Abstract
This paper examines the persistent inter-organizational collaboration (IOC) challenges undermining the efficiency of electronic payment workflows in Malaysia’s public sector, with a focus on the Transport License Department (TLD). It aims to explore the suitability of Blockchain Technology (BCT) in addressing issues such as fragmented systems, manual reconciliation, and communication bottlenecks. Adopting a Design Science Research (DSR) methodology embedded within a qualitative paradigm, the study collected empirical data through focus group discussions with seven frontline officers directly involved in daily e-payment collection processes. Thematic analysis was used to derive key insights and inform artefact development. The analysis revealed four central challenges: absence of a shared platform, operational inefficiencies and mistrust, inconsistent service-level agreement (SLA) compliance, and fragmented communication. Participants perceived BCT’s decentralized and tamper-resistant features as enabling real-time data exchange, automated reconciliation, and smart contract-enforced compliance. However, socio-cultural resistance, including skepticism towards BCT and reliance on conventional communication norms, emerged as barriers. The study culminated in the development of the Blockchain-Integrated Collaborative E-Payment Framework (BICEF), which was validated by domain experts for its technical and operational feasibility. While the framework demonstrates potential for enhancing transparency and accountability in public sector financial workflows, further longitudinal studies are required to assess its real-world implementation and address cultural and organizational resistance to BCT adoption. This study contributes a novel application of BCT within the context of Malaysian public sector e-payments by integrating blockchain functionalities such as smart contracts and decentralized communication into a validated framework tailored to IOC needs. It advances both theoretical understanding and practical design for improving digital governance in high-volume public agencies.
Keywords
- Blockchain Technology Search this journal for Blockchain Technology (opens in a new tab)
- Inter-organizational Collaboration Search this journal for Inter-organizational Collaboration (opens in a new tab)
- E-payment Search this journal for E-payment (opens in a new tab)
- Malaysian Public Sector Search this journal for Malaysian Public Sector (opens in a new tab)
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Keywords
- Blockchain Technology Search this journal for Blockchain Technology (opens in a new tab)
- Inter-organizational Collaboration Search this journal for Inter-organizational Collaboration (opens in a new tab)
- E-payment Search this journal for E-payment (opens in a new tab)
- Malaysian Public Sector Search this journal for Malaysian Public Sector (opens in a new tab)
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Vol. 17 No. 3(I)S (2025)
Digital Leadership, AI-Assisted Learning & Inclusive Workforce
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