CUSTOMER SATISFACTION

INDEX

2018

FOR

UNIT PEMODENAN TADBIRAN

DAN PERANCANGAN

PENGURUSAN MALAYSIA

(MAMPU)

What we will cover today

• 2018 Topline Findings

• Overview

• Overall Summary

• Moving Forward Action

Plans

Overview

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.

MyGov*Net Services has been expanded at Malaysian embassy in overseas known as

MyGov*Net.Global. Currently,. CSI study for MyGov*Net .Global Project has been

conducted in to two (2) locations – Jakarta & Singapore in early 2019 as a

baseline.

Introduction

This CSI study for MyGov*Net Project (formerly known as 1Gov*Net) was

implemented since 2013 and being conducted by a research consultant, namely

Taylor Nelson Sofres Research Malaysia (TNS).

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.

2013

2014

2015

2016

2017

Product: 1Gov*Net

Sample size : 550

Achievement: 339

Product: 1Gov*Net & PCN

Sample size : 600

Achievement : 632

Product: 1Gov*Net

Sample size : 550

Achievement: 358

Product: 1Gov*Net & PCN

Sample size : 550

Achievement: 555

Product: 1Gov*Net

Sample size : 445

Achievement: 228

2018

Product: MyGov*Net & PCN

Sample size : 600

Achievement : 605

2018

Product : MyGov*Net Global

Sample size: 30

Achievement : 17

Global :To review method of the survey in 2019

Over the times, more products and sample size being allocated in managing customer

satisfaction in MyGov*Net project

2019 will

have similar

study design

as per 2018

Brief Background of the Study Overview

CSI 2018 Fieldwork StudyOverview

Fieldwork Study Start : Oct 2018

End : Dec 2018

MyGov*NetStart : Oct 2018

End : Dec 2018

PCNStart : End Jan 2019

End : Mid March 2019

MyGov*Net.Global

01

Customer Segment MAMPU

HQ

End User

MyGov*Net

MAMPU

End User

PCNMAMPU

KLN HQ

End User

(KLN Singapore/Jakarta & Agency)

MyGov*Net.Global

02

Touch PointMyGov*Net

03Account Management

PMO

MAMPU Project Team

Service Delivery & Installation

Service Restoration

Helpdesk

Service Reporting

Product

Project Management

MAMPU HQ END USER

PCN

MAMPU END USER

MyGov*Net.Global

MAMPU HQ END USER AGENCY

MyGov*Net CSI 2018 program has been conducted by TNS towards measuring,

monitoring and managing customer relationships and hence identify and improve on

various business processes in the relationship.

Based on database provided:

• All interviews are conducted through Face-to-face (F2F) interview except for

MyGov*Net End User; using Computer Aided Telephone Interview (CATI).

• Online method has been used for End User for MyGov*Net.Global, meanwhile F2F

interview have been done to KLN HQ and MAMPU respondents.

Key Objectives

Sample Size

Data Collection Method

Product Segment Target Achieved Methodology

MyGov*Net

END USER 380 381 CATI

HQ 100 103 F2F

MAMPU 10 10 F2F

PCNEND USER 100 101 F2F

MAMPU 10 10 F2F

Research Design

600 605TOTAL

Product Segment Target Achieved Methodology

MyGov*Net.Global

END USER 20 7 Online

KLN HQ 5 5 F2F

MAMPU 5 5 F2F

30 17TOTAL

1

2

Singapore (KLN:3)

Jakarta (KLN:2; Agency:2)

Overview

An overview of TRI*M Methodology In nutshell, TRI*M are :

From the 4 TRI*M questions, 3

analysis tools can be derived :

•TRI*M Index – One number score that

yields customer’s experience on

retention and their commitment

towards our products/services. Also

provide benchmarking at product and

industry level.

•TRI*M Typology – Analysis on types

of customer relationship and their

loyalty towards our services.

•TRI*M Grid – Analysis that can

identify and prioritize of performance

on products and touchpoints for

improvement actions.

TRI*M methodology provides

customer experience insights

in holistic and transactional

manners that are beneficial for

improvement actions and

serving customers better

2 3

1. Dengan mengambil kira kesemua pengalaman serta pengetahuan

Tuan/Puan mengenai pembekal Perkhidmatan tersebut, Tuan/Puan

boleh memberi penilaian PRESTASI kepada Perkhidmatan

MyGov*Net/PCN secara keseluruhan. Sila nilai berdasarkan skala

di bawah?

Cemerlang – Amat bagus – Bagus – Sederhana -Lemah

2. Berdasarkan pengalaman Tuan/Puan sepanjang menggunakan

Perkhidmatan MyGov*Net/PCN, adakah Tuan/Puan akan

mengesyorkan kepada agensi-agensi lain yang tidak melanggan

Perkhidmatan MyGov*Net/PCN? (SA) Sila nilai berdasarkan skala di

bawah?

