Page 1 Page 1

Page 2 Page 2

Page 3 Page 3

Page 4 Page 4

Page 5 Page 5LAMPIRAN 1 APPENDIX 1 MAMPU MAMPU Jabatan Perdana Menteri Prime Minister GARIS PANDUAN PERMOHONAN APPLICATION GUIDELINES ANUGERAH KUALITI PERDANA MENTERI PRIME MINISTER'S AWARD FOR QUALITY TAHUN 2009 YEAR 2009

Page 6 Page 62 2 KANDUNGAN CONTENT PERKARA SUBJECT MUKA SURAT PAGE A. A. Tujuan Garis Panduan The purpose of the Guidelines 3 3 B. B. Anugerah Kualiti Perdana Menteri Prime Minister's Quality Award I. I. Pengenalan Introduction 4 4 II. II. Objektif Anugerah Kualiti Perdana Menteri The objective of the Prime Minister's Quality Award 4 4 IIII. IIII. Bentuk Hadiah Prize form 5 5 IV. IV. Syarat Kelayakan Permohonan Applicant Eligibility Criteria 5 5 V. V. Proses Penilaian Evaluation process 6 6 VI. VI. Tatacara Permohonan Application Procedures 9 9 C. C.

Borang Permohonan Application Form 10 10 D. D. Kriteria Penilaian Anugerah Kualiti Perdana Menteri Evaluation criteria Prime Minister's Quality Award 11 11

Page 7 Page 73 3 A. A. TUJUAN GARIS PANDUAN PURPOSE OF GUIDELINES Garis Panduan ini bertujuan untuk membantu agensi ektor Guidelines aim to help agencies ektor awam membuat permohonan untuk menyertai Anugerah public apply to join the Award Kualiti Quality Perdana Prime Menteri Minister (AKPM). (AKPM). Panduan User ini This menggariskan syarat kelayakan permohonan, format outlines the application requirements, format laporan permohonan, proses dan kriteria-kriteria penilaian reporting application, process and evaluation criteria AKPM. AKPM.

Page 8 Page 84 4 B. B. ANUGERAH KUALITI PERDANA MENTERI PRIME MINISTER'S AWARD FOR QUALITY I. I. PENGENALAN INTRODUCTION 1. 1. Anugerah Kualiti Perdana Menteri (AKPM) merupakan pengiktirafan Prime Minister Quality Award (AKPM) is a recognition tertinggi Kerajaan kepada agensi-agensi sektor awam yang telah berjaya highest government to public sector agencies that have successfully menonjolkan kecemerlangan menyeluruh dalam pengurusan organisasi masing- highlight excellence in the comprehensive management of their organization masing serta mampu menyampaikan perkhidmatan yang berkualiti kepada respectively and able to deliver quality services pelanggan. customers. Seiring dengan usaha-usaha untuk mentransformasi perkhidmatan Along with efforts to transform services awam ke peringkat world class , pengiktirafan melalui AKPM adalah mekanisme public to the world class level, recognition is a mechanism through AKPM

terbaik untuk mengiktiraf agensi-agensi sektor awam yang telah mempamerkan best to recognize agencies that have been presenting the public sector prestasi yang cemerlang dan boleh menjadi penanda aras kepada agensi-agensi excellent performance and can be a benchmark for agencies sektor awam yang lain. other public sectors. 2. 2. Terdapat empat (4) pemenang anugerah di bawah AKPM iaitu: There are four (4) under the award-winning AKPM namely: a. a. tempat pertama akan memenangi Anugerah Kualiti Perdana Menteri first place will win the Prime Minister's Quality Award (AKPM); (AKPM); b. b. tempat kedua akan memenangi Anugerah Kualiti Ketua Setiausaha second place will win the Chief Secretary Quality Award Negara (AKKSN); Country (AKKSN); c. c. tempat ketiga akan memenangi Anugerah Kualiti Ketua Pengarah third place will win the Director's Quality Award Perkhidmatan Awam (AKKPPA); dan Public Service (AKKPPA); and d. d. tempat keempat akan memenangi Anugerah Kualiti Ketua Pengarah fourth place will win the Director's Quality Award MAMPU (AKKP MAMPU). MAMPU (AKKP MAMPU). II. II. OBJEKTIF AKPM OBJECTIVE AKPM 3. 3. Anugerah AKPM diwujudkan untuk: AKPM Award established to: a. a. Menggalak dan meningkatkan kesedaran tentang kepentingan Promote and raise awareness about the importance of mewujudkan agensi sektor awam yang berteraskan budaya create public sector agencies that is based on culture berprestasi tinggi; high performance; b. b. Memberi pengiktirafan secara formal kepada agensi-agensi Give formal recognition to agencies sektor awam yang telah menunjukkan prestasi yang cemerlang public sector which has shown excellent performance dalam semua aspek pengurusan dan telah mencapai tahap in all aspects of management and has reached the level of kepimpinan yang unggul; excellent leadership; c. c. Memberi publisiti tentang strategi-strategi pengurusan yang Provide publicity about management strategies that cemerlang; excellent; d. d.

Menggalakkan persaingan sihat antara agensi-agensi sektor Encourage healthy competition between agencies sector awam ke arah memperbaiki lagi amalan pengurusan; dan public to further improve management practices and e. e. Memberi manfaat kepada agensi untuk menilai tahap Benefit agencies to assess the level of kecemerlangan excellence agensi agencies masing-masing respectively serta and mengetahui know kekuatan, kelemahan dan cadangan pembaikan masing-masing strengths, weaknesses and proposed improvements respectively bagi meningkatkan sistem penyampaian perkhidmatan. to enhance service delivery system.

Page 9 Page 95 5 III. III. BENTUK HADIAH KIND GIFTS 4. 4. Pemenang-pemenang anugerah di bawah AKPM akan menerima Award winners will receive under AKPM hadiah dan keistimewaan seperti berikut: gifts and privileges as follows: IV. IV. SYARAT KELAYAKAN PERMOHONAN APPLICATION OF CRITERIA 5. 5. Syarat kelayakan bagi memohon menyertai AKPM adalah seperti berikut: Eligibility to apply to participate AKPM are as follows: a. a. Semua Kementerian, Jabatan dan Agensi di peringkat Persekutuan, All Ministries, Departments and Agencies at the Federal level, Negeri dan Daerah serta Badan-badan Berkanun Persekutuan atau State and Local Government and statutory bodies or the Federal Negeri yang telah dinilai oleh Pasukan Penilai Sistem Star Rating (SSR) States that have been evaluated by the Assessment Team Star Rating System (SSR) dan mendapat penarafan 5 Bintang adalah layak untuk menyertai and get 5 Star rating is eligible to participate anugerah ini dan seterusnya disenarai pendek secara automatik ; this award and subsequently short-listed automatically; b. b. Semua Kementerian, Jabatan dan Agensi di peringkat Persekutuan, All Ministries, Departments and Agencies at the Federal level, Negeri dan Daerah serta Badan-badan Berkanun Persekutuan atau State and Local Government and statutory bodies or the Federal Negeri yang belum mendapat penarafan SSR tetapi berminat State of the SSR, but ratings have not been interested

menyertai anugerah ini participate in this award boleh membuat permohonan. may apply. Kementerian, Ministry, Jabatan atau Agensi tersebut akan dinilai oleh Pasukan Penilai SSR Department or Agency will be assessed by the Assessment Team SSR sebelum layak dipertimbangkan untuk disenarai pendek; before being considered eligible for short-listed; Bil Billing Anugerah Awards Hadiah Prizes i. i. AKPM AKPM i. i. ii. ii. iii. iii. iv. iv. Wang tunai sebanyak RM50,000.00; Cash of RM50, 000.00; Piala iringan; Cup quater; Sijil penghargaan; dan Certificate of appreciation and Dibenarkan untuk tiga (3) tahun berturut-turut Allowed for three (3) consecutive years menggunakan simbol Q dan mencetak kenyataan use the symbol Q and print statements “Pemenang Anugerah Kualiti Perdana Menteri "Prime Minister's Quality Award winners Tahun ………..” di bahagian kepala atau kaki Year ... ... ... .. "at the head or foot muka surat yang digunakan. pages used. ii. ii. AKKSN AKKSN i. i. ii. ii. iii. iii. Wang tunai RM30,000.00; Cash of RM30, 000.00; Piala iringan; dan Cup quater and Sijil penghargaan. Certificate of appreciation. iii. iii. AKKPPA AKKPPA i. i. ii. ii. iii. iii. Wang tunai RM25,000.00; Cash RM25, 000.00; Piala iringan; dan Cup quater and Sijil penghargaan. Certificate of appreciation. iv. iv. AKKP AKKP MAMPU MAMPU i. i. ii. ii. iii. iii. Wang tunai RM20,000.00; Cash of RM20, 000.00;

Piala iringan; dan Cup quater and Sijil penghargaan. Certificate of appreciation.

