Key Performance Indicators (KPIs) in the Public Sector: A Study in Malaysia

Key Performance Indicators (KPIs) in the Public Sector: A Study in Malaysia. Asian Social Science, 7 (7). (2011)


Several years ago Key Performance Indicators (KPIs) becoming a best measurement practiced by the
government sectors. By practicing this approach in government agencies, the failure of delivery system which
always voice out the public will address accordingly. Thus, this paper aims to look at the implementation of
KPIs) mainly in Malaysian public sectors in response with Government Circular 20. With some adjustment of
reformation in the public sector, the government has developed their own set of KPIs to measure the
performance among agencies. In design of study, qualitative method through semi-structured interview wasconducted at National Registration Department, Pulau Pinang to explore the use of KPIs in this frontline agency
and how they approach this performance measurement tools as one way to measure their performance. The
findings reveal that the use of KPIs has been successful in measuring their organizational and individual
performance as well. Though it is hard at the initial stage to adopt this approach, but after several years of
implementation, the use of KPIs contributed to several improvements in their administration and services.
Nevertheless, since this study is explanatory study based on archival data, it provides limited insights into how
organizational managers perceived the relevance and usefulness of key performance indicators in measuring the
organizational performance. This paper suggests that the implementation of KPIs should be implemented not
only in the frontline agency but to all public sectors as well and they should come out with greater standard of its
KPIs. In future research, the government should provide the best indicators to measure the performance of
government agencies by putting some value added in implementation of KPIs. Furthermore, third parties such as
government servant and stakeholders should togetherness in performing their jobs to make sure everybody is
comply with KPIs sets by its agencies.

Item Type: Article
Keywords: Performance management, Performance, Indicator, Key performance indicators, Public sector, Private sector
Taxonomy: By Subject > Administrative Science & Policy Studies > Policy Studies
Local Content Hub: Subjects > Administrative Science & Policy Studies
Depositing User: Mohd Fadhli Samsudin
Date Deposited: 01 Aug 2021 14:17
Last Modified: 01 Aug 2021 14:17
Related URLs:

Actions (login required)

View Item View Item