Citizen Perceptions and Public Servant Accountability of Local Government Service Delivery in Malaysia

Figures & data

Table 1. Employees’ profile.

Category	Demographic	F	%
Gender	Male	197	53.5
	Female	171	46.5
Religion	Islam	351	95.4
	Buddha	5	1.4
	Hindu	5	1.4
	Christian	7	1.9
Race	Malay	351	95.4
	Chinese	12	3.3
	Indian	5	1.4
Education levels	SPM	134	36.4
	Diploma	107	29.1
	Degree	86	23.4
	Master PhD	34 7	9.2 1.9
Age	20–29 years	119	32.3
	30–39 years	123	33.4
	40–49 years	61	16.6
	50 years and above	65	17.7
Position	Management and Professional Group Support I Group Support II	72 162 134	19.6 44.0 36.4
Tenure	1–9 years 10–19 years 20–29 years 30–39 years	189 87 62 30	51.4 23.6 16.8 8.2
Local Government	Omega Municipal Council	86	23.4
	Beta City Council Gamma Municipal Council Alpha District Council Delta District Council Sigma Municipal Council	24 100 84 24 50	6.5 27.2 22.8 6.5 13.6

Table 2. Citizens’ profile.

Category	Demographic	F	%
Gender	Male	397	50.4
	Female	390	49.6
Religion	Islam	633	80.4
	Buddha	77	9.8
	Hindu	45	5.7
	Christian	32	4.1
Race	Malay	633	80.4
	Chinese	87	11.1
	Indian	56	7.1
	Others	11	1.4
Education levels	SPM	265	33.7
	Diploma	224	28.5
	Degree	220	28.0
	Master PhD	65 13	8.3 1.7
Job Position	Management and Professional Group Support I Group Support II Freelance Pensioner Unemployed	138 161 322 113 20 33	17.5 20.5 40.9 14.4 2.5 4.2
Age	20–29 years	328	41.7
	30–39 years	231	29.4
	40–49 years	147	18.7
	50 years and above	81	10.3
Local Governments	Omega Municipal Council Beta City Council Gamma Municipal Council Alpha District Council Delta District Council Sigma Municipal Council	149 153 105 189 149 42	18.9 19.4 13.3 24.0 18.9 5.3

Table 3. Overview of employee perception concerning local government.

General Perspective	OMC		BCC		GMC		ADS		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
I was referred to the appropriate training	66	2	24	0	96	4	80	4	24	0	47	3	353	15
My annual Key Performance Indicator (KPI) target was reached	66	2	24	0	96	4	81	3	24	0	50	0	359	9
The concept of serving the people is a priority	64	4	24	0	97	3	80	4	24	0	49	1	356	12
I always strive to improve my work competency all the time	66	2	24	0	100	0	83	1	24	0	50	0	363	5
I took immediate action concerning the complaint	67	1	24	0	100	0	82	2	24	0	50	0	364	4
I am alert and sensitive about all problems and complaints made by residents	63	5	23	1	98	2	80	4	23	1	50	0	358	10
My role is increasingly challenging due to varied community claims	63	5	23	1	94	6	84	0	23	1	49	1	353	15
I am satisfied with my work efficiency	66	2	24	0	97	3	78	6	24	0	48	1	353	15

Table 4. Overview of citizen perception concerning local government accountability.

General Perspective	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Local Authority staff always emphasizes the concept of serving the people	97	52	118	35	88	17	170	19	99	50	32	10	604	183
Local residents find it easy to make complaints to the Local Authority	96	53	113	40	73	32	178	11	99	50	31	11	590	197
Following complaint, immediate action is taken	64	85	94	59	45	60	154	35	71	78	8	34	436	351
Local Authority staff is alert and sensitive about all problems and complaints provided by residents	51	98	92	61	34	71	171	18	76	73	17	25	478	309
I am very satisfied with the efficiency of the staff of the Local Authority	64	85	82	71	61	44	163	26	77	72	24	18	471	316

Table 5. Employee perception of the Program.

