Table 2 Public service accountability

Public Service Accountability

Role and Responsibility of Decision Makers

Doing it right, integrity and its challenges, adherence to collective responsibility,

I try my level best to make the best decision based on my available resources [frowns]. … There are of course consequences, I know … but being accountable, yes … I mean how? It is a collective decision most of the time, and in many circumstances, I go with the general consensus … but most of the time, we carry out orders based on existing standard operating procedures (SOPs).

(Entomologist 1)

Steadfast Leadership

Time-based promotion, meritocracy ineptitude in public service, conventional mindset

I think there are good-quality leaders …. at the district level, here in the state department [taps left index finger at table]. … Now, for this staff to become effective … if they are to be effective, public sector leaders need sufficient freedom to lead and to be supported and challenged by others within and beyond their organisations. … The problem is [pause] … there is not much challenge from within …. [slight rise of intonation] [ends with chuckle]. ...So yes, if you ask me, steadfast … yes.

(Inspectorate and Legislative Unit 3)

Underlying Hindrances and Constraints

Handling mounting public expectations, the conundrum of intermediaries, serving various stakeholders

From my understanding … to have good governance, you need healthcare staff that have good characteristics. … Forget about the system; look at the people [healthcare personnel]. Us … [mid-level healthcare personnel], we don’t decide on the policies; we act as intermediaries between the district and Putrajaya. … Sometimes people in the district, they don’t understand, and they blame us. … They get unhappy when their request, applications are not met … and the programme is not conducted in the way it is supposed to be? [questions the interviewer]

(Inspectorate and Legislative Unit 1)