When Welfare Goes Digital — and the Poor Get Left Behind

In a small room in Belait, voices rose not in anger, but in quiet exhaustion.
The digital age promised connection — but for the poor, it’s becoming another kind of silence.

 A recent informal dialogue session revealed what many have long suspected — Brunei’s digital welfare system, designed to improve efficiency, is unintentionally leaving some of its most vulnerable citizens behind.

 From elders who have never touched a smartphone to families who wait months for a response they can’t check online — this is a story of progress without inclusion.

 As His Majesty reminded, inefficiency in serving the poor is not just administrative — it is moral.

When compassion loses to convenience, it’s time to ask: who are we really digitising for?

🟤 KopiTalk with MHO — Real Stories for a Better Nation

#Brunei #KopiTalkWithMHO #Wawasan2035 #DigitalInclusion #SocialJustice #Zakat #Welfare #EmpathyInGovernance #NegaraZikirBy Malai Hassan Othman

“If the poor cannot reach the system, then the system must reach them.”

Belait, 18 October 2025: A small private room at a local restaurant in Belait recently became the meeting place for voices rarely heard - the poor, the sick, and the elderly, all gathered for an informal dialogue session to share their experiences in accessing the national welfare system. 

The session, facilitated by the Biro Tindakan Aduan Rakyat (BITAR), provided several families categorised as asnaf fakir miskin the opportunity to express their frustrations and struggles in applying for assistance through the Skim Kebajikan Negara (SKN).

Many participants admitted they did not understand how to apply online. Some had never owned a smartphone or computer, while others were completely unfamiliar with the internet. 

What was designed to simplify welfare delivery has, for many, become an invisible wall. “We don’t know how to fill out the online forms,” said one elderly woman. 

Another participant mentioned that she applied months ago but never received a response. 

Others described being unable to complete applications due to missing documents or unstable internet connections. 

“Sometimes I just wait and pray that someone will come and ask if we have enough to eat,” said one mother quietly, her voice trembling between hope and fatigue.

BITAR volunteers listened attentively and took the opportunity to explain the application process - how the system works, what documents are required, and where help could be sought - so that participants could better understand what to prepare before making their applications. 

They also acknowledged the challenges faced by participants, including poor connectivity, lack of access to devices, and low digital literacy. For those who were ill or unable to work, BITAR offered to help obtain medical certification to strengthen their future applications. 

To ease the immediate burden, food supplies - rice, oil, and other necessities - were distributed to provide short-term relief and comfort.

BITAR later noted that the digital application system under SKN remains unfriendly to the poor, the elderly, and rural residents. 

Technology, they said, should be a bridge - not a barrier. The group suggested that authorities consider hybrid assistance models that combine online efficiency with physical support, such as mobile counters, local help desks, and trained facilitators at the grassroots level. 

The message was clear: no one should be left behind due to a lack of digital literacy or access.

These concerns are not isolated. They echo a sentiment repeatedly heard within the halls of the Legislative Council during the August 2025 sessions, where several members voiced similar worries about Brunei’s growing digital divide. 

The Minister of Religious Affairs, Pehin Badaruddin, acknowledged that while the digitalisation of the zakat and SKN systems was intended to improve transparency, many applicants still find the process complicated, particularly the elderly and those without digital access.

He also conceded that manual verifications and administrative overlaps continue to slow down the approval of assistance. 

Members representing rural districts, including Belait and Temburong, pointed out that villagers without internet access often struggle alone and proposed hybrid approaches — a mix of digital convenience and on-the-ground human assistance — to ensure inclusivity. 

Several even called for village heads and penghulus to be trained as community facilitators for online applications.

The Minister of Transport and Infocommunications, Pengiran Shamhary, acknowledged that gaps in digital connectivity remain, especially among low-income and interior communities. 

He assured the Council that while Brunei’s digital strategy under Wawasan 2035 emphasises innovation, it must also embrace inclusivity. “Digital transformation,” he said, “means nothing if people are left behind.”

The situation mirrors concerns raised repeatedly by His Majesty Sultan Haji Hassanal Bolkiah, who has long emphasised the need for welfare and zakat administration that is both efficient and compassionate. 

During a surprise visit to the Ministry of Religious Affairs earlier this year, His Majesty questioned why applicants under the asnaf category had to wait months for verification when officers and village heads could easily assess their conditions on the ground. 

He reminded that inefficiency in managing welfare and zakat is not merely an administrative lapse but a moral one — a failure to uphold trust in serving those most in need.

These royal reminders, now reinforced by parliamentary debate and BITAR’s ground-level findings, point to a deeper challenge in Brunei’s social safety net. 

Digital transformation has improved transparency but has also excluded those least equipped to keep up. Without corrective measures, the gap between the system and the citizen will continue to widen.