Program	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
The local authority often carries out clients’ day programs	76	10	24	0	82	18	75	9	24	0	49	1	330	38
Programs organized by the local authority often involve local residents	83	3	24	0	88	12	79	5	24	0	50	0	348	20
Programs conducted by the local authority are very helpful in resolving the problems of the residents	77	9	24	0	92	8	80	4	24	0	48	2	345	23
The local authority is encouraging the community to give feedback about the services needed	85	1	24	0	91	9	78	6	24	0	49	1	351	17
ICT technologies services such as the internet (websites and Facebook) facilitate the public to make a complaint to the local authority	80	6	24	0	95	5	82	2	24	0	49	1	354	14
Dialogue with the community carried out periodically	81	5	23	1	89	11	73	11	23	1	48	2	337	31
Residents are less involved in local authority programs with the community	69	17	19	5	48	52	64	20	19	5	41	9	260	108
NGOs are less involved in community programs with local authority	63	23	20	4	40	60	59	25	20	4	37	13	239	129
Local authority is less invited to the programs organized by the society and NGOs	64	22	15	9	45	55	62	22	15	9	36	14	237	131

Table 6. Citizen perception of the program.

Program	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
The local authority often carries out “customer day”	60	89	80	73	46	59	156	33	79	70	24	18	445	342
Programs organized by the local authority often involve local residents	77	72	99	54	65	40	156	30	99	50	24	18	523	264
Programs conducted by the local authority are very helpful in resolving the problems of the people	62	87	105	48	64	41	163	26	91	58	30	12	515	272
The local authority is encouraging the community to give feedback about the service needed	83	66	111	42	65	40	159	30	113	36	34	8	565	222
ICT technologies such as the internet (websites and Facebook) facilitate the public to make a complaint to the local authority	103	46	125	28	91	14	144	45	123	26	36	6	622	165
Dialogue with the community is carried out periodically	59	90	86	67	56	49	132	57	80	69	26	16	439	348
Local residents are less involved in local authorities programs with the community	94	55	94	59	66	39	147	42	102	47	26	16	529	258
NGOs are less involved in local authorities programs with the community	102	47	98	55	65	40	149	40	100	49	32	10	546	241
Local authority is less invited to join programs organized by the society and NGOs	137	6	92	61	71	34	100	89	90	59	29	13	476	311

Table 7. Employee perception of services.

Services	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Local authority service charge collection system (assessment, parking and compounded) is appropriate	80	6	22	2	94	6	82	2	22	2	49	1	349	19
Maintenance of drainage by the local authority is carried out often	79	7	23	1	81	19	71	13	23	1	48	2	325	43
Garbage collection system follows collection schedule	83	3	24	0	88	12	77	7	24	0	44	6	340	28
Counter services provided by the local authority are efficient	76	10	24	0	90	10	78	6	24	0	48	2	340	28
Problems faced by residents such as roads damaged, drainage system clogged are resolved immediately	78	8	24	0	79	21	74	10	24	0	46	4	325	43
The local authority is constantly monitoring facilities that have been provided	78	8	24	0	84	16	75	9	24	0	43	7	328	40
Local authority always provides maintenance for infrastructure damaged	80	6	24	0	81	19	75	9	24	0	47	3	331	37
The local authority is constantly working to increase the efficiency in service delivery over time	83	3	24	0	92	8	78	6	24	0	50	0	351	17

Table 8. How citizens view the services provided by local government.

