Improving the Service Delivery: A Case Study of a Local Authority in Malaysia

Local councils in Malaysia continue to face criticism and are viewed as inefficient and lacking accountability. They also face pressure to improve their service delivery. As a result, the Malaysian federal government requires public agencies, including local authorities in Malaysia, to use key performance indicators (KPIs) to improve their service delivery. This article examines the implementation of the system of key performance indicators in a local council in Malaysia. Details of the system of KPIs imposed by the government for the local council are discussed. The article also discusses how, and what indicators are formulated, and the process undertaken by the local council in improving their service delivery system.