Page 10 Page 106 6 c. c. Bahagian, seksyen atau unit di bawah Kementerian, Jabatan, Agensi Parts, sections or units under the Ministries, Departments, Agencies serta Badan Berkanun Persekutuan dan Negeri tidak layak menyertai and Federal Statutory Bodies and State are not eligible to participate anugerah ini secara berasingan; This award separately; d. d. Agensi yang ingin menyertai anugerah ini hendaklah mempunyai Agencies that wish to participate in this award shall have bilangan anggota melebihi 100 orang ; number of members exceeds 100 people; e. e. Permohonan untuk menyertai anugerah ini perlu ditandatangani oleh Application to join this award must be signed by Ketua Agensi melalui borang permohonan yang ditetapkan seperti di Head of the Agency through the prescribed application form as muka surat 10; page 10; f. f. Permohonan daripada agensi yang pernah memenangi tempat Applications from agencies who have won places pertama (AKPM) dalam tempoh tiga tahun yang lepas tidak akan first (AKPM) within three years will not be dipertimbangkan bagi tempoh tiga tahun mulai tarikh menerima considered for a period of three years from the date of receiving AKPM; dan AKPM; and g. g. Borang permohonan AKPM hendaklah dikemukakan kepada urus setia AKPM application form must be submitted to the secretariat AKPM selewat-lewatnya pada 8 Mei 2009 . AKPM later than May 8, 2009. V. V. PROSES PENILAIAN EVALUATION PROCESS 6. 6. Permohonan AKPM akan melalui proses penilaian seperti berikut: Application AKPM be appraised as follows: a. a. Tapisan awal oleh pihak urus setia bagi memastikan agensi Filtering by the initial secretariat to ensure that agencies memenuhi syarat-syarat kelayakan yang telah ditetapkan; meet the requirements set; b. b. Penilaian peringkat pertama : Panel Tapisan MAMPU akan The first stage of evaluation: panel filter will MAMPU

menilai dan menyemak laporan penyertaan dari agensi sektor participation rate and review a report from the agency sector awam ; public; c. c. Penilaian peringkat kedua : Pasukan SSR akan membuat The second rating: SSR team will make lawatan penilaian ke agensi sektor awam yang melepasi penilaian assessment visits to public sector agencies who passed assessment pertama. first. Pasukan ini akan membuat semakan dokumen, This team will make the revised document, pemerhatian dan temubual dengan warga serta pelanggan di observation and interviews with citizens and customers in agensi agencies berkenaan respect untuk for menentukan determine penarafan rating agensi agencies berkenaan; respect; d. d. Pemilihan calon senarai pendek berdasarkan penilaian yang Selection of short list candidates based on assessment dilaksanakan oleh Pasukan SSR; implemented by the Team SSR; e. e. Rujukan kepada Suruhanjaya Pencegahan Rasuah Malaysia bagi Reference to the Commission for the Prevention of Corruption Malaysia kes rasuah, Jabatan Perkhidmatan Awam bagi kes tatatertib dan corruption, Public Service Department for disciplinary cases and disiplin, Biro Pengaduan Awam bagi kes aduan awam dan Jabatan discipline, Public Complaints Bureau for cases of public complaints and the Department Audit Negara bagi kes pengurusan kewangan; Auditor for financial case management;

Page 11 Page 117 7 f. f. Penilaian peringkat ketiga (senarai pendek): Penilaian di Rating third (short list): Evaluation in peringkat ini melibatkan agensi yang disenarai pendek untuk dinilai This stage involves the short-listed agencies to be assessed oleh Panel Penilai AKPM yang dilantik khas oleh Ketua Pengarah by AKPM Assessment Panel appointed by the Director General special MAMPU seperti berikut: MAMPU as follows: i. i. Agensi sektor awam yang telahpun mendapat penarafan lima Public sector agencies that have received ratings of five (5) bintang di bawah urusan penilaian SSR ke atas (5) star rating in the affairs of the SSR

Kementerian serta Agensi Pusat dan Jabatan Persekutuan Ministry and Central Agencies and Federal Departments pada tahun 2008; dan in 2008; ii. ii. Agensi yang berjaya melepasi penilaian peringkat kedua Agencies that successfully passed the evaluation stage of the second seperti yang dinyatakan di perenggan (ii) di atas. as stated in paragraph (ii) above. g. g. Penilaian ketiga ke atas agensi senarai pendek oleh Panel Third assessment of the short list of agencies by Panel Penilai AKPM yang dilantik oleh Ketua Pengarah MAMPU. AKPM assessors appointed by the Director General of MAMPU. Penilaian dibuat melalui lawatan on-site ke agensi yang disenarai Evaluation is done through on-site visits to agencies listed pendek; short; h. p. Perakuan pemenang oleh Panel Penilai kepada Panel Certificate to the winner by the Panel Assessment Panel Pemantauan Penyampaian Perkhidmatan (Panel 3P) yang Monitoring Service Delivery (Panel 3P) that dipengerusikan oleh Ketua Setiausaha Negara; dan chaired by the Secretary of State and i. i. Keputusan muktamad pemenang AKPM oleh Panel 3P. Final decision by the Panel AKPM winner 3P. Proses Penilaian dan Pemilihan Pemenang AKPM adalah seperti di Rajah 1. Process Evaluation and Selection Winner AKPM is shown in Diagram 1.

Page 12 Page 128 8 Pemenang AKPM Winner AKPM Rujukan kes rasuah, tatatertib, audit kewangan dan aduan awam Reference cases of corruption, disciplinary, financial audits and public complaints Penilaian Kedua oleh Pasukan SSR Second evaluation by SSR Team Pemilihan Calon Senarai Pendek Selection of Candidates Short List Perakuan kepada Panel 3P Certificate to the Panel 3P Penilaian Ketiga oleh Panel Penilai AKPM Evaluation by the Third Assessment Panel AKPM Penilaian Pertama oleh Panel First Assessment by the Panel Tapisan MAMPU Filtering MAMPU Tapisan urus setia Filtering secretariat Agensi 5 bintang Agency 5 stars dalam SSR in SSR Rajah 1: Proses Penilaian dan Pemilihan Pemenang AKPM Figure 1: Process Evaluation and Selection of Winner AKPM Agensi yang Agencies memohon apply

Page 13 Page 139 9 VI. VI. TATACARA PERMOHONAN APPLICATION PROCEDURES 7. 7. Agensi yang hendak menyertai AKPM perlu menyempurnakan tindakan- Agencies that wish to participate should complete the action-AKPM tindakan berikut: the following actions: a. a. Melengkapkan borang permohonan menyertai AKPM seperti di Completing the application form to participate in such AKPM muka surat 10 dan ditandatangani oleh Ketua Agensi; page 10 and signed by the Agency; b. b. Menyediakan laporan penyertaan AKPM dengan menggunakan Prepare reports using participation AKPM font Arial dengan saiz 12 dan line spacing 1.5 . Arial font size 12 and line spacing 1.5. Laporan tersebut The report hendaklah mengandungi: shall contain: i. i. Ringkasan eksekutif iaitu ringkasan ciri-ciri kecemerlangan Executive summary of a summary of the characteristics of excellence agensi; dan agencies and ii. ii. Laporan penuh mengenai penerangan dan bukti ciri-ciri Full report on information and evidence characteristics kecemerlangan kepada setiap kriteria AKPM. excellence to each criteria AKPM. c. c. Mengemukakan dokumen-dokumen berikut kepada Urus setia Submit the following documents to the Secretariat AKPM: AKPM: i. i. Borang penyertaan AKPM 2009; Entry form AKPM 2009; ii. ii. Empat (4) salinan hardcopy laporan penyertaan; Four (4) copies of hardcopy reports participation; iii. iii. Satu (1) salinan softcopy laporan penyertaan; One (1) copy of the report softcopy participation; iv. iv. Empat (4) salinan Pelan Strategik agensi; dan Four (4) copies of the agency Strategic Plan and v. v. Empat (4) salinan Pelan Strategik Sumber Manusia agensi. Four (4) copies of the agency Human Resource Strategic Plan. d. d. Dokumen-dokumen tersebut hendaklah dihantar kepada : The documents should be sent to: Urus Setia Anugerah Kualiti Perdana Menteri Secretariat Prime Minister's Quality Award Unit Pemodenan Tadbiran dan Perancangan Administrative Modernization and Planning Unit

