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CUSTOMER
SATISFACTION INDEX
2019
FOR
UNIT PEMODENAN TADBIRAN
DAN PERANCANGAN
PENGURUSAN MALAYSIA
(MAMPU)
Mesyuarat Jawatankuasa Teknikal Projek MyGov*Net Bil 5/2020 2
Tujuan
Memaklumkan kepada ahli Mesyuarat Jawatankuasa Pemandu
MyGov*Net berkenaan hasil Kajian Kepuasan Pelanggan
MyGov*Net bagi tahun 2019.
CONTENT
•Overview
• 2019 Topline Result
•Overall Performance Summary
3
Customer Satisfaction Index (CSI)
survey is to measure the product
and service performances based
on customers experience that lead
to opportunities to improve the
business and maintain the service
excellence.
This CSI study for MyGov*Net
Project (formerly known as
1Gov*Net) was implemented since
2013 and being conducted by a
research consultant, namely
KANTAR Malaysia.
CSI study for MyGov*Net (formerly
known as 1Gov*Net) Project has been
carried out annually as stipulated in
the clause 8.9.1 of the LTC 1Gov*Net
Contract.
Introduction
In early 2019, the CSI study for
MyGov*Net.Global Project has been
started in two (2) locations –
Jakarta & Singapore as a baseline.
Then it has been expanded to
another 3 locations – Yangon,
Manila & New Delhi.
Overview
4
MyGov*Net CSI 2019 Main Wave program is a research conducted by Kantar towards
measuring, monitoring and managing customer relationships to identify key focus areas for
short and long term improvements
KEY OBJECTIVE
FIELDWORK
PERIOD
DATA
COLLECTION
METHOD
4th October 2019 - 27th December 2019
Based on database provided by GITN :
MyGov*Net.WAN• Online Survey
• Telephone Interview
• Face to Face Interview
MyGov*Net.PCN• Telephone Interview
• Face to Face Interview
MyGov*Net.Global• Online Survey
• Telephone Interview
• Face to Face Interview
Research DesignOverview
Product ProductsTotal Achievement
Target 2019 %Achievement Method
2018 2019
MyGov*Net WAN
End User 381 380 380 100%
i. Online Survey
ii. Telephone
Interview
iii. Face to Face
Interview
MAMPU 10 10 10 100%
HQ 103 86 100 86%
Total 494 476 490 97%
MyGov*Net PCN
HQ 101 89 100 89%
MAMPU 10 11 10 110%
Total 111 100 110 91%
MyGov*Net
Global
End User 7 30 40 75%
MAMPU 5 5 5 100%
HQ 5 5 5 100%
Total 17 40 50 80%
Total Achievement 622 616 650 95% 6
Sample Size AchievementOverview
Customer Segment
Touch Point
MyGov*Net.WAN
Account Management
PMO
MAMPU Project Team
Service Delivery & Installation
Service Restoration
Helpdesk
Service Reporting
Product
Project Management
MAMPU HQ END USER
MyGov*Net.PCN
MAMPU END USER
MyGov*Net.Global
MAMPU HQ END USER
Overview
7
Overview
Segment Touch points
AGENCY
CONTENT
•Overview
• 2019 Topline Result
•Overall Performance Summary
8
2019 Topline Result• Product Performances
• Overall MyGov*Net
• MyGov*Net WAN
• MyGov*Net PCN
• MyGov*Net.Global
• Quality of Relationships (QoR)
9
87 88 93
MW 2017 MW 2018 MW 2019
Overall MyGov*Net
Both MyGov*Net WAN and MyGov*Net PCN improved their 2019 scores. Similar situation for
MyGov*Net Global as well although the product is only as a baseline
87 91 95
MW 2017 MW 2018 MW 2019
MyGov*Net WAN
76 78 81
MW 2017 MW 2018 MW 2019
MyGov*Net PCN
TR*IM TELCO BENCHMARK
GLOBAL ASIA 2019
84
66
50
79
62
47
TOP 10%
AVERAGE
BOTTOM 10%
+4
Increased compare to 2018 Maintain compare to 2018 Decrease compare to 2018
7282
MW 2018 MW 2019
MyGov*Net Global
+10+3
+5
*MyGov*Net Global is baseline and not calculated to the Overall MyGov*Net index*10
TRiM Overall
11
Also seen are reductions in proportion of Critics from both segments. Customer retention for
MyGov*Net is also further strengthened in 2019.
