Office Address: Kulliyyah of Architecture and Environmental Design (KAED), International Islamic University Malaysia, Jalan Gombak, 53100 Kuala Lumpur, MALAYSIA Mailing Address: P.O Box 10, 50728 Kuala Lumpur Tel: +603 6196 5226/5221 Fax: +603 6196 4864 E-mail: [email protected] Website: www.iium.edu.my Perak towards 3Q: Quality opportunity, Quality income, Quality living Government Delivery System: The Effectiveness of Local Authorities in Perak Introduction to the team of researchers Employment policies Tourism pangkor Effectiveness of local Public transport in authorities Kerian Prof Sr Dr Khairuddin A Prof Dato Dr Mansor Assistant Prof Dr Mariana Asst Prof Dr Syahriah Rashid (lead researcher) Ibrahim (lead Researcher) Mohamed Osman Bachok (PHD in Traffic (procurement and public (tourism planning and Engineering) private partnership) environmental resource management Assistant Prof Dr Mariana Assistant Prof Dr Mariana Associate Prof Dr Mohd Zin Asst. Prof Dr Mariana Mohamed Osman (Phd in Mohamed Osman Mohamed (local government Mohamed Osman community development Assistant Prof Dr Syahriah and public administration) and Governance Bachok Assistant Prof Dr Syafiee Muhammad Faris Abdullah Asst Prof Dr Syahriah Bachok Prof Dr Mansor Shuib (Phd in Affordable (Phd in GIS and land use Ibrahim Housing) planning Suzilawati Rabe (Phd Shaker Amir (Phd Nurul Izzati Mohd Bakri Zakiah Ponrohono Candidate in regional candidate in Tourism (MSBE) (Phd candidate in economic ) Economic) Nuraihan Ibrahim (MSBE) sustainable Shazwani Shahir (Master Anis Sofea Kamal (BURP) Tuminah Paiman (MSBE) transportation) of Built Environment Siti Nur Alia Thaza (MSBE) Ummi Aqilah (MSBE) Siti Aishah Ahmad (BURP) Azizi Zulfadli (MSBE) Siti Hajar (BURP) Sadat (BURP) EXECUTIVE SUMMARY • Innovation and transformation in service delivery are taking place around the world as governments recognize the value that can be achieved through innovation and transformation for desired policy outcomes and increased citizen trust in government. • Citizens have come to expect the same level of services from government that they experience in the commercial sector. Previous research shown that there is a strong link between quality of services and the trust and confidence citizens have in their government. Thus, some governments are adopting truly innovative practices that effect changes in service delivery to their citizens. • This research aims in evaluating the performance of the service delivery by PBTs in Perak. The current issues regarding service delivery by PBTs in Perak were highlighted and analyzed to recommend better strategies and action plan for improving service delivery of PBTs towards a world class status. Therefore, this research highlighted some of the project outcomes and key features of the project that would directly emphasize the focus of this research in evaluating the effectiveness of local authorities in delivering their services to the people of Perak “state and local government as a catalyst for economic development and growth that is supported by the efficient delivery system”. (Perak Amanjaya Development Plan 2015) EXECUTIVE SUMMARY Study Aim & Objective • The research aims at evaluating the effectiveness of service delivery at PBT in Perak. To identify the current issues regarding service delivery of PBTs in Perak To evaluate the performance of service delivery by PBTs in Perak To suggest strategies and action plan for improving the service delivery of PBTs towards a world class status PROBLEM STATEMENT • Local government -plays as important roles to promote economic growth that are robust to any business and industrial activities, and promotes quality living environment for the people. • Good government delivery systems will always importance in ensuring the people’s satisfaction level are achieved. • An assessment of people‟s satisfaction level -used as a yardstick to evaluate the performance of the local authorities’ service quality and implementation policy. However, citizens normally are not aware of the procedures and expectations that govern service providers’ conduct in the realm of service delivery. This lack of transparency obstructs governmental effectiveness and creates numerous opportunities for corrupt and unaccountable practices and this is why government is often categorized as being slow, bureaucratic and rarely innovative RESEARCH METHODOLOGY Preliminary Study Month Month 1 until Formulation of problem statement, goal and objectives and the scope of the study Phase 1 (Preliminary Study) 2 Phase 2 (Literature Review) Literature Review Data Collection Month Month Secondary Data Primary Data Information such as from books, -questionnaire survey journals, reports, articles, internet and -interview 3 etc related