Pengurusan Malaysia (MAMPU) Management Malaysia (MAMPU) Aras 4, Blok B2 Level 4, Block B2 Kompleks Jabatan Perdana Menteri Prime Minister's Department Complex Pusat Pentadbiran Kerajaan Persekutuan Federal Government Administrative Center 62502 PUTRAJAYA. 62502 PUTRAJAYA. No. No. Telefon : 03-8888 1199 Phone: 03-8888 1199 No. No. Faks Fax : 03-8888 3565 : 03-8888 3565 e. e. Mengemukakan permohonan sebelum tarikh tutup permohonan; dan Submit an application before the closing date of application; and f. f. Mengemukakan Submit salinan copy kepada to Ketua Head Setiausaha Secretary Kementerian/Setiausaha Kerajaan Negeri untuk makluman. Ministry / State Secretary for information.

Page 14 Page 1410 10 C . C. BORANG PERMOHONAN APPLICATION FORM BORANG PERMOHONAN APPLICATION FORM ANUGERAH KUALITI PERDANA MENTERI PRIME MINISTER'S AWARD FOR QUALITY 1. 1. Maklumat Agensi Yang Memohon: Agencies seeking information: Nama : Name: Alamat: Address: Bil. Bill. Personel: Personnel: Alamat Laman Web: Website Address: 2. 2. Nama Pegawai Bertanggungjawab Untuk Dihubungi : Name of Officer Responsible Travel Packages: Nama: Name: Jawatan: Position: No Tel (Pej.): Tel No (Pej.): No. No. Tel (Bimbit): Tel (Mobile): E-mel: E-mail: 3. 3. Maklumat Ketua Agensi: Chief Information Agency: Nama: Name: Jawatan: Position: Tandatangan: Signature: Tarikh: Date:

Cop Rasmi Agensi: Stamp Agency:

Page 15 Page 1511 11 D. D. KRITERIA PENILAIAN AKPM EVALUATION CRITERIA AKPM KRITERIA A : PENGURUSAN CRITERIA A: MANAGEMENT (30 markah) (30 marks) Kriteria pengurusan mengukur aspek-aspek pengurusan yang Management criteria to measure aspects of the management wajib dilaksanakan oleh setiap agensi sektor awam bagi must be carried out by each agency for the public sector memastikan pengurusan sesebuah organisasi dilaksanakan ensure that a management organization implemented dengan cemerlang. with excellence. Bagi memenuhi kriteria ini, agensi perlu memberi penerangan mengenai To meet these criteria, agencies should provide information about perkara-perkara berikut: following: A1 A1 Pengurusan Organisasi Management Organization (7 markah) (7 points) Kriteria ini menilai mengenai pengurusan strategik, usaha-usaha These criteria evaluate the strategic management, efforts mengurangkan kerenah birokrasi, usaha-usaha ke arah pembudayaan reduce red tape, efforts towards acculturation kualiti, usaha ke arahh mewujudkan hubungan harmoni majikan dan quality, efforts to establish a relationship arahh harmonious employer and anggota organisasi, organisasi pembelajaran, pengurusan risiko dan member organization, organizational learning, risk management and pemantauan keputusan pengurusan. monitoring management decisions. A1.1 A1.1 Pengurusan Strategik Strategic Management Penerangan mengenai: Description: a. a. Pelan Strategik Agensi. Agency Strategic Plan. (Sila kemukakan empat (4) salinan Pelan (Please submit four (4) copies of plan Strategik.) Strategic.) b. b. Penyebaran maklumat isi kandungan pelan strategik kepada Dissemination of information to strategic plan content warga agensi. citizen agency. (Bukan hanya setakat pengedaran dokumen (Not only the extent the distribution of documents strategik.) strategic.) c. c. Kajian Semula Pelan Strategik telah diadakan. Review Strategic Plan was held. (Nyatakan bila dan (Specify when and hasil kajian semula yang diadakan.) result of the review conducted.) A1.2 A1.2 Usaha-usaha mengurangkan Kerenah Birokrasi Efforts to reduce red tape Penerangan mengenai: Description:

a. a. Skop program perekayasaan proses kerja. Scope of work process reengineering program. (Nyatakan bilangan dan (Specify number and penjelasan proses utama yang terlibat.) clarification process involved.) b. b. Pemantauan program perekayasaan proses kerja ke arah Program monitoring process reengineering work towards peningkatan produktiviti pada peringkat organisasi. increase productivity at the organization level. c. c. Keberkesanan program perekayasaan proses kerja: Effectiveness of reengineering work processes: i. i. Kekerapan membuat penilaian keberkesanan; Frequency of making effectiveness evaluation; ii. ii. Promosi Program perekayasaan proses kerja; dan Promotions Program reengineering work processes and

Page 16 Page 1612 12 iii. iii. Bagaimana maklumat boleh dicapai. How information can be achieved. d. d. Usaha-usaha mengurangkan kerenah birokrasi seperti berikut: Efforts to reduce bureaucratic red tape as follows: i. i. Adakah Is usaha-usaha efforts penambahbaikan improvement berkaitan related pengurangan kerenah birokrasi untuk memudahkan sesuatu reduction of red tape to facilitate a urusan kepada pelanggan matters to customers yang berorientasikan outcome outcome-oriented dilaporkan sepanjang tahun 2008 (seperti semakan semula reported during the year 2008 (such as review sistem dan prosedur kerja); dan systems and procedures); and ii. ii. Adakah Is penilaian rating keberkesanan effectiveness usaha-usaha efforts penambahbaikan dilaksanakan (Nyatakan tarikh dan hasil improvements implemented (Specify date and results kajian yang dijalankan dari aspek usaha penambahbaikan studies conducted from the aspects of business improvement yang dilaksanakan dalam memberi faedah dari segi kos, implemented in terms of cost benefit, masa atau peningkatan produktiviti. Outcome keberkesanan time or increase productivity. Outcome effectiveness hendaklah jelas dan telah melaksanakan survei terhadap shall be clearly and implemented the survey of keberkesanan penambahbaikan yang dilaksanakan.) effectiveness of improvements implemented.) A1.3 A1.3 Usaha-usaha Ke Arah Pembudayaan Kualiti Efforts Towards Quality Culture Development

Penerangan mengenai: Description: a. a. Program penambahbaikan kualiti yang dilaksanakan. Quality improvement program implemented. i. i. Mekanisme pelaksanaan dan pemantauan program kualiti; Implementation mechanisms and monitoring quality programs; ii. ii. Program kualiti yang dilaksanakan; dan Quality programs implemented and iii. iii. Amalan terbaik organisasi yang telah disebarkan kepada Organizational best practices that have been disseminated to organisasi lain. other organizations. b. b. Pelaksanaan MS ISO 9001:2000 agensi seperti berikut: Implementation of MS ISO 9001:2000 agencies as follows: i. i. Status pelaksanaan MS ISO 9001:2000 sama ada telah Status of implementation of MS ISO 9001:2000 was whether dipersijilkan, sedang dilaksanakan atau belum dilaksanakan; dipersijilkan, are being implemented or not implemented; dan and ii. ii. Skop persijilan yang merangkumi keseluruhan proses-proses The scope of certification covers the entire process utama atau sebahagian daripada proses-proses utama or major part of the main processes agensi. agencies. c. c. Tindakan diambil untuk memantapkan dokumen Manual Prosedur Actions taken to strengthen the document Manual of Procedure Kerja (MPK) dan Fail Meja (FM): Work (MPK) and File Table (FM): i. i. Nyatakan bila dan kekerapan MPK dikemas kini; Specify when and how often MPK updated; ii. ii. Nyatakan bila dan kekerapan FM dikemas kini; dan Specify if the FM frequency and updated and iii. iii. Apakah usaha-usaha yang telah dilaksanakan untuk What efforts have been undertaken to mengemas kini MPK dan FM. update MPK and FM. (contoh usaha - mengadakan (eg business - hold bengkel/taklimat/mengeluarkan arahan pentadbiran.) workshop / briefing / issue administrative instructions.) d. d. Bentuk penghargaan dan pengiktirafan yang diterima oleh Form of awards and recognition received by the organisasi. organization. Berikan penjelasan pencapaian diperoleh pada Provide clarification on the achievements obtained peringkat negeri, kementerian dan antarabangsa seperti berikut: state level, and international ministries as follows:

