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2. 2 Due to the pervasive nature of ICT, the new millennium will require a new breed of ICT knowledge workers with a whole range of new skill sets Training, transfer of technology and learning are factors that will ensure the public sector personnel have the appropriate skills and knowledge to transition into E- Government

3. 3 As the nation moves from the industrial to the information age, ICT is paving the way to greater efficiency, productivity and competitiveness The NITA categorically promulgated the need for education, skills development and acculturation to create an information literate society

4. 4 ICT skills are equally relevant for the technical and managerial personnel as well as end-users o Technical personnel are expected to develop and maintain applications o Managerial personnel are expected to set ICT policies and direction as well as manage ICT-related projects o End-users should be equipped with the proper training to use the new applications or systems

5. 5 The introduction of major E-Government systems will impose strains on current manpower o There are also competing priorities for these limited resources with existing projects and computerisation programmes within the government The great disparity in career attractiveness within public sector compared to private sector has posed a challenge in government to attract and retain the right number of people with the right skill

6. 6 With relevant information, policymakers will o Have insights and comprehensive scenarios of ICT and related human resource issues in Malaysia o Able to recommend policies, strategies, action plan and programmes to reduce shortages and improve the training delivery systems

7. 7 There are gaps in the eleven skill sets possessed by the ICT personnel in the public sector The current government staff development and promotion processes would not be able to deliver sufficient experienced technical ICT personnel ICT knowledge workers were taking on roles of technical ICT personnel reducing pressure on the latter

8. 8 Skill sets with minor gaps - resourced using current staff Skill sets with major gaps - supplemented by outsourced professionals Training should target those who would be directly involved in ICT projects or initiatives to satisfy the required demand Develop partially proficient Full Time Equivalent (FTE) into proficient FTE increase in graduate hire to ensure adequate number of new staff to be developed to proficient FTE Allow lateral entry of already proficient FTE from outside

9. 9 Flexibility for organisations to recruit, mobilise and retain the needed employees and to modify job classifications to broadly described classifications that competency-based Redeployment of staff through retaining and the implementation of succession planning Measures to improve productivity and to retain quality employees Set up centres of specialisation or identify subject matter experts For skills that are in short supply and difficult to recruit and retain within government, alternative supply options were recommended

10. 10 Committees have been established to take appropriate measures to address the problems of ICT manpower shortages o Determine the required number of ICT posts, service structure and remuneration system o Identify the types of competency needed and implement the competency-based human resource management o Plan and develop training programmes in line with the competency requirements o Integrate the competency profile with HRMIS

11. 11 Rightsizing is one of the policies of public sector E-Government being a strategic growth sector, it is necessary to create additional establishments o Additional posts were created at the lead implementing agencies to enable dedicated project organisations to implement the projects effectively E-Government initiative relied on the availability of sufficient expert personnel to carry out the various projects forward o The provision of shared services calls for the deployment of appropriate human resource requirements

12. 12 Training requirements can be categorised into o Applications o Product o Generic ICT training Application training is specific to learning the functions and features of the application or system Product training is technical training that facilitates the operation and maintenance of the specific application Generic ICT training aims to increase the ICT literacy of public sector personnel and subsequently their ability to be competent users of the E-Government applications

13. 13 3 parties are responsible for training o The awarded consortia of solutions providers o The lead implementing agencies o INTAN INTAN oversees the overall training effort MAMPU and lead agencies oversees the training for the various projects The appointed consortia will be responsible for developing the training plan and training the end- users in the applications

14. 14 To ensure that all trainings conducted by the various E- Government solution providers are of required quality Responsible for creating a critical mass of ICT users to support the E-Government initiatives

15. 15 Responsible for all application and product training o Developing the curriculum plan o Providing the training resource requirements o Conducting the relevant training o Developing and conducting training evaluation

16. 16 Responsible for identifying candidates to be trained Work with INTAN to review, monitor, facilitate and approve all deliverables of the consortia To ensure that end-users have a basic knowledge of computers and its usage Identify potential trainers and monitor training effectiveness of the 3T programme Ensure that all training materials are prepared and finalised before the execution of the training programme

17. 17 One of the pre-emptive measures taken by the government was to clearly outline in the CRFPs that a structured TOT programme must be delivered TOT is to flow from o Various vendors and service providers o Programme Management Group consultants

18. 18 Contractually, the vendors have to enable the government to o Operate the E-Government application/system o Maintain the E-Government application/system o Develop new application/system

19. 19 Programme Management Group Programme Support Group Project Support Group E-Services E-PerolehanPMO-GOE HRMISPMSELX Future EG Projects 1. TOT from Consortia/ Vendor/Service Provider to E-Government Projects 2. TOT from the Programme level to the E- Government Projects

20. 20 Identify WHO to transfer knowledge, skills and abilities Establish HOW and WHEN to transfer the knowledge, skills, and abilities identified Determine WHAT knowledge, skills and abilities to transfer

21. 21 The smart partnership established between the government and the programme management consultants benefits the government not only the consultancy services but also from the proactive transfer of knowledge and skills MAMPU and the appointed consultants crafted several structured knowledge-sharing plans to ensure the flow of knowledge to those involved with the E-Government projects

22. 22 In order to measure the effectiveness of the TOT programmes, a TOT audit team was conducted by MAMPU in mid-2000 o Has not fully met its objective in the skill areas relating to technological and technical ability o Non-technical knowledge and ability such as Business Process Reengineering and Change Management had a higher level of success