Services	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Local authorities service charge collection system (assessment, parking and compounded) is appropriate	82	67	88	65	64	41	155	34	93	56	34	8	516	271
Maintenance of drainage by the local authority is often	72	77	92	61	36	69	117	72	77	72	11	31	405	382
Garbage collection system was on schedule collection	89	60	121	32	73	32	163	26	104	45	39	3	589	198
Counter services provided by local authority are efficient	90	59	102	51	65	40	163	26	81	68	35	7	536	251
Problems faced by residents such as roads damaged, drainage system clogged resolved immediately.	53	96	86	67	49	56	115	74	73	76	22	20	398	389
The local authority is constantly monitoring the facilities that have been provided	75	74	97	56	35	70	129	60	69	80	10	32	415	372
Local authority always maintains infrastructure damaged	46	103	86	67	40	65	131	58	72	77	22	20	397	390
The local authority is constantly working to increase efficiency in service delivery over time	78	71	109	44	56	49	158	31	93	56	34	8	528	259

Table 9. How employees perceive infrastructure.

Infrastructure	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Enforcement regulations of the local authority are exercised in a fair and transparent way	82	4	24	0	91	9	76	8	24	0	46	4	343	25
Punishment of offences is commensurate	79	7	23	1	93	7	76	8	23	1	45	5	339	29
Less help from society causes difficulty in enforcement tasks	80	6	23	1	88	12	77	7	23	1	43	7	334	34
Lack of staff members affects the effectiveness of enforcement	79	7	23	1	93	7	74	10	23	1	44	6	336	32
There are complaints from dealers over the selected enforcement	78	8	20	4	56	44	64	20	20	4	40	10	278	90
The diplomacy approach should be in the enforcement of the local authority	78	8	24	0	94	6	71	3	24	0	48	2	349	19
Dialogue with society should be held in order to reduce misunderstandings and disputes between enforcement with the community	82	4	24	0	99	1	81	3	24	0	47	3	357	11

Table 10. How citizens perceive infrastructure.

Infrastructure	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Enforcement regulations of the local authority are exercised in a fair and transparent way	88	61	98	55	51	54	152	37	88	61	33	9	510	277
Punishment of offences is commensurate	91	58	102	51	59	46	165	24	102	47	35	7	554	233
Lack of cooperation from society cause difficulties in enforcement	113	36	126	27	63	42	138	52	105	44	37	5	582	205
Lack of staff affects the effectiveness of enforcement	110	39	132	21	79	26	110	79	107	42	37	5	575	212
There are complaints from dealers over the selected enforcement	95	54	118	35	72	33	132	57	109	40	36	6	562	221
The diplomacy approach should be practiced by the enforcement of local authority	119	30	132	21	96	9	174	15	107	42	41	1	669	118
Dialogue with society should be held in order to reduce misunderstandings and disputes between enforcement with the community	116	33	137	16	93	12	172	17	121	28	41	1	680	107

Table 11. How employees view council members’ accountability.

Local Authorities	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Council members work with local authorities	81	5	21	3	96	4	78	6	21	3	45	5	342	26
Members of the council are less involved in programs with the community	71	15	10	14	56	44	59	25	10	14	31	19	237	131
Council members meet obligations regardless of the interests of race	79	7	22	2	95	5	74	10	22	2	43	7	335	33
Council members meet obligations regardless of the interests of the party	76	10	21	3	94	6	73	11	21	3	39	11	324	44
Council members are proactive in solving problems of the local people	82	4	21	3	94	6	77	7	21	3	44	6	339	29

Table 12. How citizens view council members’ accountability.

Local Authorities	OMC		BCC		GMC		ADC		DCC		SMC		TOTAL
	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N	Y	N
Council members work closely with local authority	93	56	114	39	75	30	170	19	124	25	35	7	611	176
Members of the council are less involved in programs with the community	71	78	108	45	59	46	152	37	90	59	35	7	515	272
Council members meet obligations regardless of the race interest	89	60	115	38	77	28	171	18	102	47	33	9	587	200
Council members meet obligations regardless of the political parties’ interests	74	75	104	49	58	47	108	81	86	63	16	26	446	341
Council members are proactive in solving problems of the local people	68	81	97	56	68	37	100	89	79	70	22	20	434	353