Page 17 Page 1713 13 Bukan peringkat antarabangsa Non-international i. i. Tahap/jenis pengiktirafan berbentuk pertandingan yang Level / type of recognition in the form of competition diperoleh di peringkat Negeri/Kementerian; obtained at the State / Ministry;

ii. ii. Tahap/jenis pengiktirafan berbentuk pertandingan yang Level / type of recognition in the form of competition diperoleh di peringkat kebangsaan; obtained at the national level; iii. iii. Pengiktirafan bukan berbentuk pertandingan; Recognition of non-competition; Peringkat antarabangsa International iv. iv. Tahap / jenis pengiktirafan bentuk pertandingan yang Level / type of recognition that the form of competition diperoleh di peringkat antarabangsa; dan obtained at the international level and v. v. Pengiktirafan bukan berbentuk pertandingan. Recognition of non-competition. A1.4 A1.4 Usaha Ke Arah Mewujudkan Hubungan Harmoni Majikan Dan Efforts to establish relations of employer and Harmony Anggota Organisasi Member Organization Penerangan mengenai: Description: a. a. Pelaksanaan Majlis Bersama Jabatan (MBJ) berpandukan Joint Implementation Department (MBJ) based ketetapan Pekeliling Perkhidmatan Jabatan Perkhidmatan Awam Treasury Department ruling Services Public Services (JPA) yang berkaitan. (PSD) related. (Nyatakan tarikh penubuhan dan bilangan (Specify date and establishment number mesyuarat MBJ yang diadakan.) MBJ meeting held.) b. b. Program-program utama yang diadakan bagi mewujudkan Main programs held to create hubungan harmoni (Contoh: Hari Keluarga, Hari Sukan, relationship harmony (Example: Family Day, Sports Day, Perhimpunan Bulanan, Hari Perayaan, Kursus Kekitaan dan lain- Monthly Assembly, Feast Day, and other courses belonging - lain.) other.) c. c. Tahap Pencapaian Kepuasan Pekerja: Employee Satisfaction Level Achievement: i. i. Peratusan liputan kajian kepuasan pekerja ( Staff Satisfaction Percentage coverage of employee satisfaction survey (Staff Satisfaction Survei (SSS)) dilaksanakan; Survey (SSS)) done; ii. ii. Hasil pelaksanaan SSS tersebut. Implementation of the SSS results. (Nyatakan tahap kepuasan (Indicated satisfaction pekerja yang dicapai); dan employees who achieved); and iii. iii. Peratus tindakan susulan yang telah diambil. The percentage of follow-up action has been taken. A1.5 A1.5 Organisasi Pembelajaran (Learning Organization) Learning Organization (Learning Organization) (0.5 markah) (0.5 points) Penerangan mengenai: Description: a. a. Pembudayaan program peningkatan ilmu oleh organisasi. Acculturation programs increased knowledge by the organization. (Nyatakan program-program yang dilaksanakan.) (Specify the programs implemented.)

b. b. Program-program yang dilaksanakan secara sistematik. Programs implemented systematically. c. c. Skop liputan program. Scope of coverage programs.

Page 18 Page 1814 14 A1.6 A1.6 Pengurusan Risiko ( Risk Management ) Risk Management (Risk Management) Penerangan mengenai: Description: a. a. Analisis Risiko. Risk Analysis. b. b. Struktur dan Pelan Pengurusan Risiko. Structure and Risk Management Plan. c. c. Tahap pelaksanaan pelan tersebut. Level implementation plan. d. d. Tahap pemantauan. Level monitoring. A1.7 A1.7 Pemantauan Keputusan Pengurusan Monitoring Results Management Penerangan mengenai: Description: a. a. Sistem pemantauan pelaksanaan keputusan/arahan stakeholders . System for monitoring the implementation of the decisions / directions stakeholders. b. b. Pelaksanaan sistem pemantauan. Implementation monitoring system. c. c. Pemantauan pelaksanaan sistem. Monitoring its implementation. d. d. Peratusan minit mesyuarat utama yang dikeluarkan dalam tempoh Percentage of main meeting minutes issued within 7 hari dari tarikh mesyuarat. 7 days from the date of the meeting. e. e. Peratusan minit mesyuarat utama yang dikeluarkan dalam tempoh Percentage of main meeting minutes issued within 3 hari dari tarikh mesyuarat. 3 days from the date of the meeting. A2 A2 Pengurusan Kewangan Financial Management (7.5 markah) (7.5 points) Kriteria Criteria ini This menilai rate kecekapan efficiency pengurusan management kewangan Finance dan and menitikberatkan aspek akauntabiliti di dalam pengurusan sumber yang focuses on aspects of accountability in the management of resources diperuntukkan. provided. A2.1 A2.1 Bayaran Dalam Tempoh 14 Hari Payment within 14 days Penerangan mengenai: Description: i. i. Bilangan/peratus pembayaran bil yang telah dibuat dalam Number / percentage of bill payments have been made in tempoh 14 hari; dan period of 14 days and

ii. ii. Bilangan/peratus pembayaran bil dalam tempoh 7 hari. Number / percentage of bill payments within 7 days. A2.2 A2.2 Mesyuarat Jawatankuasa Pengurusan Kewangan dan Akaun Finance and Management Committee Meeting Account (JPKA) (JPKA) Penerangan mengenai: Description: i. i. Kekerapan mesyuarat JPKA bersidang dan tarikh-tarikh Frequency of meetings convened JPKA and dates bersidang; presiding; ii. ii. Sama ada JPKA dipengerusi oleh Ketua Jabatan/ Timbalan Whether JPKA chaired by the Head of Department / Deputy Ketua Jabatan atau pegawai lain; Head of Department or other officers; iii. iii. Bilangan laporan JPKA Number of reports JPKA dikemukakan kepada KSU/ submitted to the Secretary General / Perbendaharaan; dan Treasury and

Page 19 Page 1915 15 iv. iv. Laporan Reports tahunan annual dikemukakan presented yang the ke to KSU/ KSU / Perbendaharaan, agensi Kewangan sebelum tarikh yang Treasury, Financial agencies before the date ditetapkan bagi:- prescribed for: -- (i) Laporan Harta Modal dan Inventori; (i) Capital Property and Inventory Report; (ii) Laporan Pemeriksaan Harta Modal dan Inventori; (ii) Capital Property Inspection and Inventory; (iii) Laporan Pelupusan Aset Alih Kerajaan; dan (iii) Reports Asset Disposal Mobile Government and (iv) Laporan Tindakan Surcaj/Tatatertib (jika ada). (iv) Surcharge Action Report / Discipline (if any). A2.3 A2.3 Pengurusan Aset Asset Management Penerangan mengenai: Description: a. a. Mekanisme Pengurusan Aset. Asset Management Mechanism. b. b. Surat pelantikan yang dikeluarkan bagi: Letter of appointment issued for: (i) Pegawai Aset di peringkat agensi / Pusat Tanggungjawab (i) Assets Officer at the agency / Responsibility Center (PTJ); (PTJ); (ii) Pegawai-pegawai menjalankan pemeriksaan ke atas aset; (ii) officers carry out inspections on assets;

(iii) Lembaga Pemeriksa bagi melaksanakan pelupusan aset; (iii) the Board of Examiners to implement the disposal of assets; dan and (iv) Jawatankuasa Penyiasat bagi menyiasat kes kehilangan (iv) The Investigating Committee to investigate the case of loss aset. assets. (jika ada) (if any) (Nyatakan tarikh, rujukan, maklumat pegawai dan tempoh (Specify date, reference, information officers and the perlantikan.) appointment.) c. c. Jawatankuasa Pengurusan Aset Kerajaan (JKPAK) yang Government Asset Management Committee (JKPAK) that ditubuhkan dan tarikh penubuhan. established and the date of establishment. A2.4 A2.4 Tindakan ke atas Laporan Audit Action on Audit Reports Penerangan mengenai: Description: a. a. Laporan Audit Negara diterima. National Audit report accepted. (Nyatakan tarikh Laporan Audit (Specify date of Audit Report Negara.) Countries.) b. b. Tempoh masa yang diambil untuk memberikan maklum balas Period of time taken to provide feedback terhadap teguran audit tersebut. reproach of the audit. c. c. Status tindakan penyelesaian terhadap teguran di dalam Laporan Status action settlement of reproof in the report Audit Negara tersebut. The Auditor General.

