Assessing the Impact and Effectiveness of the Jalinan Digital Negara (JENDELA) Plan

Abstract

The Malaysian government launched the Jalinan Digital Negara (JENDELA) plan in August 2020 with the goal of expanding and improving digital connectivity nationwide. This study examines the impact and effectiveness of the plan on various aspects of Malaysian society, including the economy, social dynamics, and education. To achieve the research objective, 53 people from diverse respondents, representing various backgrounds, such as telecommunication service providers, government officials, urban and rural residents, individuals from the education and business sectors, and representatives of the Orang Asli community were interviewed. This diverse array of perspectives facilitated a holistic examination of the plan's effects. The analysis from NVIVO 14 revealed four distinct themes; user perspectives on internet service quality and their perceptions of government initiatives; issues concerning digital inclusion and support, encompassing affordability and internet usage frequency; customer interaction and support, evaluating assistance from private entities and users' awareness of complaint and feedback platforms; government initiatives and promotional efforts, emphasizing the need for increased awareness and understanding of the JENDELA program. This research provides valuable insights into the multifaceted impact of JENDELA on Malaysian society and identifies key areas for improvement in plan implementation. By addressing the information and support needs of diverse stakeholders, the study aims to enhance the plan's efficacy, facilitating Malaysia's ongoing digital transformation and contributing to the nation's digital connectivity and socio-economic progress.