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

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