Professionals as Stakeholders: Engagement in Malaysian Government

Programs

Siti Maziha Mustapha and Faridah Ibrahim

Infrastructure University Kuala Lumpur, Kajang, Malaysia

Keywords:

Stakeholders, Engagement, Government Programs.

Abstract:

The objective of this study is to investigate the level of engagement towards Malaysian government programs

among stakeholders. This study focused on the external stakeholders namely the Malaysian citizens who are

professionals. The research questions addressed the following: What are the government programs identiﬁed

by the stakeholders? What is the perception of the stakeholders towards the programs? How engaged are

the stakeholders with the programs? What expectations do the stakeholders have on the future government

programs? From the Focus Group Discussion (FGD), it was found that stakeholders identiﬁed government

programs from ﬁve sectors namely transportation, education, housing, employment, healthcare, and economy.

The stakeholders were totally engaged in keeping track with government programs and were aware of many of

the programs implemented. They had mixed feelings towards the beneﬁts of the programs. The stakeholders

admitted that they paid attention and showed concern on the effectiveness of the programs implemented. They

were clear about the different channels of communication that they could use to voice out their views and

concerns. They were able to exercise their skills and capabilities to utilize multifarious channels in ensuring

their voices were heard. They expressed their expectations that the government would keep their promises and

continue to improve current programs and create future programs that would form a nation that is progressive

and free from ill practices.

1 INTRODUCTION

Malaysia as one of the developing countries is de-

pendent on acceptance and support of the people to

ensure a successful implementation of government

programs. From the past government to the current

new government under Pakatan Harapan (PH) much

consideration has been given to improve the public’s

wellbeing. Prior to PH, the past government under

Barisan Nasional (BN), had presented 1Malaysia with

a tagline ”People First, Performance Now” mirroring

the promise to make the administration more perfor-

mance driven and results oriented. Under PH, the em-

phasis is on reconstructing the nation and meeting ex-

pectations. The objective of this study is to discover

the engagement level of external stakeholders toward

programs implemented by the Malaysian government.

2 BACKGROUND OF STUDY

Stakeholder engagement or ‘Citizenship Participa-

tion’ is vital in building a nation and maintaining

a balanced power within (Greenwood, 2007)(Ihugba

and Osuji, 2011). Stakeholder Engagement Theory

is viewed as essential to check the efﬁcacy and the

notable aspects of execution of government programs

According to Freeman and McVea (Freeman, 2010)

stakeholders are “those groups and individuals who

can affect or are affected by the achievement of an

organisation’s objectives”. The succes of the pro-

gram implementation by a country or company de-

pends heavily on the extent of acceptance and recep-

tion by the people.

The building block of the development programs

initiated by the current Malaysian government fo-

cusses on enhancing the well-being and quality of life

of Malaysian people. When the US President Barack

Obama introduced global engagement in his country’s

foreign policy, the importance of stakeholder engage-

ment in governmental policies and programs gained

momentum and became a much debated topic in re-

414

Mustapha, S. and Ibrahim, F.

Professionals as Stakeholders: Engagement in Malaysian Government Programs.

DOI: 10.5220/0009184804140420

In Proceedings of the Second International Conference on Social, Economy, Education and Humanity (ICoSEEH 2019) - Sustainable Development in Developing Country for Facing Industrial

Revolution 4.0, pages 414-420

ISBN: 978-989-758-464-0

cent years. Malaysia, as a developing country has be-

gun to show interest on the importance of stakeholder

engagement in its development practices. Thus, ex-

ploration into the extent of stakeholders engagement

would shed light on the successful implementation of

government programs. Through a qualitative method

via focus group discussion (FGD), this study aims to

illuminate the importance of stakeholder engagement

in the successful implementation of government pro-

grammes. The ﬁndings will indicate the responsive-

ness and support of the people towards government

programs.