Mesti – Kemungkinan besar - Mungkin – Mungkin tidak - Pasti tidak

3. Jika ada pembekal lain yang boleh menyediakan perkhidmatan

yang hampir sama dengan MyGov*Net/PCN, adakah Tuan/Puan

akan terus menggunakan MyGov*Net/PCN? Sila nilai berdasarkan

skala di bawah.

Mesti – Kemungkinan besar - Mungkin – Mungkin tidak - Pasti tidak

4. Berdasarkan pengetahuan Tuan/Puan mengenai kebaikan dan

kelebihan pembekal lain, sejauh manakah Tuan/Puan menilai

kebaikan serta kelebihan Perkhidmatan MyGov*Net/PCN? Sila nilai

berdasarkan skala di bawah.

Amat memuaskan – Sangat memuaskan – Memuaskan – Kurang

memuaskan – Tidak memuaskan

1TRI*M is a global tool used to measure

customer’s experience on retention / commitment

based on 4 globally standardize questions :

• 2-Satisfaction Qs

• 2-Loyalty Qs

Sa

tis

fac

tio

nLoyalty

8

What we will cover today

• 2018 Topline Findings

• Overview

• Overall Summary

• Moving Forward Action

Plans

2018 Topline Findings• Product Performances

• MyGov*Net

• PCN

• MyGov*Net.Global

• Quality Of Relationships (QoR)

9

MyGov*Net project has stable performance for the past 3 years and above Top 10% benchmark

• PCN performance is a baseline for year 2016 & 2017

• MyGov*Net project performance is inclusive of PCN starting year 2018

• MyGov*Net.Global for 2018 is a baseline index

+1pt

+4pts+2pts

MyGov*Net Overall (TRI*M Index)

72

MyGov*Net.Global

2018

TRI*M Index

+4pts

+6pts -5pts

MyGov*Net (TRI*M Index)

MyGov*Net performance in 2018 is significantly positive as compared to year

2017, largely contributed by End User segment.

TRI*M Index

Share of Apostles has increased with a drop in Mercenaries & Hostages for

MyGov*Net in 2018 which is well above the benchmark globally & regionally MyGov*Net (Quality of Relationship)

Apostles Mercenaries Hostages Critics

-11

*Index in percentage (%)

+4

+1

+7

+1-2

+20

+10

n= 381 n= 103 n= 10

QoR

+2pts

+3pts-3pts

PCN (TRI*M Index)

Overall performance for PCN showed an improvement by 2pts against 2017

which is well within the average benchmark globally and regionally

TRI*M Index

PCN (Quality of Relationship)

Share of Apostles has improved at END USER’s segment as well as at overall

level significantly in all segments. Nonetheless, close attention need to be given

to MAMPU to increase share amongst Apostles as they are now below the

benchmark

Apostles Mercenaries Hostages Critics

*Index in percentage (%)

+2

-3

+5

-4

-10

n=101n=10

QoR

• MAMPU n=5, KLN HQ n=5, END USER n=7

• END USER is a combination of KLN Jakarta + KLN Singapore + Agencies

Index is baseline

MyGov*Net.Global managed to perform beyond Global average benchmark which mainly driven by strong performance in KLN HQ. Great shares of Apostles overall as well

n= 5 n= 5 n= 7n= 17

TRI*M Index / QoR

2018 Topline Findings – MyGov*Net• Touch points Performance

• Grid Analysis

These touch points are where MyGov*Net/PCN perform

strongly, but are of low importance. These should be

maintained and no further investment or resource is needed at

this stage.

These are touch points with high performance and importance

to the consumer. Where your currently meet their expectations

and have license to communicate these benefits.

These touch points are where MyGov*Net/PCN should focus

after fixing the problems in the primary areas. Both

performance and importance is low – but some may be

hygiene factors that you need to get right first time.

These are critical touch points – of high importance to your

customers, but an area where you underperform.

Number one priority of focus for MyGov*Net/PCN – need to

assess where we can gain quick wins and start to implement

longer term plans to address the key issues.

