.

CYDEC was developed locally in Malaysia, and provides public and private sectors with digital trust and cyber resilience capability and capacity with its Global Cybersecurity Security Operation Centre (G-CSOC).

It is endorsed by both local cyber authorities, such as CyberSecurity Malaysia and the National Cyber Security Agency of Malaysia (NACSA), and has a Global Telco Security Alliance partner with telco giant Telefonica.

“With remote working here to stay and cloud becoming a critical component of an organisation’s digital transformation, decisions around what can be done in-house and what should be outsourced or purchased as a service can be game-changing for Malaysian enterprises seeking to turn “new normal” into an opportunity,” Maznan Bin Deraman, Head of Innovative Solutions & Cybersecurity Services, TM ONE told Business Today.

What we can learn

Never waste a crisis, as they say. Every breach presents an opportunity for governments to learn from mistakes and strengthen their cyber defenses.

The Florida water treatment facility incident, for instance, highlights the importance of security as people shift to remote working. “The problem is not the fact that remote software existed. I think the problem is that an adversary got hold of the credentials such that the adversary was able to access it,” Damon Small, Technical Director of Security Consulting at NCC Group North America, told CNN .

“Critical infrastructures will need to implement strong authentication methods when using remote access systems”, he emphasised. The world needs a passwordless-based with blockchain secure authentication to defend against credential theft.

“With more organisations and services moving to the cloud, we now see a greater evolution of threats and cybercrimes,” urged TM ONE’s Maznan. “There is an urgent need to protect digital infrastructure, data in the cloud and at every endpoint.”

As for WannaCry, its solution seems disproportionately simple for such a large scale attack. “Were it not for the continued use of outdated computer systems and poor education around the need to update software, the damage caused by this attack could have been avoided,” Kaspersky wrote.

Indeed, education and awareness are crucial in a nation’s cyber defense. Last year, Singapore launched a Safer Cyberspace Masterplan to raise general cybersecurity levels in the country. The plan will help businesses and individuals, Gwenda Fong, Assistant Chief Executive of the Cyber Security Agency of Singapore told GovInsider.

Nations will need watertight strategies and advanced Active Cyber Defense (ACD) to safeguard their digital borders. TM ONE CYDEC enables this for Malaysian organisations with real-time monitoring, simplified solutions and a comprehensive range of tools.

“Especially with the implementation of Malaysia’s Digital Economy Blueprint (MyDIGITAL), TM ONE CYDEC will ensure that government institutions can digitally transform while having the added assurance of knowing that public data is kept secure and in compliance with regulatory requirements,” Maznan concluded.

This article was written in collaboration with GovInsider.Asia

Fast Tracking Malaysia’s Smart Cities with Advanced Technologies in 2021

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The growing population and urbanisation trend require local authorities to rethink how they serve the citizens. Digital technologies such as cloud, Internet of Things (IoT) and Artificial Intelligence (AI) are the backbones for cities nationwide to implement solutions that make a city smart.

Industry experts are in accord that the emergence of the Covid-19 pandemic has delivered many sharp lessons including the urgent need to fast track smart city initiatives.

Indeed, this Outlook 2021 special edition presents a mountain of insights that push the smart city concept firmly from the ‘nice to have’ to the ‘must implement today’ for Malaysia.

As the beating heart of a smart city is smart data, we will focus on some essential perspectives to accelerate smart city developments. The current crisis highlight, among others:

  • Two challenges that must be transformed immediately into opportunities – and centre on the flow and handling of data; and
  • The vital need to build cohesive connections between advanced technologies, relevant culture change, and administration processes in order to heighten Malaysia’s economic empowerment, environmental sustainability, and social re-engineering to meet the demands of the 4th Industrial Revolution era.

As envisaged by Malaysia’s Smart City Framework under the 12th Malaysia Plan 2021-2025, digital transformation is a vital catalyst to potentise Malaysia’s recovery efforts and enhance the quality and safety of life in a rapidly shifting world.

Immediate Steps

Today, governments around the world are playing catch up because most citizens are ahead of the digital curve. Malaysians are pioneer internet users as borne out by many regional and global studies.

Carried during the pandemic, MCMC’s Internet User Survey 2020 recently reconfirmed the uptick in Malaysia’s use of the internet, which is driven significantly by daily usage of mobile apps to carry out life tasks – such as parking (multiple parking apps including KL’s JomParking, E Smart Park, Flexi Park, etc), checking in for errands during the pandemic (MySejahtera), banking & digital payments (e.g.TouchnGo), work, social interaction, and eCommerce in all its forms. Currently, 88.7% of the population are internet users with smartphones reaching near-saturation usage level at 98.7% in 2020.

