TIPS - jkt

Transcription

TIPS - jkt

“Towards government
online services
excellent”
© Multimedia Development Corporation 2015
Unauthorised reproduction, lending, hiring, transmission or distribution of any data is prohibited.
The manual and associated materials and any element thereof must be treated like any other copyrighted material.
Request should be made to:
Digital Government Enablement (DiGE)
Stakeholder Engagement
Multimedia Development Corporation (MDeC)
2360 Persiaran APEC
63000 Cyberjaya
Selangor Darul Ehsan
Tel: +603 8315 3211 Fax: +603 8318 8508
E-mail: probe@mdec.com.my
TABLE OF CONTENT
INTRODUCTION
5
Self-Assessment Criteria
5
How to Use Self-Assessment Manual
6
Manual Tips and Tricks
7
PROVIDER-BASED EVALUATION (ProBE) 2015 SELF-ASSESSMENT SYSTEM
Log in/Register for Parent and Sub-Agencies
Conduct Self-Assessment
MANDATORY CRITERIA
8
9
11
14
Loading Time
15
Downtime
19
Updated Content
22
Responsiveness Within Client’s Charter
27
NON-MANDATORY CRITERIA
32
Frequently Asked Questions (FAQ)
33
Feedback Form
37
Feedback Auto-Notification
41
Broadcast
45
Electronic Archive
49
Mobile Web/Version
53
W3C Disability Accessibility
57
New Media
61
About Us
65
ProBE 2015 Self-Assessment Manual
3
Table of Content
Audio or Video
69
Contact Details
73
Multi-Language
77
Publications
82
Homepage Length
86
No Broken Link
90
Personalisation
94
Sitemap
98
Link to MyGov
102
Search Within Websites
106
Searchable Database
110
Client’s Charter
114
Achievement of Client’s Charter
118
Statistic of Online Services
123
Look and Feel
127
Online Services Criteria
132
Number of Online Services
133
Aid, Tools and Help Resources
138
Notification of Transaction
142
Online Services Security
146
ProBE 2015 CHECKLIST
150
4
INTRODUCTION
Introduction
Self-Assessment Criteria
§§ The Provider-Based Evaluation (ProBE) 2015 sets a new approach to the assessment
with an introduction of Mandatory & Non-Mandatory Criteria:-
¤¤ Mandatory Criteria (4 Criteria)
èè
Noncompliance of Mandatory Criteria will result in website receiving a
maximum of 3 stars
¤¤ Non-Mandatory Criteria (28 Criteria)
èè
While the Non-Mandatory Criteria will be assessed as usual, more
stringent scoring mechanism is set in order to increase the website
usage and to improve the user experience
§§ The selection of 4 Mandatory Criteria is based on critical criteria from the 7 pillars
which are Loading Time, Downtime (New addition), Updated Content as well as
Responsiveness Within Client’s Charter.
§§ The ProBE 2015 is aligned to the American Customer Satisfaction Index (ACSI).
¤¤ 7 pillars of user satisfaction. Similar to the previous year
Site Performance
Pillar 1
The speed, consistency and reliability of loading pages on the website.
Pillar 2
The usefulness, convenience and variety of online features and tools available on
the website.
Functionality
Content
Pillar 3
The accuracy, quality and freshness of news, information and content on the
website.
Pillar 4
The organisation of the site and options for navigation and how well the layout
helps you find what you are looking for.
Pillar 5
The relevance, organisation and quality of search results available on the site
(Although this element is not applicable universally, it is often extremely impactful
for sites where it is relevant).
Pillar 6
How thoroughly, quickly and accessibly the website discloses information about
what the agency is doing.
Navigation
Search
Pillar 7
Online Transparency
Look and Feel
The visual appeal of the site and its consistency throughout the site.
5
How to Use Self-Assessment Manual
Introduction
1. The ProBE 2015 Self-Assessment Manual is divided into three main categories:
èè
ProBE 2015 Self-Assessment System
èè
Assessment on Mandatory Criteria
èè
Assessment on Non-Mandatory Criteria
ÜÜ Click on any criterion on the above page
for direct navigation to its respective
page!
3. Definition and conditions of each criterion can be found on its first page.
4. The manual provides two choices of references on how to conduct the selfassessment i.e. Flow Chart and Step-by-Step instructions for every criterion.
5. This is an interactive PDF in which there are several hyperlinks provided
throughout the manual. The hyperlinks will allow direct navigation via mouseclick to the relevant websites including additional online information for user
further understanding. (Click here for example)
6. Most of the criteria require user to capture the screenshot of relevant pages
with which user shall upload into the Self-Assessment System to complete the
assessment.
6
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2. The list of criteria are made available on both Mandatory and Non-Mandatary
Criteria page for easy navigation.
Manual Tips and Tricks
Introduction
ÜÜ For PC user, to capture the required screenshot, press Alternate (Alt) and Print
Screen (PrtSc) keys on your keyboard. On some keyboards, PrtSc might appear
as PrtScn or a similar abbreviation.
ÜÜ Certain laptops do not have a PrtScn key or might use a different key
combination to take screenshots. Check the manual that came with your laptop
for more info.
ÜÜ For Mac user, press Command+Shift+3 to capture the screenshot.
ÜÜ Another way to capture a screenshot is to use the Windows Snipping Tool.
ÜÜ Use Keyboard Shortcuts available inside the Adobe Reader*.
*Go to Main Menu -> View -> Page Navigation.
ÜÜ You may also use the built-in PDF Tools and Comment functions for your further
notes and records.
ÜÜ A set of Frequently Asked Questions (FAQ) is included in this manual for further
understanding and clarification.
ÜÜ Electronic form checklist is provided at the end of the manual for your final
assessment record. You may “Save As” the PDF or print this later.
7
PROVIDER-BASED EVALUATION
(ProBE) 2015 SELF-ASSESSMENT
SELF-ASSESSMENT
SYSTEM
SYSTEM
Instructions and guides on how to conduct the
Self-Assessment of ProBE 2015 on the system
Instructions
§§ The followings are two(2) steps involved when working with Self-Assessment System:
èè
Step 1: Log in/Register for parent and sub-agencies
èè
Step 2: Conduct self-assessment
Step
1 Self-Assessment
Conduct
Self-Assessment System
Flow Chart
Log in/Register for Parent and SubAgencies
Visit
https://mgpwa.mdec.com.my/
Parent Agency
General
Sub-Agency
Supervisor
General
Supervisor
Login using e-mail address
and password assigned by
MDeC
Click “First Time
Registration for Agencies”
Edit details accordingly
Select Parent Agency and
then your Agency
Approve users i.e.
general and supervisor
of sub-agencies
Fill in website details such
as Agency Acronym and
Person in charge
Approve sub-agencies
Select
User Type
General
Supervisor
Fill in agency details e.g. name,
position, e-mail, alternative email, phone number and password
Click
“Register”
9
Step
1 Self-Assessment
Conduct
Steps
¤¤ For Parent Agency
1. Visit https://mgpwa.mdec.com.my/ .
3. Approve your sub-agencies.
ÜÜ Parent agencies have to ensure subagencies key in the correct information/
detail before approving.
TIPS
2. Login to the Self-Assessment System using the e-mail address and password
assigned by MDeC.
¤¤ For Sub-Agency
1. Visit https://mgpwa.mdec.com.my/ .
2. Click “First Time Registration for Agencies”.
3. Select your parent agency followed by your agency.
4. Fill in your website details such as name in English, the URL and acronym.
6. Click “Register”.
FAQ
ÜÜ Parent agency will receive a notification
via e-mail when there is a new
registration from its sub-agencies.
ÜÜ Sub-agency will be notified via e-mail
once it has been approved by parent
agency.
Do I have to change the username and password even though I have already registered to the
Self-Assessment System last year?
No, but the 2015 system will require agencies to register again before being able to
conduct the assessment.
My agency name and URL in ProBE report are incorrect. What do I do?
Report can not be amended. However, should there be any amendment, please edit
the information in Self-Assessment System.
10
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5. Fill in your details (webmaster) such as name, position, e-mail address,
alternative e-mail address, phone number and password.
Step
2 Self-Assessment
Conduct
Flow Chart
Go to
https://mgpwa.mdec.com.my/
Login to the
system
Look for Categories
Mandatory
Criteria (4)
Non-Mandatory
Criteria (28)
Answer the question for
each criterion
Enter the supporting
URLs
Upload the supporting
attachments
(screenshot)
Click on
“Submit”
Repeat the same
process for all 32
criteria
Click on
“Preview”
Click on
“Send to
Supervisor”
Supervisor to submit
11
Step
2 Self-Assessment
Conduct
Steps
ÜÜ Click “First Time Registration for Agencies“
to register your agency account.
2. Look for Criteria Categories.
TIPS
1. Go to https://mgpwa.mdec.com.my/ and login to the Self-Assessment
System with the registered e-mail address and password.
4. There are specific questions that need to be answered in each criterion.
The details guidance on how to complete the assessment questions can be
found in this manual.
ÜÜ There are a total of 4 Mandatory Criteria
and 28 Non-Mandatory Criteria.
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3. The criteria for each category will be listed on the right side panel, where
clicking on it will bring you to respective page of the criterion.
ÜÜ If your attachment
size is big, compress
it to jpeg, jpg or png.
TIPS
5. Complete the assessment question, fill in the supporting URL and upload the
screenshot when required.
6. Click the “Submit” button and upon successful submission, the completed
criteria will be highlighted in blue.
7. Repeat Step 4 to 6 for all other criteria until complete.
8. Click “Preview” to check all your answers.
ÜÜ It is best to go through the requirement
for all criteria on the website and
prepare your submission offline
(including the URLs and screenshots).
