By Nasuha Badrul Huzaini
KUALA LUMPUR, Nov 19 — The state government, through its tech arm Smart Selangor Delivery Unit (SSDU), is striving to keep up with fast-paced consumer demand as the digital standards for Selangor citizens are pretty high.
SSDU managing director Dr Fahmi Ngah said that while the state government innovates the digital landscape, he has noted several changes in consumers’ psychology and buying behaviour.
“People in Selangor have been very demanding because they have greater exposure to technologies. For example, when we developed a payment system, the people asked for more services to be integrated into one system. Hence the challenge for us is to meet the expectation.
“Digitalisation also has its downside, as people get easily agitated if the digital services are not up to their expectations. These days, they usually vent their frustrations on social media.
“However, I also notice that in certain parts of Selangor where digital access is not as widespread as it is in urban areas, some individuals take advantage of their mobile apps know-how, but in a good way,” said Fahmi, adding that certain groups would appoint themselves as mediators or brokers and offer digital services to those who are not tech-savvy.
Fahmi was speaking during the panel discussion ‘Innovate Business - Virtual is Real’ at the fifth Selangor Asean Business Conference 2021 at the Kuala Lumpur Convention Centre, here today.
Meanwhile, Fahmi said social media has both positive and negative impacts and that several incidents had benefited the state government.
“For example, if there is any report from citizens on any issues, we are quickly made aware of the problem and can resolve it immediately.
“However, since people also easily vent on social media, it could worsen the situation for the state administration. Nonetheless, we prefer to take it positively because at least we know what is currently happening and can take action accordingly,” he said.
When asked about the plausible approaches digital services providers can implement to retain users, Fahmi said he believes in embracing the 3c’s (Convergence, Catch and Culturisation) culture.
“An application itself needs to ensure its longevity, as it acts as the window to access services and at the same time for us to get feedback on the offered services,” he said.
SSDU is a wholly-owned subsidiary of Menteri Besar Selangor (Incorporated) and has been mandated by the state government to spearhead its smart initiatives.