3 PROBLEM STATEMENT

Internal or external stakeholders play instrumental

roles in nation building (Hill and Jones, 2001). Exam-

ples of internal stakeholders are stockholders, organ-

isational employees including managers and Board

members while external stakeholders are customers,

suppliers, governments, unions, local communities

and the public. It has been well documented that

stakeholder engagement can positively beneﬁt both

the organisation and society in the long run (Free-

man and McVea, 2001)(Greenwood, 2007)(Ihugba

and Osuji, 2011).

A nation can be considered as “an organisation” at

a bigger scale. The implementation of programs by a

nation’s government will generate fruitful outcome if

the plans and programs are well received by the stake-

holders (Ibrahim et al., 2019). The absence of stake-

holders engagement would lead to failure to meet the

common goals aimed at improving the well-being of

the people.

Findings from previous studies showed that en-

gagement is a two way relationship between the em-

ployer and the employee, and in this context the re-

lationship between government and the people(Kular

et al., 2008)(Saks, 2006)(Crabtree, 2005)(Kahn,

1990). Kahn (1990) argued that employees are will-

ing to exchange their engagement for whatever bene-

ﬁts they can obtain the organisation or government.

Saks (2006) agreed that engagement is one of the

ways for people to return the favour to the organisa-

tion or gavernment.

Global engagement has been coined by US for-

mer President, Barack Obama in the nation’s for-

eign policy. This policy has gained momentum

and has cecome an examplar for other nations and

Malaysia is without exception. Following this ex-

ample, Malaysia under the previous government has

launced the Government Transformation Program

(GTP), through GTP 1.0 and 2.0. The programs were

aimed at improving the quality of life of Malaysian

citizens through stakeholder engagement. A study

by the Performance Management Delivery Unit (PE-

MANDU) of Malaysia found that more than half of

the respondents were aware of GTP’s trajectory and

goals. However, the study did not dwell into the im-

portance of stakeholder engagement. Under the cur-

rent government the stress on stakeholder engagement

in governmental policies and programs is in full force.

Hence, the current study was conducted to explore

the people’s awareness towards the new government’s

initiatives to further improve the people’s quality of

life.

Through a qualitative method via focus group dis-

cussion (FGD), this study aims to highlight the extent

of stakeholder engagement inﬂunce among the exter-

nal public particularly the professionals. This study

hopes to contribute towards the inﬂunce of the stake-

holder engagement theory in the the succesful imple-

mentation of future government programs.

4 RESEARCH QUESTIONS

• What are the government programs identiﬁed by

the stakeholders?

• What is the stakeholders’ perception towards the

programs?

• How engaged are the stakeholders with the pro-

grams?

• What expectations do the stakeholders have on the

future government programs?

5 LITERATURE REVIEW

The stakeholder refers to a person who holds a stake

in the activities of the organisation in some ways.

Stakeholders may include employees, customers, sup-

pliers the state, the local community, society, bankers,

special interest groups, the environment and techno-

logical progress (Argenti, 2018). Freeman (Freeman,

1983) deﬁned a stakeholder as any individual or group

who can affect, or is affected by, the achievement of

the organisation’s objectives.

The Stakeholder Theory has evolved over the past

decades and is applicable in both public and private

entities. The Stakeholder Theory posits a strong rela-

tionship between the stakeholders and government or

organization will help to affect changes that could be

geared towards achieving successful organizational

goals Freeman (Freeman and McVea, 2001).

Professionals as Stakeholders: Engagement in Malaysian Government Programs

415

Many scholars (Idris, 2018)(Sharif et al.,

2014)(Ali and Sonderling, 2017) viewed that

communication and information technology have

changed the way the government communicate

with the public. In the age of globalization, Social

media is seen to be an important medium and has

been utilized to promote a positive perception of

the government through information sharing which

strengthen citizen and government relationship. Ali

et.al (Sharif et al., 2014) found that social media

plays a role and has the advantage in channeling

the information compared to the traditional media.