8 11 69 6
6
29 25 29
54 58 59
MW 2017 MW 2018 MW 2019
Overall MyGov*Net
7 13 716 1 7
1241 42
6545 44
2016 2017 2018
MyGov*Net PCN
GLOBAL ASIA 2019
40
26
24
29
30
13
APOSTLES
MERCENARIES
HOSTAGES
QOR TELCO BENCHMARK
10 28 CRITICS
Apostles Mercenaries Hostages Critics
8 9 69 7 6
29 26 26
54 58 62
2017 2018 2019
MyGov*Net.WAN
245
18
8
33
58 54
2018 2019
MyGov*Net Global
*MyGov*Net Global is baseline and not calculated to the Overall MyGov*Net index*
+1
+4
0
-5
YoY
+4
0
-1
-3
YoY
-1
+1
+6
-6
YoY
-4
+33
-10
-19
YoY
QoR Overall
12n
87 91 95
2017 2018 2019
82 77 83
2017 2018 2019
HQ
89 95 98
2017 2018 2019
End User
71 71 67
2017 2018 2019
MAMPU
MyGov*Net WAN is doing better in 2019 with 4 points increase supported by improved performance by end user and HQ. However, there is a drop in scoring for MAMPU which need to be looked seriously into.
M y G o v * N e t W A N O v e r a l l
T R I * M I n d e x
Increased compare to 2018 Maintain compare to 2018 Decrease compare to 2018
TR*IM TELCO BENCHMARK
GLOBAL ASIA 2019
84
66
50
79
62
47
TOP 10%
AVERAGE
BOTTOM 10%
+4
+3+6
-4
TRiM WAN
8 9 69 7 6
29 26 26
54 58 62
2017 2018 2019
MyGov*Net
7 8 69 8 6
28 21 22
56 63 66
2017 2018 2019
End User
12 10 7
114 7
25 45 41
5241 45
2017 2018 2019
HQ
10 20
70 40100
2040
2017 2018 2019
MAMPU
M y G o v * N e t WA N
Q u a l i t y o f R e l a t i o n s h i p I n d e x
13
GLOBAL ASIA 2019
40
26
24
29
30
13
APOSTLES
MERCENARIES
HOSTAGES
QOR TELCO BENCHMARK
10 28 CRITICS
Looking into TRI*M typology, MyGov*Net WAN has an increased overall loyalty with more
Apostles. However, a concern for MAMPU need to be focused on where all 10 respondents
have been converted into Mercenaries.
Apostles Mercenaries Hostages Critics
+4
0
-1
-3
YoY
+3
+1
-2
-2
YoY
+4
-4
+3
-3
YoY
-40
+60
0
-20
YoY
QoR WAN
76 78 81
2017 2018 2019
M y G o v * N e t P C N
T R I * M I n d e x
77 80 84
2017 2018 2019
END USER
59 5649
2017 2018 2019
MAMPU
14
Consistent improvement of PCN performance Year-on-Year supported by increment of index for End User. However, similar to MyGov*Net WAN for MAMPU, the significant decline continues which require urgent intervention programs.
