<![CDATA[The management of urban toll highways reflects the quality of public service governance, political legitimacy and social justice. Private highways as strategic toll road infrastructure in Malaysia play an important role in supporting public mobility and urban economic activities. This community service initiative aims to strengthen public service governance within the private highway operational system by enhancing policy literacy, encouraging public participation and developing a multi-stakeholder partnership model. The programme involved 20 participants, including 5 road users and community members and 20 representatives from highway operators, private developers and regulatory institutions, through awareness-raising and training activities. The implementation also incorporated information technology through an automatic balance advance system that provides temporary credit support for cashless toll payments, enabling users to maintain access to toll services when their account balance is insufficient. Field interviews and evaluations indicate that private highway governance relies on coordination between private developers, regulators, and the Ministry of Public Works. Post-programme evaluation showed an 80% improvement in participants' understanding of public service policies, rights and obligations compared with their pre-programme understanding. The engagement activities also strengthened awareness of stakeholder roles and responsibilities and informed the development of a partnership model linking government, the private sector, and the community. Political legitimacy and public trust were further supported through free facilities, including motorcycle access and rest areas, the implementation of cashless payment systems with automatic balance advance support, and compliance with Minimum Service Standards. Overall, the initiative demonstrates that strengthening policy literacy, stakeholder participation and technology-enabled public services can contribute to more responsive public service governance and foster a symbiotic partnership among government, private sector and community stakeholders in Malaysia's private highway system.]]>
