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The Customer-centric e-Tanah

Tuan Haji Mohd. Ibrahim bin Abu Bakar
Deputy Secretary General II,
Ministry of Natural Resources and Environment

Set up with a vision of achieving an updated, effective, efficient and accurate National Land Administration System via utilization of Information Communication and Technology (ICT), the E-Tanah project of Ministry of Natural Resources and Environment encompasses 24 main areas in land administration including disposal, registration of titles, transfer approvals and distribution of property. Tuan Haji Mohd. Ibrahim bin Abu Bakar, Deputy Secretary General II, Ministry of Natural Resources and Environment, discusses the project in detail.

When and how was e-Tanah conceptualised?

e-Tanah was known as Sistem Pemodenan Pejabat Tanah ( SPPT) (or a system to modernize the land office). The study on SPPT was carried out in 2000 – 2002 by the Department of Land and Mines (Jabatan Ketua Pengarah Tanah dan Galian or JKPTG) in collaboration with a local private consultant. Subsequently the findings on land office modernization initiated by the SPPT study were presented to the National Land Council (Majlis Tanah Negara) in 2003.

The concept of the e-Tanah system is to be executed in Penang Land Administration as a pilot project upon approval given by the Cabinet on 19 January 2005.

What role does the Department of Land and Mines play in this? Which other agencies, public and private, are involved in this project and in what ways?

The role of the Department of Land and Mines in Peninsular Malaysia under the proposed e-Tanah system can be classified into 3 levels:

  • Federal Level (JKPTG) – planning, execution,coordination, and custodian of e-Tanah system
  • State Level (PTG) – secretariat to the e-Tanah Implementation Committee at State Level and Chairman of State e-Tanah Task Force
  • District Level (PTD-PTD) – District e-Tanah Task Force

All State PTGs constitute the various levels of the e-Tanah project management structure, i.e. e-Tanah Steering Committee, e-Tanah Coordination Committee, e-Tanah Legislation Committee. The project is ‘government-driven’ and it is spearheaded by Pasukan Projek e-Tanah, NRE in collaboration with an appointed contractor.

What are the challenges involved in integrating the entire country database of land records into one system?

Land matters are under the purview of the respective states in Malaysia. Therefore, an integrated database of land records will be developed for every state and does not involve the integration of the land records of the entire country into a single database/system. Among the possible challenges are:

  • Leadership at PTG and PTD;
  • Mindset change rather than fear of devolvement of power and authority;
  • Ensuring the underlying telecommunication infrastructure required to support the services delivered are available;
  • Increasing concerns about security and privacy issues;
  • Supporting legal framework arising from providing services online;
  • Training and transfer of technology;
  • Change management;
  • Conducive and efficient counter services;

Do paper records and their measurements tally with the spatial entities in the LIS created or the maps are for reference and the attributes are attached from the external source particularly the geographic extent and etc.?

Yes. By way of external integration, i.e. between the e-Tanah system and SPDK (JUPEM), e-Tanah & MyGDI in regard to preparation of land reports and plans preparation for land titles registration process. There are various GIS technology enablers that will be associated in the development of the e-Tanah system in order to ensure the paper records and their measurements tally with the spatial entities in the e-Tanah Spatial Database.

What are the methods of updating the data, especially when there will be multiple users and each may be working in their own vertical segment, coming across new development and changes?

By supporting technology enablers, data updating can be done by the system virtually, electronically and on a real-time basis.

How important will e-Land Administration be in improving the lives of people at the grassroots? What will be the deliverables of the project?

With the introduction of e-Tanah in all Land Offices and State Land and Mines Offices, the general public dealing with these offices will save considerable time and money due to enhanced public services and accurate and timely data being available upon request. The general public will also benefit from the proposed customer centric environment and work procedures to be introduced through e-Tanah via:-

  • The delivery of land office services, where there is an online, Internet-based, or electronic aspect to the delivery of the services.
  • The conduct of land office businesses where the activities of those involved in the process of land office itself (such as land administrators and the title registration process) where some electronic or online aspect is under consideration.

As an example, the concept of Single Point of Contact (SPOC) is designed to function as an entry point for all land and land-related matters transactions which are presented at the land office, viz:

  • Customer Centric Organization – customers’ satisfaction priority.
  • Single Service Counter – Process Reorientation thru one stop centralized counter functionality
  • Customer Service Management – assisting the public to obtain Land Office services and serve as single contact point for all businesses
  • Multiple Access Channel – facilitate public to interact with Land Office, i.e. e-payment
  • Integration among the systems – quick and easy retrieval of data, i.e. e-search

What is the timeline for the project to be completed and implemented for public usage?

The development of the e-Tanah pilot system in Penang started in October 2005 and will take 2 years to be completed. The roll-out of the system to all states in Peninsular Malaysia is approximately by end of 2008 – 2010. The public in Penang would be able to use the online system once the Final Acceptance Test (FAT) is completed in October 2007.

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