FAQ
Why are we required to capture screenshot(s) of the assessed pages?
The screenshot(s) are evidences to support your submission to the Self-Assessment
System. The ProBE auditors will conduct their audits by checking the screenshot(s)
against the websites.
Why does my website rated N/A?
N/A indicates Not Accessible. It may be due to several reasons such as Under
Construction or page error. Three attempts will be made for three consecutive weeks.
Should the website still not available for assessment, it will then be rated as N/A.
What is the default internet browser used by MDeC when going into government websites?
We will randomly try any browser. However, Internet Explorer will be a definite browser
to view government websites.
When will MDeC assess my website?
All agencies are required to undertake self-assessment. MDeC assessment will be
conducted on random basis and therefore there is no specific date as to when MDeC
will be assessing your agency’s website.
13
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9. Once done, click “Send to Supervisor” and final submission will be done by
the Supervisor.
MANDATORY CRITERIA
Critical criteria to improve the website usage and user
experiences as well as important assessment criteria that
will result a 5-Star website. Not meeting the criteria will
result in websites receiving a maximum of 3-Star only.
Criteria:
Loading Time
Downtime
Updated Content
Responsiveness Within Client’s Charter
Mandatory Criteria
Loading Time
Description
Pillar 1: Site Performance
Definition
§§ Loading Time refers to the amount of time (in seconds) it takes for a page to load,
from initiation of the page view (e.g. Click on a page link) to load completion in the
browser.
§§ ProBE loading time indicator: 10 seconds and below.
Conditions
§§ Assessment must be undertaken during peak hours specified below:
úú 10.00 am to 1.00 pm, or
úú 2.00 pm to 4.00 pm
§§ Assessment to be undertaken by using an online tool “SEO-Mastering - Site Speed
Checker”: Click Here!
ÜÜ Google PageSpeed test measures and
analyses the page and generates report
on specific recommendations to improve
the speed of the page.
ÜÜ Recommendations are based on general
principles of web page performance,
including resource caching, data upload
and download size and client-server
round-trip times.
FAQ
Updated
Content
Is there
any other
tools besides “SEO-Mastering” that can be used to check Loading Time?
Yes, you may utilise other tools such as SearchMetrics Rapid (SearchMetrics Rapid).
What should we do if the SEO-Mastering does not produce any result?
Agencies are recommended to undertake the SEO-Mastering Site Speed Checker test
using a different Internet connection. However, should the issue still persist, there are
alternative tools suggested.
15
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ÜÜ Utilise “Google PageSpeed Insights”.
Mandatory Criteria
Loading Time
Flow Chart
Go to
www.seomastering.com/sitespeed-checker.php
Browse to “Ping domain tester”
or “Site speed checker”
Enter your agency’s URLs and the
image verification
Click on
“Continue”
Identify the Loading Time
result
10 seconds
and below
Capture the
screenshot
Select
“Yes”
Above 10
seconds
Select
“No”
Upload the
screenshot
Click
“Submit”
16
Mandatory Criteria
Loading Time
Steps
ÜÜ You may also search the Online Tool “SEO
Mastering” using Google or Yahoo.
2. Browse to “Ping domain tester” or “Site speed checker”.
3. Submit your agency’s URL including the compulsory verification character
and click “Continue”.
17
TRICKS
1. Go to www.seomastering.com/site-speed-checker.php.
Loading Time
4. The website will produce your loading time below domain name box.
5. Capture screenshot of the page that displays the loading time result.
6. Upload the screenshot of the result to the Self-Assessment System.
7. a) If the duration is less than 10 seconds, select “Yes”;
or
b) If the duration is more than 10 seconds, select “No”.
ÜÜ If checking took a longer time, you can
proceed with the next assessment and
return to this criterion later.
BACK TO MAIN PAGE
Mandatory Criteria
18
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8. Click “Submit”.
Mandatory Criteria
Downtime
Description
Definition
§§ Downtime refers to the occasions whereby the website is not operational and is not
accessible by the users.
§§ It only involves the unscheduled maintenance of an agency website.
§§ The scheduled maintenance of which agency notify its users of the time and duration
of website unavailability are not considered for this criterion.
Conditions
§§ Website downtime must be within the stipulated SLA of respective agencies.
úú Agencies without SLA , on the other hand, must comply to 99.5% uptime
(43 hours, 48 minutes downtime)
§§ Notification of the website inaccessibility must be displayed on other official channels
such as myGov or agency social media accounts.
úú Agency that does not own any official social media accounts are required to
utilise their parents’ website or official accounts
ÜÜ There are many online tools available
to track your website downtime. Most
of these tools send immediate alerts to
website admin when the website crashes.
ÜÜ Marks for this criterion will be given to
agency that comply to the uptime SLA.
FAQ
What does 43 hours 48 minutes mean?
It means that a website should not be experiencing downtime of more than
43 hours 48 minutes in a year.
How will MDeC check the downtime that occurs in the government websites?
MDeC will subscribe to an online tool that will send downtime alert. Therefore, it is vital
that when downtime occurred be it planned or unplanned, agencies must key in the
details into the Self-Assessment System.
19
TIPS
ÜÜ Utilise and subscribe to a reliable online
tool.
Downtime
Mandatory Criteria
Flow Chart
Yes
Uptime SLA
available?
No
Select
“Yes”
Select
“No”
Submit the duration
Go to your agency website
Downtime
occurs?
No
Yes
Identify the
downtime
Planned
Unplanned
Capture the
screenshot
Select
type
Key in details
Upload the
screenshot
Click
“Submit”
20
Mandatory Criteria
Downtime
Steps
1. Identify your uptime SLA.
a) If SLA is available, select “Yes” and fill in the duration;
or
b) If SLA is not available, select “No”.
2. Proceed to the downtime details section.
3. a) If downtime has occurred, verify if it is “Planned” or “Unplanned” and
capture the screenshot(s). Select the type of downtime i.e. “Planned” or
“Unplanned” and fill in the details of the downtime i.e. Date, Downtime
Duration and the reason behind the downtime. Upload also the
screenshot to the Self-Assessment System and click “Submit”;
or
ÜÜ Uptime/downtime records of a website
can be retrieved from subscribed online
tool services. The online tool varies
depending on which service provider
your agency subscribed. Such subscribed
services will have specific dashboards
reporting the uptime/downtime records.
ÜÜ You may also seek the records from your
webmaster.
BACK TO MAIN PAGE
21
TIPS
b) If no downtime has occurred, click “Submit”.
Mandatory Criteria
Updated Content
Description
Pillar 3: Content
Definition
§§ Refers to the updates and frequent reviews of information available on the website.
§§ There are 6 elements of Updated Content:
úú News, activities or updated events
úú Announcements information and broadcast
úú Newspaper clippings, statements or articles
úú Poster/Banner
úú Tender/Quotation/Recruitment announcements
úú Minister, Deputy Minister and Senior Management of the agencies
Conditions
§§ Any of the six elements of website content above must be updated.
ÜÜ Content and business owners of the
information displayed on the website are
encouraged to check their information
regularly to verify and ensure the
information are accurate and up-to-date.
ÜÜ Consistent engagement with users via
feedback forms, surveys and focus groups
allow website managers to understand
user’s perspective and input on the
content of website. More info:
http://www.bruceclay.com/blog/stepsupdate-website-content/.
FAQ
I lost
a big chunk
of marks for not updating only 1 portion of the 6 section. Please explain.
Updated
Content
The updating activities are very important. To obtain marks for this criterion, you must
ensure that the relevant 6 sections are kept up-to-date.
How long before the event should the announcement be made on the website?
Uploading announcement can be done at any time deem necessary by the agencies. It is
not stated in the updating guideline.
22
TIPS
§§ Refer to “Perkara-Perkara Yang Dipantau Berkaitan Pengemaskinian Maklumat Di
Laman Web” on the next page:-
Updated Content
Reference
“Perkara-Perkara Yang Dipantau Berkaitan
PERKARA-PERKARA YANG Maklumat
DIPANTAU BERKAITAN
MAKLUMAT DI LAMAN WEB
Pengemaskinian
DiPENGEMASKINIAN
Laman Web”:Bil
1.
2.
Perkara
¥ Berita terkini
¥ Aktiviti terkini
¥ Peristiwa terkini
¥ Pengumuman
¥ Makluman
¥ Hebahan
Penjelasan
Contoh
Tempoh Paparan
untuk
Dikemaskini
Paparan berita, aktiviti
dan peristiwa
berkaitan agensi yang
telah dilaksanakan.
“Kementerian telah
menganjurkan Karnival Usahawan
pada 1 Mac 2011 dan telah
dihadari oleh…”
1 bulan selepas tarikh
berita, aktiviti dan
peristiwa
(i) Pengumuman mengenai
berita, aktiviti dan
peristiwa yang akan
dilaksanakan.
“Kementerian akan
menganjurkan Karnival Usahawan
pada 28 Mac 2011”
3 hari bekerja selepas
tarikh berita, aktiviti
dan peristiwa
dipaparkan
(ii) Pengumuman
pengumuman yang
berterusan
“Maklumat berkaitan Projek
Perumahan Terbengkalai
sehingga 15 Februari 2011 yang
dikeluarkan oleh Jabatan
Perumahan Negara (JPN) kini
boleh dimuat turun”
Mengikut keperluan
agensi
“Adalah dimaklumkan bahawa
mulai 23 Disember 2010, pihak
Majlis tidak lagi menerima
sebarang pembayaran melalui
cek”
3.
4.
5.
6.
