SINGAPORE: The Sarawak Civil Service Digitalisation Unit (SCSDU) won the Malaysia Social Equity and Inclusion Initiative of the Year - Community category at the Singapore-based GovMedia Conference & Awards 2026 for Service Sarawak: One Government at Your Service - Bridging Communities through Inclusive Digital Transformation.

According to a statement, SCSDU 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.

“The initiative improved service access for both rural and urban communities as rural citizens who previously needed to travel to major towns for government transactions could use multi-service channels instead, reducing travel time and related costs.

“Meanwhile, urban citizens also benefited from more direct processes through connected digital and physical channels,” it said on Thursday.

The statement also noted that service counters followed a client charter that shortened waiting periods, with overall service time reduced by up to 75 per cent, 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 RM6.1 billion across all channels. Customer satisfaction has consistently remained above 97 per cent over the past three years, reflecting strong service delivery performance,” it said.

In conjunction with the GovMedia Conference & Awards 2026, SCSDU Director Datu Grace Huong Siew Hung showcased Sarawak's digital transformation journey and strategic initiatives, while sharing valuable insights, experiences, and best practices with government and industry leaders from across the region during a distinguished panel discussion.

As of May 2026, Service Sarawak has expanded its footprint across Sarawak, including Kuching, Serian, Sri Aman, Betong, Sarikei, Sibu, Miri, and Lawas, strengthening access to government services in both urban and rural areas.

The initiative aligns with the Post COVID-19 Development Strategy (PCDS) 2030, particularly its focus on social inclusivity, and supports the United Nations Sustainable Development Goal 10 on reduced inequalities.

The recognition of Service Sarawak on this platform positions SCSDU alongside leading public sector innovators in the region and enhances the international visibility of Sarawak’s approach to delivering inclusive and integrated government services. -UKASnews