However, mainstream media is more popular among

professionals and adults. According to Groshek and

Han (Groshek and Han, 2011), alternative media

and new media are fragmented, non-responsive and

even more exclusionary than mainstream, and hence,

mainstream media played a role in shaping readers’

perception.

This study will shed light on the perception of

professionals as stakeholders towards the implemen-

tation of Government Programmes. The ﬁndings of

this study will serve as guidelines for the government

in their planning and implementation of future Gov-

ernment programs. Findings from The Guardians in

New Zealand (Ibrahim et al., 2019) showed that en-

gagement and communications with stakeholders are

important and this provides direction for communica-

tion strategy, create awareness into stakeholders’ per-

ceptions and knowledge of the organisation. Accord-

ing to May et.al. (May et al., 2004), emotional factors

are linked closely with an individual’s personal satis-

faction and the inspiration to engage with their orga-

nization. Some key areas in stakeholder engagement

were effective leadership, a commitment towards em-

ployee wellbeing, two-way communication between

stakeholders and government organization’s employ-

ees (Noe et al., 2017).

According to Kahn (Kahn, 1990), in the context

of stakeholder engagement, employees are willing to

exchange their engagement as a repayment for the re-

sources they receive from their organisation or gov-

ernment. When the government fails to provide these

resources and meet the expectations, individuals are

more likely to withdraw and disengage themselves

from their roles. Hence, the amount of commitment

and engagement an individual is prepared to give to

fulﬁl their citizen role may be dependent on the eco-

nomic and socio-emotional resources received from

the government via the government programs.

6 METHODOLOGY

The data was collected using the Focus group discus-

sion (FGD). FGD was conducted among three differ-

ent groups of stakeholders. The ﬁrst group comprises

of experienced professionals within the age range of

45 to 55. The second group comprises of young pro-

fessionals within the age range of 30 to 44 years. The

third group comprises of young adults within the age

range of 20 to 29. All three groups have a combina-

tion of male and female participants with a total num-

ber of ﬁve participants in each group.

This paper focusses on the ﬁrst group comprises

of experienced professionals within the age range of

45 to 55 from different ethnics (Malay, Chinese and

Indian). The choice on professionals was made due

to the importance of the professionals’ perception in

supporting government’s programs since they are the

inﬂuencers for young generation and decision makers

in the family institutions and society. All interviews

were tape-recorded and transcribed verbatim. Inter-

view respondents were invited to elaborate on each

question. The data analysis technique employed was

thematic analysis. It was carried out to identify popu-

lar trends in the responses. The data was triangulated

with existing various stakeholders theories.

7 RESULTS AND DISCUSSION

• What are the government programs identiﬁed by

the stakeholders?

• What is the stakeholders’ perception towards the

programs?

• How engaged are the stakeholders with the pro-

grams?

• What expectations do the stakeholders have on the

future government programs?

• What are the government programs identiﬁed by

the stakeholders?

The stakeholders identiﬁed the following government

programs which were categorized into six sectors

namely transportation, education, housing, employ-

ment, healthcare, and economy

• Transportation – the stakeholders identiﬁed sev-

eral transportation programs which they knew had

been implemented by the current and previous

government. The programs were Mass Rapid

Transit (MRT), East Coast Rail Link (ECRL), Ex-

press Rail Link (ERL), Light Rapid Transit (LRT)

and e hailing.

ICoSEEH 2019 - The Second International Conference on Social, Economy, Education, and Humanity

416

• Education – the stakeholders showed their aware-

ness of government’s efforts to improve schools

and institutions of higher learning and were aware

of the educational support namely PTPTN and

MyBrain provided by the government.

• Housing- the stakeholders were very aware of the

government’s initiatives in improving the housing

problem. They mentioned the affordable housing

program like Perbadanan PR1MA Malaysia

• Employment – initiatives from the government in

creating programs to provide jobs to the young

were mentioned by the stakeholders, for exam-

ple Skim Latihan 1Malaysia’s (SL1M) and TVET

(Technical and Vocational Education and Train-

ing).