As one BITAR representative observed, poverty cannot be solved by statistics or systems alone — it requires empathy, presence, and human understanding. 

The poor do not live on data dashboards; they live in real homes, with real needs, waiting for someone to see them.

If the poor cannot reach the system, then the system must reach them. That, as His Majesty has reminded us, is what true service to the people — and to God — truly means. (MHO/10/2025)

🟤 KopiTalk with MHO - Real Stories for a Better Nation.
 

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Zikir Dalam Perancangan Strategik dan Penyediaan Senario

AHAD 7 JUN 2015: SESEBUAH organisasi perlu menyesuaikan dan menyelaraskan setiap perancangan dengan persekitaran kerohanian, politik dan sosial di Negara Brunei Darussalam yang telah menjadikan konsep Melayu Islam Beraja (MIB) dan Negara Zikir sebagai cara hidup bangsanya.

Kerana kelalaian dalam mengambil kira perkara tersebut boleh saja mendedahkan sesebuah organisasi itu kepada risiko kegagalan yang tinggi dalam perlaksanaan sesuatu dasar dan program pembangunan.

Senario ini antara perkara yang di bincangkan dalam bengkel dua hari yang bertajuk, ‘Strategic Planning dan Scenario Building’ (Perancangan Strategik dan Penyediaan Senario).

Bengkel pengurusan anjuran Institut Perkhidmatan Awam (IPA) itu telah berlangsung di Institut Perkhidmtan Awam Kampong Rimba Gadong pada Rabu 3 Jun hingga 4 Jun 2015.

Seramai 38 orang kakitangan kerajaan yang mewakili beberapa Jabatan dan institusi kerajaan turut serta dalam bengkel yang dikendalikan dan di mudah cara oleh PPP Ilmu Alim, sebuah firma tempatan perundingan pengurusan dan pembangunan sumber manusia.

Melalui bengkel latihan Perancangan Strategik dan Penyediaan Senario ini, PPP Ilmu Alim telah mengambil langkah memperkenalkan modul latihan yang menggabungkan konsep zikir dan Melayu Islam Beraja dengan konsep pengurusan konvensional.

Ini selaras dengan hasrat Kebawah Duli yang Maha Mulia Paduka Seri Baginda Sultan dan Yang Di Pertuan Negara Brunei Darussalam agar “apa jua perkara yang hendak kita buat, sama ada ia di peringkat memikir, merancang atau melaksana, hendaklah ingatkan Allah…Kita perlu tagih berkata dan petunjuk daripada-Nya”

Ia juga selaras dengan dengan semangat negara sebagai sebuah negara Melayu Islam Beraja dan Negara Zikir serta moto negara; ‘Sentiasa Berkhidmat Dengan Petunjuk Allah Subhanahu Wa ta’ala’ selain bertepatan dengan Wawasan Perkhidmatan Awam Negara Brunei Darussalam Abad ke-21 iaitu: “Untuk menjadi sebuah institusi yang sentiasa membangun dan berusaha dengan gayanya tersendiri menurut calak Islam dalam persekitaran yang sihat dan selamat di bawah inayah dan petunjuk Allah Subhanahu Wata’ala”

Di awal bengkel peserta di ingatkan dengan titah hasrat Baginda Sultan tersebut yang telah di hebahkan pada tahun 2004 sempena Majlis Perasmian Pameran Kepimpinan Raja.        

Dalam titah tersebut baginda berseru, “BETA ingin mengingatkan bahawa apa jua perkara yang hendak kita buat, sama ada ia di peringkat memikir, merancang atau melaksana, kita hendaklah ingatkan Allah… Kita perlu tagih berkat dan petunjuk daripada-Nya”

Bertolak dari titah tersebut, Dato Paduka Malai Haji Ali bin Malai Haji Othman selaku pemudahcara menjelaskan bahawa program latihan dua hari itu di tambah nilai dengan kaedah PERANCANGAN STRATEGIK dan PENYEDIAAN SENARIO yang LEBIH EFEKTIF melalui KONSEP ZIKIR yang akan menyerapkan kaedah DOA, TAFAKUR, INSAF, TAUBAT dan TAWAKAL sebagai nilai tambah kepada alat pengurusan konvensional.

Strategic Planning dan Senario Building merupakan dua alat pengurusan penting yang perlu di laksanakan dan ianya dapat membantu sesebuah organisasi memainkan peranan yang lebih berkesan.