¥ Keratan akhbar
¥ Kenyataan akhbar
¥ Rencana akhbar
¥ Poster/Banner
¥ Tawaran tender
¥ Tawaran sebut
¥ harga
¥ Tawaran Jawatan
¥ kosong
¥ Maklumat Menteri
¥ Timbalan Menteri
¥ Ketua agensi
(i) Keratan, kenyataan dan
rencana akhbar yang
mengandungi maklumat
relevan sepanjang masa
(kempen, program
kesedaran dan lain-lain)
Kenyataan Akhbar mengenai
penyakit pandemik seperti
Demam Denggi Dan Chikunkunya
Mengikut keperluan
agensi
ii) Keratan, kenyataan dan
rencana akhbar
mengandungi maklumat
umum (perasmian, lawatan
dan lain-lain)
Keratan akhbar bertajuk “Bomba
berkampung 24 jam. Sinar
Harian, 20 Feb 2011.”
1 bulan selepas tarikh
akhbar
(i) Poster/banner yang
memaparkan pencapaian
dan pengiktirafan yang
diterima oleh agensi
Anugerah 5 Bintang, Sijil ISO, 5S
dan lain-lain
Mengikut keperluan
agensi
(ii) Poster/banner yang
memaparkan aktiviti atau
peristiwa (Perayaan,
kempen dan lain-lain)
Poster ucapan Selamat Tahun
Baru, poster bengkel
1 minggu selepas
tarikh aktiviti dan
peristiwa
Paparan berkaitan tawaran
tender, sebut harga dan
jawatan kosong
-
tarikh tawaran
tender, sebut harga
dan jawatan kosong
ditutup
Maklumat berkaitan
Menteri, Timbalan Menteri
(sekiranya berkaitan) dan
ketua agensi dikemaskini,
terutama di bahagian
direktori kakitangan, carta
organisasi dan perutusan
ketua agensi.
-
lantikan rasmi
**Nota:
1. Tempoh yang diberikan di atas merupakan kelonggaran yang diberikan. Agensi digalakkan untuk mengemaskini
maklumat dilaman web sebaik sahaja sesuatu maklumat tersebut dianggap sebagai luput/tidak diperlukan.
2. Semua maklumat yang telah melebihi tempoh paparan untuk dikemaskini seperti yang dinyatakan di atas, perlu
dimasukkan ke bahagian arkib dan tidak dipaparkan di muka utama laman web.
Mandatory Criteria
23
Mandatory Criteria
Updated Content
Flow Chart
Pillar 3: Content
Available
All Information
updated?
Identify all the relevant
elements that needs to
be updated
No
Capture the
screenshot
Not Available
Select
“No”
Yes
Capture the
screenshot
Select
“Yes”
Fill in the relevant
section in the Answer
box
Upload the
screenshot & fill in
URLs
Click
“Submit”
24
Updated Content
Steps
Mandatory Criteria
Pillar 3: Content
1. Go to the homepage of your agency website.
2. Identify from the 6 elements of updated content which are relevant and
displayed on the homepage as below:
èè
News, Activities, Updated events
èè
Announcements Information and broadcast
èè
Newspaper clippings, statements or articles
èè
Poster/Banner
èè
Tender/Quotation/Recruitment announcements
èè
Minister, Deputy Minister and Senior Management of the agencies
25
Updated Content
3. Ensure that the element(s) is/are updated as per conditions in the guideline.
4. Capture screenshot of the displayed element(s) whether they are updated or
outdated.
5. a) If all the relevant elements are updated, select “Yes”. Fill in their relevant
elements and upload the screenshot(s) to the Self-Assessment System.
Fill in also the URL;
or
b) If any of the relevant elements is outdated, select “No”. Upload the
screenshot(s) to the Self-Assessment System. Fill in also the URL(s).
BACK TO MAIN PAGE
Mandatory Criteria
26
Responsiveness Within Client's Charter
Description
Mandatory Criteria
Pillar 6: Online Transparency
Definition
§§ Responsiveness Within Client’s Charter refers to the response provided by the agency
for the enquiries made by users via the website.
Conditions
§§ Agency to respond enquiries by users within the time frame stipulated in the client’s
charter.
úú If time frame is not displayed, the details response time is 3 working days
ÜÜ Content owners are encouraged
to prepare further information and
clarification on anticipated questions
that may be asked by the users such as
related regulations, roadmap and links/
access to more information about the
subject matter.
ÜÜ The basic information which are
prepared in advanced are to be provided
promptly to users while the respective
officers are working on a more detailed
and customized response (if necessary)
to increase level of engagement with the
users.
FAQ
Responsiveness within Client’s Charter
Would an enquiry be sent to any of the e-mail addresses displayed in the directory?
No, enquiry will only be sent to agencies via feedback form made available in the
websites.
27
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ÜÜ Agencies must clearly display the time
frame in responding to users’ enquires
in the Client’s Charter section of
the websites. This will allow users to
anticipate the duration in receiving a
respond from agency.
Flow Chart
Mandatory Criteria
Look for Client’s
Charter page
Identify feedback
response time frame
Capture the
screenshot
Look for
“Feedback Form”
Not Available
Available
Working
Response
received?
Yes
Condition
fulfilled?
Send a
sample
enquiry
Not Working
No
Select
“No”
Pass
time frame
Capture the
screenshot
Does not
exceed
time frame
Capture the
screenshot
Select
“No”
Select
“Yes”
Upload the
URLs
Click
“Submit”
28
1. Go to your agency website.
ÜÜ Start with the Feedback Form criterion,
followed by Feedback Auto-Notification
to avoid duplication in sending enquiries
to agencies.
2. Look for Client’s Charter page.
29
TIPS
Steps
Mandatory Criteria
3. Identify the feedback response’s time frame set by the agency.
4. Capture screenshot of the Client’s Charter web page.
5. Go back to the homepage and look for Feedback Form.
6. Complete the Feedback Form and submit a sample enquiry to observe the
form is working.
Mandatory Criteria
30
7. a) Time frame disclosed in client’s charter:i) If enquiry is responded by agency as per time frame in the client’s
charter, select “Yes”. Upload the screenshots to the Self-Assessment
System i.e. Client’s Charter page and response received from the enquiry
made via feedback form;
or
ii) If enquiry is responded by agency later than the time frame in the
client’s charter, select “No”. Upload the screenshots to the SelfAssessment System i.e. Client’s Charter page and response received
from the enquiry made via feedback form.
b) Time frame is not disclosed in client’s charter:i) If enquiry is responded by agency within 3 working days, select “Yes”.
Upload the screenshot to the Self-Assessment System i.e. response
received from the enquiry made via feedback form;
or
ii) If enquiry is responded by agency later than 3 working days, select
“No”. Upload the screenshot to the Self-Assessment System i.e.
response.
or
ÜÜ Time frame can also be observed in the
notification that appear after submitting
the enquiry. However it is important that
time frame is disclosed in the Client’s
Charter too.
BACK TO MAIN PAGE
Mandatory Criteria
31
TIPS
c) If enquiry is not responded or website does not offer Feedback Form,
select “No”.
NON-MANDATORY CRITERIA
All other criteria based on 7 pillars that increase the usage
and improve user experiences. Not meeting the criteria will
result loss of mark.
Criteria:
Mobile Web/Version
About Us
Personalisation
Look and Feel
Electronic Archive
Contact Details
Homepage Length
Sitemap
Client’s Charter
Broadcast
Audio or Video
Publications
Feedback Form
New Media
Multi-Language
No Broken Link
Link to myGov
Searchable Database
Achievement of Client’s Charter
Description
Non-Mandatory Criteria
Pillar 2: Functionality
Definition
§§ Refers to the provision of a list of questions that are frequently asked by the website
users.
Conditions
§§ Must be created to answer specific questions related to the agency.
§§ Advisable to provide contact details of the relevant officer of the agencies. This will
allow users to enquire or send questions that are not available in the FAQ section.
33
Flow Chart
Yes
No
FAQ
available?
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
34
Steps
ÜÜ The FAQ is usually placed at the top right
of the page.
3. Identify whether the conditions are fulfilled especially the Questions and
Answer listing must be related to the agency.
35
TIPS
2. Look for the availability of FAQ hyperlink or icon on the homepage.
4. Capture the screenshot of the page that display the FAQ information.
5. a) If the FAQ section is available and meet the condition, select “Yes” and
upload the screenshot to the Self-Assessment System. Fill in also the URL;
or
b) If the FAQ section is available but does not meet the condition, select
“No” and upload screenshot to the Self-Assessment System. Fill in also the
URL;
or
c) If the section is not available, select “No”.
BACK TO MAIN PAGE
36
Feedback Form
Description
Definition
§§ Refers to the opinion expressed by users with regards to the website functionality,
usage experiences or related agency’s issues.
Conditions
§§ Complaints are not considered as Feedback.
§§ Sign-up and log-in requirements for the feedback form are discouraged.
FAQ
I have provided a feedback form in my website. Why I did not get marks for the feedback
response?
Response must be sent to the recipient within 3 working days to be able to obtain
marks.
Can SISPAA be utilised for the Feedback Form criterion?
Yes. Agency may utilise this existing initiative instead of creating new feedback form.
37
Feedback Form
Flow Chart
Available
Look for
“Feedback Form”
Send a
sample
enquiry
Not Available
Not Working
Working
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
38
Feedback Form
Steps
ÜÜ Browse the page to look for any form of
assistance. The Feedback Form is usually
available at the Contact Us section.
ÜÜ Status checking in a feedback form can
contribute to online service.
2. Send a sample enquiry to observe whether the form is working.
39
TIPS &
TRICKS
1. Go to you agency website and look for the availability of Feedback Form.
Feedback Form
3. Identify whether the conditions are fulfilled:
èè
Complaints are not considered as Feedback
èè
Signing up and logging in to the feedback form are discouraged
4. Capture screenshot that display the Feedback Form is working.
5. a) If the feedback form is working, select “Yes” and upload the screenshot to
the Self-Assessment System. Fill in also the URL;
or
b) If the feedback form is not working, select “No” and upload screenshot to
or
c) If it is not available, select “No”.