+3
+4
-7
TR*IM TELCO BENCHMARK
GLOBAL ASIA 2019
84
66
50
79
62
47
TOP 10%
AVERAGE
BOTTOM 10%
TRiM PCN
Increased compare to 2018 Maintain compare to 2018 Decrease compare to 2018
M y G o v * N e t P C N
Q u a l i t y o f R e l a t i o n s h i p I n d e x
7 13 716 1 7
1241 42
6545 44
2017 2018 2019
12 8 31 6 7
42 36 42
45 50 48
2017 2018 2019
END USER
30 30 36
10 10 930 40
46
30 209
2017 2018 2019
MAMPU
15
Although the overall relationship for PCN is stable, a lot of respondents from MAMPU have been converted into critics (highly dissatisfied) and mercenaries (looking for better deals around). The apostles were shrinking significantly.
Apostles Mercenaries Hostages Critics
-1
-1
+6
-6
YoY
-2
+6
+1
-5
YoY
-11
+6
-1
+6
YoY
GLOBAL ASIA 2019
40
26
24
29
30
13
APOSTLES
MERCENARIES
HOSTAGES
QOR TELCO BENCHMARK
10 28 CRITICS
QoR PCN
7282
2018 2019
M y G o v * N e t G l o b a l
T R I * M I n d e x
16
88
106
2018 2019
HQ
54
76
2018 2019
End User
8094
2018 2019
MAMPU
MyGov*Net Global has improved in 2019 supported by great scores by HQ and MAMPU which are among the best if being benchmarked globally.
+10
+22
+18+14
TR*IM TELCO BENCHMARK
GLOBAL ASIA 2019
84
66
50
79
62
47
TOP 10%
AVERAGE
BOTTOM 10%
TRiM Global
Increased compare to 2018 Maintain compare to 2018 Decrease compare to 2018
M y G o v * N e t G l o b a l
Q u a l i t y o f R e l a t i o n s h i p I n d e x
245
18
8
33
58 54
2018 2019
42
7
29
10
33
2950
2018 2019
END USER
20
60
80
40
2018 2019
MAMPU
17Apostles Mercenaries Hostages Critics
20
80100
2018 2019
HQ
Although the number of apostles has reduced slightly, the critics has been diminished by half, resulting in a better score for MyGov*Net Global for 2019
-4
+33
-10
-19
YoY
+21
+33
-19
-35
YoY
+20
0
-10
0
YoY
-40
+60
0
-20
YoY
GLOBAL ASIA 2019
40
26
24
29
30
13
APOSTLES
MERCENARIES
HOSTAGES
QOR TELCO BENCHMARK
10 28 CRITICS
QoR Global
18
2019 Topline Result
• Touch points Performance
• Summary Verbatim
MyGov*Net WAN LEGEND
ACCOUNT
MANAGEMENT
MAMPU PROJECT
TEAM
DELIVERY &
INSTALLATION RESTORATION HELPDESK SERVICE
REPORTINGPRODUCT 4P’s
M y G o v * N e t W A N
E N D U S E R
2019 Score
(2018 Score)
Leverage
97
(96)
4
101
(99)
6
105
(95)
4
100
(93)
8
M y G o v * N e t W A N
H Q
2019 Score
(2018 Score)
Leverage
93
(87)
6
92
(81)
4
92
(83)
4
93
(84)
8
96
(89)
4
97
(85)
6
90
(84)
3
T O U C H P O I N T P E R F O R M A N C E
RED – Decline from MW 2018, GREEN – Increase from MW 2018. PURPLE – Leverage 19
Generally, it was a better performance across all touchpoints for MyGov*Net WAN except for MyGov*Net WAN MAMPU product which is reflective on MyGov*Net WAN MAMPU declining index.
