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Survey on Malaysia Government
Portals & Websites:
Agency Survey |
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BACKGROUND
The objective of this survey is to ascertain the usage
level of government services and its readiness in line with
Government's efforts to increase transparency and enhance
public service delivery system. This survey focuses on services
offered to the public by the government and its agencies
via portals and websites.
Information gathered are private and confidential and survey findings will be used for internal purposes only.
Your cooperation on this matter shall assist the government in strategic planning towards enhancing its public service delivery system via portals/websites.
Thank you.
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Instruction: Please
 at the appropriate box.
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| A. AGENCY'S
PROFILE |
| This section is to ascertain the agency’s profile. |
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| B. USAGE BASED ON TYPE OF SERVICES |
| This section is to ascertain information regarding
the usage based on the type and channel of services.
If your agency does not provide any of the below services
or do not have any portal/website, please indicate Not
Relevant "NR". |
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B1. Inquiry and Information |
Please indicate the estimated
total AVERAGE transacted in 1 month
made by the public via your agency portal/website
in year 2007.
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6. Via Counter
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7. Via Portal/Website
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8. Via kiosk
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9. Other
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10. What is the frequent transaction made by the
public via your agency portal/website? You may select more
than one option
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To obtain information in general, such as phone number, fax, email, etc. |
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To obtain information in specific, such as fee, process workflow, etc. |
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To make payment |
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To check specific status, e.g. payment status, application status, etc. |
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Other |
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Please specify:
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| 12. If yes, what is the response time? |
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a) Counter
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b) Telephone
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c) Portal/Website
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13. Is there any committee to monitor and review all these feedbacks?
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| C. AGENCY’S
READINESS |
| This section is to ascertain information pertaining
agency’s readiness in implementing the services
offered via portal/website. |
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| C1 : Human
Resource |
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14. Please state
the total number of personnel in your agency.
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15. Please state
the total number of personnel in your IT Department.
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16. Please indicate
the total number of personnel that is responsible
for maintaining agency’s website.
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17. Does your
agency form ICT Steering Committee?
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| C2 : Agency’s
ICT Policy |
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18. Does your
agency have any ICT Policy?
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19. If yes, does
that policy mentioned about updating the agency’s
portal/website?
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| C3 : Benchmark
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20. Does your
agency adhere to any Benchmark in developing the agency’s
portal/website?
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21. If yes, which
benchmark do you follow in developing the agency’s
portal/website? You may select more than one option
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| C4 : Design
Process |
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22. How frequent
do you conduct Quality Audit?
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23. Who conduct
the Audit for your agency?
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| C5 : Maintenance |
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24. How is your
website being maintained? (Focus on who is involved)
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25. Do you use
port mirroring to ensure that the services provided
via portal/website are uninterrupted?
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C6 : Continuous
Improvement |
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26. What are
the steps taken to provide continuous improvement?
You may select more than one option.
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27. How frequent
does your Management reviews the Continuous Improvement
initiative?
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28. What is the
step taken to monitor Feedback section?
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C7 : ICT Infrastructure |
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29. Please indicate
the operating system at your agency. You may select
more than one option.
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30. Please indicate
the network being used at your agency. You may select
more than one option
Please specify :
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| 31. Please indicate
the Internet access available at your agency. You
may select more than one option
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| D. OTHERS |
| This section is to ascertain other information related
to the agency that supports in enhancing the services
offered to the public. |
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32. Please indicate the Electronic Government
(EG) Flagship Application(s) being used at
your agency. You may select more than one.
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33. What are
the challenges in developing your agency’s portal/website?
Please indicate 1-5 based on
5 is the most and 1
is the least.
| No budget |
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| Policy / Law |
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| Lack of resources
(Time, staff, etc.) |
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| Technological
changes |
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| Do not have any
relevant service to be offered via portal/website
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34. In your opinion,
what is the most important
criteria to attract the public to use and access the
government portal/ website? Please select only one.
If other, please specify :
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