Human Element in the Delivery of Facilities Management Services Within Smart Cities Features in Malaysia

The vast majority of developing countries’ urban areas must provide facilities management services crucial to the community experience. Recent studies in major cities have discovered a massive gap between the expectations and satisfaction of the community regarding the quality of service delivery. Therefore, it is claimed that Smart Cities is a way forward in urban facilities management to change the living environment positively. Innovative technologies within smart city arrangements could boost community comfort, enhance service or community experience, and advocate a more sophisticated living style. However, the issue of integration roles and responsibilities of the city council becomes a major predicament as the department within the city council, exertion in a silo. This paper investigates the human element in managing urban facilities to cater to community demand within a bright city environment. The paper postulated the reality of smart city features as a solution in providing quality facilities management services within an urban setting. The research employs a qualitative design, using interviews and speech analysis with industry experts in facilities management and smart city development. The data was analysed using content and thematic analysis. The findings determined a significant component of human involvement and its importance within the smart city development framework. It discovered that the success of AFM strategies is closely tied to human attitudes and behaviours.