MyGov*Net WAN LEGEND
ACCOUNT
MANAGEMENT PMO MAMPU PROJECT
TEAM
DELIVERY &
INSTALLATION RESTORATION HELPDESK
SERVICE
REPORTINGPRODUCT 4P’s
M y G o v * N e t W A N
M A M P U
2019 Score
(2018 Score)
Leverage
77
(70)
3
74
(71)
5
74
(74)
5
73
(75)
5
(XX) – 2018 scores
TP WAN
MyGov*Net PCN LEGEND
ACCOUNT
MANAGEMENTPMO
MAMPU PROJECT
TEAM
DELIVERY &
INSTALLATIONRESTORATION HELPDESK
SERVICE
REPORTINGPRODUCT 4P’s
M y G o v * N e t
P C N E N D U S E R
2019 Score
(2018 Score)
Leverage
95
(84)
3
96
(83)
6
92
(83)
7
92
(91)
3
97
(87)
7
94
(82)
4
M y G o v * N e t
P C N M A M P U
2019 Score
(2018 Score)
Leverage
53
(62)
6
51
(54)
6
50
(60)
3
59
(44)
3
49
(66)
7
T O U C H P O I N T P E R F O R M A N C E
20
As for MyGov*Net PCN MAMPU, urgent improvement plan must be implemented since all touchpoints (except for service report) are lower as compared to last year. Expectation of MAMPU must been met since they are critical stakeholders
TP PCN
RED – Decline from MW 2018, GREEN – Increase from MW 2018. PURPLE – Leverage (XX) – 2018 scores
21
MyGov*Net Global LEGEND
PROJECT
MANAGEMENT
MAMPU PROJECT
TEAM
DELIVERY &
INSTALLATION
RESTORATION HELPDESK SERVICE
REPORTING
PRODUCT 4Ps
M y G o v * N e t G l o b a l 2019 Score
(2018 Score)
Leverage
98
(76)
5
114
(76)
9
91
(77)
2
97
(62)
4
99
(79)
4
94
(83)
6
94
(82)
6
T O U C H P O I N T P E R F O R M A N C E
For MyGov*Net Global, important touchpoints to customers such as MAMPU Project Team are doing well. Sustain the performance to ensure a great customer experience.
TP Global
RED – Decline from MW 2018, GREEN – Increase from MW 2018. PURPLE – Leverage (XX) – 2018 scores
Snapshots customers verbatim… Overall Performance
Sebab kalau saya bagi 5 maknanya dah
perfect tapi ini banyak lagi yang boleh
perbaiki dari segi tindak balas response
pada masalah dan online trouble shooting.
KDN / IBU PEJABAT RELA NEGERI
SABAH (KPKPS) (KONSO))
Never encounter any
problem when I using the
application, so is quite nice
MyGov*Net WAN
KDN SARAWAK
Positive Feedback
Dari segi down time jarang
sekali
KEM PEMBANGUNAN LUAR
BANDAR, P.PINANGSebab kalau GITN dia orang sangat fast
response dan bagi saya kalau apa apa
masalah dia orang memang terus baiki
dengan cepat dengan baik dan even dia
orang memang bantu kita untuk cari kalau
ada masalah apa-apa dan response dia
orang sangat baik
PEJABAT PENASIHAT UNDANG-
UNDANG NEGERI PERAK
1) Maklumbalas atau respond help
desk dan pegawai terlibat
memuaskan
2) Penjelasan berkaitan sesuatu
permohonan diterangkan dengan baik
& mudah difahami
3) Permohonan melalui online sangat
memudahkan
MOT, WP
KUALA LUMPUR Sebab kita guna whatsapp ,kalau kita tak
tahu mana nak buat aduan,
Bila tanya on the spot dia jawab. Ada
system down dia suruh pergi MyGov Serv
buat permohonan dia jawab masa itu juga.
Kalau ada blackout dia pergi command
dan GITN akan call beritahu device down.
Konsisten SLG dan perkhidmatan
sekuriti
Keselamatan ICT Dan kos talian
boleh dikurangkan atau tambah
bandwidth tanpa kos tambahan.
MESTECC,
SELANGOR
JPM, WP
KUALA LUMPUR
JPM, MAMPU SELANGOR
Kadang-kala lambat, delay dan tiada
respons daripada you dah okay
ataupun belum, sampai kita orang tanya
tanya dah okay atau belum
KPWKM, SELANGOR
Dari segi access kurang sikit
Bagi saya yg baru punya ini, so far tak
sampai apa maklumat ataupun macam
tukar pakej ke atau tidak.
