Dr Rasyidah Che Rosli, Director of the e-Invoice Division, Tax Operation Sector, Inland Revenue Board of Malaysia (IRBM), Malaysia

1. How do you use your role to ensure that technology and policy are truly inclusive?

Inclusivity is fundamental to the success of Malaysia’s e-Invoicing rollout, especially as the initiative is new to the nation.

As the Director of e-Invoice Division of Tax Operation Sector at IRBM, my role is to ensure that both technology and policy work together to serve all taxpayers effectively. This means aligning business and technical requirements, implementing policy changes based on industry feedback, maintaining 24/7 system availability, and engaging with industries to understand their challenges.

From a policy perspective, inclusivity means listening and adapting. We amended the Income Tax Act 1967 to clearly define the e-Invoice issuer responsibilities and clarified that the Personal Data Protection Act 2010 does not apply to e-Invoice data processed by IRBM. These changes were made after extensive consultation to safeguard taxpayer interests.

On technology side, we have developed the MyInvois system with multiple channels including an Application Programming Interface (API), a web portal, and a mobile application. These channels provide taxpayers with flexibility to choose the submission method that best suits their operations and transaction volumes.

Feedback drives continuous improvements. For example, when taxpayers faced challenges in retrieving Tax Identification Number (TINs), we introduced a public TIN Search feature, supported by legislative amendments to allow access for e-Invoice purposes.

Engagement is equally critical. Transitioning to e-Invoicing met with resistance, but through ongoing collaboration with businesses and industry associations, understanding has improved. To ease adoption, we introduced a six-month relaxation period for each phase and industry-specific concessions to address unique operational needs.

Driving inclusiveness in technology and policy is essential for sustainable growth. It makes innovation accessible, builds trust, and creates a resilient ecosystem where every voice matters.

Inclusivity is not optional; it is the foundation for meaningful and lasting progress.

​​​​​​​2. What’s the moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better?

Our e-Invoice journey began in 2021 with a feasibility study by IRBM, followed by the Prime Minister’s official announcement during Budget 2023. Since then, we have worked closely with industries and gained deep invaluable insights into diverse invoicing practices across industries.

A defining moment for me was when e-Invoicing shifted from being seen as a compliance requirement to becoming a catalyst for digital transformation. One large enterprise shared how adopting e-Invoicing streamlined its operations, reduced fraud risks, and provided real-time financial insights that enabled smarter business decisions.

That experience reaffirmed my belief that when technology is supported with inclusive policies, it creates impact far beyond compliance. It empowers businesses to grow, compete globally, and operate with greater transparency. For me, this was a clear example of how innovation can transform lives and strengthen the economy when implemented thoughtfully.

​​​​​​​3. What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?

The most impactful milestone in the e-Invoice implementation journey in 2025 has been the surge in voluntary adoption of e-Invoicing by taxpayers outside the mandatory implementation phases. This reflects growing trust and confidence among Small and Medium Enterprises (SMEs) that chose to implement e-Invoicing ahead of schedule.

This proactive approach demonstrates that businesses see e-Invoicing not just as a compliance, but an enabler of digital transformation.

We measured success through three (3) key indicators:

• Adoption trends: A significant increase in voluntary onboarding beyond the mandatory phase taxpayers.
• Feedback quality: Positive responses from businesses citing operational efficiency and readiness.
• System engagement: High usage of MyInvois features, including the newly introduced ‘Search TIN’ functionality, which addressed a major pain point for taxpayers. This milestone was supported by continuous improvements to the MyInvois system based on real-time feedback. For example, the ‘Search TIN’ feature was introduced after taxpayers reported difficulties retrieving Tax Identification Numbers. This enhancement illustrates our commitment to listening, adapting, and delivering solutions that meet actual needs.

Ultimately, success is measured by trust. When taxpayers and businesses willingly embrace change because they see value beyond compliance. This year’s voluntary adoption is proof that inclusive polices and responsive technology can drive meaningful progress.