Maintain Promote

Primary ImprovementSecondary Improvement

Importance in driving TRI*M

Pe

rfo

rman

ce

How to interpret the analysis grid

It’s not enough to only show where we perform good or bad, we need to take

into account which touch points are key to customers…

18

Product maintained to be the star performer for 2018 when compared against

2017. Further attention need to be focused on Service Report, Account

Management, MAMPU Project Team and PMO MyGov*Net.- similar as per last

year

MAMPU Project Team

PMO MYGov*Net

Account Management

Service delivery & Installation

Service Restoration Helpdesk

Servicer Report Product 4Ps

84(85)

71(70)

83(81)

89(92)

89(96)

88(94)

83(82)

91(89)

MyGov*Net

(Main Wave 2017)

T O U C H P O I N T P E R F O R M A N C E

Leverage 5 5 5 3 4 4 7 8

96

(94)

99

(101)

95

(96)

93

(91)End User

(Main Wave 2017)

85

(87)

83

(81)

82

(83)

80

(84)

84

(89)

84

(85)

83

(84)HQ

(Main Wave 2017)

70

(67)

71

(70)

74

(54)

75

(80)

MAMPU

(Main Wave 2017)

Main feedback on TP performance is on need for better communication and

pro-active account management when dealing with customers – 2019 should be

to improve services towards HQ & MAMPU segment critically and promptly.

Primary Improvement – Service Report

High level

Priority Medium level

Priority

Low level

Priority

Performance - Far below average Below average Average Above average Far above average Strength Weakness

Attribute HQ MAMPU

The content of the report consists of availability, utilization(Utilization Report), fault reported, and statistics meets customers

requirementWeakness (Low)

Service Assurance Management System (SAMS) online are accurate and easy to understand Weakness (Low)

Provide "on demand" / incident report as required Weakness (Med)

Billing document easy to approved Weakness (Med)

HQ MAMPUSERVICE REPORT

C01.The content of the report consists of availability, utilization(Utilization Report)\, fault reported, and statistics meets customers requirement

C02.Service Assurance Management System (SAMS) online are accurate and easy to understand

C03.Service Assurance Management System (SAMS) online are useful to be support document for line upgrade application in future

C04.Provide "on demand" / incident report as required

C05.Billing document easy to approved

C06.Provide monthly report and additional services via SAMS portal latest by 5th of the month

SERVICE REPORT

F01.The content of the report consists of availability, utilization(Utilization Report)\, fault reported, and statistics meets customers requirement

F02.Service Assurance Management System (SAMS) online are accurate and easy to understand

F03.Service Assurance Management System (SAMS) online are useful to be support document for line upgrade application in future

F04.Provide "on demand" / incident report as required

F05.Billing document easy to approved

F06.Provide monthly report and additional services via SAMS portal latest by 5th of the month

2018 Topline Findings – PCN• Touch points Performance

• Grid Analysis

Although Service Report has improved its performance compared to last year,

it still need to be further enhanced along with PMO PCN

P C N ( O v e r a l l )

Importance in driving TRI*M (Leverage)

Perf

orm

ance

(TR

I*M

Index)

Highest Importance (10)Lowest Importance (0)

20

120

0 104.38

75.29

12

34

Maintain Promote

Primary ImprovementSecondary Improvement

120

2017 Touchpoint:

•PMO PCN

2017 Touchpoint:

•Helpdesk Management

•Service Delivery & Installation

2017 Touchpoint:

•Account Management

•Product

•MAMPU Project Team

•Service Restoration

2017 Touchpoint:

•Customer Report

2017 – 74.43

81(75)

54(47)

83(85)

81(81)

91(87)

87(88)

44(52)

81(80)

PCN

T O U C H P O I N T P E R F O R M A N C E

Account

Management PMO PCN

Service

Report

MAMPU Project

Team

Service

delivery &

Installation

Service

Restoration Product 4PsHelpdesk

MW2017

Leverage 4 5 5 2 4 7 1 7

84(79)

83(85)

83(84)

91(87)

87(89)

82(81)

62(54)

54(47)

60(62)

44(52)

66(65)

END USERMW2017

MAMPUMW2017

Overall PCN has improved in Account Management & PMO since 2017. However,

focus for 2019 should be to close expectation vs experience gap at MAMPU

Project Team, Delivery Installation & Helpdesk Touch points for 2019

Primary Improvement – PMO PCN

24

Attribute MAMPU

B07. Report about document preparation (slide, minute, report, etc.) Weakness (Low)

High level

Priority Medium level

Priority

Low level

Priority

Note: Please refer to appendix for detailed key area

Performance - Far below average Below average Average Above average Far above average Strength Weakness

2018 Topline Findings – MyGov*Net.Global• Touch points Performance

• Grid Analysis

Service Report has been executing deliverables brilliantly in 2018, yet concerns for betterment should be given to Restoration (lowest performance score)

M Y G O V * N E T G L O B A L - T O U C H P O I N T P E R F O R M A N C E

PROJECT

MANAGEMENT

MAMPU

PROJECT TEAM

DELIVERY &

INSTALLATION RESTORATION HELPDESK

SERVICE

REPORT PRODUCT

763

765

772

621

795

835

827

PURPLE – LeverageLow base – index is to be read with caution

N=10 N=5 N=5N=11 N=8 N=7 N=16

MAMPU Project Team, Restoration and Project Management are the main touchpoints that need to be implemented with corrective measures promptly

