Identifying User Requirements of Mobile Government Services in Malaysia Using Focus Group Method

Mobile government implementation in Malaysia is still in its very early stages – indeed a comprehensive m-Government has not been shaped yet. In this regard, we need to investigate the potential needs of users of m-Government services. In addition, there is a need to describe the factors that lead to the integration of the services provided with users’ everyday practices. In this research, we examined different groups of citizens with varying needs and practices in the available technologies. Focus groups method is used to collect data. Results show that although awareness of mobile government services is reasonably high, only a small number of Malaysians actually use mobile government services. However, citizens acknowledged that mobile government services can be useful, easy to use and convenient. Moreover, both the discussion groups and the questionnaire addressed the problems, limitations, and improvement needed in m-Government services which include information content, information presentation, system structure, search alternatives, and navigation logic.