SHAH ALAM, April 14 — The state government will introduce a Service Delivery Quality Index to improve efficiency, strengthen governance, and address resource leakage in the public sector, as part of the Selangor Delivery and Governance System Reform (RSTU) framework.
State Secretary Dato’ Ahmad Fadzli Ahmad Tajuddin said the index will be among four main indicators under the RSTU used to assess public sector performance, alongside other governance- and trust-related measures.
“Under the index, we are moving towards what I have long aspired to implement, an anti-leakage model. When we talk about improving service quality, we must also consider the other side of the equation: leakage.
“We need to assess whether our human resources are sufficient or if adjustments are needed to improve efficiency. This is something we are trying to refine.
“It is still under control, but we want to ensure it is properly addressed. If we can achieve this, we will have a clearer understanding of each task, the time required, and the resources needed,” he said during the launch of the 2026 Public Sector Innovation programme at the MBSA Convention Centre today.
Fadzli added that Selangor continues to face revenue leakage across various industries and sectors, while highlighting the need to improve efficiency by around five to 10 per cent.
The RSTU was launched in August last year to reform the implementation of state policies and align them with the Federal government’s plans.
The eight focus areas of the framework are: governance and integrity reform; delivery systems reform; the removal of silo culture in state organisations; improvements to the complaints system; the development of a resourceful population; people empowerment; enhanced methods to assess the success of state programmes; and results-based appraisals.
Meanwhile, he said that Selangor has identified four important innovation products that will be expanded across agencies: a digital enforcement system, an online minor repair permit system, a Geographic Information System-based tax tracking, and a smart overflow water protection system.
These initiatives reflect the state’s shift towards digitalisation, improved revenue collection, and greater integrity through transparent audit trails.
Fadzli noted that Selangor is prioritising social innovation to improve the quality of life, highlighting initiatives such as the TEDUH project for p-hailing riders, which provides safer, more modern facilities for the public.
Artificial intelligence will also play an important role in governance, but it remains an enabler rather than a replacement for human decision-making.
He said the success of public sector transformation ultimately depends on mindset change, leadership, and a willingness to embrace reform that delivers real value to the people.
