Sarawak Civil Service Digitalisation Unit, Department of the Premier of Sarawak wins at GovMedia Conference & Awards 2026
Counters, kiosks, a mobile application, and a digital portal were integrated as a one-stop service delivery platform.
Sarawak Civil Service Digitalisation Unit, Department of the Premier of Sarawak won the Malaysia Social Equity and Inclusion Initiative of the Year - Community category at the GovMedia Conference & Awards 2026 for Service Sarawak: One Government at Your Service - Bridging Communities through Inclusive Digital Transformation. The initiative brought multiple government services into one access point for citizens across Sarawak through physical, digital, and mobile channels.
The unit developed Service Sarawak under the Sarawak Civil Service Digital Transformation Journey to address access issues in a large and diverse state. Citizens in rural and remote areas had faced long travel times, separate service points, and limited digital infrastructure when dealing with government agencies. Service Sarawak responded to these issues by consolidating public services into a single gateway that could be used across different channels, depending on a citizen’s preference, location and level of digital access.
Service Sarawak combined counters, mobile applications, kiosks, and a digital portal under SarawakPass, a secure single sign-on system. Through this setup, citizens could complete transactions, make payments, and track applications without going to different offices for separate services. The platform also supported English and Malay, helping make services more accessible to Sarawak’s population.
The initiative improved service access for both rural and urban communities. Rural citizens who previously needed to travel to major towns for government transactions could use the multi-service channels instead, reducing travel time and related costs. Urban citizens also benefited from more direct processes through connected digital and physical channels. Service counters followed a client charter that shortened waiting periods, with overall service time reduced by up to 75%, whilst digital use continued to grow as more citizens used Service Sarawak platforms. To date, Service Sarawak has served over 3.4 million customers and facilitated more than 5.5 million transactions, with total collections reaching RM6.1b across all channels. Customer satisfaction has consistently remained above 97% over the past three years, reflecting strong service delivery performance.
Service Sarawak has expanded access through centres and kiosks across the State, including Kuching, Serian, Sri Aman, Betong, Sarikei, Sibu, Miri, and Lawas as of May 2026. Further work includes additional services and centres, improved kiosk interfaces and mobile applications, customer satisfaction management, and broader service coverage in ensuring “no one is left behind”. The initiative supported Sarawak’s Post COVID-19 Development Strategy 2030 pillar on social inclusivity and Sustainable Development Goal 10 on reduced inequalities.
GovMedia Conference & Awards gives recognition to the trends and best practices that transform the public sector in the Asia Pacific. The awards programme promotes excellence and provides a platform for exemplary government initiatives.
The GovMedia Conference & Awards is presented by GovMedia Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be recognised for your organisation's government projects and initiatives, please contact Marni Marco at +(65) 3158 1386 and [email protected].