• Healthcare – the stakeholders mentioned the

healthcare support provided by the government

such as Klinik 1Malaysia or now known as Klinik

Komuniti and the public hospitals.

• Economy - Majority of the stakeholders inter-

viewed agreed that the shift from GST to SST 2.0

initiated by the new government was helpful in

reducing the price of goods. The stakeholder also

mentioned Urban Transformation Centre (UTC).

What is the stakeholders’ perception towards the pro-

grams?

The ﬁve stakeholders who were interviewed ex-

pressed both positive and negative reactions to the

programs. Several positive reactions were on the con-

venience of means of transportation, satisfaction on

the newly introduced changes to the education sector,

medical support and employment opportunities.

On the other hand, even when they do appreci-

ate the government’s initiatives to increase affordable

housing and provide better jobs, they still have their

qualms regarding the price of houses and cars, the rate

of unemployment, long queue at government hospi-

tals and minimum improvement in living expenses.

The stakeholders mentioned the following regard-

ing the programs:

S3: rapid railway to the east coast, which to me

is something I look forward to, because it will be so

convenient for us to go back home in the east coast,

and then I remember the ECRL to Singapore, but that

particular project I wasn’t so happy because I thought

whatever that we have now is fast enough already. . .

S2: the MRT project that goes all the way to near

my house.. I think that has impacted a lot on the way

I travel to work because ﬁnally I don’t face too much

of a trafﬁc jam because the commuters are now us-

ing MRT to go to work in KL so they don’t clog my

highway..

S3: alright I think since the new government has

taken over, I have paying a lot of attention to the edu-

cation sector, . . . I like most is that they are trying to

improve access to education because the philosophy

behind education is that everyone should have equal

access education, so what they have done is that they

have given voice to the teachers, to the stakehold-

ers, to the parents and so on, now parents can link

directly to the teachers, they can say things openly

and so on, and then the latest one in the news they

have also given voice to the lecturers. . . you know es-

pecially the lecturers who have got opinions that are

different from the ruling party. . .

S1: I really like the one the present minister Dr

Maszlee he talked about the freedom, and especially

he talks about the higher education institution, uni-

versity and college university, and I think the output

previously has given a lot of restriction, to the student,

of course now they have actually gone through a few

round of amendments.

S3: I read about how they are revamping the feed-

ing the children program, because they notice the chil-

dren who come from poor are so hungry, when they

are in school they cannot learn. Even there is food

program at school, but it is not nutritious enough to

sustain their attention for the 5 hours that they are in

school. So now they are concerned... what they try-

ing to do is trying to improve the quality of free food

provided to the poor children in school. I felt I was

very happy to read that because ﬁnally somebody is

paying attention to the children

S4: I do appreciate what the government is trying

to do. . . but even now houses are still so expensive,

cars are also expensive and living expenses are not

improving much. . . S1: I’m looking at it . . . am more

concerned about the job opportunity for our younger

generation, we have such economic growth in our

country, that’s number one, and then we talk about

the work force, do we really need to depend so much

on foreign workers or can our people took up the job?

I am worried. . . unemployment will lead to all sorts of

problems.

S2: I appreciate all the programs that have helped

my family and I to live a better life. The education

opportunity, medical support, public transportation,

better jobs and many more. . . I am concerned about

our economic recovery. . . without that, we can’t have

a better life.

S5: I don’t really use public transportation as I

have my own car. . . I don’t go to public hospitals or

clinics coz the queue is long. I went to public schools

and university. . . but after that I don’t use anything

that the government has given. . .

How engaged are the stakeholders with the identi-

Professionals as Stakeholders: Engagement in Malaysian Government Programs

417

ﬁed programs?

