FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDIES

DIPLOMA IN PUBLIC ADMINISTRATION (AM110)

4 STRATEGIES TO OVERCOME INEFFICIENT

PUBLIC SERVICE DELIVERY IN MALAYSIA

Prepared by:

NAME STUDENT ID
AMYLIA BINTI MOHAMMAD 2023476526
NUR AKMALINA BINTI ASMUN 2023493124
NUR SYAHIRA NATASYA BINTI ISMA SAMSULZAMANI 2023629232
NURUL KHALEEDAH BINTI ZAMZAM 2023478874
MUHAMMAD AIMAN HAKIMI BIN AZIZAN 2023621054

Prepared for:
SHAHIDAH ABD RAZAK

INTRODUCTION TO PUBLIC ADMINISTRATION

(PAD 102)

N4AM1101A

SEMESTER 1
SUBMISSION WEEK: WEEK 11

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TABLE OF CONTENT

1.0 INTRODUCTION 2
2.0 FOUR STRATEGIES TO OVERCOME INEFFICIENT 3
PUBLIC SERVICE DELIVERY IN MALAYSIA.

3.0 CONCLUSION 5
REFERENCE 6

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1.0 INTRODUCTION

The purpose of this report is to present the strategies to overcome inefficient public
service delivery in Malaysia. Public service delivery is the centre of administration in Malaysia.
By public service, everyone will get the good service of education, health, economy, social
and others. There is many difference in Malaysia before and after the public service delivery
like a person live in rural situation before have a better relationship with each other in that area
because government upgrade infrastructure by make a terraced house.

Generally, public service gives a lot of advantages to society. However, the services
they provide still need to be improved to overcome the inefficiency of public service delivery
in Malaysia. As evidence, there are still several cases of crime and the entry of prohibited
goods in our country such as there are still a few drug smugglers in our country. The question
is, how can it be missed? Therefore, the government has to take steps and strategies to ensure
that this does not become widespread so that our public service delivery will run effectively.

Furthermore, public services means resources offered from an organisation typically

from a government or even private sectors. The purpose of this service has a lot of benefits
for community members. For example, there's waste management in this organisation to track,
organize and remove waste from this community to dispose at their own disposed places.The
effects of this management is to keep our organisation clean from any waste.

Thus, public services have been exposed to a more competitive environment resulting
from government action and driven by considerable changes in the expectations of the general
population. The exposure to a competitive environment does not mean however that
organisations will become more market oriented.

In this assignment, we chose the Royal Malaysian Custom Department to know how
public service deliveries work as government agencies who serve the public. By these
agencies, we want to know how custom departments serve their public services. Either it
provides benefit to the public or has a better future with the strategies that we plan.

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2.0 FOUR STRATEGIES TO OVERCOME INEFFICIENT PUBLIC SERVICE DELIVERY IN

MALAYSIA.

In our opinion, to overcome inefficient public service delivery in Malaysia, Royal

Malaysian Customs Department have to rightsizing the public service for better productivity
and capability (https://www.ekonomi.gov.my/sites/default/files/2021-05/Chapter%209.pdf) .
The meaning of restructuring the public service around Malaysia is to make a better
environment for a KASTAM to produce a lot more output or we call it as a product. Apart from
that ,the advantages of this strategies is we can attract citizens to work with public service
delivery organizations to make the process of the service become more effortlessly smooth
because of having a lot more workers to send orders all around the world.in order to attracts
international customers, our online services needs to using international languages so that will
make the process of making an order will be easier.On the other hand, the organization will
be managed by a skilled manager to control our workers doing their tasks. In conclusion, by
rightsizing the public service will be more efficient, more productive, more skilled and also less
bureaucratic in order to serve all citizen around Malaysia to create a transforming country in
this era of globalization.

On the other hand, the Royal Malaysian Customs Department has to provide flexible
work arrangements to maximize productivity by rearranging compressed working hours
(ekonomi.gov.my). A flexible work schedule may reduce the workload of employees. For
example, duty officers need to prevent any smuggling activities regardless of land or sea. If
there are prohibited items, it must be confiscated and there will be a deprivation of rights if
there are workers involved. Moreover, the execution of investigations on important cases must
be investigated with the cooperation of officers to speed up the investigation period (JKDM).
The advantages of this strategy is, it can reduce the percentage of crime and smuggling of
prohibited items in our country. Indirectly, it can contribute the economic progress since the
foreign investors will be more confident to invest and build diplomatic relations with our
country.

Furthermore, in Malaysia there are some inefficiencies in the delivery of public services
such as citizens continuing to bear the brunt of ineffective initiatives, experiencing delays and
frustrations when trying to access essential services. There are several strategies to overcome
the inefficiency of public service delivery. Firstly, focus the organization first because through
strong, evidence-based case management practices public sector organizations can become
the most efficient and effective versions of themselves because with this way, this can take
some of the burdens off their employees and service providers while also producing
compelling results grounded in data to prove their value to funders. Meet with your staff to

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figure out which organizational issues to prioritize. Secondly, investing in case management
software like employing the proper case management and outcomes data tracking to go along
with this evidence-based approach is a necessity. Its because worker must having the right
technology and data strategy behind the scenes and the empower frontliners workers to their
jobs more effectively and while enabling. your agency to track the metrics that matter to
stakeholders. (https://www.bonterratech.com/blog/improving-public-service-delivery).

Moreover, to overcome the inefficiency of public service delivery in Malaysia. Malaysia

can upgrade information technology to make services more efficient and faster. For example,
the Customs Department has a website that aims to see goods entering Malaysia faster and
without wasting time and an information system to support. The implementation of Customs
operational activities towards efficiency and effectiveness as well as providing the latest
information to the management in making decisions and also maintaining the Department’s
ICT hardware and software to the reliable, effective, meets the established standards and
customer satisfaction (http://www.customs.gov.my/en/ci/Pages/ci_btm.as). So the advantages
of upgrading technology information is data and information silos are eliminated. Employees
across all departments can access, manage and make decisions based on current and
accurate data. The incidence of costly human error is reduced and communication bottlenecks
are removed, facilitating seamless interdepartmental collaboration.

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3.0 CONCLUSION

What we get after writing this report, we see that better strategies can make public
service delivery more efficient. By rightsizing the public service, the workers in the organization
will be more effective and with that a better environment will be seen in the future. Other than
that, unemployed citizens will get work because if the organization gettingbig that is mean
more worker are needed.

As we know better about public service delivery in Malaysia, we investigate about one
of government important department in this country which is Royal Malaysian Customs
Department, them in the department are really work hard to make sure the country is safe
from prohibited things like drugs from overseas. By that we know that Malaysians are
protected from every corner from doing prohibited things. That is a good thing because we
know that public service delivery in Malaysia is already efficient, it just need a little more
strategies to make it better.

Next, since we are in the technology era, we need to upgrade all the systems to the
latest so every process online would not be a problem and protected from hackers. It is
because if we do not take this as the important thing our information and data will be leaked
and it is for sure will give a big impact to the country. If that happens our government and
country will experience a downfall and failed to be the developed country.

Lastly, in conclusion, Malaysia public service delivery already have a great system it is
just it need to follow current situation to be more efficient.

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REFERENCE

https://www.ekonomi.gov.my/sites/default/files/2021-05/Chapter%209.pdf

https://www.ekonomi.gov.my/sites/default/files/2021-

05/Chapter%209.pdfhttp://www.customs.gov.my/ms/ci/Pages/ci_ed.aspx

https://www.bonterratech.com/blog/improving-public-service-delivery

http://www.customs.gov.my/en/ci/Pages/ci_btm.as

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