Evaluating and Optimizing MySejahtera App Analytics for Sustainable Digital Government Services

Numerous government entities have implemented digital strategies to manage the COVID-19 crisis throughout the pandemic. Malaysia has enhanced its initiatives through its official mobile applications (apps), MySejahtera. MySejahtera plays an essential role in managing COVID-19, providing valuable preferences to guide health strategies, and has remained the principal application endorsed by the Ministry of Health of Malaysia. In contrast to over 200 other applications created by various Malaysian government agencies, MySejahtera stands out as the most extensively downloaded and persistently utilized application among users, suggesting a marked discrepancy in user adoption and engagement levels with other government apps in Malaysia. Existing research is deficient in examining valuable data resources and user experience in government app optimization. This study undertakes a comprehensive evaluation of MySejahtera through the meticulous analysis of application analytics and user feedback, aiming to assess its operational efficacy, patterns of user engagement, and performance indicators. Through the implementation of both statistical and thematic analyses, this study presents critical factors that affect the app’s sustainability and its effectiveness within the realm of Malaysia digital governmental services. By integrating the Technology Acceptance Model (TAM) with sustainability theories, this study offers a basis for appraising user engagement and application efficacy. Furthermore, this comprehensive study endeavor meticulously proposes a variety of optimization strategies that are fundamentally rooted in the best practices that have been observed and documented in the MySejahtera application, and these strategies encompass a wide array of enhancements to its key feature insights, emphasizing key feature insights, frequent updates, response to app reviews, user engagement, emerging technology adoption, geographical, demographic, and language diversity, enhanced security and data privacy, optimize technical specifications, observing performance issues, and strategizing organizational efforts to address the dynamic requirements of citizens that can evolve in tandem with the needs of the user base and the technological landscape. The findings derived from this study significantly contribute to the existing body of knowledge surrounding software measurement methodologies by effectively demonstrating the critical role that app analytics play in the ongoing refinement and enhancement of mobile applications within the public sector, thereby providing a framework for evaluating their efficacy and impact. This study further offers a series of strategic recommendations that are vital for ensuring the long-term sustainability of mobile government applications, not only within the context of Malaysia but also in a broader, global perspective, thereby highlighting the importance of a forward-thinking approach in the development and maintenance of such technological initiatives.