All the stakeholders expressed how engaged they

are in the government programs except one. He men-

tioned that he preferred to be independent and not

hoping for endowment from the government. He

cited that the programs had no impact on him. The

stakeholders who are professionals were robust in

terms expressing their views via various communica-

tion channels both new media and face to face. The

following verbatim illustrates the stakeholders’ levels

of engagement.

S2: I paid attention to all government pro-

grams. . . I will discuss in my WhatsApp group. . . any

grievances. . . anything we like. . .

S1: I believe that there must be a balance between

income and cost of living. I get involved to make sure

that I have a say in what happens in the future. . . we

must pay attention to the government’s programs and

express our views. . . so the younger generation will

have a chance of a stable and prosperous life.

S3: We want active participation, and as the cit-

izens we can’t be sitting quietly and complain. . . I

think everybody is educated, if we have an issue, we

voice it out. . . we go to the problem.. go to the source

of the problem, then that will be direct..we can email,

meet face to face, tweet, or any other means of com-

munication.

S4: I do get involved. . . can talk to NGOs. . . NGOs

have done a good job in letting the government know

of people’s grievances.

S2: I think letting our wakil rakyat know is a good

way to voice our concerns. I take any opportunity to

get my views heard. . . hopefully the government can

take appropriate action.

S5: I am managing on my own. Don’t really rely

on anything from the government. . . it’s easier to be

independent. I don’t get involved.. whatever pro-

grams the government do. . . don’t have impact on me..

What expectations do the stakeholders have on the

future government programs?

All of the stakeholders were in total agreement

with regards to what they expected from the govern-

ment. First and foremost, they wanted transparency

in all government programs. They also expected the

government to be inclusive, fair in their dealings, cor-

ruption free and fulﬁl their promises.

S1: whatever it is that the government wants to

implement, I just want them to be fair, not bias to-

wards a certain race. . . or only for their political sup-

porters. . . do it for the rakyat..be transparent.

S4: there must a platform for the rakyat to meet

and voice their concerns to government ofﬁcials.

Don’t think that the poor and people from rural areas

don’t matter. . . they do matter. . . the facilities must be

provided and available to all.

S5: to me, very simple. Keep your promises.

Implement programs that could help the rakyat. Be

transparent.

S3: My hopes for the future. . . 4 things... more

transparency, no more corruption, lower cost of liv-

ing and better living conditions like Norway and Swe-

den. Improve government programs so everyone can

progress and prosper. . . .so the children will have a

better life.

S2: You walk the talk..we want the government to

be like NIKE, ok, just do it. You promised, now ac-

tion. We are here. Our support as rakyat is unwaver-

ing..make life better, safer and richer for all of us..my

only hope. . . is for the government to be honest, fair,

and make all the good things happen!

The ﬁndings of the study revealed that the pro-

fessionals were totally engaged in keeping track with

government programs and were aware of many of the

programs that beneﬁtted them. They were very real-

istic in the ways they perceived the government pro-

grams. They could see the positive sides of the pro-

grams as well as those that need to be further im-

proved. They were practical in their outlook and this

standpoint led them to be more engaged.

They expressed support for the programs and rec-

ognized the limitations. This is in line with Faridah

et.al (Ibrahim et al., 2019) and Nalick et al. (Nalick

et al., 2016). Faridah et.al (Ibrahim et al., 2019) found

that youth in Malaysia expressed support but identi-

ﬁed weaknesses of the government’s programs. Nal-

ick et al. (2016) suggested that there is a point of in-

tersection between the government and the stakehold-

ers on certain programs and activities. This will en-

courage acceptability among the stakeholders which

in turn will sustain collaborative relationships.

The ﬁndings from this study are consistent

with earlier studies in this area (Freeman and

McVea, 2001)(Greenwood, 2007)(Ihugba and Osuji,

2011)(Ibrahim et al., 2019) which proved that with

strong stakeholder engagement, both government and

society will beneﬁt. Nevertheless, it is interesting to

note that the possibility of stakeholders being disen-

gaged. This could happen should the programs initi-

ated by the government did not meet their expectation

and be of beneﬁt to them.