Page 20 Page 2016 16 A2.5 A2.5 Pemeriksaan Mengejut Surprise Inspection Penerangan mengenai: Description: Pemeriksaan mengejut dijalankan setiap 6 bulan terhadap peti besi, peti Surprise inspection conducted every 6 months of safe, Safety wang tunai, laci atau bekas-bekas lain untuk wang dalam jagaan cash, drawers or containers to other funds in the custody seseorang pegawai dalam organisasinya, yang diamanahkan dengan an officer in the organization, which is entrusted with penyimpanan wang awam, setem, atau barang-barang lain yang keeping the public money, stamps, or other items that berharga yang berkenaan. costs concerned. (Nyatakan tarikh pemeriksaan dan hasil (Indicate date of inspection and results penemuan.) findings.) A2.6 A2.6 Perolehan Procurement Penerangan mengenai: Description: a. a. Peratus perbelanjaan bagi perolehan berbanding dengan Percent compared with expenditure for acquisition

peruntukan yang diluluskan. provisions approved. b. b. Kajian analisis prestasi pembekal yang telah dijalankan. Study analyzes the performance of suppliers that have been carried out. c. c. Kajian pasaran yang dijalankan bagi menentukan harga yang Studies conducted to determine the market price ditawarkan adalah munasabah. offered is reasonable. d. d. Pemeriksaan dijalankan terhadap aset yang telah diterima Inspections carried out of the assets has been received sebelum tamat tempoh jaminan. before the expiry of the guarantee. e. e. Peratus / tahap pelaksanaan ePerolehan. Percent / level implementation of eProcurement. A2.7 A2.7 Prestasi Perbelanjaan Expenditure Performance Penerangan mengenai: Description: a. a. Prestasi perbelanjaan Bajet Mengurus. Managing Performance Budget expenditure. b. b. Prestasi perbelanjaan Bajet Pembangunan (jika ada). Performance Development Budget expenditure (if any). A2.8 A2.8 Inisiatif Mengurangkan Pembaziran Initiatives reduce wastage Penerangan mengenai: Description: Inisiatif-inisiatif yang diambil sebagai langkah memantapkan amalan Initiatives that strengthen the measures taken as a practice belanja berhemat. prudent spending. A3 A3 Pengurusan Sumber Manusia Human Resource Management (6.5 markah) (6.5 points) Kriteria ini menumpu kepada aspek-aspek pengurusan sumber manusia These criteria focus on aspects of human resource management seperti Perancangan/Dasar/Strategi Sumber Manusia, Pengurusan such as Planning / Policy / Strategy, Human Resource Management Panel Sumber Manusia, Pembangunan Kerjaya, pengiktirafan/ Panel Human Resources, Career Development, recognition / penghargaan, pengurusan nilai dan etika/Program Kaunseling/Motivasi award, management values and ethics / Program Counseling / Motivation dan maklumat sumber manusia. human resources and information.

Page 21 Page 2117 17 A3.1 A3.1 Dasar/Strategi Pengurusan Sumber Manusia Policy / Strategy Human Resource Management Penerangan mengenai: Description: a. a. Pelan Strategik Sumber Manusia yang komprehensif yang Human Resources Strategic Plan is a comprehensive disediakan. provided. (Beri penjelasan berdasar kepada 5 ciri Pelan Strategik Sumber (Give explanation based on 5 characteristics of Strategic Resource Plan

Manusia yang komprehensif: i. Human comprehensive i. Pengambilan Intake ii. ii. Penempatan iii. Placement iii. Pembangunan Kerjaya iv. Career Development iv. Latihan v. V. Training Pengiktirafan dan Recognition and Penghargaan.) (Sila kemukakan 4 salinan Pelan Strategik Sumber Award.) (Please submit 4 copies of Strategic Resource Plan Manusia) Human) b. b. Tahap liputan pegawai dan kakitangan dalam Pelan Strategik Coverage level officers and staff in the Strategic Plan Sumber Manusia. Human Resources. c. c. Peratus pelaksanaan program / aktiviti mengikut Pelan Strategik Percent implementation of programs and activities, according to Strategic Plan Sumber Manusia. Human Resources. A3.2 A3.2 Pengurusan Panel Pembangunan Sumber Manusia Development of Human Resources Management Panel Penerangan mengenai: Description: a. a. Keberkesanan Panel Pembangunan Sumber Manusia: Effectiveness of Human Resource Development Panel: i. i. Panel Panel Pembangunan Development Sumber Resources Manusia Human dalam in membincangkan discuss perkara-perkara matters berkaitan related dengan with pengurusan sumber manusia; dan human resource management and ii. ii. Perbincangan sama ada meliputi semua aspek fungsi Whether the discussion covers all aspects of the function sumber manusia khususnya pengambilan, penempatan, especially human resources recruitment, placement, pembangunan kerjaya, latihan, pengiktirafan, penghargaan career development, training, recognition, appreciation dan lain-lain. and others. b. b. Pelaksanaan Pelan Operasi Latihan (POL) Implementation Plan Operations Training (POL) i. Training Need Analysis (TNA) sama ada telah disediakan i. Training Need Analysis (TNA) were prepared either dan dilaksanakan melalui kaedah yang komprehensif dan and implemented through a comprehensive and sistematik atau dilaksanakan secara ad-hoc ; implemented in a systematic or ad-hoc; (Berikan penerangan mengenai jawatankuasa yang terlibat (Give description of the committees involved dan proses penyediaan TNA.) TNA process and preparation.)

ii. ii. Pelaksanaan latihan mengikut POL yang ditetapkan Implementation of training in accordance with the prescribed POL (Nyatakan peratus pelaksanaan); (Indicate percent implementation); iii. iii. Peratus pematuhan kepada arahan latihan 7 hari bagi setiap The percentage of compliance to the direction of training for every 7 days warga organisasi; citizen organizations; iv. iv. Mekanisme pemantauan bagi pelaksanaan latihan untuk Monitoring mechanism for implementation of training for memastikan POL dilaksanakan dengan berkesan; dan ensure POL implemented effectively and v. v. Peratus daripada emolument yang diperuntukkan untuk Percent of emolument provided for latihan sama ada sekurang-kurangnya 1% daripada training either at least 1% of emolumen diperuntukkan untuk latihan. emoluments allocated for training.

Page 22 Page 2218 18 c. c. Keberkesanan Latihan Effectiveness Training Kajian keberkesanan latihan yang dijalankan untuk menilai tahap Study the effectiveness of training conducted to assess the level of kompetensi kakitangan sebelum dan selepas menghadiri latihan. competency of staff before and after attending training. d. d. Pelaksanaan Mentoring/Coaching Implementation of Mentoring / Coaching i. i. Struktur dan program mentoring yang dilaksanakan secara Structure and mentoring programs that implemented sistematik atau ad-hoc; dan systematic or ad-hoc and ii. ii. Tahap liputan ( coverage ) warga organisasi di dalam program Level of coverage (coverage) citizen organizations in the program mentoring/coaching mentoring / coaching (keseluruhan (overall organisasi/Bahagian/ organization / Division / Seksyen). Section). A3.3 A3.3 Pelan Penggantian Organisasi Replacement Plan Organization Penerangan mengenai: Description: Pelan Penggantian bagi jawatan-jawatan strategik dilaksanakan seperti Replacement Plan for strategic positions such as implemented yang digariskan dalam Pekeliling Perkhidmatan Bilangan 3 Tahun outlined in the Service Circular No. 3 of 2006 . 2006. a. a. Struktur Pelan Penggantian yang disediakan; Replacement Structure Plan prepared; b. b. Program pembangunan kepimpinan yang dilaksanakan untuk: Leadership development program undertaken to: i. i. Ketua Agensi/Jabatan ( self development pogram ); dan Head of Agency / Department (self development pogram); and ii. ii. Barisan Kepimpinan Pelapis. Leadership row Pelapis.