​​​​​​​4. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

Malaysia’s e-Invoicing initiative has been a cornerstone of digital transformation in tax administration, aligned with RMK-13.  Looking ahead, the next wave of change will focus on strengthening digital capabilities within IRBM and leveraging technologies to deliver smarter, more inclusive services.

One priority is expanding learning and development platforms to equip officers with critical skills in cloud technologies, data analytics, and cybersecurity. These competencies are essential as we transition to more advanced, data-driven operations. With real-time invoice data becoming available, we are also exploring predictive analytics to advanced improve tax compliance, detect fraud proactively, and enhance decision-making.

What excites me the most is the integration of artificial intelligence (AI) into taxpayer services. AI can personalise interactions, automate routine processes, and provide intelligent support, making compliance easier and improving the overall experience for taxpayers and officers alike. This combination of technology and transformation is one that efficient, secure, and citizen-centric.

5. We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?

AI offers powerful ways to make government services more accessible, efficient, and reliable. In the context of MyInvois, AI can play three (3) practical roles:

• First, automation for accuracy and speed. AI can handle repetitive tasks such as data entry, e-Invoice validation, and error detection. This reduces human error, accelerates processing, and ensures taxpayers experience a smoother, more reliable system.
• Second, real-time insights for better decisions. AI-driven analytics can transform raw  e-Invoice data into actionable insights through visual dashboards and trend analysis. This helps IRBM allocate resources effectively and respond quickly to emerging issues, reinforcing transparency and trust.
• Third, inclusive support through AI-powered assistance. Chatbots and virtual assistants can provide 24/7 assistance for routine inquiries, guiding taxpayers through processes and resolving common issues instantly. This ensures timely support for all, regardless of location or business size, while freeing human teams to focus on more complex cases.

By combining AI capabilities with human oversight, we create a service that listens, adapts, and evolves, making compliance easier and building trust through responsiveness and fairness.

​​​​​​​6. What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

To build a career centered on serving citizens, public sector innovators must start with empathy. Understand the diverse needs of taxpayers and design solutions that address real challenges, not just theoretical ones. This requires active listening and engaging with communities to ensure inclusivity.

Next, embrace collaboration. Work closely with policy makers, technologists, and industry stakeholders to create innovations that are practical, scalable, and sustainable. No single discipline can drive transformation alone.

Be resilient. Change in the public sector is rarely immediate. Setbacks are inevitable, but they should be treated as opportunities to learn, adapt, and improve.

Finally, commit to continuous learning. Build skills in digital technologies, data analytics, human-centered design, and policy development. These capabilities will help you stay relevant and deliver services that are efficient, and future-ready.

In essence, empathy, collaboration, resilience, and lifelong learning form the foundation for creating meaningful change in the public sector.

​​​​​​​7. Who inspires you to build a more inclusive and trustworthy public sector?

Today, I find inspiration in leaders and organizations that embrace change with purpose. Those who innovate not for recognition, but to create systems that are fair, inclusive, and sustainable for everyone.

In my work on Malaysia’s e-Invoicing initiative, I have seen how collaboration between government, industry and technology partners can transform compliance into an opportunity for growth.

I look up to individuals who combine vision with empathy, ensuring that technology and policy serve people, not just processes. Their resilience in navigating complexity and commitment to the greater good reminds me that progress is not just about speed, but about impact. This motivates me to champion solutions that build trust, empower taxpayers, and make digital transformation accessible to all.

8. Outside tech, what excites you the most?

Running and Pilates are more than hobbies for me—they are essential to how I stay balanced and energized. Running gives me clarity and a sense of freedom; it is where I set goals, challenge myself, and build resilience, qualities that translate into my professional life.  Pilates, on the other hand, focuses on strength, flexibility, and mindfulness. It reminds me of the strong foundation, whether in fitness or in building systems that lasts.

Together, these activities keep me physically fit and mentally grounded, helping me approach challenges with focus and confidence.