BACK TO MAIN PAGE
40
Description
Definition
§§ Refers to the notification prompted/displayed after the submission of feedback by a
user. The notification must inform the user that the feedback has been sent/received
and the time frame for response from the relevant officer.
Conditions
§§ Pop-up message after clicking the “Submit” icon that inform the user that the
message have been received by the system and to expect a reply by a time frame.
§§ Time frame for expected response from the agency.
ÜÜ A feedback form that made the time
frame readily available can obtain marks
for this criterion.
FAQ
Do we get marks for Auto-Notification automatically by providing an Auto-Notification message?
In order to comply with this criterion, agency must include the stipulated time frame of
which they will respond to the queries sent by users/citizen. Auto-Notification message
without the stipulated time frame is considered as noncompliant. E.g. Thank you for your
submission. Please anticipate our response within 3 working days.
Do I have to change the timeline to respond in the feedback auto-notification?
Yes, the timeline must be aligned with the time frame disclosed in your client’s charter.
41
TRICK
§§ Reference/ Tracking number is encouraged to be included in the notification
message.
Flow Chart
Not Available
Look for
“Feedback Form”
Available
Available
Identify time
frame
response
Not Available
Send a
sample
enquiry
Capture the
screenshot
Yes
Notification
message received
Select
“No”
No
Capture the
screenshot
No
Time frame
available?
Select
“No”
Yes
Capture the
screenshot
Select
“Yes”
Upload the
URLs
Click
“Submit”
42
Steps
1. Go to your agency website and look at the availability of Feedback Form.
2. Identify whether the time frame is displayed in the notification.
3. a) If Feedback Form already stated the time frame, capture the screenshot;
or
b) If it is not displayed, fill in the Feedback Form to submit enquiry. Identify
whether the notification containing the time frame is prompted after the
enquiry is submitted. Capture the screenshot.
43
4. a) If the time frame is readily available in the Feedback Form, select “Yes”
and upload the screenshot to the Self-Assessment System. Fill in also the
URL;
or
b) If the time frame is not readily available but displayed in the feedback
notification, select “Yes” and upload the screenshot to the SelfAssessment System. Fill in also the URL;
or
c) If the time frame is not readily available and not displayed in the
feedback notification, select “No”. Upload the screenshot to the SelfAssessment System. Fill in also the URL;
or
d) If there is no Feedback Form, select “No”.
BACK TO MAIN PAGE
44
Broadcast
Description
Definition
§§ Refers to section where announcements, news or latest updates in the agency are
being made.
Conditions
§§ The section should not be left blank.
§§ If there is no update/announcement, the section must display notification such as
“No latest announcement is available”.
45
Broadcast
Flow Chart
Look for “Broadcast
Section/Tab/Header”
Yes
No
Broadcast
Information
available?
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
46
Broadcast
Steps
2. Look for the Broadcast section/header that include Announcements, News
and latest changes in the agency.
47
Broadcast
3. Identify whether broadcast section fulfils the condition:èè
The section should not be left blank. If there is no update/announcement,
it must be displayed as “No latest announcement is available”.
4. Capture screenshot of the page that display the Broadcast information.
5. a) If the broadcast section is available and meet the condition, select “Yes”
and upload screenshot to the Self-Assessment System. Fill in also the
URL;
or
b) If the broadcast section is available but does not meet the condition,
select “No” and upload the screenshot to the Self-Assessment System. Fill
in also the URL;
or
BACK TO MAIN PAGE
48
Electronic Archive
Description
Definition
§§ Refers to an accumulation of information in digital forms for a minimum of the
previous 1 year.
§§ The information may include, but not limited to the following:úú Articles
úú News clipping
úú Announcements
úú Policies
úú Budget
úú Legal Documents
Conditions
§§ Archive must be relevant to the agency and its portfolio.
FAQ
Do I have to create a specific section for archive or would a section containing the publication
from previous years suffice?
The section may not necessarily be named Archive. Therefore, having content from
previous years may contribute mark for this criterion.
49
Electronic Archive
Flow Chart
Look for “Archive
Section/Tab/Header”
Yes
No
Archive
Information
available?
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
50
Electronic Archive
Steps
2. Look for the Archive section/header that includes Announcements, News
Clipping and Articles in the agency.
3. Identify whether the archive information fulfils the conditions:
èè
Archive is relevant to the agency and its portfolio
51
Electronic Archive
4. Capture screenshot that display the detail page of the Electronic Archive.
5. a) If the archive information is available and meet the condition, select “Yes”
and upload screenshot to the Self-Assessment System. Fill in also the
URL;
or
b) If the archive information is available but does not meet the condition,
select “No” and upload the screenshot to the Self-Assessment System. Fill
in also the URL;
or
BACK TO MAIN PAGE
52
Mobile Web/Version
Description
Definition
§§ Refers to a version of the website that is customised to be viewed using mobile or
smaller devices such as smartphone, tab or iPad.
Conditions
§§ The version must be simpler than the full desktop version or if it’s the same version,
the view is tailored to the size of the mobile device i.e. using responsive design.
§§ Notification of the availability of the service including QR code or mobile icon must
be displayed on the desktop version to inform users.
§§ A QR code may be used to notify the availability of Mobile Version.
§§ At least one of the criteria of mobile web/version must be fulfilled.
ÜÜ Utilisation of responsive design and QR
code can contribute marks not only for
Mobile Web/Version, but also for New
Media.
FAQ
Are we required to test the Mobile Web/Version on mobile devices?
Yes, websites with Mobile Web/Version are required to view the website via mobile
devices. Screenshot(s) must be taken from any type of mobile devices to be uploaded
into the Self-Assessment System.
How do I make sure that the Mobile Web/Version created for my agency fulfils the ProBE 2015
requirement?
The Mobile Web/Version must be simpler than the desktop version and caters to the
screen size of the respective devices used by users. However, the announcement on the
feature must be displayed on your website.
53
TRICK
§§ Must be displayed on a mobile device such as smartphone, tab or iPad.
Mobile Web/Version
Flow Chart
Look for “mobile web
features via
announcement/QR
code/icon mobile”
Yes
No
Mobile Web
Version
available?
Condition
fulfilled?
No
Yes
Available
View the
website via
mobile devie
Not
Available
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
54
Mobile Web/Version
Steps
2. Look for the Mobile Web/Version announcement, QR code or the mobile
icon.
55
Mobile Web/Version
3. Identify whether the following conditions are fulfilled:
èè
The mobile version must be simpler than the full desktop version
èè
Announcement on the features must be displayed in the desktop version
4. View a Mobile Web/Version using
a mobile device.
5. Capture screenshot that display the
mobile web version on a mobile device.
6. a) If version works well, select “Yes”
and upload screenshot to the
Self-Assessment System.
or
b) If version does not work,
select “No” and upload screenshot
to the Self-Assessment System.
or
c) If version is not available, select
“No”.
ÜÜ Galaxy Tab 2 lets you capture the image
on the screen by touching “Screen
Capture” icon on the tab.
ÜÜ Xperia users may hold the Power
button and Volume-down button down
simultaneously for a few seconds.
ÜÜ These methods varies for different
models of mobile devices.
BACK TO MAIN PAGE
56
TIPS
ÜÜ The common instruction for most mobile
devices is to hold the Power button and
Home button down simultaneously for up
to 2 seconds.
Description
Definition
§§ Refers to the compliance of Level A of Web Content Accessibility Guidelines (WCAG)
2.0 that allows a disabled person to be able to use the website.
Conditions
§§ Websites are required to comply with the requirements of WCAG 2.0.
§§ Usage of Online Tool: WAVE - http://wave.webaim.org/.
FAQ
I have the text resize feature in my website. Why did I not get marks for W3C Disability
Accessibility?
W3C Disability Accessibility criteria is assessed via an online tool that verify your website
compliance to the WCAG 2.0. Compliance to the WCAG 2.0 indicates that the website is
fully functional for the usage of Disabled persons.
I have used WAVE to check the W3C Disability Accessibility but it did not provide any result. Is
there any other tools than can be used?
Yes, you may utilise other tools such as AChecker or Tawdis. However, WAVE is our
primary tool for checking.
Will W3C Disability Accessibility criterion involve the feature to increase the font size?
No. The compliance of this criterion will only be based on the result (0 error) produced
by the online tool.
57
Flow Chart
Go to
http://wave.webaim.org/
Enter your agency URL
Click on
“Submit”
No Error
Identify the result of Level A
compliance
Error
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Upload the
screenshot
Select
“No”
Click
“Submit”
58
Steps
TIPS
1. Go to http://wave.webaim.org/.
ÜÜ You may also search the online tool
“WAVE” using search engine such as
Google or Yahoo.
2. Type your agency URL.
4. Identify the result of W3C Disability Accessibility.
5. Capture screenshot of the page that displays the W3C Disability Accessibility
result.
59
6. a) If WAVE resulted no error, select “Yes” and upload screenshot to the SelfAssessment System;
or
b) If WAVE resulted error, select “No” and upload screenshot to the SelfAssessment System.
ÜÜ Compliant of this criterion is only
observed in the number of errors reflected
in the Summary tab i.e. zero error.
BACK TO MAIN PAGE
60
TIPS
New Media
Description
Definition
§§ Refers to all that is related to Internet and interplay between technology, images and
sounds.
Conditions
§§ Maximum of 5 New Media channels to be assessed.
§§ Additional technology such as Web 2.0 is considered as part of New Media.
§§ Social Media accounts and feeds must be updated regularly.
§§ The New Media incorporated in the website such as QR Code, tag cloud, responsive
design, mobile apps, e-book reader must be error-free.
