Factors Influencing Decision-Making Process in Relation to Public Service Delivery (PSD) in Malaysia

DOI

10.2991/aebmr.k.210727.003How to use a DOI?

Keywords

Public Service Delivery, Decision-making, Shared Information

Abstract

Efficient public service delivery is a main objective for every government. An important aspect of public service delivery is ensuring services provided fulfil the changing needs of the citizens and benefiting the public. However, the challenge on how best the government can serve the public continues to be the major issues in improving public service delivery. Information gap and no integrated system are affecting government’s responsiveness. Despite the efficiency of service delivery system is a priority of the government, deficiency of viable, persistent, and timely information for decision-maker happens due to data silos, lack of data gathering with poor data governance and integration instead of operative unified data. The objectives of this paper are to examine and gain a better understanding of the complexities that are associated with decision-making process in relation to public service delivery from the perspective of government of Malaysia. In terms of academic contribution, this paper provides a better understanding of the critical factors for effective decision-making from the perspective of the government. With regards to practical implications, this article provides the Malaysian government and public organisations with relevant factors of consideration on how the public service delivery can be improved.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Rozaina Ali
AU  - Ahmad Shaharudin Abdul Latiff
AU  - Sazali Abdul Wahab
PY  - 2021
DA  - 2021/07/28
TI  - Factors Influencing Decision-Making Process in Relation to Public Service Delivery (PSD) in Malaysia
BT  - Proceedings of the Business Innovation and Engineering Conference 2020 (BIEC 2020)
PB  - Atlantis Press
SP  - 15
EP  - 20
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210727.003
DO  - 10.2991/aebmr.k.210727.003
ID  - Ali2021
ER  -