The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid

Abd Aziz, Amir Fahmi and Ab Khalid, Nur Afzan (2010) The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid. In: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings, 26 to 27 May 2010, SP Inn Hotel, Sungai Petani Kedah, Malaysia.

Abstract

The Key Performance Indicators (KPIs) was introduced in the public sector through the Development Administration Circular in 2005. The performance of service delivery needs to be assessed, evaluated, monitored and improvised continuously so that the service can be delivered to customers quickly, accurately, and effectively. The main objective of KPIs are to ensure that the service delivered is of quality in line with the function, vision and mission of the agency and fulfilled the customers’ needs, Government agency needs to assess the performance of the services delivered and the outcome of the assessment on services delivered to customers will depict the overall performance of the agency. The objective of this paper is to determine the level of awareness, perception and the readiness of Civil Services in implementing the KPIs. Sixty questionnaires were distributed to four public agencies in Jerantut, Pahang. Based on the finding the level of awareness, perception on KPIs and the readiness of the public sector employees in supporting government initiative to improve their performance were identified and the papers concludes with suggestions for improvement.

Metadata

Item Type: Conference or Workshop Item (Paper)
Creators:
CreatorsID Num. / Email
Abd Aziz, Amir Fahmiamir_robben@yahoo.com
Ab Khalid, Nur AfzanUNSPECIFIED
Subjects: J Political Science > JF Political institutions and public administration > Public administration
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus
Event Title: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings
Event Dates: 26 to 27 May 2010
Page Range: pp. 1-6
Item ID: 33915
Uncontrolled Keywords: Key Performance Indicator (KPI); awareness; public sector; service delivery system
URI: http://ir.uitm.edu.my/id/eprint/33915

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