c. c. Penilaian keberkesanan program pembangunan kepimpinan Rating the effectiveness of leadership development dijalankan? carried out? d. d. Pencapaian program pembangunan kepimpinan. The achievement of leadership development programs. A3.4 A3.4 Pengiktirafan/Penghargaan kepada warga organisasi Recognition / Awards to staff the organization Penerangan mengenai: Description: a. a. Garis Panduan / Dasar Program Pengiktirafan / Penghargaan yang Guidelines / Policy Program Recognition / Appreciation of spesifik disediakan. specifically provided. Contohnya APC, Anugerah Kebesaran dan For example APC, and Decoration Awards lain-lain pengiktirafan. other recognition. b. b. Pelaksanaan seperti berikut: Implementation as follows: i. i. Inisiatif diambil untuk memperakukan warga organisasi secara Initiatives taken by organizations to certify citizen terancang bagi penerimaan Pingat / Bintang; dan planned for the receipt Medal / Star; and ii. ii. Tahap liputan ( coverage ) program-program pengiktirafan lain Level of coverage (coverage) other recognition programs yang dilaksanakan. implemented. (contoh: program Personaliti Bulanan/ (example: Monthly programs Personalities / Pekerja Contoh) Examples of employees)

Page 23 Page 2319 19 A3.5 A3.5 Pengurusan Nilai dan Etika Management Values and Ethics Penerangan mengenai: Description: a. a. Pelan Integriti Organisasi (PIO); Integrity Plan Organization (PIO); b. b. Pelaksanaan PIO; Implementation PIO; c. c. Mekanisme Pemantauan PIO; Monitoring Mechanism PIO; d. d. Keberkesanan PIO; PIO effectiveness; e. e. Usaha-usaha meningkatkan keutuhan pengurusan seperti berikut: Efforts to enhance integrity management as follows: i. i. Mekanisme/jawatankuasa yang ditubuhkan; Mechanism / committees established; ii. ii. Kekerapan Laporan JKP dikemukakan ke BPR (ke Ibu Frequency of Reports submitted to the ACA JKP (to the Capital Pejabat Kementerian di mana berkaitan); dan Office of the Ministry where applicable), and iii. iii. Program-program Kesedaran/Pencegahan yang dijalankan. Programs Awareness / Prevention conducted. f. f. Pengurusan Audit Nilai: Management Audit Value: Peratus Nilai Komposit yang diperoleh dari Audit Nilai yang Composite percent value obtained from the Audit Value dijalankan. conducted. g. g. Pengurusan tatatertib: Management discipline:

i. i. Tempoh penyelesaian bagi kes-kes tatatertib biasa (sekiranya Settlement period for ordinary disciplinary cases (if ada); dan any) and ii. ii. Peratus kes-kes tatatertib biasa yang tertunggak pada tahun The percentage of disciplinary cases in the outstanding common semasa. time. (sekiranya ada) (if any) h. p. Peratus warga organisasi yang telah mengisytiharkan harta. The percentage of citizens organization that has been declared property. A3.6 A3.6 Program Kaunseling/Motivasi Program Counseling / Motivation Penerangan mengenai: Description: a. a. Program Kaunseling/Motivasi Program Counseling / Motivation i. i. Mekanisme untuk melaksanakan program kaunseling/rakan Mechanism to implement counseling programs / partners pembimbing; dan guide and ii. ii. Pelaksanaan program-program kaunseling. Implementation of counseling programs. b. b. Program-program motivasi/pencegahan yang diadakan seperti Motivation programs / prevention, held as ceramah / seminar. lectures / seminars. c. c. Aplikasi psikologi seperti Myers-Briggs Type Indicator (MBTI) Psychological applications such as Myers-Briggs Type Indicator (MBTI) atau aplikasi psikometriks lain digunakan dalam Pengurusan or used in other applications psikometriks Management Sumber Manusia (seperti penempatan, latihan dan lain-lain fungsi) Human Resources (such as placement, training and other functions)

Page 24 Page 2420 20 A3.7 A3.7 Maklumat Sumber Manusia Human Resource Information Penerangan mengenai: Description: a. a. Tahap Level pengemaskinian update maklumat information dalam in Buku Books Rekod Record Perkhidmatan warga organisasi. Citizen service organization. b. b. Peratusan maklumat sumber manusia dikemas kini dalam HRMIS - Percentage of human resource information is updated in the HRMIS -- Human Resource Management Information System (berdasarkan Human Resource Management Information System (based on kepada sampel). the sample). c. c. Maklumat-maklumat strategik sumber manusia digunakan oleh Strategic information resource used by

pihak pengurusan atasan bagi tujuan fungsi-fungsi pengurusan top management for the purpose of management functions sumber source manusia human seperti as perancangan planning sumber source manusia, man, pengambilan dan pemilihan, penempatan dan pertukaran, recruitment and selection, placement and exchange, pembangunan kerjaya, pengurusan prestasi dll. career development, performance management etc.. A3.8 A3.8 Pemantauan Prestasi Rendah Monitoring Performance Low Penerangan mengenai: Description: a. a. Pemantauan warga organisasi yang berprestasi rendah dijalankan. Citizen monitoring organization that conducted low achievers. b. b. Program-program pembangunan/peningkatan prestasi warga Development programs / performance improvements nationals organisasi yang berprestasi rendah yang disediakan. organization that provided low achievers. c. c. Keberkesanan program-program pembangunan/ peningkatan ke Effectiveness of development programs / improvements to atas prestasi warga organisasi yang berprestasi rendah. the performance of citizen organizations that low achievers. A4 A4 Pengurusan Projek Pembangunan Project Management Development (4 markah) (4 marks) Kriteria ini menilai kecekapan dalam pelaksanaan pengurusan projek- Criteria to evaluate efficiency in the implementation of project management - projek pembangunan terutamanya di bawah Rancangan Malaysia development projects, especially under the Ninth Malaysia Kesembilan (RMKe-9). Plan (9MP). A4.1 A4.1 Perancangan Sistem Pengurusan, Pemantauan dan Penilaian Planning Management System, Monitoring and Evaluation Projek Projects Penerangan mengenai: Description: a. a. Mekanisme dan sistem perancangan diwujudkan bagi merancang / Planning mechanisms and systems established for planning / memantau / menilai projek-projek pembangunan. monitor / evaluate development projects. b. b. Bilangan / peratus project brief (ringkasan projek) yang siap Number / percentage of project brief (a summary of the project) is ready disediakan bagi pelaksanaan projek pembangunan. provided for the implementation of development projects. c. c. Alat-alat pengurusan projek yang digunakan untuk memantau Project management tools used to monitor

pelaksanaan projek seperti penggunaan Program Evaluation and implementation of projects such as the use of Program Evaluation and Review Technique (PERT), Carta GANTT, Earned Value Analysis Review Technique (PERT), Gantt Chart, Earned Value Analysis (EVA), Carta Aliran Kerja, Senarai Semak dan lain-lain. (EVA), Flow Chart, Checklist, and others. d. d. Komunikasi berkesan melalui laporan kemajuan bulanan antara Through effective communication between the monthly progress report agensi pelaksana dengan agensi: implementing agencies with the agency:

