tqm - national registration department (nrd)
TRANSCRIPT
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National Registration Department (NRD)
Subject: Introduction to Public Sector Quality Management (ADS 465)
Prepared for: Madam Nurliyana Mohd Shazali
Group: BA 2D
Presented by:
Name
1. Amirah Izzati binti Azmi2. Nor Syazwana binti Md Radzi3. Nurhazlin binti Hussein4. Siti Nuralieya Syahira binti Zahari5. Sofea binti Saruwan
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NRD’s logo
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CONTENTS1. INTRODUCTION AND BACKGROUND OF
NATIONAL REGISTRATION DEPARTMENT2. BACKGROUND OF MYKAD3. CLIENT CHARTER4. ANALYSIS OF THE IMPLEMENTATION OF THE
CLIENT CHARTER5. CHALLENGES IN IMPLEMENTING CLIENT
CHARTER6. RECOMMENDATIONS TO OVERCOME
CHALLENGES FACED BY THE DEPARTMENT7. CONCLUSION
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1. INTRODUCTION AND BACKGROUND OF NATIONAL REGISTRATION DEPARTMENT
The first identity cards for the Federation of Malaya were issued 3 years after our country reached its Independence Day in 1957, on 2 August 1960.
Matters related to birth, death, adoption, citizenship, and marriages were first originated under the state of governments until federal law was drafted to provide registration service to the public.
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• To be the ground breaker in recording management of the population for welfare and security. Vision
• Guarantee certified personal identification records by providing the best services to the public for national security as well as be the leading reference agency on national population record.
Mission
• To gather, incorporate, and register vital personal information of the public.
• Issuing registration certificates • Preserve permanent registers.• Legislate registration acts, ordinances, and
regulations as enacted by the Parliament.
Objectives
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ORGANISATIONAL CHART OF NATIONAL REGISTRATION
DEPARTMENT
Director General (Jusa B)
Dato’ Sri Sulaiman Bin Haji Keling
Deputy Director of Operation (Jusa C)
Mohd Yazid Bin Ramli
Deputy Chairman of the Management Board (Jusa C)
Dato Seri Elena Chiang Abdullah
Deputy Director of Special ICT C
Director of Investigation & Enforcement PTD M54
Mohamad Yusri Bin Hashim
Director of Policy Coordination & Monitoring
PTD M52
Datin Ida Murni Binti Muhammad
Public Relation Officer S 44
Fara Maya Binti Ahmad Jelani
Legal Officer L 41
Irwan Shah Bin Abdul Samat
Director of Marriage and Divorce PTD M52
Lim Hooi Ling
Director of Human Resources & Management
Services PTD M52
Billy Anak Valentine Jihir
Director of Citizenship PTD M52 (Acting)
Mohamad Shukri Bin Nawi
Director of Identity Card PID M54
Zahrollail Bin Zainal
Integrity Unit Director PTD M52
Abdul Rashid Bin Hamzah
Director of Finance & Development PTD M52
Badrul Hisham Bin Alias
Director of Births, Deaths & Adoption PTD M54
Mohd Azmin’ Bin Hassan
Director of Smart card Government
Diversification F54
Nor’ Aini Binti Ab. Ghani
Deputy Director of
Information & Communication
Technology Management F52
Muhaini Binti Yahya Director of Records Management PTD M52
Abdullah Suki Bin Jaafar
Director of Training PTD M52
Olivia Binti Ogor
Figure 1.1 Organizational Chart of National Registration Department
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2. BACKGROUND OF MYKAD
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September 2001, the official multipurpose smart identification card for all Malaysians was introduced by the Malaysian government.
Named as “MyKad”, this smart card integrates in a card equipped with multiple applications and sets of personal information about the holder of the card
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Functions of
“MyKad”
Identity card for all Malaysians
Driving license
Passport
Public key infrastructu
reTransit card (Touch ‘n
Go)
Health document
e-Cash
ATM Card
Frequent Traveller
Card (FTC)
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3. CLIENT CHARTER
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A written commitment made by government department or agency in the deliverance of its outputs or services to their customers
Objective: Assist the government departments or institution
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Characteristics of Client Charter:-
ClarityFacilitates dissemination
CredibilityPracticality
SpecificContinous improvement
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IMPLEMENTATION OF NATIONAL REGISTRATION DEPARTMENT’S CLIENT CHARTER
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4. ANALYSIS OF THE IMPLEMENTATION OF THE CLIENT CHARTER
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Achievement The achievement of National
Registration Department (NRD) in Putrajaya can be seen throughout the three years of latest implementation of the Client’s Charter Division of Identity Card Division
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2014
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Analysis of Achievement
Duration Number of card printed
> 24 hours One
< 24 hours 100%
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2015
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Analysis of Achievement
Duration Number of card printed
> 24 hours -
< 24 hours All applications had been successfully printed within 24 hours
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2016
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Analysis of Achievement
Duration Number of card printed
> 24 hours -
< 24 hours All applications had been successfully printed within 24 hours
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Outcome
Enables the customer to determine specifically
the expected quality from the National Registration Department Acts as the
benchmark for the
organization to measure
their performance
of the services
provided in order to
satisfy the customers
Customers will be aware of the quality standards of
National Registration Department
(NRD).
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EVALUATION
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The service of National Registration Department in finishing the printed identity card has improved over time
During the survey on service of the identity card division in Putrajaya, there are estimated 100 people who are waiting to be served
Even though the waiting time is more than an hour but the identity cards will be ready in average of 10 to 15 minutes
This clearly shows that the officers are really keep their promise as well written in the client’s charter of identity card division.
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5. CHALLENGES IN IMPLEMENTING CLIENT CHARTER
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The power failure at the National Registration Department
Inadequate number of experienced and skilled staff
Inadequate number of counter open for customers
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6. RECOMMENDATIONS TO OVERCOME CHALLENGES FACED
BY THE DEPARTMENT
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- Key Performance Index (KPI)
- Send workers to training skill
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7. CONCLUSION
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Department plays important roles to Malaysian citizens in producing identification card, also known as “MyKad”
This is why they made promises through their client charter, aimed to give the best services and satisfaction to customers. Consequently, the client charter made have been successfully achieved.
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Q&A ??