ICT outsourcing in public sector: relationship intensity among vendor and client / Aidura Bahak Udin

Malaysia has its own recipe of building a long term success in ICT industry. Since
the Multimedia Super Corridor (MSC) was conceptualized in 1996, Multimedia
Development Corporation (MDeC) has been tasked to develop the unique corridor into a
regional operation and as a home for global ICT companies. The overall of this research
is all about the ICT outsourcing in public sector. The aims of this research are to identify
the SLA problems the organizations, the factors that influence the relationship intensity
among vendor and client and the effect of use of CRM in ICT outsourcing. In order to
achieve the aims of this research, a research model was used to develop the research
instrument for this study. The primary data for this research was collected by means of a
questionnaire survey conducted among Malaysian public sector organizations. There are
about 50 federal government agencies based in Putrajaya. Out of that, 28 federal
government agencies and 12 state federal government agencies (within Klang Valley)
were selected to participate in the survey. A total of 285 questionnaires were distributed
among the selected organizations and within one and half months, questionnaires were
returned. Although the research was conducted successfiilly, several limitations were
encountered. The limitations are time constraint, limited academic reference on ICT
outsourcing based in Malaysia and lack of cooperation during field study. The findings
fi-om this research indicated the relationship among vendor and client and how significant
the factors influence it. Problems that inherent in SLA also will be identified.