to the research topic. -observation - Information from related agencies Phase 3 (Data Collection) Month Month Data Analysis Phase 4 (Data Analysis) 5 Findings, Recommendations, Conclusion 4 until Phase 5 (Findings and Output) DATA REQUIREMENT DATA SCOPE SOURCE OUTPUT Functions of various – Lists of various departments from Secondary Data department from selected PBTs in Perak Selected PBTs in Perak selected PBTs – Functions of each department Types of services – Lists of services that are provided from provided various departments of selected PBTs in Perak – Public access to the services – Transparency of the information – Reliability of the services Secondary Data – Issues and problems Selected PBTs in Perak Types of online services – Lists of online services that are Primary Data (e-government) provided from various departments of Interviews Policies and Strategies in selected PBTs in Perak Questionnaires improving the services delivery – Public access to the services of PBTs in Perak in term of – Transparency of the information accessibility, transparency and – Reliability of the services reliability of services provided. – Issues and problems Planning and – Level of citizen participation in Development development process. – Time frame for the approval of planning permission Secondary Data – Building control Selected PBTs in Perak Law and Enforcement – Types of enforcement that has been gazzetted – Level of integrity of the enforcement officers SURVEY REQUIREMENT DATA TYPES OF SURVEY WHAT TO FIND EQUIPMENT Primary data on Questionnaire survey – Lists of services that are Stationeries types of services provided from various Set of questions provided departments of selected Survey form PBTs in Perak – Public access to the services – Transparency of the information – Reliability of the services Primary data on Questionnaire survey – Lists of online services Stationeries types of online that are provided from Set of questions services (e- various departments of Survey form government) selected PBTs in Perak – Public access to the services – Transparency of the information – Reliability of the services PROJECT OUTCOME AND KEY FEATURES OF THE PROJECT key features Project Outcomes Strengthening the efficiency and integrity Identifying the current issues and of district and local administration of in problems regarding service delivery of Perak to better serve the public. PBTs in Perak. Evaluating the performance of service Implementing e-government to all PBTs delivery by PBTs in Perak in Perak that could improve the access and quality of delivery system. Providing strategies and action plan for improving the service delivery of PBTs in Perak. Standard guidelines regarding Competent leadership and civil servants government services delivery that will be applied by the PBTs and related agencies. Systematically documenting the current Increasing in revenue and its catalyst management and operation of data gathering, processing, analysis and dissemination system of the delivery system of PBTs in the future. RESEARCH GANTT CHART 2012 Research August September October November December activities Finalising proposal Literature review Inception report Data collection Data cleaning Data analysis Interim report Report writing Technical report First draft Final drafts No. Tasks Expected Month to be Completed Inception Report October 2012 Technical Report December 2012 1st Draft December 2012 Final Draft / Action Plan End December 2012 LOCAL GOVERNMENT •Local governments are the best place to deliver services to local communities within their area and districts. Source:(Local Government Advisory Board, 2008) •Thus, local governments need to be more responsive in meeting local needs and being able to effectively deliver their functions. There is an essential need to evaluate the local government’s performance as the public is concerned about quality services and the greater roles expected from local governments. The efficient allocation of resources by local governments remains an important issue to be addressed. (Cathy, 2008) LOCAL GOVERNMENT IN MALAYSIA •The local government is an important actor in providing public goods and services to every group of people that lives within their localities through performing efficient and effective service delivery, predominantly to those who currently have little access or even no access to these services • The services provided of local authorities (LA) under the Local Government Act 171 can be outline as below: •Housing services •Anti-social behaviour •Planning •Sport and leisure facilities •Social services •Community and youth services • Highways and transport •Garbage Collection SERVICE DELIVERY •strategic process of heating up local communities and a way of increasing