A Thematic Review of Digital Technology Suitability in Improving Inter-Organisational Collaboration Workflows in the Malaysian Public Sector E-Payment Systems
DOI:
https://doi.org/10.53840/jmm.v15i2.254Keywords:
Inter-organisational Collaboration Workflow, Electronic Payment Systems, Emerging Technologies, Public Sector, Thematic ReviewAbstract
In Malaysia, the adoption of electronic payment systems within public sector agencies has expanded rapidly, reflecting the government’s commitment to a cashless and digitally integrated financial ecosystem. Despite this progress, post-collection operations such as fund reconciliation, settlement, and accounting record integration continue to face challenges arising from fragmented workflows, manual verification, and limited coordination among government agencies, acquiring banks, and accounting offices. This study examines the suitability of emerging digital technologies, namely Robotic Process Automation, Artificial Intelligence, Cloud Computing, and Blockchain Technology, in enhancing inter-organisational collaboration workflows within Malaysia’s public sector electronic payment systems. Guided by the inter-organisational collaboration framework, which emphasises collaboration, trust, control, and information exchange, a thematic review of 66 scholarly articles published between 2019 and 2025 was conducted. The findings indicate that although Artificial Intelligence and Robotic Process Automation improve operational efficiency and decision making, their adoption is constrained by socio-technical and integration challenges. Cloud Computing promotes interoperability and shared data environments yet raises issues concerning vendor dependency and data sovereignty. Blockchain Technology, however, provides the most resilient inter-organisational workflow through its decentralised and transparent structure that reduces reconciliation delays, strengthens service level compliance, and improves communication among agencies. The study advances conceptual understanding and offers practical insights for policymakers pursuing accountable and interoperable digital ecosystems in Malaysia.
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