§§ The Live Chat representative must be online during the set time frame that is
published on the website.
ÜÜ The Audio/Video and Publications section in Pillar 3 also can
be used to score additional point under New Media section.
ÜÜ The Mobile Web/Version section in Pillar 2 such as QR code
also can be used to score additional point under New Media
section.
ÜÜ Social media is not compulsary for this criterion. Agencies have
the freedom to choose the type of new media they want to
provide to users.
ÜÜ Youtube utilisation can contribute marks for both Audio/Video
and New Media criteria.
FAQ
ÜÜ Publications that utilises e-book reader can also contribute to
New Media criterion.
Is it acceptable for an agency to only provide social media on its website?
Yes, with the condition that the social media are kept updated.
Kindly advise on Maximum of 5 New Media.
To obtain full mark, agency should provide 5 new media to its users.
Is responsive design considered as Mobile Web/Version?
Yes. However, announcement of the version must available in website.
61
TIPS & TRICKS
§§ Example of new media are blogs, video sharing, image sharing, RSS Feed, webcast,
webinar, widget, tag clouds, pinboard and podcast.
New Media
Flow Chart
Available
Look for “information/
icon related to New
Media”
Not Available
Open all New
Media channels
available
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Fill in new media
name
Upload the
URLs
Click
“Submit”
62
New Media
Steps
2. Look for information, technology or icon that represent New Media.
3. Open all the new media channels available on the website.
Example: Open the Twitter or Facebook page that is listed on the website.
63
New Media
4. Identify whether the new media available fulfil the conditions:
èè
Additional technology such as Web 2.0 is considered part of new media
èè
Social media feeds must be updated regularly
èè
The new media incorporated in the website such as QR code, tag cloud,
responsive design, mobile apps, e-book reader must be error-free
èè
The Live Chat representative must be online during the set time frame
5. Capture the screenshot for all the new media channels published on the
website.
6. a) If new media are working/updated, select “Yes” and fill in the name of the
new media. Upload screenshot to the Self-Assessment System. Fill in also
URL;
or
b) If there are more than one new media, click button “Add” and fill in the
name of the new media. Upload screenshot to the Self-Assessment
System and fill in also the URLs;
or
or
d) If it is not available, select “No”.
ÜÜ You may have to login to the social media
to verify it is updated.
ÜÜ Make sure you look at publication section
too, in case an e-book reader is used.
ÜÜ If the website uses Responsive Design,
test it!
BACK TO MAIN PAGE
64
TIPS
c) If new media are not working/outdated, select “No” and upload
screenshot to the Self-Assessment System. Fill in also URL;
About Us
Description
Pillar 3: Content
Definition
§§ Refers to a section of the website that provides fundamental information on the
respective unit or department.
Conditions
§§ It may be provided in a dedicated section or incorporated in the introduction page.
§§ About Us section must be published on the website.
65
About Us
Flow Chart
Pillar 3: Content
Yes
About Us section
available?
No
Capture the
screenshot
Select
“Yes”
Select
“No”
Upload the
URLs
Click
“Submit”
66
About Us
Steps
Pillar 3: Content
ÜÜ Information is usually placed in the main
menu section and remain obvious on the
homepage.
67
TIPS
2. Look for About Us section or browse through the main introduction section.
About Us
3. Capture the screenshot of the page that display the About Us information.
4. a) If About Us section is available, select “Yes” and upload screenshot to the
Self-Assessment System. Fill in also the URL;
or
b) If About Us section is not available, select “No”.
BACK TO MAIN PAGE
68
Audio or Video
Description
Pillar 3: Content
Definition
§§ Refers to a segment of video or media files containing audio or video that has both
an in-time and an out-time within a larger video element.
Conditions
§§ Streaming or downloadable audio clips are clips with only sound that were recorded
for listening purposes.
§§ Background music is not considered as an audio clip.
§§ Flash is not considered as a video clip.
ÜÜ Having a video in your website can
contribute marks not only for this criterion
but also for the New Media, with the
condition agency is utilising video sharing
channel e.g. Youtube and is updated.
69
TRICKS
§§ Both the audio and video clips must be related to the agency.
Audio or Video
Flow Chart
Pillar 3: Content
Yes
Yes
Audio/Video
section
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
70
Audio or Video
Steps
Pillar 3: Content
ÜÜ Information can be found in the section
tabs or anywhere in the website.
Try look for related key words such
“media”/“multimedia”.
71
TIPS
2. Identify the presence of Audio or Video section or display in the website.
Audio or Video
3. Identify whether the audio or video clips fulfil the conditions:
èè
Audio clips must not be the background music
èè
Video clips must not be flash videos
èè
Both audio and video clips must be related to the agency
4. Capture screenshot of the page that display the audio or video information.
5. a) If the audio or video is available and working, select “Yes” and upload
screenshot to the Self-Assessment System. Fill in also the URL;
or
b) If it is available but not working, select “No” and upload screenshot to the
or
BACK TO MAIN PAGE
72
Contact Details
Description
Pillar 3: Content
Definition
§§ Refers to information by which members of the public, business or entity can use to
reach the agency.
úú Telephone – General telephone numbers of agency
úú Address – General mailing address
úú E-mail – General e-mail or webmaster e-mail address
Conditions
§§ To avoid misuse of e-mail addresses by other parties to send “spam e-mails”, the
e-mail addressed should be displayed differently i.e. hanani[dot]ahmad[at]moh[dot]
com[dot]my (hanani.ahmad@moh.gov.my).
FAQ
Why must the general e-mail address of agency not be written as it is?
When e-mail address is written as per norm, it is click-able and copy-able, hence allowing
spamming activities on the general e-mail.
To avoid the spamming activities, can the general e-mail address be displayed in an image?
Agencies can opt any ways to display their e-mail as long as the spammers will not be
able to steal it.
73
Contact Details
Flow Chart
Pillar 3: Content
Yes
Yes
Contact Details
section
available?
Condition
fulfilled?
Capture the
screenshot
No
No
Capture the
screenshot
Select
“No”
Tick
related
answer
Select
“No”
Upload the
URLs
Click
“Submit”
74
Contact Details
Steps
Pillar 3: Content
2. Look for contact section or browse through the availability of contact
details.
3. Identify whether the contact details provided fulfil all the conditions:
èè
Telephone Numbers
èè
Address
èè
E-mail
ÜÜ Information can be found in the section
tabs or anywhere on the homepage. Try
look for related key words such “Contact
Us”.
75
TIPS
4. Capture screenshot of the page that display the information.
Contact Details
5.
a) If the contact details are available and meet the condition, tick the
related box and upload screenshot to the Self-Assessment System. Fill
in also the URL;
or
b) If the contact details are available but do not meet the condition,
select “No” and upload screenshot to the Self-Assessment System. Fill
in also the URL;
or
c) If they are not available, select “No”.
BACK TO MAIN PAGE
76
Multi-Language
Description
Pillar 3: Content
Definition
§§ Refers to access of website content in multiple languages for user selection.
Conditions
§§ Malay Language content must be made available for all websites where as English
and third language content are encouraged.
§§ Fulfil the specific conditions of the English language content:
úú All the content within the website must be translated into English
úú Discrepancies between Malay and English must be avoided
úú Translation via online tools is not permissible
§§ Content in third language, for example Mandarin/Tamil are optional for the websites.
The use of online tool is permissible with the condition where notice of disclaimer is
displayed to inform users of its limitation and risks.
77
Multi-Language
FAQ
Can we use Google Translator for English section?
Due to its inaccuracy in translation, agency will not obtain any marks for the provision
of English Language via any translation tool including Google Translator.
I have provided online translator for third language but no marks are rewarded. Why is that so?
The online translator used may not translate the content of your website appropriately
or may contain error. Therefore please check that the translator is working from time to
time.
My agency has published a report in Malay Language. Does it require translation to English
Language to be published on the website?
No. Publications do not require translation to other languages so that it can be
published on the website.
What are the main reasons for agency not being able to score any mark English Language?
The main reasons are the mixture of languages in the English section. For instance, a
banner in Malay language is displayed in the English Language version of the website.
Do we have to translate special names in Malay Language to English Language for the English
language version of the website?
No. Special names are excluded from assessment.
Is the dual language banner allowed on websites?
Yes, announcement on the banner can be in dual language.
Must the content of tender be translated to English language?
No.
Can a banner displayed in English section be in Malay language?
No. However, special names e.g. names of events, places are excluded from being
translated to English language.
Can the content in English language version be of a simpler version that the Malay section?
No, the same content must be available in both sections.
Must all the pages in the website be translated in English language?
Yes.
78
Multi-Language
Flow Chart
Pillar 3: Content
Malay Language
Content available?
No
English Language
Content available?
Yes
Capture the
screenshot for
related language
Tick
related
answer
No
Condition
fulfilled?
Upload the
URLs
Click
“Submit”
No
Yes
Yes
Yes
Third Language
Content available?
No
Capture the
screenshot for
related language
Select
“No”
Select
“No”
79
Multi-Language
Steps
Pillar 3: Content
2. Look for Malay Language content.
ÜÜ Information can be found in the top
section or anywhere on the homepage.
Try look for related key words such as
“Language”.
ÜÜ Circulars, Name of Event, Publications,
Tender, News Article, Speech, Press
Release, Act and Journal do not require
translation from Malay language to others.
80
TIPS
3. Identify the availability of English and Third Languages content.
Multi-Language
4. Identify whether the content languages meet the conditions:¤¤ Malay Language: Compulsory
¤¤ English Language
èè
All the content within the website must be translated into English
èè
Discrepancies between Malay and English must be avoided
èè
Translation via online tools is not permissible
èè
Third Language: If an Online Translation tool is used, notice of disclaimer
is to be displayed to inform users of its limitation and risks
5. Capture screenshot of the homepage of all the languages made available by
the website.
