According to William and David (2010), bureaucracy agents or civil servant is responsible to carry out the policies and regulation that has been decided by the government. The bureaucracy involves a large of amount of activities such as monitoring the behaviour of the person and the organizations to purchase all requirement or the needs of the government as well as the people, security, rules and regulation, education and more. Basically, the policies and the regulation existed in the organization will act as a tool to meet the government’s objective and the bureaucrats are allowed to transform those policies into specific programs. For example, according to Majlis Perbandaran Ampang Jaya (MPAJ, 2013), the city council is allowed to regulate by laws under the jurisdiction of local authorities. MPAJ is allowed to make, amend or revoke the by-laws based on the interest items to the administration of the local authorities. From that, MPAJ is given the ultimate authority in identifying the rates of tax and fees in accordance with the Local Government Act.
According to Shawn (2003), as an agent of a bureaucrat, it is important to have a sufficient knowledge in terms of many matters regarding ideology of change, evaluation, conceptual and more. Due to that, it is important for the bureaucrats to be fully understood of the meaning of the goals and objectives of the rules or the policy, exactly right from the objectives of the policies and the policy makers. For example, “Dasar Pandang Ke Timur” or also known as “Look East Policy” where the policy is introduced by the former Prime Minister of Malaysia, Tun Dr Mahathir. According to Yulpisman and Fadzil Zainol (2014), this policy is specifically focused on the advancement of a high culture and work ethics among the civil servant, bureaucrats and local workers. With that, the bureaucracy needs to understand that the objective of this policy is to promote an excellent work culture and help to increase the economy of the country. Besides that, this policy is not only to improve the economy of the country but this policy exist to help to promote the country’s image in the eyes of the world and to become part of the most developed country in the world.
According to Amy (2015), the bureaucrats are responsible to create various government programmes or activities which the regulation of this rules are created to measure the success of implementation of the laws created. The people tend to ignore the law especially by-law that was implemented for the sake of them. The bureaucracy has to create the programmes or activities in order to change the mind-set of Malaysian to comply with the law in order for the new generation to follow the similar moral value. For example, according to Harakah Daily (2013), Majlis Perbandaran Ampang Jaya (MPAJ) has created the new by-law which is anyone who had thrown rubbish everywhere such as side-road, parks or another will be fined to RM2000 or one year jailed or both. By having this policy, it could help to educate the people to take care of hygiene seriously and keep the image of the country as moderate as possible. Also, other action is taken because some of the people have failed to pay the tax imposed by the MPAJ where the tax could be used to improve the facilities in the district.
Other than that, according to Jaytilak (2011), bureaucrats are required to translate the rules and regulation or policies as well as programmes that have been regulated by the government. This is because not all of the people in the state will understand the policies that the government wanted to implement. For instance, government of Malaysia has announced about the implementation of Goods and Services Tax (GST) policy in 2015 where this policy is one of the method for Malaysia to be a develop country in the year of 2020. According to Melissa Chi (2014), 100 protesters had gathered around and demonstrating at the Parliament to shows protest over the implementation of GST. This means the bureaucrats or civil servants who are responsible to carry out the policy that determine by the government need to play their roles to explain the policy to people who do not understand about the policy. If the bureaucrats do not understand the policies, they cannot translate the policies and there will be a dispute among the people in the state because they will think that the policy will burden them even more similarly happen to the upcoming implementation of GST.