Service delivery innovations and governance: the Malaysian experience

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.

Citation

Alam Siddiquee, N. (2008), "Service delivery innovations and governance: the Malaysian experience", Transforming Government: People, Process and Policy, Vol. 2 No. 3, pp. 194-213. https://doi.org/10.1108/17506160810902194