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Client Charter Performance Until 31 August 2020

August 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 25-27 August 2020 for training courses to be held in 2021.

100%

0

0

Based on the decision of the JPL Meeting No. 1/2020, the implementation of the INSTUN Training Program was revised following the transmission of the Covid-19 Pandemic. The INSTUN Training Program is divided into two (2) namely manually and online.

A total of 140 manual training programs were planned in early 2020. Meanwhile, 129 online training programs were planned to replace some of the courses that were canceled due to the transmission of the Covid-19 Pendemic.

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

One (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

All cancellation / deferral notifications are made within 1 week before the course date.

100%

0

0

Manually canceled courses:

· 32 BPPT courses

· 26 BUP courses

· 25 BTM courses

· 3 GENERAL courses

Manually suspended courses:

· 3 BPPT courses

· 13 BUP courses

Pending online courses:

· 2 BTM courses

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

38 courses designed manually

38 courses planned manually were implemented in the 1st quarter of 2020 from January to April 2020. While 1 course manually conducted in July 2020.

Subsequently, a total of 98 courses planned online were implemented until 31 August 2020.

 

 

100 %

0

0

38 courses manually (until 31 August 2020) out of 140 planned courses were conducted as follows:

· 20 BPPT courses

· 13 BUP courses

· 4 BTM courses

· 1 GENERAL course

98 online courses (until 31 August 2020) out of 129 planned courses were conducted as follows:

·        48 BPPT courses

·        21 BUP courses

·        26 BTM courses

·        3 GENERAL courses

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

2 courses are not planned to be done until 31 August 2020.

0%

0

0

2 courses are not planned to be done until 31 August 2020 manually.

·        1 BPPT course

·        1 BUP course

Complaint Management

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

No complaints were received for August 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

505 bills settled within 14 days.

100%

0

0%

 

A total of 505 bills / invoices amounting to RM1,645,617.26 were processed in less than 14 days for the period Jan-August 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

In January to August 2020 a total of 55 copies of books were borrowed by course participants, 103 by INSTUN staff and 158 internet access users. The number of users is 4,627 people bg the same time period.

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