Public Sector End-to-End Services

End-to-End (E2E) government services are a key strategic instrument to realise the digitalisation target under the 13th Malaysia Plan (13MP). This target sets out that 95% of Federal Government services will be provided fully online from start to finish in line with the public sector transformation direction towards an integrated, efficient and high-impact digital government. The E2E approach emphasises comprehensive digitalisation covering the entire service cycle, from the application, processing and approval stages to the delivery of service outcomes to customers, without reliance on manual intervention or physical processes.

In line with the 13th RMK E2E digitalisation target, emphasis is placed on eliminating service silos, reducing system duplication and improving service delivery that is more efficient, transparent and user-focused. In this regard, the implementation of E2E services plays a key role in achieving these targets through the coordination of processes across ministries and agencies, the use of integrated digital platforms and strengthening secure data sharing and usability. This approach enables public services to be delivered smoothly, consistently and easily accessible to the target group.

As a support measure for the implementation of E2E digitalization, a paperless approach for simple transactions will be implemented starting 9 February 2026. This approach includes the full use of digital platforms for document management, transactions, approvals and service records in line with the principles of automation, system integration and secure data sharing. The implementation of a paperless approach is expected to reduce operating costs and processing times, while supporting environmental sustainability practices and strengthening a digital work culture in the public service.

Overall, the implementation of E2E digitalization of public services through the Public Service Digitalization Program with a paperless approach reflects the government’s continued commitment to modernizing public administration. This initiative forms the basis for achieving the 13th RMK E2E digitalization target by ensuring that the public sector digital transformation is implemented holistically, in phases and sustainably, thereby supporting the formation of an efficient, responsive and resilient digital government ecosystem as well as the delivery of fast, secure and results-oriented public services.

The Government Services Listing Guide (GSPK) has been issued by JDN as an official reference for all ministries and implementing agencies. This guide forms the basis for standardizing, coordinating and strengthening the implementation of E2E services across the public sector to ensure that the delivery of government digital services is more consistent, efficient and focused on the needs of the people.

Malaysian

English

Public Sector End-to-End Services

Online Service Statistics