Evaluating Unified Communication and Collaboration Acceptance: A Case Study of Malaysian Public Sector

Since the converging of innovations, technological advancement allows for the seamless integration of data, audio, and video communication. Today’s speedier communication technology makes real-time communication and collaboration sessions possible. However, in the public sector, utilization is not as intended, which increases the danger of violating laws and causing compliance, data privacy, and security problems. A quantitative approach is used throughout this research to assess the acceptance of unified communication and collaboration (UC&C) solutions among Malaysian government organizations, their existing condition, challenges, and space for their growth. This study utilized the well-established Unified Theory of Acceptance and Use of Technology (UTAUT) model. The questionnaire was distributed online to Malaysian federal and state government ministries, agencies, and lecturers of Universiti Teknologi MARA (UiTM). The partial least squares structural equation modeling (PLS-SEM) approach was used to evaluate the figures, which were gathered from 160 participants, applying the IBM SPSS Amos edition 26 program. The studies found that performance expectancy, effort expectancy, facilitating condition, and trust are important elements influencing UC&C service acceptance by others. The results will serve as a trustworthy guide to enhance the Change Management strategy, which may be disseminated to a government agency responsible for the national implementation of communication and collaboration within the Malaysian government, as well as potentially to various government organizations worldwide.