MyGov*Net tiada info pasal changes.
MOH, WP
KUALA LUMPUR
KEMENTERIAN AIR,
TANAH DAN SUMBER
ASLI, P.PINANG
Menaik taraf kelajuan lambat
KEM.PERTAHANAN
P.PINANG
Tempoh pemasangan terlalu lama.
KPM, WP
KUALA LUMPUR
Minta naik taraf tidak dapat response.
JPM PUTRAJAYA
Negative Feedback
Ada ruang penambahbaikan
terutamanya dari segi tempoh kelulusan
utk sesuatu permohonan.
KEM. PEMBANGUNAN
LUAR BANDAR WP KL
Bila ramai staff line tidak boleh
tampung penggunaan dan
pembahagian tidak betul .
MED,JOHOR
Snapshots customers verbatim… Overall Performance
The current access to internet is far better than
the previous one. There is no lag and a better
reception both from the landline and the wireless
connection. This in return provides a better
environment for the workplace and completion of
workload at a better pace.
MALAWAKIL SINGAPURA
Perkhidmatan yang disediakan
memudahkan kerja-kerja seharian
dan mobiliti perkhidmatan ini boleh
diakses di beberapa devices amat
membantu.
MyGov*Net Global
MALAWAKIL INDIA
Positive Feedback
MyGov*Net dari segi password, good
security. Terus masuk email. Tiada masalah.
bukan loading lama.
MALAWAKIL JAKARTA
Setakat ini, servis di embassy
provide, memang tak da masalah.
MALAWAKIL FILIPINA
Sebarang permasalahan dapat
diselesaikan dengan kadar segera dengan
bantuan pegawai yang bertugas 24 jam
Membantu mengurangkan kos yang
ditanggong olih KLN dan
perkhidmatan mempunyai staff yang
mencukupi untuk memantau 24/7
helpdesk perkhidmatan rangkaian
MyGov*Net Global yang diberi olih
perwakilan dan GITN mempunyai
established team
KLN HQ
MALAWAKIL MYANMAR
Tak berapa coverage di India. lambat
MALAWAKIL INDIA
Waktu gunakan mula , banyak
masalah network drop. dari segi
speed tak laju dan biasa saja.
banyak kali drop dan offline
Because sometimes having difficulty to
connectMALAWAKIL JAKARTA
Sometimes there were disturbances
in the connection.
So far di kedutaan internet laju. Cuma
di Indonesia , website kerajaan tak
boleh buka. Cuma setengah portal mcm
Majlis Peperiksaan Malaysia
Negative Feedback
Kestabilan kelajuan
MALAWAKIL FILIPINA
Recommendation
JPM MAMPU SELANGOR
Kawalan dari segi permohonan
peruntukkan, kawal selia pelaksanaan dari
sudut perkakasan, perisian sumber tenaga
manusia di lokasi terlibat, dapat di urus, di
pantau dan di selia dengan terurus dengan
kerjasama Agensi antara Mampu dan
Agensi terlibat.
KLN HQ
Perlu diteruskan kerana ia memberi
impak yg positif kepada kerajaan
MALAWAKIL INDIA
MALAWAKIL JAKARTA
MALAWAKIL JAKARTA
Snapshots customers verbatim… Overall Performance
So far ok for uptime, delivery in terms of
staff technical knowledge, now less
disruption and no problem when we make
any changes.
PUSAT INFRASTUKTUR DATA
GEOSPATIAL NEGARA (MACGDI)
Kerjasama pihak pembekal dgn
pelanggan yg baik serta prestasi
yg bagus
MyGov*Net PCN
JPM MAMPU SELANGOR
Positive Feedback
Reliable network
JABATAN PERPADUAN
NEGARA DAN INTEGRASI
NASIONAL (JPNIN)
Kebanyakan perkhidmatan yg diberikan
memenuhi SLG yg ditetapkn.
Walaubagaimanapun perlukan byk
penambahbaikan lagi terutama dlm PCN 2.0.
