MyCoID Latest Updates - Suruhanjaya Syarikat Malaysia

SSM Annual Dialogue 2014
Improvements Update
By
Khuzairi Bin Yahaya (khuzairi@ssm.com.my)
DIRECTOR OF ICT DIVISION
© 2014 Suruhanjaya Syarikat Malaysia (SSM)
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MyCoID Portal
(www.ssm-mycoid.com.my)
© 2012 Suruhanjaya Syarikat Malaysia (SSM)
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Challenges
•
•
•
Meeting Mandatory Rollout Requirement
Increase in Transaction Load & Volume
Inconsistent System Performance
•
•
Complaints
Gathered
•
Multi-Channel
Helpdesk & Support
Communication
Management
Improvements To Date
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Improvement Activities
•
•
•
•
•
•
•
•
•
•
Addition of 1 Application Server for CoSec Access
Allocation of Dedicated Server for SSM Officer
Server load balancing on incoming traffic
Performance Tuning & Monitoring
Data Purging For Cosecs
Fixing of Application Bugs
Optimization of Application Codes
Browsers’ Usage Analysis
Engagement with Top Cosecs for Feedback
Communication Management
Achievements
6
Achievement
1.
2.
3.
4.
5.
6.
7.
8.
9.
Servers Load Balance
Improved Response Time
Decrease In Total Logins
Increase Number of Transactions
Reduce Number of Logins
Increase In MyCoID Transactions Collection
Browser Recommendation
Minimum PC/Notebook Specifications
Testimonial from Top Cosecs
Achievement
IMPROVEMENTS IN RESPONSE TIME
Application Response Time
March - avg 31.7 seconds
April – avg 6.6 seconds
Faster system response time
due to improvements made
Achievement
IMPROVEMENTS IN TOTAL LOGINS & TRANSACTIONS
TOTAL
TRANSACTIONS
TOTAL LOGINS
1st Week April
22,455
2nd Week April
20,527
3rd Week April
20,167
Decrease in Logins
due to high
successful logins
1st Week April
5,501
nd
2 Week April
6,883
3rd Week April
7,968
Increase in trx
volume due to
faster system
response time
Achievement
TRANSACTION BY TYPE BETWEEN JANUARY TO APRIL 2014
Achievement
INCREASE IN MyCoID TRANSACTIONS VALUE
Jan – Apr
2013
RM109k/
avg mth
May – Dec
2013
RM3M/
avg mth
*After Klang Valley
Mandatory Rollout
Jan – Apr
2014
RM3.1M/
avg mth
Achievement
BREAKDOWN OF BROWSER VERSION –
MOZILLA FIREFOX, GOOGLE CHROME & INTERNET EXPLORER
 Based on analysis, our recommendation
are as follows:
Browser
• Google Chrome version
32 or higher
• Firefox version 27 or higher
• Internet Explorer
version 8 , 9 or 11
Desktop/Notebook minimum specs
• Windows 7 and above
• Intel iCore3 CPU and above
• 2GB Memory anf above
• 50GB harddisk and above
Internet Connection Speed
• 1Mbps and above
Feedback Gathered
Before
After
COMMON ISSUES
OVERALL FEEDBACK
•
•
•
•
•
Problem to Login
No response from MyCoID
System Slow
Cannot make payment
Cannot get email
notification
• Submission not in CBS tray
• Wrong Receipt detail
• Speed is faster
• System performance is
much better
• Payment is better,
• Less unsuccessful
payments
• System more reliable
Achievement
TOTAL REPORTED ISSUES BY MODULE TO HELPDESK SUPPORT
Between March - May 2014 (until 12th May)
1200
954
1000
800
687
PAYMENT
626
600
535
FORM 13A
REGISTRATION
400
292
INCORPORATION
196
200
120
21
11
17
13
47
38
7
5
Mar-14
Apr-14
May-14
0
FIRST FORM
COMMUNICATION MANAGEMENT
PUBLIC
Helpdesk & Support
Process Flow with Incident
Communication
PSSB Helpdesk
helpdesk@ssmmycoid.com.my
603-79857666
SSM Helpdesk /
Officers
Enquiry (VADS)
enquiry@ssm.com.
my
603-77214000
PROACTIVE APPROACH
(CUSTOMER INCIDENT COMMUNICATION)
Broadcast
open incident
message to
e/user
PSSB Technical Helpdesk
(mycoidsupport@
puncaksemangat.com.my)
Incident Manager
Progress Update
Ticket logged here
Recovery
Management
Team
Progress Update
SSM IT OPS &
Management
Troubleshooting
procedures
Customer Incident Communication:
1) S1 and S2 Incident reported by Tech Helpdesk
2) Red Alert set up as a platform to update incident (via
Whatsapp).
3) Incident Manager prepares Email Notification and
broadcast to end user.
4) Recovery Team consist of Incident Manager, Recovery
Manager and Account Manager – to update and
communicate on the progress until closure
5) Recovery Manager execute troubleshooting
procedures.
Achievement
• MyCoID Portal
operationalized in
February 2011.
• Low take-up rate initially
• Mandatory usage of
MyCoID Portal for
Wilayah Persekutuan,
Selangor and Negeri
Sembilan beginning May
2013.
45,000
40,000
35,000
30,000
25,000
20,000
15,000
10,000
5,000
2011
2012
2013
Name Search
Incorporation
First Form
16
2014 (as of
01/06/2014)
Total Transactions
76,949
MyCoID Portal - Total Transaction
90,000
70,000
34,177
60,000
50,000
40,000
1,021
67
1,187
6,503
3,154
1,813
10,000
464
20,000
3,155
30,000
25,546
55,081
80,000
Form Submission
2011
2012
User Registration
Submission
2013
Data Transfer to Agencies
2014 (as of 01/06/2014)
© 2012 Suruhanjaya Syarikat Malaysia (SSM)
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Total Online Submissions
18
Portal MyCoID Hits (Location)
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Moving Forward
Nationwide Rollout Readiness
1. MyCoID Portal infrastructure (Stability, Capacity)
2. MyCoID Portal system (Reliability, Bugs fixes,
Enhancements)
3. MyCoID Portal support (Call Center, Technical
Support, Operational Support)
4. Company Secretaries (ICT Infrastructure, Knowledge
to use MyCoID Portal, Online environment)
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THANK YOU
© 2012 Suruhanjaya Syarikat Malaysia (SSM)
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