Service delivery innovations and governance: the Malaysian experience

Noore Alam Siddiquee

49 citations0/0 files storedTransforming Government People Process and Policy

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Public Administration in Developing Nations Public Policy and Administration Research E-Government and Public Services

Abstract

Purpose The paper seeks to provide an overview of the service delivery innovations and reforms introduced in Malaysia's public sector and examine and analyse their overall impacts on governance. Design/methodology/approach The paper has adopted a combination of descriptive and analytical methods and is primarily based on secondary sources of data and information. While it provides a systematic review of general literature on service delivery innovations and those on Malaysia, the paper draws its conclusions on the basis of triangulation and careful analysis of data available in various local and international sources. Findings Although lately Malaysia's service delivery system has witnessed a comprehensive set of innovative changes, public governance of the country continues to suffer from poor records and unfavourable ratings. Innovations and reforms introduced have so far produced generally positive but limited impacts. The paper demonstrates a number of key areas where the impacts of reforms have been clearly unsatisfactory. Research limitations/implications The findings of the paper are not based on a comprehensive and rigorous empirical work and, therefore, can only be interpreted as indicative of the overall situation. Practical implications The issues and challenges identified in the paper and the policy implications proposed should aid the formulation of strategies and measures for further improving service delivery and governance in Malaysia and other similar contexts. Originality/value The paper adds to the limited literature in public governance and service delivery in Malaysia. The findings of the paper are of practical significance to all those interested in this area – especially the policy makers and practitioners in Malaysia's public service.

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References

2004E‐Government and the Transformation of Service Delivery and Citizen Attitudes 2002Reinventing Local Governments and the E‐Government Initiative 2001Winds of Change:2004Does E‐Government Promote Accountability? A Comparative Analysis of Website Openness and Government Accountability 2006Public management reform in Malaysia 2000Promoting Good Governance 2006E‒government: From vision to implementation 2005E-government in China

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