The stakeholders have expressed that they can

freely voice out their views and concerns. They were

conﬁdent in being actively participating and using dif-

ferent channels of communication be it social media

or face to face interaction. This study has added a

new insight where professionals as stakeholders were

assertive in their expression of views compared to the

youth as stakeholders. The youth, in an earlier study

ICoSEEH 2019 - The Second International Conference on Social, Economy, Education, and Humanity

418

by Faridah et.al.,(Ibrahim et al., 2019), dominantly

utilized only social media as medium of expression.

It was also found that the stakeholders were

involved in government’s programs because they

wanted their voices to be heard so that the government

can take appropriate action. This ﬁnding is line with

a study by Faridah et.al (Ibrahim et al., 2019). Lawler

and Worley (Lawler and Worley, 2006) argued that

in order for organisations to have positive impact on

stakeholder engagement, people need to be empow-

ered. They highlighted that the level of involvement

can be increased when the highest possible level of

power is given to the people. This then will lead to a

maximum level of engagement by the stakeholders.

The stakeholders were willing to contribute be-

cause the ultimate goal is to realize their dreams and

beneﬁt them. This supports Saks (Saks, 2006) and

the earlier work of Kahn (Kahn, 1990) who suggested

that people are more likely to exchange their engage-

ment for resources and beneﬁts provided by their gov-

ernment. This is also in line with the suggestion from

Faridah et al. (Ibrahim et al., 2019) who mentioned

the reciprocal obligation between people and govern-

ment.

In this study, one of the dominant ﬁndings is the

expectations of the stakeholder towards the govern-

ment. The ﬁndings illustrated that people expected

the government’s initiatives to match their values, de-

mands and aspirations for a better future especially

for the younger generation.

Understanding stakeholder’s perception towards

the government programs is absolutely signiﬁcant as

the government-people collaboration will result in a

win-win outcome. Based on the ﬁndings from this

study, it is recommended that the government consis-

tently ﬁnd alternative ways to actively engage with the

stakeholders where inclusivity is not side lined. Upon

receiving the feedback from stakeholders, it is hoped

that the government will be proactive in addressing

the problems and making strategic moves to ensure

continuous, sustainable improvements for the future

of the nation.

8 CONCLUSIONS

The study dwells on the perception of professionals

as stakeholders and their engagement towards govern-

ment programs. The study found that stakeholder en-

gagement is critical for successful implementation of

programs by a country, government or company. En-

gagement will empower people to contribute and put

forth necessary suggestion for the betterment of the

implemented government programs and future initia-

tives by the government.

The stakeholders identiﬁed government programs

from six sectors six sectors namely transportation, ed-

ucation, housing, employment, healthcare, and econ-

omy.

Several stakeholders reacted positively towards

the programs. They felt that the programs have ben-

eﬁtted them in many ways. Nevertheless, there was

also a negative reaction regarding the minimal im-

pact of the programs on the stakeholders. Despite the

negative reaction, the stakeholders were very attentive

and concerned towards the government’s initiatives.

The results of this study clearly indicated the

resourcefulness of the professionals in information

seeking as well actively giving feedback regarding the

government programs through multifarious channels.

They believed their active engagement would prompt

the government to take immediate action. Being pas-

sive was not an option.

Several profound ﬁndings in the forms of stake-

holders’ expectations and aspirations were identiﬁed.

Close to the hearts of the stakeholders were trans-

parency, inclusiveness, fairness, corruption free prac-

tices, lower cost of living, better living conditions,

safe and a prosperous nation.

ACKNOWLEDGEMENTS

This research is funded by Fundamental Research

Grant Scheme (FRGS/1/2017/SS09/IUKL/01/1),

Malaysia under the title: Reconstructing Stakehold-

ers Engagement Theory through the implementation

of Government Programs (GP).

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