6. a) Malay Language
i) If the content meets the condition, tick “Malay Language” and upload
or
ii) If the content does not meet the condition, select “No” and upload
screenshot to the Self-Assessment System. Fill in also the URL.
b) English Language
i) If the content meets the condition, tick “English Language” and
upload screenshot to the Self-Assessment System. Fill in also the URL;
or
the screenshot to the Self-Assessment System. Fill in also the URL.
c) Third Language
i) If the content meets the condition, tick “Third Language” and upload
or
screenshot to the Self-Assessment System. Fill in also the URL.
BACK TO MAIN PAGE
81
Publications
Description
Pillar 3: Content
Definition
§§ Refers to any official publications issued by agencies that are published or
downloadable from the website.
Conditions
§§ Publications must be made available online.
§§ All the hyperlinks provided for the information/download shall be active links.
§§ Journal’s or Publication’s abstracts are not considered as Publication.
ÜÜ Utilisation of e-book reader can
contribute marks not only Publications,
but also New Media.
ÜÜ Publication of current and previous
years can contribute marks not only
for Publication criterion, but also for
Electronic Archive.
82
TRICKS
§§ Agency may also utilise online application such as e-book reader.
Publications
Flow Chart
Pillar 3: Content
Yes
Yes
Publication
section
available?
Condition
fulfilled?
Capture the
screenshot
No
No
Capture the
screenshot
Select
“No”
Select
“Yes”
Select
“No”
Upload the
URLs
Click
“Submit”
83
Publications
Steps
Pillar 3: Content
2. Look for Publication in the section tabs or anywhere in the homepage.
3. Identify whether the available e-publications meet the conditions:èè
Majority of the publications/databases must be made available online
èè
All the hyperlinks provided for the information/download are active links
èè
Journal or Publications abstracts are not considered as Publication
èè
May utilise online application such as e-book reader
84
Publications
4. Capture screenshot of the page that display the Publications.
5. a) If the Publication section is available and meets the condition, select
“Yes” and upload screenshot to the Self-Assessment System. Fill in also
the URL;
or
b) If the Publication section is available and does not meet the condition,
select “No” and upload screenshot to the Self-Assessment System. Fill in
also the URL;
or
c) If Publication section is not available, select “No”.
BACK TO MAIN PAGE
85
Homepage Length
Description
Pillar 4: Navigation
Definition
§§ Homepage length refers to the size of the website homepage.
Conditions
§§ The length of the “scrolling-down” on the page must be 3 pages or less (measured by
“Page Down” key on the keyboard).
§§ Resolution: Maximum of 1280 x 800.
86
Homepage Length
Flow Chart
Go to your agency homepage
Scroll-down to
the bottom of
the page
Less than
3 pages
Condition
fulfilled?
More than
3 pages
Capture the
screenshot
Select
“Yes”
Select
“No”
Upload the
URLs
Click
“Submit”
87
Homepage Length
Steps
1. Go to your agency homepage.
TIPS
2. Browse and inspect the overall length of the homepage.
ÜÜ You may also check the declared
homepage size at the bottom of the
page.
88
Homepage Length
èè
Scroll-down of the page must be 3 pages or less
(measured by “Page Down” button)
èè
Resolution: Maximum of 1280 x 800
ÜÜ The key for
Page Down vary
depending on
the keyboard.
Common key
labels are Page
Down and PgDn.
5. a) If the homepage length is less than 3 pages, select “Yes” and upload the
or
b) If the homepage length is more than 3 pages, select “No”.
BACK TO MAIN PAGE
89
TIPS
4. Capture screenshot of the entire length of the homepage.
No Broken Link
Description
Definition
§§ Refers to a hyperlink that no longer points to its original destination. This could be
for a variety of reasons:
úú the destination page has been moved or unavailable
úú the destination page has been renamed etc.
§§ Clicking on a broken link will usually return what’s called a “404 error page”, which
is simply an automated message generated within the browser telling the user
that the web server could not locate the web page that corresponds to the clicked
hyperlink.
Conditions
§§ All hyperlinks within the website must be active.
§§ Check to ensure that hyperlinks are active using Online Tool W3C Link Checker:
http://validator.w3.org/checklink.
úú Intranet is not considered as part of broken link
úú File formats such as *.jpg, *.jpeg, *.gif, *.png, *.css, *.js, *.ico, lang=bm, jssessionid
are not taken into consideration for the Broken Link test
úú Only links that originate from the same domain are taken into consideration
FAQ
Are all the broken links listed by the tools considered as my agency broken links and marks will
not be rewarded?
No. All broken links must be validated if they are broken and reside with your agency
domain.
90
No Broken Link
Flow Chart
Go to
http://validator.w3.org/checklink
Enter your
agency URL
Click on
“Check”
Active
Link
Capture the
screenshot
Identify the
result of
Broken Link
Checker
Yes
Broken
Link
Condition
fulfilled?
No
Capture the
screenshot
Select
“Yes”
Upload the
screenshot
Select
“No”
Click
“Submit”
Upload the
URLs
91
No Broken Link
Steps
ÜÜ It is usually placed on the homepage of
the website.
ÜÜ It may take several seconds before the
result is displayed.
2. Type your agency URL address and click “Check”.
92
TIPS
1. Go to http://validator.w3.org/checklink.
No Broken Link
3. Identify the result of Broken Link checker.
4. Verify each broken link listed by the tool whether it fulfils the Broken Link
conditions:
èè
Intranet is not considered as part of Broken Link
èè
Files such as .jpg, .jpeg, .gif, .png, .css, .js,.ico, lang=bm, jsessionid are not
taken into consideration for the Broken Link test
èè
Only links that originate from the same domain are taken into
consideration
5. Capture screenshot for all of the broken link pages that are listed to prove
that they are not considered as broken links.
6. a) If no broken link is found, select “Yes” and upload the screenshot to the
Self-Assessment System;
or
b) If broken link is found, select “No” and upload the screenshot to the SelfAssessment System. Fill in also the URL of the broken link(s).
BACK TO MAIN PAGE
93
Personalisation
Description
Definition
§§ Personalisation refers to the delivery of appropriate content and services,
tailored-made to the user’s needs with the aim to improve the user’s experience
of a service.
Conditions
§§ It is a convenient approach to direct users to the right information and services.
§§ Segmentation of the website to cater to specific audience.
§§ Links are provided for specific users of the website.
ÜÜ To comply this criterion, the target
audience must be more than 1 category.
FAQ
Is there a limit of categories that a website should display?
Yes, at least two categories must be made available.
To comply to this criterion, the target
audience
be more than 1 category.
Must online services be included
in themust
personalisation?
Agencies have the freedom on the content that they want to display in each of the
categories in the personalisation. They may be aligned according to information,
services or both.
94
TIPS
§§ Example: Students, Parents, Teachers.
Personalisation
Flow Chart
Yes
Yes
User
segmentation
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
95
Personalisation
Steps
2. Look for the segmentation of the website to cater to specific audience such
as Malaysian Exporters and Foreign Buyers.
96
Personalisation
3. Identify whether the condition is fulfilled.
èè
Links are provided for specific users of the website
4. Capture screenshot of each page for the target audiences.
5. a) If section is available, select “Yes” and upload screenshot to the SelfAssessment System. Fill in also the URL;
or
b) If section is available but does not meet the condition, select “No” and
or
BACK TO MAIN PAGE
97
Sitemap
Description
Definition
§§ Refers to an interactive table of contents whereby the content of the website are
linked directly.
Conditions
§§ Most often, it is a textually organised model of the website content to provide an
overall outlook of the website mapping.
§§ In recent years, more complex, dynamic and interactive sitemap have been developed
and used by the websites.
§§ Links are provided for the content listed.
FAQ
Sitemap is provided in my website. Why is mark not awarded to my agency?
Your agency may lose mark because the sitemap provided in your website is not
dynamic.
98
Sitemap
Flow Chart
Yes
Yes
Sitemap
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
99
Sitemap
Steps
ÜÜ Sitemap is often placed at the bottom or
the top of the page.
100
TIPS
2. Look for the “Sitemap” link or menu. It is normally either on the top right or
bottom of the homepage.
Sitemap
èè
Links are provided for the content listed in the sitemap section
4. Capture screenshot of the page that display the detail of the sitemap.
5. a) If sitemap is available and meets the condition, select “Yes” and upload
the screenshot to the Self-Assessment System. Fill in also the URL;
or
b) If sitemap is available but does not meet the condition, select “No” and
or
BACK TO MAIN PAGE
101
Link to MyGov
Description
Definition
§§ Refers to the hyperlink provided on the website to access the myGov portal.
Conditions
§§ myGov is the official portal of the Government of Malaysia that serves as the main
gateway to all the websites of ministries, agencies and states.
§§ Hyperlink to myGov Portal is provided by all Government websites.
102
Link to MyGov
Flow Chart
Yes
Yes
Link to myGov
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
103
Link to MyGov
Steps
2. Look for the presence of myGov link in the website.
èè
Hyperlink to myGov portal
ÜÜ Links to other websites are usually placed
on the sidebars or bottom of the page.
104
TIPS
4. Mouse-over the cursor to the myGov link on the website.
Link to MyGov
5. Capture screenshot of the myGov URL display on the Status bar.
6. a) If the link is available and meet the condition, select “Yes” and upload
or
b) If the link is available but does not meet the condition, select “No” and
or
BACK TO MAIN PAGE
105
Description
Pillar 5: Search
Definition
§§ Refers to the search function made available on the website for users to locate
information using keywords within the websites only.
Conditions
§§ User may search information by entering keywords into the search function.
§§ The search function must only search for information within the agency websites.
