In achieving Vision 2020, Malaysia has undergone various phases of new public management and investment into the country. Malaysia adopts many programs or projects from other country to make sure that service delivery in Malaysia more efficient and effective. One of the projects is the implementation or existence of Urban Transformation Centre (UTC). The researcher has short listed six (6) key attributes based on a literature review that may influence the impact of UTC on citizen and these factors are; Accessibility, Time, Facilities and Staff. Promotion as the moderator variable of this research to see how the promotion can give effect in this research. There are three (3) key research objectives constructed to measure the impact of UTC on citizen, identifying the relationship between accessibility, time, facilities and staff towards the impact of UTC on the citizen, and at the same time investigating the role of promotion in influencing towards the impact of UTC on citizens. According to the literature review conducted, a conceptual framework has been constructed to illustrate the link between variables. A set of questionnaire was distributed to 384 individual respondents that going to the UTC and using the services there to represent the population for this study. This study utilized Likert-scale questions to answer both independent and dependent variables. The data collected were tested of its goodness of data via a series of tests and being analyzed using Statistical Package for the Social Sciences (SPSS). Analyses carried out revealed that, the impact of UTC on citizens is high and the relationship between accessibility, time, facilities and staff is a high relationship towards the impact of UTC. Moreover, there was significant value of promotion towards the impact of UTC on citizens. Last but not least, the researcher believes that the findings and recommendations can contribute in the research area.