Melalui bengkel ini peserta-peserta antara lain telah berpeluang menjalani latihan dalam perkara-perkara berikut dalam proses melakar perancangan strategik dan peyediaan senario iaitu:

                                                      I.              Proses dalam pembentukan strategi

                                                    II.              Megenalpasti isu

                                                  III.              S.W.O.T Analysis

                                                 IV.              Mengumpul dan menganalisa maklumat

                                                   V.              Akauntabiliti

                                                 VI.              Plan Tindakan dan Perlaksanaan

                                               VII.              Misi, Visi, Nilai-Nilai serta kaedah-kaedah konvensional yang lain yang perlu 
           dilaksanakan dalam proses penyediaan senario dan perancangan strategik  

Sebagai nilai tambah, jelas Dato Malai Ali, KONSEP ZIKIR dan elemen-elemen pengurusan dan pentadbiran baik (good governance) yang terdapat dalam prinsip Melayu Islam Beraja juga diterapkan kedalam konsep perancangan strategik dan penyediaan senario konvensional tersebut.

“Ini merupakan satu pendekatan yang mesra persekitaran kerohanian, politik dan sosial tempatan. Justeru ia perlu dijadikan amalan oleh setiap penjawat awam yang diamanahkan dengan tanggungjawab menyediakan perancangan dan plan tindakan sesuatu projek atau program pembangunan”, tambah Dato Malai Haji Ali.

“Secara ringkas, komponen penting dan asas dalam KONSEP ZIKIR ini ialah DOA, TAFAKUR, INSAF, TAUBAT dan TAWAKAL yang merupakan amalan-amalan terbaik dan dianjurkan dalam psikologi Islam dalam mengejar kejayaan hidup dunia dan akhirat”.       

Katanya melalui bengkel ini, konsep Zikir dan nilai-nilai Melayu Islam Beraja telah dapat diketengahkan sebagai amalan dan kaedah terbaik dalam pembentukan strategi (Strategik Planning), penyediaan senario (Scenario Building), pengurusan dan pemantauan dasar sesebuah institusi kerajaan

“Contohnya peserta-peserta telah berpeluang meghayati pendekatan Islam dalam konteks motivasi diri, memantapkan jati diri dan berfikir serta bertindak sejajar dengan ‘kompas moral’ Melayu Islam Beraja”.  

“Peserta-peserta juga berpeluang melalui latihan dalam melaksanakan 5 tuntutan Maqasid  (objektif) Syariah iaitu dalam menjaga agama, jiwa, akal, keturunan dan harta serta piawaian Islam dalam proses membuat perancangan strategik dan penyediaan senario”.

“Dalam masa sama kita juga tidak mengenepikan kaedah konvensional seperti penggunaan konsep P.E.S.T.E.L (Politics, Economic, Social, Technology, Environment dan Legal) sebagai garis panduan dalam perancangan strategik dan pengurusan”, jelas beliau lagi.

“Seterusnya peserta-peserta juga berpeluang membincangkan sambil menghayati konsep integriti dan akauntabiliti dari perspektif Islam dalam konteks menjaga hubungan dengan Allah SWT (hablumminallah) dan dengan sesama manusia (habulmminannas)”

Katanya lagi, “Kearah memantapkan lagi penghayatan peserta-peserta terhadap Melayu Islam Beraja, program latihan ini juga mengenegahkan Syair Perlembagaan Al-Marhum Sultan Haji Omar ‘Ali Saiffudien Sa'adul Khairi Waddien sebagai bahan pembelajaran dalam proses perancangan strategik dan menyediakan senario. Dalam syair perlembagaan ini terdapat banyak petunjuk-petunjuk penting tentang disiplin dalam perancangan strategik dan proses pengubalan dasar yang perlu dijadikan panduan”.

Learning ESQ-based in policy management

Ten senior government officers emerged from their two-day retreat at Civil Service Institute with new knowledge and know-how on ESQ-based (Emotional Spiritual Intelligent-based) policy making and management techniques.

    

They have not only gained valuable new knowledge in contemporary policy management techniques at the two-day crash course, but importantly they have discovered on how to add values and excel in their works should they apply emotional and spiritual intelligence in the process.

“It’s all been there all these while, but because our brains were so over-loaded with the technical jargons in contemporary management, we could not see and appreciate them”, commented some of the course participants.

“The two-day crash course has helped refresh and reset our mind setting on modern management to be in sync with MIB paradigm. Now we understand it better and would definitely apply them in our thinking process”.

“It may not be a new thing in the context of contemporary and universally accepted management practices, but it is undeniably emotionally and spiritually uplifting”, they added when asked to share their views of the two-day workshop.

The first day session took them back in time to learn from the invaluable experiences of the late Sultan Omar Ali Saifuddien in building the nation from an unknown small backwater country to a modern state.

They recited his famous ‘Syair Perlembagaan’, studied and dissected it for tips on his mission statement, purpose and his objectives, on how he emphasised on the human dimension in his strategy, how he championed inclusive development and so on and so forth.