FAQ
Can I use Google?
Yes, you may as long as you ensure that the results listed are within your domain.
The search engine in our website produces results beyond the domain. Will we obtain marks?
No, the results must be internal and revolve within the agency domain.
Can 1Akses be considered as search within website?
Yes, 1Akses initiative can be used as search engine for agency website.
Is 1Akses a mandatory criterion?
No but ProBE has a criterion named Search Within Website. 1Akses can be utilised for
this criterion especially when the initiative has the additional feature i.e. filtering.
What is the difference between Search Within Website and Searchable Database?
Search Within Website is searching feature for the entire content of the website while
the latter is specific on one section.
106
Flow Chart
Pillar 5: Search
Available
Look for internal
search engine
Not Available
Type
relevant
keyword
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
107
Steps
Pillar 5: Search
2. Look for an internal search engine.
ÜÜ The Search Button is often placed on the
top right side of the website.
ÜÜ Possible key words such as “archive”,
“location”.
108
TIPS
3. Type in a keyword relevant to the agency.
èè
The search function must only search for information within the agency
websites
5. Capture screenshot of the page that display the detail Search result.
6. a) If search engine is available and meet the condition, select “Yes” and
or
b) If search engine is available and does not meet the condition, select “No”
and upload the screenshot to the Self-Assessment System. Fill in also the
URL;
or
BACK TO MAIN PAGE
109
Searchable Database
Description
Pillar 5: Search
Definition
§§ Refers to searches that access information in specific section or database within the
websites.
Conditions
§§ Searches result/information derived from specific section of the website or database.
§§ Example of specific section: staff directory, circular, image gallery, news article.
FAQ
Is searchable database similar to search engine?
No, search engine is a mechanism to allow searching for the entire website while
searchable database limits to certain section e.g. Staff directory.
110
Searchable Database
Flow Chart
Pillar 5: Search
Available
Look for any
section that has
search function
Not Available
Type
relevant
keyword
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Upload the
URLs
Click
“Submit”
111
Searchable Database
Steps
Pillar 5: Search
1. Go to your agency website and browse into any specific section of the
website.
ÜÜ You may search at sections such as staff
directory, circular, image gallery, news
article.
ÜÜ Possible key words such as a name of
the staff from the Directory. You may use
common names such as “Muhammad”.
112
TIPS
2. Look for the search button/function in any specific section of the website.
Searchable Database
3. Type in a relevant key word that search the database.
ÜÜ Does the result provide the information
from a database?
5. Capture screenshot of the page that display the detail Search result.
6. a) If search engine works, select “Yes” and upload screenshot to the SelfAssessment System. Fill in also the URL;
or
b) If search engine does not work, select “No” and upload screenshot to the
or
c) If it is not available select “No”.
BACK TO MAIN PAGE
113
TIPS
Client's Charter
Description
Definition
§§ Refers to framework that defines service standards of the agency.
Conditions
§§ It is compulsory to be displayed in the website.
§§ Information provided on the Client’s Charter must be specific, indicative and
measurable.
FAQ
No marks were rewarded despite displaying the client’s charter on the website. Why is that so?
Charter displayed on the website must be measurable.
What does it mean by measurable client’s charter?
It means that the charter made available on the website can be measured i.e. A
complaint will be resolved in 10 working days.
114
Client's Charter
Flow Chart
Yes
Yes
Client’s Charter
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
115
Client's Charter
Steps
ÜÜ The Client’s Charter is usually placed at
the “About Us” or “Profile” sections.
116
TIPS
2. Look for Client’s Charter in the section tabs or anywhere in the homepage.
Client's Charter
3. Identify whether the Client’s Charter made available fulfilled the conditions:
èè
Client’s Charter must be indicated specifically and are measurable
4. Capture screenshot of the page that display the Client’s Charter information.
5. a) If charter meets the condition, select “Yes” and upload the screenshot to
or
b) If charter does not meet the condition, select “No” and upload the
or
c) If charter is not available, select “No”.
BACK TO MAIN PAGE
117
Achievement of Client's Charter
Description
Definition
§§ Refers to the statistical information on the compliance to the indicators set in the
Client’s Charter.
Conditions
§§ Information on the achievement of the Client’s Charter must be placed in the same
section as the Client’s Charter.
§§ Achievement must be updated on monthly basis.
ÜÜ If achievement is not measured on
monthly basis, please put a remark on its
measurement.
ÜÜ If achievement is measured on quarterly
basis, then achievement displayed must
be of two quarters before the existing
quarter.
FAQ
My agency does not track the achievement of client’s charter on monthly basis. How do I inform
assessor?
Please include a remark on the same page of the achievement that states the tracking of
this achievement e.g. quarterly, half a year, annually.
118
TIPS
§§ The achievement of the previous two months must be included.
Flow Chart
Yes
Yes
Achievement of
Client’s Charter
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
119
Steps
ÜÜ The Client’s Charter Achievement is
usually placed with Client’s Charter.
ÜÜ Achievement that is not updated on a
monthly basis must inform the regularity
of achievement.
120
TIPS
2. On the Client’s Charter page, look for Achievement of Client’s Charter.
3. Identify whether the displayed Achievement of Client’s Charter fulfilled the
conditions:
èè
Achievement must be updated on monthly basis
èè
The past two months achievement must be included
4. Capture screenshot of the Achievement of Client’s Charter and detailed
achievement.
121
5. a) If achievement meets the condition, select “Yes” and upload the
or
b) If achievement does not meet the condition, select “No” and upload the
or
BACK TO MAIN PAGE
122
Description
Definition
§§ Refers to the statistical data collected on the usage of the online services provided
by the website.
Conditions
§§ The website must publish the updated number of transaction for all of the available
online services provided.
§§ Statistics must be updated on monthly basis.
§§ Statistics of the past two months must already be made available.
123
Flow Chart
Yes
Yes
Statistics of
online services
available?
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
No
Select
“No”
Upload the
URLs
Click
“Submit”
124
Steps
ÜÜ Statistics are usually available at the
Online Services tab/section.
125
TIPS
2. Look for statistic of online services in the section tabs or anywhere in the
homepage.
3. Identify whether the available Statistic of Online Services:
èè
Statistics must be updated on monthly basis
èè
The past two months achievement must already be made available
4. Capture screenshot of the page that display the Statistic of Online Services
information.
5. a) If statistic displayed meets the condition, select “Yes” and upload
or
b) If statistic does not meet the condition, select “No” and upload
or
BACK TO MAIN PAGE
126
Look and Feel
Description
Pillar 7: Look and Feel
Definition
§§ The look and feel of a website refers to how the site looks to the user and how it feels
while browsing and interacting with it.
Conditions
§§ Maintain the consistency of the same look and feel on every page throughout the
website.
§§ Consistencies of header, footer or side panels on every page.
§§ Should the website includes an English Language content section, the look and feel
must be consistent with Malay Language version.
127
Look and Feel
Flow Chart
Browse through every
page of the website
Same
Identify the look
and feel for every
pages
Different
Capture the
screenshot
Select
“No”
Capture the
screenshot
Select
“Yes”
Upload the
URLs
Click
“Submit”
128
Look and Feel
Steps
2. Browse every pages of the website. Note the header, footer and side panels.
3. Identify whether the conditions are fulfilled:èè
Maintain the same look and feel on every pages
èè
Consistent header, footer and side panels
129
Look and Feel
ÜÜ Pay attention to the consistency of layout
arrangement, colours and fonts selection,
hyperlinks and menus design as well as
information display when assessing this
criteria.
ÜÜ Browse through all the available pages
and links to assess the look and feel.
130
TIPS
4. Capture several screenshots of the pages.
ÜÜ It is easier to determine the consistency
of a website by looking at the header
and main images design and colours.
5. a) If the look and feel is consistent, select “Yes” and upload the screenshot(s) to
or
b) If the look and feel is not consistent, select “No” and upload screenshot(s) to
the Self-Assessment System. Fill in also the URL.
BACK TO MAIN PAGE
131
TIPS
Look and Feel
A group of criteria involving Online Services
Criteria:
Aid, Tools & Help Resources
Instructions
§§ To score marks for the above criteria, specific scoring mechanism shall apply as
per following table.
§§ E.g. Each of the identified online services must have Aid, Tools and Help Resources
or no marks will be given.
SCENARIO
ALL
ALL
ANY
Aid, Tools and
Help Resources
Notification of
Transaction
Online Service
Security
Online Service A
✓
✗
✓
Online Service B
✓
✗
✗
Online Service C
✗
✓
✓
Online Service D
✓
✓
✓
Online Service E
✓
✓
✓
NO
NO
YES
SCORE
YES
Description
Definition
§§ Refers as services that can be fully transacted online such as:
úú Government to Citizens (G2C)
úú Government to Business (G2B)
úú Government to Government (G2G) services
Conditions
§§ E-Payment is considered as an online service.
§§ Maximum of 5 online services shall be assessed.
§§ End-to-end services without off-line transaction requirement.
§§ Services must be provided within the website domain.
§§ Intranet, Complaint and Feedback Forms are not part of online services.
§§ For online services that published outside the website’s domain, the ownership
information of the online services is to be verified.
ÜÜ To obtain full mark, please provide 5
online services.
ÜÜ If your agency has more than 5 online
services, please select the core ones.
133
TIPS
§§ Online services must be displayed on the homepage and hyperlinked to the location
of the online services within the website (or the verified link if it is outside of the
website’s domain).
FAQ
I have listed all my Intranet services on my website. Why is no mark awarded?
Intranet services are no longer a criterion for assessment as the assessment focuses on
the online services offered to external party i.e. G2G, G2C, G2B.
My agency has 200 online services. Which one should be listed in the website?
