Exploring the impact of IoT on governance and public service transformation: evidence from Malaysia’s public sector

Abstract

Purpose This study aims to explore the perceived impact of Internet of Things (IoT) adoption in Malaysian public sector organizations, focusing on key areas such as public service delivery, operational efficiency and governance, among others. The research highlights how IoT drives broader organizational changes, contributing to digital transformation and supporting Malaysia’s socio-economic development goals. Design/methodology/approach This study adopts a qualitative research design, employing semi-structured interviews with 17 key participants from various ministries, central agencies, state governments and local city councils in Malaysia. The participants were selected using purposive sampling to ensure diverse representation from different stages of IoT adoption. Thematic analysis was conducted to identify key themes representing the impacts of IoT adoption in the public sector. The analysis followed Braun and Clarke’s six-phase framework, with the support of Atlas.ti software to systematically code, categorize and interpret the data. The findings provide comprehensive insights into the perceived impacts of IoT on governance, operational efficiency, service delivery and organizational culture within Malaysia’s public sector. Findings The study reveals IoT’s transformative impact on Malaysian public sector organizations, with key themes emerging in operational excellence, service delivery transformation and data-driven governance. Specific findings include improved resource allocation through real-time data analytics, increased transparency in decision-making processes and enhanced public health monitoring systems. Additional themes, such as advancements in public health, environmental resilience and citizen engagement, further highlight IoT’s role in driving public sector innovation and enhancing Malaysia’s socio-economic development goals. Originality/value This study contributes original insights into the nascent field of IoT adoption in the public sector, with a specific focus on the Malaysian context. By identifying 21 key themes through qualitative data, categorized into 4 impact areas, it offers a detailed examination of how IoT affects public service delivery, operational efficiency and governance, providing new perspectives on digital transformation in government.