They then learned on how to use modern tools in policy making and policy management but with added values by applying Islamic perspectives in the management of policies in protecting religion, life, intellect, property and lineage/honour.

Also came under scrutiny was the concept of Melayu Islam Beraja as a paradigm, the operational aspects of Negara Zikir, the need to preserve and sustain the nation as a prosperous, peaceful and tranquil nation ever-blessed by Allah in its journey to realise Vision 2035.

The two-day course was organised by Institut Perkhidmatan Awam (Civil Service Institute) of the Prime Minister’s Department. It was conducted by PPP Ilmu Alim, a registered local consultancy firm with IPA.

Studying the wisdom of Sultan’s late father on policy management

 

The wisdom of the legendary Architect of Modern Brunei in policy management came under study at a two-day intensive course on policy management organised by Institut Perkhidmatan Awam (Civil service Institute) of the Prime Minister's Office.

A dozen of B2 civil servants from various government agencies participated at the two-day workshop from 17-18 June 2014. It is conducted by PPP Ilmu Alim, a local consultancy firm.

The participants did not only have fun reciting the rich 'syair' or poem of Al Marhum Sultan Haji Omar Ali Saifuddien Sa'adul Khairi Waddien lll, the 28th Sultan and Yang Di Pertuan of Negara Brunei Darussalam, but studying it for valuable tips from his wisdom in nation building.

The Royal Poet wrote the syair in time of facing great challenges in his efforts to lead his nation through a trying transformation period from a backwater small country to a modern state.

One of his greatest achievements was the introduction of Brunei's very own constitution in 1959. Much efforts and thoughts were put in formulating the constitution that enshrined very much of current Brunei's policies in nationhood, principles of governance, its mission and vision.  And in his own noble way, he penned down and immortalized every bit of his aspirations, concern, fear and hope in the syair.

PPP Ilmu Alim sees its fitting to present this syair as a case study on how policies were designed and managed in the style of Melayu Islam Beraja.

That was just the dessert for the first day session. But it was already an exciting day for participants who see it as an interesting study tour of the success story of the Father of the Nation.

Picking up all the elements of good practices in his policy management practices and putting them in the context of modern management was a pleasant and exciting discovery for many of the participants especially when discovering for themselves how wise and visionary was the Architect of the Modern Brunei in laying the foundation of success for generations to come.

The participants will round up their two-day workshop today (Wednesday) with more interesting hands on training on best practices in policy making and management.

Strategic Planning Made Easy the MIB Way

Over a dozen senior government officers were taken off from their daily routine and sent back to Institut Perkhidmatan Awam (IPA) classroom to refresh their knowledge in the disciplines and processes in strategic planning.

The participants comprising Division 1, B2 and B3 civil servants from various government agencies spent two days behind their desks learning the ropes in strategic management and on how to use proper tools and techniques in strategic planning. 

The two-day workshop on Strategic Planning was conducted by PPP Ilmu Alim, a local management consultancy firm. It is part of IPA's many training programs in facilitating government continuous efforts to  enhance the capabilities and competencies of civil servants in the public sector. Dato Paduka Malai Haji Ali Othman, the Principal Consultant of the firm was at hand to facilitate the training session.

Participants at a stimulating training session

The participants were put to task in a challenging strategic planning process environment. 

They were given assignments to crack their heads on problem solving techniques and on strategic analysis. Their case study interestingly is Brunei Vision 2035 and how each of their respective departments aligns its objectives, mission and vision in support of the bigger picture.

Brunei Vision 2035 education strategy, economic strategy, security strategy, local business development strategy, social security and so on and so forth came under their scrutiny. 

But what are most interesting are the methodologies and disciplines they applied in scrutinizing the issues.

The participants were reminded of the many management and training tools and practices that include six sigma, strategic and critical thinking, SWOT analysis.

While appreciating these tools, the participants were challenged to align these practices and were  taught on how to apply the emotional and  spiritual practices and gain the divine  values  of ‘INSAF’, ‘TAFAKUR’, ‘TAUBAT’ and ‘TAWAKAL’ in strategic planning, analysis and problem solving.

Also taken out from the teaching of the al-Quran and Sunnah and use as an application in management is how to apply the Islamic concepts of ‘WAJIB’ (MUST DO), ‘SUNAT’ (NEED TO DO) and ‘MAKROH’ (NICE TO DO) in prioritising issues and actions.

At the start of the workshop, participants were at first uneasy when they were told to recite the poem of Al Marhum Sultan Haji Omar Ali Saifuddien. The messages of the poem later hit home when they were told to study and deciphers it messages for good values in strategi planning and management.

“Oh yes it’s all here…good practice in management”, exclaimed some of the participants appreciating their new discovery. (For more pictures click here)