When the inbox keeps filling faster than the system can respond, the question is no longer about money — it’s about the people waiting behind every file.
Despite new systems and structural changes, the gap between policy intentions and public experience remains wide.
By Malai Hassan Othman | KopiTalk with MHO
Brunei’s zakat system is drawing renewed public attention. Each year, tens of millions of dollars are collected with the hope that these funds will bring relief to families who genuinely grapple with daily expenses.
Yet behind the numbers lies a quieter reality: many who seek help still face long waits, slow decisions and complicated processes.
The institutions responsible for administering zakat have been working to introduce reforms, but the question remains whether these efforts are keeping pace with the needs on the ground.
The establishment of the Jabatan Urusan Zakat, Wakaf dan Baitulmal (JUZWAB) in 2023 was meant to mark a turning point.
His Majesty’s approval to elevate the former zakat unit into a full department raised expectations that the system would become more responsive and more dependable.
It came at a time when applications were rising, cases were becoming more complex, and officers were working against a growing tide of demand.
There was hope that with a stronger organisational structure, clearer roles and modern tools, zakat distribution would improve in both speed and consistency.
His Majesty’s titah, delivered on 8 July, underscored the moral weight behind this responsibility.
His Majesty reminded administrators that zakat distribution is not merely an administrative task but an amanah with spiritual consequences.
The titah questioned whether the department had fully embraced the kind of digital transformation needed to strengthen governance and urged agencies to avoid lengthy projects that do little to solve pressing problems. It was a reminder that reforms must be felt by the people, not only written in documents.
Despite these reminders, the challenges remain substantial. As of July this year, nearly 6,000 zakat applications are still unresolved. Thousands are delayed due to missing documents, while others await investigation or field verification.
Although processing time has improved from nearly 300 days two years ago to under two months today, the volume of new applications—averaging more than 500 a month - continues to outpace the department’s capacity. Officers are doing their best, but the strain is evident.
A look back helps explain how Brunei arrived at this point. In earlier decades, poverty carried a stigma that prevented many from applying.
Families often hid their hardship, and many who qualified for help never came forward. As a result, zakat collections accumulated, and only a small share reached the poor.
Today, the situation has changed. Rising living costs, uncertain employment and household pressures have made the system an essential safety net for many. More people are applying simply because they have no choice, not because they prefer assistance.
To keep up with the increased demand, the Ministry has introduced digital tools such as Microsoft 365 Teams for internal coordination and an online booking system for zakat payments.
JUZWAB has also expressed interest in exploring artificial intelligence and blockchain technology as part of its long-term modernisation efforts. While these initiatives show ambition, the public response has been cautious.
Many feel the announcements sound promising on paper, but do not always translate into a better experience on the ground. The sentiment is not a rejection of technology, but a reflection of the frustration that digital tools are only as effective as the processes supporting them.
Still, there are areas where progress is clear. The enhanced eZakat Harta Wang Simpanan platform, introduced with DST, has made it easier for Muslims to pay zakat on their savings.
Online payment methods, automatic receipts and the planned inclusion of income and business zakat are meaningful improvements. Between January and August 2024, nearly $20 million was collected, while millions were disbursed in monthly aid, rental support and educational assistance.
These figures show that the system is financially strong and actively supporting many families.
But numbers alone do not solve the deeper problems. Many applicants continue to struggle with unclear requirements, limited updates and long verification processes.
People want to know where their applications stand and what to expect. They want decisions made within a reasonable time. They want to feel that the system sees and understands their hardship. These expectations are not unrealistic; they are simply part of what good governance requires.
The truth is that zakat management cannot be improved by technology alone. It also requires a human touch - officers who understand the applicants’ circumstances, policies that reflect real situations on the ground, and communication that keeps people informed rather than guessing in the dark.
Without these elements, even the most modern systems will fall short.
Brunei has the resources, structures and religious foundation to build a zakat system that stands as a model for the region.
The reforms introduced so far are a step in the right direction, but the real test lies in whether they translate into smoother, fairer and more compassionate delivery.
For families waiting for assistance, for officers under pressure, and for the public watching closely, the measure of success is straightforward: whether help reaches those in need at the right moment.
In the end, zakat is not about forms, systems or technology. It is about people. It is about easing hardship, restoring dignity and strengthening the fabric of the community.
When the system reflects these values in both intention and practice, then the amanah entrusted to it is truly fulfilled.
Until then, the work must continue - with sincerity, clarity and a renewed sense of responsibility. (MHO/11/2025)
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