Page 25 Page 2521 21 i. i. Nyatakan sama ada laporan dikemukakan daripada Indicate whether the report submitted from juruperunding bagi pihak agensi pelaksana ke agensi; dan consultants on behalf of the implementing agency to agency and ii. ii. Nyatakan Specify bilangan/peratus number / percent mesyuarat meeting yang the diadakan held berdasarkan perancangan yang dibuat. made based on planning. e. e. Bilangan/peratus projek yang melibatkan permohonan variations Number / percentage of projects involving the application VARIATIONS order (VO). order (VO). f. f. Pengenalpastian Identification projek-projek projects pembangunan development untuk for dinilai assessed keberkesanannya dilaksanakan berdasarkan ketetapan Surat effectiveness implemented based on letter ruling Pekeliling Am Bilangan 3 Tahun 2005 . Circular Number 3 of 2005. g. g. Pelaksanaan penilaian terhadap projek-projek yang dikenal pasti. Assessment of the implementation of projects identified. h. p. Pembentangan hasil penilaian di mesyuarat-mesyuarat utama Simulation results in the assessment of key meetings agensi. agencies. i. i. Penggunaan hasil penilaian di dalam Kajian Separuh Penggal/ Use assessment results in the Mid-Term / permohonan projek baru/perancangan projek seterusnya. applications for new projects / planning the next project. A4.2 A4.2 Penggunaan Sistem Pemantauan Projek (SPP II) Use the Project Monitoring System (SPP II) Penerangan mengenai: Description:

a. a. Penggunaan SPPII sama ada digunakan secara langsung dalam Use SPPII either used directly in mesyuarat pemantauan projek. project monitoring meetings. b. b. Status/peratus pelaksanaan projek yang mengikut jadual. Status / percentage of project implementation is on schedule. c. c. Tahap/peratus pengemaskinian maklumat kewangan. Level / percent update financial information. d. d. Tahap/peratus pengemaskinian maklumat aktiviti. Level / percent update information activities. e. e. Tahap/peratus pengemaskinian maklumat am. Level / percentage updating general information. f. f. Peratus kekerapan log-in ID untuk mengemas kini maklumat. Percentage frequency of log-in ID to update the information. g. g. Peratus kakitangan yang telah menghadiri latihan yang berkaitan The percentage of staff who have attended the relevant training dengan penggunaan SPPII. with the use SPPII. A5 A5 Pengurusan ICT ICT Management (5 markah) (5 points) Kriteria ini menilai pengurusan ICT dari aspek perancangan, These criteria evaluate the management of ICT planning, pelaksanaan, pemantauan dan penilaian keberkesanan. implementation, monitoring and evaluation of effectiveness. A5.1 A5.1 Pelan Strategik ICT (ISP) ICT Strategic Plan (ISP) Penerangan mengenai: Description: a. a. Penyelarasan ISP dengan pelan strategik agensi serta ISP coordination with the agency strategic plan and dikemukakan kepada MAMPU. submitted to MAMPU. b. b. Pelaksanaan Pelan ISP meliputi peringkat pejabat cawangan. Implementation Plan covering ISP-level branch offices.

Page 26 Page 2622 22 c. c. Pelaksanaan Pelan ISP berdasarkan aspek pengukuran seperti ISP Implementation Plan based on aspects such as measurement berikut: follows: i. i. Peratus perbelanjaan peruntukan yang diluluskan; dan The percentage of expenditure allocation approved; and ii. ii. Nyatakan prestasi pelaksanaan (%) projek ICT mengikut Specify the execution performance (%) ICT project by jadual yang ditetapkan. schedule. d. d. Pemantauan: Monitoring:

i. i. Kelulusan spesifikasi teknikal hardware/software diperoleh Approval of technical specification hardware / software available daripada from Jawatankuasa Committee Teknikal Technical ICT ICT (JTICT). (JTICT). Projek yang dilaksanakan mendapat kelulusan teknikal Projects implemented technical approval daripada Jawatankuasa Teknikal ICT (JTICT). Technical Committee of the ICT (JTICT). (Surat Pekeliling Am Bil. 1 Tahun 2008); (General Circular. 1 Year 2008); ii. ii. Kekerapan pelaporan kepada JTICT; Frequency of reporting to JTICT; iii. iii. Jawatankuasa pemantauan yang diwujudkan di peringkat Monitoring committee established at the agensi; dan agencies and iv. iv. Mesyuarat Conferences JPICT JPICT yang the diadakan held atau or tidak not dan and kekerapannya. frequency. e. e. Kajian semula dibuat untuk tujuan penilaian keberkesanan The review made for the purpose of rating the effectiveness of pelaksanaan Pelan ISP. Plan your ISP. f. f. Dasar Keselamatan ICT yang diwujudkan. ICT Security Policy is created. g. g. Pelantikan Chief Information Officer (CIO) dan ICT SO yang dibuat. Appointment of Chief Information Officer (CIO) and ICT SO made. A5.2 A5.2 Tadbir Urus Laman Web & Portal Governance & Web Portal Penerangan mengenai: Description: a. a. Ciri-ciri asas dan tambahan Laman Web yang disediakan. Basic features and additional Web page provided. b. b. Hasil / kedudukan yang diperoleh bagi agensi bagi: Revenue earned for the agency to: i. i. Penarafan laman web dan portal agensi secara keseluruhan; Rating agency websites and portals as a whole; dan and ii. ii. Penarafan terhadap perkhidmatan yang disediakan secara Benchmarking of services provided online online A5.3 A5.3 Pembudayaan dan Inovasi ICT Di Dalam Organisasi And acculturation of ICT Innovation in the Organization Penerangan mengenai: Description: a. a. Pemantauan terhadap penggunaan aplikasi dilaksanakan. Monitoring the use of applications implemented.

b. b. Tahap penggunaan aplikasi yang dilaksanakan. Level of use of the application implemented. c. c. Peratusan aplikasi yang dibangunkan secara in-house . Percentage of applications that are developed in-house.

Page 27 Page 2723 23 d. d. Tahap liputan warga organisasi dalam penggunaan ICT sebagai Level of coverage of citizen organizations in the use of ICT as satu forum / dialog / perbincangan secara online atau e-mel. a forum / dialogue / discussion online or e-mail. A5.4 A5.4 Pengiktirafan ICT Recognition of ICT Penerangan mengenai: Description: Bukan peringkat antarabangsa Non-international a. a. Tahap/jenis Level / type pengiktirafan recognition berbentuk shaped pertandingan competition yang the diperoleh di peringkat Negeri/Kementerian. obtained at the State / Ministry. b. b. Tahap/jenis Level / type pengiktirafan recognition berbentuk shaped pertandingan competition yang the diperoleh di peringkat kebangsaan. obtained at the national level. c. c. Pengiktirafan bukan berbentuk pertandingan. Recognition of non-competition. Peringkat antarabangsa International d. d. Tahap / jenis pengiktirafan bentuk pertandingan yang diperoleh Level / type of recognition form of competition obtained di peringkat antarabangsa. at the international level. e. e. Pengiktirafan bukan berbentuk pertandingan. Recognition of non-competition.

Page 28 Page 2824 24 KRITERIA B : PERKHIDMATAN TERAS CRITERIA B: CORE SERVICES (35 markah) (35 marks) Kriteria ini bertujuan menilai Kaedah Penggubalan, Pelaksanaan, Criteria is intended to evaluate the method formulation, implementation, Pemantauan dan Pengukuran Dasar/Program organisasi. Monitoring and Measurement Policy / Program organization. Bagi memenuhi kriteria ini, agensi perlu memberi penerangan mengenai perkara- To meet these criteria, agencies should provide information about the matter - perkara berikut: following: B1 B1

Penggubalan Dasar/Program Policy formulation / Programs (8.5 markah) (8.5 points) Penerangan mengenai: Description: a. a. Semua Dasar / Program yang digubal oleh organisasi selaras All Policy / Program enacted by the organization in line dengan perkhidmatan teras. with core services. Nyatakan sama ada perancangan Indicate whether the planning Dasar / Program tersebut merangkumi proses pengenalpastian Policy / Program that includes the identification process keperluan dasar, mendapatkan input daripada stakeholders / policy needs, get input from stakeholders / pelanggan agensi, penetapan outcome dan penetapan kumpulan customer agencies, setting outcome and determination of group sasar serta merangka program-program selaras dengan matlamat target and develop programs consistent with the goals dasar. policy. i. i. Kaedah penggubalan dasar/program utama; Method policy / key programs; ii. ii. Tempoh masa penggubalan dasar/program; Period of time drafting policies and programs; iii. iii. Dasar/program memberi fokus kepada isu strategik; dan Policies and programs focus on strategic issues and iv. iv. Dasar/program utama digubal atas inisiatif agensi sendiri. Policies and programs enacted major agency initiatives on their own. B2 B2 Pelaksanaan Dasar/Program Implementation of Policy / Program (9.5 markah) (9.5 points) Penerangan mengenai: Description: Status pelaksanaan dan Status of implementation and prestasi pencapaian program-program progress of programs berdasarkan petunjuk prestasi (KPI) dan timeline yang telah ditetapkan based on performance indicators (KPI) and the timeline has been set mengikut perkhidmatan teras berikut: according to the following core services: a. a. Penentuan sasaran terhadap pelaksanaan dasar /program. Determination of the target implementation of policies / programs. b. b. Tahap pencapaian pelaksanaan dasar/program. Level of achievement of the implementation of policies and programs. B3 B3 Pemantauan Dasar/Program Monitoring Policy / Program (7.5 markah) (7.5 points) Penerangan mengenai: Description: Mekanisme pemantauan yang diwujudkan seperti jawatankuasa/ Monitoring mechanism established as a committee / taskforce , sistem & prosedur, pelaporan mengikut perkhidmatan teras Taskforce, systems & procedures, reporting in accordance with core services berikut: follows: a. a. Sistem pemantauan Perkhidmatan Teras diintegrasikan. Core integrated monitoring system.

b. b. Tahap penggunaan maklumat dalam sistem pemantauan oleh Level of use of the information in the monitoring system by Pengurusan Atasan untuk membuat keputusan. Management to make decisions.