Maintain Promote

Primary ImprovementSecondary Improvement

Importance in driving TRI*M (Leverage)

Perf

orm

ance

(TRI*

M I

ndex)

Highest Importance (10)Lowest Importance (0)

40

120

0 8

12

3

4.00

76

.43

4

27

MyGov*Net.Global

MAMPU Project TeamProject Management

Helpdesk

Product 4Ps

Service Report

Restoration

Delivery & Installation

Primary Improvement – MAMPU Project Team

High level

Priority Medium level

Priority

Low level

Priority

Performance - Far below average Below average Average Above average Far above average Strength Weakness

Attribute

Clearly informed on MyGov*Net.Global policy and procedures Weakness (Medium)

MyGov*Net.Global

MAMPU PROJECT TEAM

B01. Staff is approachable and proactive towards providing solutions

B02. Staff is competence and perform effective project coordination

B03. Clearly informed on MyGov*Net.Global policy and procedures

B04. Timely response to inquiries

29

What we will cover today

• 2018 Topline Findings

• Overview

• Overall Summary

• Moving Forward Action

Plans

30

Overall Summary

MyGov*Net PCN MyGov*Net.Global

Solid performance was recorded

at overall MyGov*Net level (increase

by 4points), largely contributed by

END USER segment.

Accordingly, share of Apostles

has increased and Hostages &

Mercenaries have declined for

these two.

Key focus areas for improvement

for MyGov*Net :

Service Reporting & Account

Management

Overall score for PCN has

improved against 2017 also

contributed by END USER segment

(increase by 3 points).

Nonetheless, GITN need to craft

strategic corrective measures for

MAMPU performance will be refined

in 2019.

Key focus areas for improvement

for PCN :

Service reporting & PMO

Satisfactory performance was

recorded at overall

MyGov*Net.Global level (higher than

Global average), largely contributed

by KLN HQ segment.

Accordingly, share of Apostles

was healthy yet measures need to

be crafted to convert Critics and

Hostages to a much more loyal

customers.

Key focus areas for improvement

for MyGov*Net.Global:

MAMPU Project team &

Project Management

31

What we will cover today

• 2018 Topline Findings

• Overview

• Key Observations

• Moving Forward Action Plans

MyGov*Net & PCN CSI Action Plan

32

No Action Plan PIC StatusTarget

CompletionRemarks

1 Upgrading MyGovServ Billing system. Billing Dev Ops Aug 2019Commence date

May 2019

2Conduct awareness on the new upgrade system

functionalityBilling Dev Ops

Aug 2019

3

Support team (ticket owner) immediately to provide closure

code once problem resolved to avoid delay in incident

report

(within 24 hours after ticket declared resolved).

State Business Operation

TESS

Helpdesk

Q2 2019

4Proactively provide consultative solutions that best suits

within budget.Client Management

Continuous

5Proactively engage with MAMPU and work closely to

explore opportunities for best solutions.Client Management

Continuous

6

Develop SOP for Account Management on response time

to inquiries;

a) Email to be responded within 1 day

b) Telephone to respond in 30 minutes.

Client Management Q2 2019

7Develop SOP on engagement with customers (scheduled

meeting) Client Management

Q2 2019

8To set agreed timeline to deliver the requested report and

frequently update customer on the progress.PMO PCN Q2 2019

On going Yet to Commence (0%) In progress(0-25%) In progress(0-50%) In progress(0-75%) Complete

MyGov*Net.Global CSI Action Plan

33

No Action Plan PIC StatusTarget

CompletionRemarks

1 MyGov*Net Global policies

MAMPU Project

team / GITN

Project

Management

Q3 2019Currently 2 policies

have been drafted.

2Develop FAQ sheets/ guidelines on policy & procedures /

link to portal / click icons (apps) for help

GITN Project

Management

Q3 2019

3

Develop SOP for Project Management on response time

to inquiries;a) Email to be responded within 1 day

b) Telephone or WhatsApp to respond within 30 minutes.

GITN Project

Management

Q3 2019

4 Course refresher during internal project team meetingGITN Project

Management

Q2 2019Planning stage

5Develop SOP to include duration to prepare solutions/

requirements /proposals for new sites.

GITN Project

Management

Q3 2019

6Develop SOP on engagement with customers (scheduled

meeting)

GITN Project

Management

Q3 2019

7Proactively provide consultative solutions at competitive

price.

GITN Project

Management

Continuous

On going Yet to Commence (0%) In progress(0-25%) In progress(0-50%) In progress(0-75%) Complete

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