JPM MAMPU SELANGOR
Sebab MyGov*Net dia semuanya
sistematik dari segi proses dan
permohonan talian dan dia ada SOP
yang jelas.
JABATAN KASTAM
DIRAJA MALAYSIA
Berjaya menaik taraf teknologi dan produk
rangkaian dalam tempoh 5 tahun ini.
Sebab berpuas hati dengan
perkhidmatan yang diberikan
SURUHANJAYA
INTEGRITI & AGENSI
PENGUATKUASAAN
KEMENTERIAN PERTANIAN DAN
INDUSTRI ASAS TANI (MOA)
Banyak masaalah dan pelaksanaan di
peringkat pengguna yang tidak stabil
JPM MAMPU SELANGOR
PCN 1.0 memuaskan, PCN MS
masih perlu byk penambahbaikan
yg perlu dilaksanakan
Solution dan produk yang digunakan
kurang memuaskan.
JPM MAMPU SELANGOR
Talian yang baik tetapi kurang
stabil
BAHAGIAN MUFTI, JAB
KEMAJUAN ISLAM
MALAYSIA (MUFTI)sme down time / helpdesk lambat reply
ticket.
Negative Feedback
Mengharapkan GITN mempunyai team serta engineer
yg mempunyai kemahiran yg tinggi berkaitan
rangkaian dan keselamatan
JPM MAMPU SELANGOR
JPM MAMPU PUTRAJAYA
Tindakan pantas team PCN
menyelesaikan permohonan dalam portal
MyGov OSF
KPWKM
Recommendation
JPM MAMPU
SELANGOR
Solution dan produk yang ditawarkan
hendaklah memenuhi spesifikasi sebenar
projek dan perlu berusaha bagi
memastikan keperluan ini dipenuhi bagi
memastikan perkhidmatan ini boleh
digunakan dan diuruskan dengan lebih
baik. Kompetensi dalam pengurusan projek
perlu dipertingkatkan.
JPM MAMPU SELANGOR
Meningkatkan prestasi dalam
menguruskan projek PCN 2.0.
Meningkatkan keupayaan PMO PCN
dlm membantu Mampu dlm pengurusan
PCN. Minit mesyuarat hendaklah
disiapkan mematuhi standard.
Kepatuhan dlm setiap keputusan yg
telah dibuat dlm JKT, JKP dan JKP
Khas.
JPM MAMPU SELANGOR
Snapshots customers verbatim… Overall Performance
The current access to internet is far better than
the previous one. There is no lag and a better
reception both from the landline and the wireless
connection. This in return provides a better
environment for the workplace and completion of
workload at a better pace.
MALAWAKIL SINGAPURA
Perkhidmatan yang disediakan
memudahkan kerja-kerja seharian
dan mobiliti perkhidmatan ini boleh
diakses di beberapa devices amat
membantu.
MyGov*Net Global
MALAWAKIL INDIA
Positive Feedback
MyGov*Net dari segi password, good
security. Terus masuk email. Tiada masalah.
bukan loading lama.
MALAWAKIL JAKARTA
Setakat ini, servis di embassy
provide, memang tak da masalah.
MALAWAKIL FILIPINA
Sebarang permasalahan dapat
diselesaikan dengan kadar segera dengan
bantuan pegawai yang bertugas 24 jam
Membantu mengurangkan kos yang
ditanggong olih KLN dan
perkhidmatan mempunyai staff yang
mencukupi untuk memantau 24/7
helpdesk perkhidmatan rangkaian
MyGov*Net Global yang diberi olih
perwakilan dan GITN mempunyai
established team
KLN HQ
MALAWAKIL MYANMAR
Tak berapa coverage di India. lambat
MALAWAKIL INDIA
Waktu gunakan mula , banyak
masalah network drop. dari segi
speed tak laju dan biasa saja.
banyak kali drop dan offline
Because sometimes having difficulty to
connectMALAWAKIL JAKARTA
Sometimes there were disturbances
in the connection.
