0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conformanc

e

Number of Non-

Conformance

% of Non Conformanc

e

1.

To provide advisory/ guidance/ consultation services by achieving at least scale 5 (satisfactory) level in the service delivery effectiveness assessment

2 100 0 0 2

2.

Preparing management studies as follows:

i. Conduct Research within three (3) months from the date of approval of the proposed research; and

ii. Action Research within six (6) months from the date of approval of the study proposal

3. Inspectorate visit findings submit to the agency within 14 working days from the date of approval of the Management / Senior Management

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard

of Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforma

nce

Number of Non-

Conformance

% of Non Conforman

ce

4.

Informing Star Rating evaluation results via Portal MAMPU within three (3) working days after obtaining approval from the Public Service Meeting (MPA) / other equivalent Forum / official announcement of judgment

5.

Submit preliminary certification status of the Public Sector Conducive Ecosystem (EKSA) through e-mail to the agency within three (3) working days after the session auditing Exit Conference was implemented

6. To ensure the availability of network services at

the level of at least 99.5%

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard

of Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforma

nce

Number of Non-

Conformance

% of Non Conforman

ce

7.

To provide Electronic Government smart cards within seven (7) working days from accessing of an authorized personnel (AP) at GPKI portal.

8.

To provide prior consultation services upon receiving ICT security incident complaint:

i. To response on complaints received

during working hours within one (1) hour;

ii. To response on complaints received after working hours the following working day

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard

of Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforma

nce

Number of Non-

Conformance

% of Non Conforman

ce

9

Service Desk Availability - 80% telephone calls answered within 10 seconds.

10.

To submit decision papers on ICT project technical approval application Public Sector Technical Committee to the respective agencies within one (1) month upon the receipt of the completed application

11.

To ensure at least 99.9% availability of myGovernment Service Portal

12.

To achieve at least 95% customer satisfaction in promotion through exhibitions

1 99.39% - - 1

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard

of Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforma

nce

Number of Non-

Conformance

% of Non Conforman

ce

13. To submit minutes of key meetings for approval within three (3) working days after the date of the meeting.

22 100% - - 22

14.

To resolve complaints related to MAMPU and 1MOCC within three (3) working days from the date of complaint, unless the complaint requires further investigation to be completed within 10 days.

6 100% 0 0% 6

15.

reached the level of externally customer satisfaction to : i) To achieve at least 95% satisfaction

on MAMPU service delivery ii) To achieve at least 80% satisfaction

on 1MOCC service delivery

Akan

dihebahkan

pada Jan

2017

Akan

dihebahk

an pada

Jan 2017

Akan

dihebahka

n pada Jan

2017

Akan

dihebahka

n pada Jan

2017

Akan

dihebahkan

pada Jan

2017

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

16. Ensure Incoming Calls in 1MOCC 90%

answered within 20 seconds(service level).

94,034

(Total

Answered

Call within

20s)

99.31%

(Ogos

2016)

SL= (Total

Answered

Call within

20s) /

[(Total

Offered

Call –

Total Short

Abandon

(less than

5s)]x100

iaitu

[94,034/(9

4,719-

29)]x100

656

[Total

answered

Call – Total

Answered

Calls within

20secs +

Total

Abandon

Call (more

than 5s)

iaitu

(94,557-

94,034)+13

3

0.69%

[Jumlah

tidak

menepati

standard/t

otal

offered

call)x100,

iaitu

[(426/94,71

9]x100

94,719

(Total Offered

Call)

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

17.

Policy of Management Transformation Public Sector Delivery Service : i) Not exceeding one (1) month for specific policies across-agencies to begin on the date of approval until the date of elementary approval of the elementary concept ii) Not exceeding six (6) months for non-specific policies across-agencies to begin on the date of approval until the date of elementary approval of elementary concept

18. Provides the report from Integrity Unit in every four (4) months

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

19. Conduct the Committee of Integrity and

Governance Meeting (JITU) MAMPU

within three (3) times a year

20. Provide Consulting Services to meet the

needs of the agency in the field of service

delivery transformation.

21

To ensure feedback acceptance of the ICT

Consultancy Services application is

conducted within three (3) working days

from the date of the documents received

from ICT Consulting Division

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

22.

To ensure feedback of the customers satisfaction obtained at least an average score of 5 (satisfy) in the scale of 1 to 7 for the assessment of the effectiveness delivery in ICT Consultancy

23.

To disseminate the results of the study for

the purpose of sharing within 14 working

days after the report was approved for

publicized

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard

of Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforma

nce

Number of Non-

Conformance

% of Non Conforman

ce

24.

Reporting Status Achievement for the

Online Services Government within

one (1) month quarterly

25.

Publish open data sets to the Open

Data Portal within seven (7) working

days after receiving the data from

providers

26.

To ensure the payment of bills or

claims are processed and completed

within 14 days from the date of

submission on the complete

documents

0

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

27

To complete the acquisition date of

the advertisement until Letter of

Acceptance (LOA) issued to

companies / suppliers successfully:

Tender - 11 weeks;

Quotations - 6 weeks

28

Each mobile applications received will

be reviewed and tested within two (2)

working days from the date of

received complete documents before

it was uploaded to Google Play

Market, App Store and Windows

Store

No. Pledge

Conformance to Time Frame/ Standard of

Client's Charter

Non-Conformance to Time Frame/ Standard of

Client's Charter Number of Services/ Activities Number of

Conformance

% of Conforman

ce

Number of Non-

Conformance

% of Non Conforman

ce

29

Coordinate the formulation of ICT

policies within six (6) months from the

receiving date of the draft policy

(covers acts, policies, standards,

guidelines, circulars and directives

Public Sector ICT) that have been

enacted by the owner of the micro

base until obtained consideration and

approval from Policy Advocacy

Committee and existing circular