Page 29 Page 2925 25 c. c. Kaedah pemantauan yang digunakan. Monitoring methods used. B4 B4 Keberkesanan Dasar/Program Effectiveness of Policy / Program (9.5 markah) (9.5 points) Penerangan mengenai: Description: Penilaian ke atas pencapaian dasar/program dilaksanakan serta Evaluation of the achievement of policies and programs implemented and mekanisme yang diwujudkan bagi tujuan tersebut: mechanism established for this purpose: a. a. Kajian Semula Review i. i. Penetapan Kajian Semula; Settings Review; ii. ii. Pelaksanaan Kajian Semula; dan Implementation Review and iii. iii. Tindakan Susulan Hasil Kajian Semula. Followup Revenue Review. b. b. Kajian Impak Impact i. i. Penetapan Kajian Impak; Impact determination; ii. ii. Pelaksanaan Kajian Impak; dan Implementation of Impact and iii. iii. Tindakan Susulan Hasil Kajian Impak. Followup Revenue Impact.

Page 30 Page 3026 26 Bagi memenuhi kriteria ini, agensi perlu memberi penenerangan mengenai To meet these criteria, the agency must provide the penenerangan perkara-perkara berikut: following: C1 Perancangan Pengurusan Pelanggan C1 Planning Customer Management (1 markah) (1 points) Penerangan mengenai: Description: Kenyataan misi perkhidmatan pelanggan yang ditetapkan oleh pengurusan Mission statement customer service set by the management atasan. superior. (Rujuk PKPA Bil. 1 Tahun 2008) (Refer PKPA Bil. 1 Year 2008) C2 C2 Piagam Pelanggan Client Charter (5 markah) (5 points) Penerangan mengenai: Description: a. a. Mekanisme penyelarasan Piagam Pelanggan yang diwujudkan. Client Charter coordination mechanisms established. b. b. Penggubalan Piagam Pelanggan memenuhi ciri-ciri yang ditetapkan. Client Charter drafting meets the characteristics specified. c. c. Promosi piagam kepada pelanggan. Campaign charter to customers. d. d. Pemantauan, penilaian dan penambahbaikan kepada piagam. Monitoring, evaluation and improvements to the charter.

e. e. Pelaksanaan Pemulihan Penyampaian Perkhidmatan ( service recovery ). Recovery Implementation Service Delivery (service recovery). f. f. Penilaian dan penambahbaikan Piagam Pelanggan. Evaluation and improvement of Client Services. C3 Usaha-usaha Delighting the Customer C3 efforts Delighting the Customer (6 markah) (6 marks) Penerangan mengenai: Description: a. a. Kemudahan-kemudahan Facilities yang the disediakan provided untuk for memastikan ensure perkhidmatan yang diberikan memenuhi keperluan dan ekspektasi services provided meet the needs and expectations pelanggan. customers. b. b. Usaha-usaha tambahan yang telah dilaksanakan untuk melebihi Additional efforts that have been implemented for more than ekspektasi pelanggan. customer expectations. KRITERIA C : PENGURUSAN PELANGGAN CRITERIA C: MANAGEMENT OF CLIENTS (35 markah) (35 marks) Kriteria ini menilai pengurusan pelanggan dari aspek penetapan Criteria for evaluating this aspect of customer management setting misi perkhidmatan pelanggan, piagam pelanggan, pelaksanaan, mission of customer service, customer charters, implementation, promosi, pemantauan dan kajian kepuasan pelanggan. promotion, monitoring and customer satisfaction research.

Page 31 Page 3127 27 c. c. Perkhidmatan yang ditawarkan secara online: Services offered online: i. i. Bilangan perkhidmatan yang disediakan secara online termasuk Number of services provided online, including perkhidmatan sms; SMS services; ii. ii. Jenis-jenis perkhidmatan online yang disediakan; Types of services provided online; iii. iii. Usaha-usaha untuk menggalakkan penggunaan perkhidmatan Efforts to encourage use of services secara online; dan online and iv. iv. Tahap penggunaan. Level of consumption. d. d. Layanan melalui telefon. Use the telephone. e. e. Perkhidmatan helpdesk . Helpdesk services. f. f. Pelaksanaan Pemantauan Mengejut ( Mystery Shopping) : Implementation Monitoring Surprise (Mystery Shopping): i. i. Kerapan agensi melaksanakan pemantauan mengejut ( Mystery Kerapan agencies implement monitoring sudden (Mystery Shopping) ; dan Shopping); and

ii. ii. Tindakan penambahbaikan hasil daripada pemantauan mengejut Improvement actions resulting from monitoring sudden ( Mystery Shopping) . (Mystery Shopping). C4 Pengurusan Aduan C4 Complaints Management (7 markah) (7 points) Penerangan mengenai: Description: a. a. Mekanisme pengurusan aduan yang telah diwujudkan. Complaints management mechanism that has been created. b. b. Pelantikan Pengerusi Jawatankuasa Aduan. Appointment of Chairman of the Complaints Committee. c. c. Akuan terima yang dimaklumkan kepada pelanggan dalam tempoh masa Acknowledgment that communicated to the customer within yang ditetapkan. prescribed. d. d. Status tindakan susulan/penyelesaian dimaklumkan kepada pelanggan Status follow-up action / solutions to customers informed dalam tempoh masa yang ditetapkan. within the prescribed time. e. e. Aduan dibentangkan dan dibincangkan di dalam mesyuarat pengurusan Complaints presented and discussed in the meeting management utama. main. f. f. Bilangan/peratus penyelesaian aduan. Number / percentage of settlement of complaints. g. g. Laporan mengenai aduan awam dikemukakan kepada BPA /SUK Report on public complaints submitted to the CPA / SUK berdasarkan format yang ditetapkan. based on the prescribed format. h. p. Peratus Pegawai Khidmat Pelanggan yang telah menghadiri latihan yang The percentage of Customer Service Officer who has attended training berkaitan untuk meningkatkan kompetensi. Tool to enhance their competencies. C5 Kepuasan Pelanggan C5 Customer Satisfaction (12 markah) (12 marks) Penerangan mengenai: Description: a. a. Pengukuran kajian kepuasan pelanggan yang dijalankan oleh agensi. Measuring customer satisfaction survey conducted by the agency. b. b. Kekerapan pelaksanaan pengukuran kajian kepuasan pelanggan. Frequency implementation of customer satisfaction measurement research. (Contoh: Customer Satisfaction Survey (CSS)). (Example: Customer Satisfaction Survey (CSS)).

Page 32 Page 3228 28 c. c. Peratus tahap kepuasan pelanggan. Percent level of customer satisfaction. d. d. Kajian kepuasan pelanggan dilaksanakan sama ada secara menyeluruh Customer satisfaction studies conducted either as a whole terhadap perkhidmatan teras. of core services. e. e. Usaha-usaha penambahbaikan dilaksanakan hasil daripada kajian Improvement efforts undertaken as a result of the study kepuasan pelanggan. customer satisfaction. f. f. Usaha diambil untuk mengadakan Kajian Kepuasan Pelanggan secara Efforts undertaken to conduct a Customer Satisfaction Study

online . online. C6 Usaha-usaha Promosi C6 efforts Promotions (4 markah) (4 marks) Penerangan mengenai: Description: a. a. Saluran-saluran yang digunakan untuk menghebah/mempromosi Channels used to menghebah / promote mengenai usaha-usaha penambahbaikan ke atas sistem penyampaian about the efforts of improvements in the delivery system perkhidmatan kepada pelanggan. services to customers. b. b. Kajian keberkesanan ke atas usaha-usaha promosi yang telah Studies on the effectiveness of promotional efforts that have been dilaksanakan. implemented.