The topic of complaint management is receiving more and more attention in both practise and research, particularly the public complaint. Service delivery that meets the needs of its customers has become one important indicator that determines the quality of governments’ services. This paper presents an analysis of public complaint managed by the Public Complaint Bureau (PCB) of Malaysia; a specialised body that handles public complaints. This paper aims to analyse the effectiveness of complaint management system in managing public complaint and provide recommendations. Through this analysis, the performance of PCB has showed significant role in managing public complaint through the continuous improvement of complaint management system to achieve improved service delivery.

A systematic review of the DM literature on PSD was performed with the aim to build an operational ontology-based for decision makers. Five public administration journals were screened on the subject with more than 200 articles found. 29 articles were shortlisted, categorised, summarised, and applied to outline the influential factors in DM for PSD. The result of the systematic reviews also provided a brief clarification on the requirement for the creation of a more citizen-centric and coordinated eco-system for efficient PSD underpinned by effective DM.

Efficient public service delivery is a main objective for every government. An important aspect of public service delivery is ensuring services provided fulfil the changing needs of the citizens and benefiting the public. However, the challenge on how best the government can serve the public continues to be the major issues in improving public service delivery. Information gap and no integrated system are affecting government's responsiveness. Despite the efficiency of service delivery system is a priority of the government, deficiency of viable, persistent, and timely information for decision-maker happens due to data silos, lack of data gathering with poor data governance and integration instead of operative unified data. The objectives of this paper are to examine and gain a better understanding of the complexities that are associated with decision-making process in relation to public service delivery from the perspective of government of Malaysia. In terms of academic contribution, this paper provides a better understanding of the critical factors for effective decision-making from the perspective of the government. With regards to practical implications, this article provides the Malaysian government and public organisations with relevant factors of consideration on how the public service delivery can be improved.