The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid
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, acc...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2010
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/33915/ |
| _version_ | 1848808410134347776 |
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| author | Abd Aziz, Amir Fahmi Ab Khalid, Nur Afzan |
| author_facet | Abd Aziz, Amir Fahmi Ab Khalid, Nur Afzan |
| author_sort | Abd Aziz, Amir Fahmi |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T22:58:16Z |
| format | Conference or Workshop Item |
| id | uitm-33915 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:58:16Z |
| publishDate | 2010 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-339152020-08-24T07:46:20Z https://ir.uitm.edu.my/id/eprint/33915/ 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 Ab Khalid, Nur Afzan Public administration 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. 2010 Conference or Workshop Item PeerReviewed text en https://ir.uitm.edu.my/id/eprint/33915/1/33915.pdf 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. (2010) In: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings, 26 to 27 May 2010, SP Inn Hotel, Sungai Petani Kedah, Malaysia. |
| spellingShingle | Public administration Abd Aziz, Amir Fahmi Ab Khalid, Nur Afzan The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title | The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title_full | The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title_fullStr | The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title_full_unstemmed | The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title_short | The perception of civil service on the introduction of key performance indicators (KPI) / Amir Fahmi Abd Aziz and Nur Afzan Ab Khalid |
| title_sort | perception of civil service on the introduction of key performance indicators (kpi) / amir fahmi abd aziz and nur afzan ab khalid |
| topic | Public administration |
| url | https://ir.uitm.edu.my/id/eprint/33915/ |