Selection of the services must be of the core ones to your agency.
What happened in the instances where an agency submitted 3 online services and they have
increased to 5 during the audit period?
The validator will add on the additional 2 online services.
My agency has 5 online services. Must the screenshot for the services be captured for the Aid,
Tools and Help Resources, Notification of Transaction and Online Services Security criteria?
Yes, all screenshot must be captured.
My agency provides an online service specifically for shipping companies where the manual is
only available when logging into the service. How will MDeC be able to validate the manual?
In cases like this, MDeC will be validating the answer based on the screenshot
uploaded by agencies to the system.
Is an online complaint system considered as online service?
No but if the service has status checking of the complaints, then the checking can
contribute to online service.
Can an online service for agency staff be considered in Number of Online Services?
No. G2G refers to services offered across agencies.
If an agency does not have online services, will it lose mark for Aid, Tools and Help Resources,
Notification of Transaction and Online Service Security?
Yes, naturally the agency will not be obtaining any marks for criteria involving online
services.
134
Flow Chart
Available
Identify online
services
Not Available
Enter/Login into
all the online
services
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Select
“No”
Fill in online
services name
Upload the
URLs
Click
“Submit”
135
Steps
2. Identify online services provided by the website.
ÜÜ Owner of online services will be indentified
if it is parked on a different domain than
its agencies i.e. via copyright.
136
TIPS
3. Enter or login into each of the online services.
4. Identify whether each of the online services fulfil the relevant conditions for
respective online services:
èè
End-to-end services without off-line transaction requirement
èè
Services must be provided within the website domain
èè
Intranet, Complaint and Feedback forms are not considered as online
services
5. Capture the screenshot of the completed transaction of all the Online
Services provided in the website.
6. a) If online service is available and meet the condition, select “Yes” and fill in
name of online service. Upload screenshot to the Self-Assessment System
and fill in also the URLs;
or
b) If there is more than one online service, click button “Add” and fill in
the name of online services. Upload screenshot to the Self-Assessment
System and fill in also the URLs;
or
c) If it does not meet the condition, select “No” and upload the
screenshot(s) to the Self-Assessment System. Fill in also the URL;
or
d) If there is no online service, select “No”.
BACK TO MAIN PAGE
137
Description
Definition
§§ Refers to information that will aid or help users when using online services available
in the website.
§§ These can be either:
úú Tips
úú Guidelines
úú Manual
úú Flowchart
úú Video Tutorial
Conditions
§§ All online services provided in the website must have either one forms of the five
examples as above.
§§ FAQ is not considered as Aid, Tools & Help Resources.
ÜÜ Only identify this criterion in the online
services you have submitted for “Number
of Online Services” criterion.
ÜÜ To obtain marks, all the above services
must have any forms of help to users.
FAQ
For Aid, Tools and Resources criteria, do we need to comply to the conditions for all of our Online
Services?
Yes, it is compulsory for all of the online services to provide Aid, Tools and Help
Resources.
Can an agency obtain marks if the manual to an online service is only obtainable once logged in?
Yes. However, it is encouraged that the manual is made available without having to log in
to the system.
138
TIPS
§§ Aid, Tools and Help Resources must be made available on the homepage of the
respective online services.
Flow Chart
Available
Observe online services you have
identified for “Number of online
services” criterion
Not Available
Enter/Login into
all the online
services
Identify help
features in the
online services
Not Available
Select
“No”
Available
Yes
Condition
fulfilled?
No
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Fill in online
services name
Upload the
URLs
Click
“Submit”
139
Steps
1. Go to your agency website and observe the online services you have
identified for “Number of Online Services” criterion.
2. Review and look for availability of any Aid, Tools or Help Resources such as
Guidelines, Procedures, Manual etc. to ease the online services.
140
èè
All of the online services provided in the website must have either one of
the five (5) examples
èè
FAQ is not considered as Aid, Tools & Help Resources
4. Capture screenshot of all pages that display the Aid, Tools & Help Resources
(See Example Screenshot above) for all the online services identified earlier.
5. a) If the criterion is available and meet the condition, select “Yes” and fill
in the name of the online services. Upload the screenshot to the SelfAssessment System and fill in also the URL;
or
b) If there are more than one online service with form of help, click button
“Add” and fill in the name of online services. Upload screenshot to the
Self-Assessment System and fill in also the URLs;
or
c) If the criterion is available but does not meet the condition, select “No”
and upload the screenshot to the Self-Assessment System as well as the
URL;
or
d) If no form of help is available, select “No”.
BACK TO MAIN PAGE
141
Description
Definition
§§ Refers to the notification sent to each user after an online transaction is completed.
Conditions
§§ For each online service.
ÜÜ Only identify this criterion in the online
services that you have submitted for
“Number of Online Services” criterion.
ÜÜ To obtain marks, all the above services must
have notification.
FAQ
What is the use of Notification of Transaction?
To notify user on the transaction so that he is in the know of the status. With the
notification, this also indicates that the online service is working.
My agency provides a service i.e. the bankruptcy list for bank. How do I provide the notification for
the service?
Notification would be the result of the list searching.
142
TIPS
§§ All the online services must provide the Notification of Transaction.
Flow Chart
Login to online services you have
Complete all Online
Transaction
Transaction
Notification
received?
Yes
Yes
Condition
fulfilled?
No
No
Select
“No”
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
FIll in online
services name
Upload the
URLs
Click
“Submit”
143
Steps
2. Enter or log in into each of your online services you have identified for
“Number of Online Services” criterion.
144
3. Complete each online transaction and click “Submit”.
4. Observe whether the notification of transaction is received for each of the
online services.
5. Identify whether notification of transaction received meet the condition.
6. Capture screenshot that display the notification of transaction.
7. a) If the criterion meets the condition, select “Yes” and fill in the name of
the online services. Upload the screenshot to the Self-Assessment System
and fill in also the URL;
or
b) If there are more than one online service with notification of transaction
, click button “Add” and fill in the name of online services. Upload
screeshot to the Self-Assessment System and fill in also the URLs;
or
c) If the criterion does not meet the condition, select “No” and upload the
screenshot to the Self-Assessment System and fill in also the URL;
or
d) If it is not available, select “No”.
BACK TO MAIN PAGE
145
Description
Definition
§§ Online Services Security refers to the security, authentication and protection of data
sent via Internet Protocol while using online services.
Conditions
§§ At least one form of security measure must be implemented for online services
provided by the website.
§§ Availability of the Public Key Infrastructure (PKI).
§§ Examples:
úú SSL
úú Digital certificate
úú Captcha
§§ At least one of the online services shall offer any of the above security measures.
§§ Online security measures provided must be prominently displayed on online services
pages.
FAQ
For Online Services Security criteria, do we need to comply to the conditions for all of our Online
Services?
No, a minimum of one Online Services is required to comply to the condition.
What is MDeC’s recognition towards agencies that are awarded with Malaysia Trust Sektor Awam
(MTSA)?
Agencies awarded with MTSA will be in compliance with the Online Services Security.
146
Flow Chart
Login to online services you have
Available
Yes
Identify Online
Services Security
Condition
fulfilled?
Not Available
No
Select
“No”
Capture the
screenshot
Capture the
screenshot
Select
“Yes”
Select
“No”
Fill in online
services name
Upload the
URLs
Click
“Submit”
147
Steps
2. Log in to the online services that you identified in the “Number of Online
Services” criterion.
148
3. Identify the online services security available in the online services such as
SSL/PKI/Digital Signature or Certificate.
èè
Availability of the Public Key Infrastructure (PKI) – SSL/Digital Certificate
èè
At least one of the Online Services must provide any of the above
security measures
èè
Security measures provided must be prominently displayed on Online
Services pages
5. Capture screenshot of the page that display the “Online Services Security”.
6. a) If the criterion meets the condition, select “Yes” and fill in the name of the
online service. Upload the screenshot to the Self-Assessment System and
fill in the URL;
or
b) If the criterion does not meet the condition, select “No” and upload the
or
c) If the criterion is not available, select “No”.
BACK TO MAIN PAGE
149
ProBE 2015 CHECKLIST
Name:
Signature/Stamp:
Designation:
Organisation/Agency:
Address:
Tel.:
E-mail:
Date:
ProBE 2015 Checklist
Mandatory Criteria
Compliance
Yes
No
1. Loading Time
2. Downtime
3. Updated Content
4. Responsiveness Within Client’s Charter
Non-Mandatory
Compliance
Yes
5. Frequently Asked Questions (FAQ)
6. Feedback Form
7. Feedback Auto-Notification
8. Broadcast
9. Electronic Archive
10. Mobile Web/Version
11. W3C Disability Accessibility
12. New Media
13. About Us
14. Audio or Video
15. Contact Details
16. Multi-Language
17. Publications
18. Homepage Length
19. No Broken Link
20. Personalisation
21. Sitemap
1 of 2
No
ProBE 2015 Checklist
Non-Mandatory
Compliance
Yes
22. Link to myGov
23. Search Within Website
24. Searchable Database
25. Client’s Charter
26. Achievement of Client’s Charter
27. Statistic of Online Services
28. Look and Feel
29. Number of Online Services
30. Aid, Tools & Help Resources
31. Notification of Transaction
32. Online Services Security
Mandatory Criteria: 4
Non-Mandatory Criteria: 28
Total Criteria: 32
2 of 2
No
“Towards government
online services excellent”
www.mscmalaysia.my
Multimedia Development Corporation Sdn. Bhd.
2360 Persiaran APEC
63000 Cyberjaya
Selangor Darul Ehsan, Malaysia
Tel: +603 8315 3000
Toll Free No.: 1-800-88-8338
Fax: +603 8315 3115
(389346-D)
clic@mdec.com.my

TIPS - jkt

Transcription

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