Public service delivery is becoming increasingly complex due to technological and cultural changes, demographic changes and the increasingly rapid movement of money, goods and people . Increasing affluence and exposure to global services has led to more sophisticated demand and rapidly rising expectations from the public, further exacerbating challenges in providing public services. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay An important part of addressing these challenges requires adapting to new service delivery models that are better suited to today's technologies, regulations, and citizen-centricity. Part of the problem is that, despite the best of intentions, many governments continue to design and deliver services based on their own needs and processes rather than the needs of the people they serve. This will require the public sector to be leaner, more facilitative, more efficient, more productive, more skilled, more open, more innovative and less bureaucratic, in order to deliver better outcomes for the public and Malaysia. This article illustrates one of the success of citizen-centered service delivery has produced positive outcomes for both citizens and government. Seeking the benefits of electronic tax systems and reflecting the government's vision of more citizen-centric service delivery through leveraging online technology, the Inland Revenue Board (IRB) of Malaysia launched its electronic tax system in 2004. The IRB aimed to increase revenue collection by improving taxpayer services towards more citizen-centered service delivery. The goal was to reduce time and costs and allow taxpayers to more easily fulfill their tax obligations. With the e-filing system, taxpayers can fill out forms and provide the necessary payment details online instead of mailing them or taking them to a tax office. . For each tax return or payment, taxpayers must log in, select and complete the appropriate forms, sign them and transmit them digitally. A confirmation is received immediately. The e-filing system automatically calculates the necessary payment details. It also limits the deductions taxpayers are entitled to based on the deduction rules, allowing taxpayers to avoid mistakes that could result in penalties. Additionally, pre-populated online tax returns have been available since 2006, starting with the taxpayer's basic information and later expanding to include their income. and reliefs. Additionally, the IRB introduced automatic reimbursements. Due to the large number of refund cases and to expedite refunds, refunds were credited directly to taxpayer accounts through electronic funds transfers, thus reducing the number of uncollected checks. Malaysia's efforts are yielding results. Between 2006 and 2011 the percentage of individuals and companies making electronic declarations increased from 5% to 34%. Over the same period, tax collection increased from 14.5% of GDP to 15.3%. Further analysis would be needed to fully understand the link between e-filing and revenue. The IRB's ongoing efforts to improve its electronic tax system have reduced the administrative burden of complying with corporate tax obligations, as measured by Doing Business. In 2006, it took 24 hours less to file taxes than in 2005. Businesses filed their paperwork electronically, reducing.