So far di kedutaan internet laju. Cuma
di Indonesia , website kerajaan tak
boleh buka. Cuma setengah portal mcm
Majlis Peperiksaan Malaysia
Negative Feedback
Kestabilan kelajuan
MALAWAKIL FILIPINA
Recommendation
JPM MAMPU SELANGOR
Kawalan dari segi permohonan
peruntukkan, kawal selia pelaksanaan dari
sudut perkakasan, perisian sumber tenaga
manusia di lokasi terlibat, dapat di urus, di
pantau dan di selia dengan terurus dengan
kerjasama Agensi antara Mampu dan
Agensi terlibat.
KLN HQ
Perlu diteruskan kerana ia memberi
impak yg positif kepada kerajaan
MALAWAKIL INDIA
MALAWAKIL JAKARTA
MALAWAKIL JAKARTA
CONTENT
•Overview
• 2019 Topline Result
•Overall Performance Summary
26
CSI 2019 Overall Performance Summary
Continued solid improvement was recorded by
MyGov*Net.WAN and MyGov*Net.PCN largely
contributed by End User segment. Accordingly, the
share of Apostles has increased and Hostages &
Mercenaries have declined as well.
However, serious attention to be given as there is a
drop in performance for MAMPU, with concern that the
respondents have been converted to Mercenaries.
The score for MyGov*Net Global is on the good
increasing traction as well. Satisfactory
performance was recorded at overall
MyGov*Net.Global level.
OVERALL
TOUCHPOINT
MyGov*Net WAN• Key touchpoint for MyGov*Net WAN should
prioritized on Product at MAMPU segment which
has declined as compared to improved
performance by all other touchpoints.
MyGov*Net PCN• For 2020, PCN attention should be focused on
improvement at 4 main touchpoints at MAMPU
segments which are Product, Account
Management, PMO and Delivery & Installation.
MyGov*Net Global• MyGov*Net Global should sustain the performance at all
touchpoints to ensure great customer journey experience.
11 2
3
1 2
3
Moving forward Action Plans
1. To get clear requirement from MAMPU on the content through discussion /
meeting.
2. Pre-define and commit the timeline for each slide, minute and report. (PMO
/ PCN)
i. Monthly Minute of Meeting - a week after meeting
ii. Minute of Meeting besides monthly - 4 days after meeting
iii. Slide presentation - 1 day before meeting
iv. Monthly report - within 5 working days of every month
v. Incident report - 3 days after request.
vi. Any Ad-hoc report – GITN/MAMPU need to agree on the timeline &
format of the report.
1
To register the issue to Principal using Cisco Support Case Manager (Ticketing System
between GITN with Cisco) (PCN)
2
To update/upgrade patches of devices to make it become more stable and
reliable. (PCN)
3
Start date: May 2020
End date: Continuous
Start date: May 2020
End date: Continuous
Start date: May 2020
End date: Continuous
B07: Provide document as per
request within timeline (slide,
minute, report, etc.)
Segment : PCN MAMPU - PMO
Attributes Action Plans / Initiatives Target Completion
E02: Reliability of the service
Segment : PCN MAMPU - Product
E03: Security related services like
Firewall, IPS and Content Filtering
Segment : PCN MAMPU - Product
Moving forward Action Plans…continue
To upgrade critical site to the higher SLG and expedite migration copper to fibre
technology for better service availability (SBO)
4Start date: May 2020
End date: Dec 2020
Attributes Action Plans / Initiatives Target Completion
E04: Restoration time base on SLG
Segment : MyGov*Net HQ – Service
Restoration
To effectively engage with partner / users on awareness of the products via
change management program thru physical interaction or online
platform/social media at planned interval (InfoSec/BS)
5
Start date: June 2020
End date: Continuous
D06: Provides clear information on
security and non-security products
such as Firewall, LAN Services,
MyGov * Net Mobile and Content
Filtering
Segment : MyGov*Net MAMPU –
Product
THANK YOU
30
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