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Client Charter Performance Until 30 April 2020

 

April 2020

Services

Promise

Meet the Client Charter Time / Standard

Exceeds Client Period / Standard Charter

Total Services

Amount

%

Amount

%

 

(Number of services delivered that meet the set period / standard)

 

(Percentage of services delivered that meet the set period / standard)

 

(Number of services delivered in excess of the specified period / standard)

 

(Percentage of services delivered in excess of the specified period / standard)

Training Management

i. Develop and improve course modules / curriculum at least once a year

One (1) module workshop was held on 11-13 July 2019 for training courses to be held in 2020.

100%

0

0

For the year 2020, a total of 140 training programs have been planned.

ii. Distribute INSTUN Program Book to customers before December 15 of each year

A total of 200 Training Program Books for 2019 were distributed to customers on 6 December 2019.

100%

0

0

1 time

iii. Distribute course invitation letters to customers / participants no later than 3 weeks before the course date

All letters are given to participants of various courses within three (3) weeks before the course date.

100%

0

0

All invitation letters to participate in the program / course are made by manual distribution, website and eSPEK at least 3 weeks before the course date.

iv. Inform course participants about the cancellation of the course no later than 1 (one) week before the course date

20 cancellation notifications are made within 1 week before the course date.

100%

0

0

20 cancellations / delays were made within 1 week before the course date.

2 DELAYED courses from BPPT;

6 DELAYED courses from BUP;

5 DELAY courses from BTM;

5 CANCEL courses from BPPT;

1 CANCEL course from BTM

1 course CANCELED from GENERAL

v. Implement no less than 90% of training programs planned annually

38 courses planned until April 30 for 2020.

 

 

100 %

0

0

38 courses (until 30 April 2020) out of 140 planned courses were conducted.

20 courses from BPPT;

12 courses from BUP;

5 courses from BTM; and

1 general course from the Integrity Unit.

vi. Ensure that unplanned courses (ad-hoc) held annually do not exceed 10% of the planned training programs annually

1 course is not planned until April 30, 2020.

0%

0

0

1 course is not planned until April 30, 2020.

1 course from BUP

Complaint Management

vii. Provide feedback on each complaint and inquiry within a maximum of (1) days.

No complaints were received for April 2020.

100%

0

0

No complaints were received by email and were resolved within 24 hours.

Payment of Bills

viii. Settle payment bills no later than 14 days

207 bills settled within 14 days.

100%

0

0%

A total of 207 bills / invoices amounting to RM 575,922.89 were processed in less than 14 days for the period January to March 2020.

Library

ix. Provide library services every working day from 8.30 am to 5.30 pm and extended until 6.00 pm.

Done and continuous.

100%

0

0

A total of 26 book titles were borrowed by course participants until March 2020. INSTUN was closed from March 18 until May 12, 2020 due to the implementation of the Movement Control Order (PKP) due to the spread of Covid-19.

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