SISTEM PEMANTAUAN ADUAN AGENSI AWAM

(iSPAAA)

TECHNICAL SESSION

BIRO PENGADUAN AWAMJABATAN PERDANA MENTERI

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Introduction

What is iSPAAA?A centralize complaint management system for

all government ministry agencies.

To create a standard platform for handling of public’s complaints.

A system to analyze the nature of complaint data.

To allow BPA to analyze agencies’ complaint statistic information.

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 3

Introduction – cont’

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Why iSPAAA?Provide a structural and systematic way of

managing public’s complaints.

To improve agency’s service delivery to the public’s complaints.

Analysis of complaint data to determine and help to identify source of problem.

No lost or incorrectly registered of public’s complaints.

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 4

iSPAAA Module

iSPAAA consist of 2 Main Module

Agency Complaint Management Module A comprehensive complaint management system To manage and tracking of complaint received from

various channel/medium To generate various statistical reports

BPA Administrative, Monitoring and Statistic Reporting Module Centralize administration system for iSPAAA Online monitoring and tracking abilities Real-time statistic reports mining

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

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Agency Complaint Management Module

A complete cycle for complaint processing and tracking.

Provide various complaint receiving channelWebsite/PortalEmailLettersTelephoneFaxSMSCounterKioskCall Centre

Dynamic configuration of complaint workflow cycle

Complaint management with Service Level Agreement (SLA)

Real-time Reporting

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 6

Agency Complaint Management Module – cont’

Basic Functionalities:Receiving/Registration of ComplaintsClassification of ComplaintsCase Assignment/EscalationCase Management & InvestigationCase ResolutionReopen of CaseMonitoring of Complaint StatusComplaint Database / Knowledge BaseStatistic & Graphical ReportsConfigurable Complaint Workflow CycleConfigurable Service Level Agreement (SLA)Helpdesk

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

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Agency Complaint Management Module – cont’

ReceivingComplaint

Identify Complainant& Complaint

Automate/ManualAssignment toGroup/Person

Acceptance of Case

Investigation / ActionProcess

SLA R

eminder &

Notifications

Tracking, Monitoring &

Reporting

Process Flow

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Resolve?

No

High Level Management

Discussion

Case Closure Notification of result to complainant

Yes

Reopen Case?

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BPA Administrative, Monitoring and Statistic Reporting Module

Managing of agency accounts

Real-time monitoring of agency data and activities

Data-mining center to consolidate and analysts’ statistical data from all government agency

Helpdesk Support

Announcement Management

Basic Functionalities:Account ManagementOnline Monitoring & TrackingData Mining & Data Consolidation Executive DashboardStatistical & Graphical Reporting

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 9

iSPAAA User RoleAgency’s Supervisor Management Dashboard Tracking & Monitoring Assignment/Re-assignment Statistic reporting Define Service Level Agreement Workflow configuration Manage Knowledge Base Manage Document Template Manage User Account & Access

BPA Management User Management Dashboard Tracking & Monitoring Management Reporting Announcement

BPA Administrator Agency Account Management Helpdesk support Application Setting

Complainant (Online) Submit complaint Complaint status inquiry

Agency’s Complaint Officer Register complaint Assignment/Re-assignment Work Log/Action Log Electronic document attachment Generate letters Case resolve/closure Merge similar complaints Inquiry/searching of complaint Statistic report Monitoring BPA complaint Real-time communication & work

collaboration

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

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Key Features of iSPAAA Web-base Real-time Communication &

Work Collaboration

Integrated with BPA iAduan System

Executive Dashboard Real-time Reporting Intelligent Searchable

Knowledge Base Personalization Multi-lingual Support

Alert & Notification Customizable Workflow Configurable SLA SOA for External Data

Exchange Dynamic Parameter

Setup Dedicated Database

Storage

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 11

iSPAAA Application Architecture

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

Copyright © 2005 Business Objects S.A. All rights reserved.Slide 12

Technology ArchitectureTechnologies Used:

Java / J2EE

Struts (MVC Framework)

AJAX / XML

JSP / HTML / DHTML / Javascript / CSS

JDBC / RMI / JMS

Java-Mail

Service Oriented Architecture (SOA)

Jasper Report / iReport

SSL

Data Warehousing / Business Intelligent

BIRO PENGADUAN AWAM, JABATAN PERDANA MENTERI

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Database Scheme Architecture

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BPA Network Architecture

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Network Behaviour:Centralize Data Center

Cluster Server Pair deployment architecture

No single point of failure

Workload Balancing

High Availably

Failover Capability

TERIMA KASIH

BIRO PENGADUAN AWAMJABATAN PERDANA MENTERI