SIBU: The state government has been urged to address and improve issues related to the Sarawak Basic Needs Assistance Scheme (SKAS) more seriously.
In making the call, Irene Wong, Special Assistant to Sibu Member of Parliament Oscar Ling Chai Yew, noted that while the scheme aims to benefit the public, its implementation has revealed several concerning issues, particularly affecting senior citizens and the system’s operations.
“Some individuals who registered with SPay Global during the pandemic to receive aid have since forgotten their Sarawak ID and passwords, as they no longer use the platform.
“The situation is further complicated if users have changed their phone numbers or email addresses without updating their information, making it impossible to recover their accounts.
“This has prevented some from verifying their aid information through their Sarawak ID. The user experience of SPay Global has proven to be unsatisfactory, with many discontinuing its use after the pandemic,” she said in a statement today (Jan 6).
Wong stated that recovering forgotten passwords has become a tedious and complex process, turning what should be a helpful policy into a burdensome one.
Proposing that the state government provide two to three alternatives for receiving SKAS assistance, she said options such as Touch ‘n Go, Boost, or other e-wallet platforms should be available rather than relying solely on SPay Global.
She reasoned that if the technical team fails to improve the SPay Global user experience, similar issues will likely recur during the next round of aid distribution as people continue to forget their Sarawak ID and passwords.
Furthermore, she noted that some senior citizens do not own smartphones or even phones with cameras capable of scanning QR codes to register for SPay Global.
Questioning how the government intends to assist these individuals, she expressed concern that many of the government’s digital policies tend to marginalize such groups, leaving them unable to receive assistance simply because they cannot use smartphones.
“I find the treatment of this group unfair. While we acknowledge that digitalization is the current trend, the government must allow the public time to adapt.
“For those who cannot fully transition to digital platforms, alternative options should be provided so they can still access aid,” she said.
Wong suggested trying a coupon-based system, allowing recipients to purchase daily necessities at supermarkets. This would prevent them from using the funds for other purposes.
According to her, during the implementation of SKAS, the service centre assisted many senior citizens in registering and using SPay Global. For many, learning to use e-wallets posed a significant challenge.
She noted that their frustration with technology is evident in their expressions. In this connection, she urged the Sarawak government to relax the policy, making it more user-friendly and inclusive so all eligible Sarawakians can benefit.
She pointed out the original intention of SKAS was to ease the financial burden of citizens. Therefore, its implementation must account for users of all age groups and technical capabilities.
“By optimizing the system, enhancing technical support, and providing more comprehensive, human-centred services, the policy can achieve its full potential and benefit more needy people.
“I hope relevant departments would take these issues seriously and adopt proactive measures to improve the user experience, ensuring the policy truly serves and benefits the public,” Wong said.