Currently, many apps overlap to carry out common tasks. Which is reflected in another major challenge – a stumbling block facing both public and private sectors globally.

Data silos are collections of information often accessible by only one group, which grossly hampers sharing and decision-making. Though centralisation is difficult due to concerns such as privacy, data sovereignty, and data existing in varying states of quality, a move to data lakes would help to start addressing this block – providing informed data and insights for better decision making.

The pandemic has prioritised unlocking digital potential especially arising from the phenomenal growth of devices (the Internet of Things, IoT) in our personal and business lives that are online, connected, and capable of collecting and sharing data, which is ubiquitously called the new oil – and regarded as a key asset in today’s world.

Technology Imperatives

Smart cities – also known as SCC or Smart and Connected Communities – can provide essential infrastructural support for the deployment of advanced analytics and connected solutions.

Digital technologies that help to collect, process and act on real time data include essential jigsaw pieces such as IoT and Artificial Intelligence (AI), all of which ride on cloud computing – a platform that has proved to be a lifeline during the current crisis, enabling us to connect through videoconferencing apps and remote access systems.

5G technology presents another avenue of hyper connectivity especially in areas previously difficult to serve. And the future holds capacity building for autonomous vehicles and the ‘next normal’.

At the beginning of 2020, the world saw a series of public-private collaborations in Malaysia with the sanction of the government included demonstrations of large-scale use cases.

A confluence of technologies demonstrated by real-time projects placed in parts of the island archipelago of Langkawi could easily be viewed from the TM ONE 5G Command Centre (5GCC) built on an open, sharing model to enable full collaboration into the future.

The use of AI smart cameras, community alert buttons, geolocation apps, My Smart City mobile app, smart helmets and other solutions – powered by real-time data analytics – demonstrated multiple use cases spanning smart city, smart tourism, smart traffic smart agriculture, as well as crime prevention and citizen safety.

Build a Seamless Future

Smart city technology is enhancing safety, reducing costs, building resiliency, providing innovative new services, and generally improving living conditions, as evidence by analysts such as McKinsey Global Institute projects which shows that moving to the smart city concept is reducing fatalities by 8–10 percent, accelerating emergency response times by 20–35 percent, shaving average commutes by 15–20 percent, lowering disease burden by 8–15 percent, and cutting greenhouse gas emissions by 10–15 percent, among other positive outcomes.

With the aim of becoming a Vibrant City by 2030, Majlis Perbandaran Subang Jaya (MPSJ) is another Malaysian example of smart city initiative to enrich community life by utilising advanced technologies to deliver smart services to people in SS15 Subang Jaya.

Some would say that investment needed to develop a smart city would be hefty. On the contrary, a smart city is a city that intuitively adapts and responds to the needs of its Rakyat. The need of the Rakyat comes first as technology is merely the enabler to address that need.Its is not paramount that everything within the city be made smart, for the smart city technology to be sustainable,emphasis should be made on strategic touchpoints of everyday life. Sustainability of a smart city anchors on needs and inclusion of surrounding stakeholders.

Power of Partnerships

Given the prevailing high failure rate of projects – a PwC/Gallup study of more 10,640 projects found only 2.5% of companies met their original goals while failed IT projects cost the US$150 to 150B in lost revenue and productivity in the US – we must not forget that for every step of a project demands an integrated holistic approach.

The glue that connects and holds together transformational drivers – such as strategic vision, planning, communication, culture change, digital technologies – is the right array of talent and expertise in a highly collaborative partnership – often referred to as professional services.

In 2021, Malaysia’s public authorities are now ideally placed to refresh and fast track smart city initiatives with digital technologies to upscale service levels, citizen well-being, and especially important at this time – to forge the space for sustainable growth and development.

The growing population and urbanisation trend require local authorities to rethink how they serve the citizens. Everyone – private, public and the people, has a role to play. Digital technologies such as cloud, Internet of Things (IoT) and Artificial Intelligence (AI) are the backbones for cities nationwide to implement solutions that make a city smart. Real time data collected from millions of devices and sensors can be computed and analysed at ultra fast speed to generate valuable insights. These insights can in turn be used to formulate policies and action plans to improve the citizen’s quality of lives.

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