Development of spatial-based system for business licensing for a Malaysian local town governing authority
A local authority (pihak berkuasa tempatan in Malay, PBT) is an entity that is responsible for administering internal resources and providing good infrastructure for the residents. They need to be sensitive and attentive to the rapid changes in technologies and systems in order to provide the bes...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2020
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/99121/1/FK%202020%20100%20IR.pdf |
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| Summary: | A local authority (pihak berkuasa tempatan in Malay, PBT) is an entity that is
responsible for administering internal resources and providing good infrastructure for
the residents. They need to be sensitive and attentive to the rapid changes in technologies
and systems in order to provide the best services and sustainable life to the people. This
study which involved the development of spatial-based system for business licensing for
Malaysian local authorities was conducted to help the local authorities in improving their
services. The Johor Bahru City Council (MBJB) was selected as the collaborator of this
study and the issues encountered by them was identified. Based on the discussions,
interviews and meetings with the MBJB, the licensing business was selected as the
subject matter of this study. During the user requirement study (URS), various issues
related to business licensing were highlighted, which include the control of the
registration and renewal of premises license, monitoring of field enforcement officers,
loss of documents, and complaint management. The old methods employed by local
authorities were no longer relevant and need to be replaced with new tools, new
technologies and new systems to increase the revenue with more cost-free options. To
bridge the research gap, a spatial-based system equipped with a global positioning
satellite system was proposed. The spatial-based system was developed by integrating
information and communication technology, global positioning system or global
navigation satellite system and geographic information system to allow tracking and
tracing of field enforcement personnel or mobile workforce, preparation of online
reports, efficient complaint management, and monitoring of spatial premises registration
and renewal of premises on digital maps. This study had two objectives. The first
objective was to develop a spatial-based system for business licensing with the concept
of mobile workforce for local authorities. The second objective was to assess the
acceptance level of the local authorities on the spatial-based system by evaluating the
effectiveness of the system, user readiness and organizational readiness. This study has
successfully achieved the first objective as the system was successfully developed
according to the URS, tested and validated. Eleven evaluation procedures were performed with 10 (90.91%) of them passed without comment and 1 (9.09%) passed
with comments or corrections. Since the passing threshold was 90%, the system was
considered passed and fulfilled all the requirements from MBJB. The newly developed
spatial-based system offers features for better performance compared to the existing
business licensing practices. The second objective of this study was achieved when the
level of acceptance for system effectiveness, user readiness and organizational readiness
reached 99.33%, 95.33% and 96.20% respectively, which indicated a high level of
acceptance for each aspect. The overall acceptance level of the spatial-based system
reached a score of 97.33%, which mean MBJB was highly satisfied to the enhanced
system. This study has contributed significantly to the local authorities especially in
creating smart city elements for the purpose of improving services to the community in
line with the impact of the industrial revolution that will change the service landscape
towards digital and global practices. The development of the spatial-based system for
business licensing with the concept of mobile workforce for MBJB could be used as a
reference for other local authorities or potential users at different municipal levels. |
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