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The Provider-Based Evaluation (Probe) 2014 Preliminary Report

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The Provider-Based Evaluation (Probe) 2014 Preliminary Report The Provider-Based Evaluation (ProBE) 2014 Preliminary Report I. Background of ProBE 2014 The Provider-Based Evaluation (ProBE), continuation of the formerly known Malaysia Government Portals and Websites Assessment (MGPWA), has been concluded for the assessment year of 2014. As mandated by the Government of Malaysia via the Flagship Coordination Committee (FCC) Meeting chaired by the Secretary General of Malaysia, MDeC hereby announces the result of ProBE 2014. Effective Date and Implementation The assessment year for ProBE 2014 has commenced on the 1 st of July 2014 following the announcement of the criteria and its methodology to all agencies. A total of 1086 Government websites from twenty four Ministries and thirteen states were identified for assessment. Methodology In line with the continuous and heightened effort from the Government to enhance delivery of services to the citizens, significant advancements were introduced to the criteria and methodology of assessment for ProBE 2014 exercise. The year 2014 spearheaded the introduction and implementation of self-assessment methodology where all agencies were required to assess their own websites based on the prescribed ProBE criteria. The key features of the methodology are as follows: ● Agencies are required to conduct assessment of their respective websites throughout the year; ● Parents agencies played a vital role in monitoring as well as approving their agencies to be able to conduct the self-assessment; ● During the self-assessment process, each agency is required to record the detailed result into the Self-Assessment System; ● Self-assessment manual tailored to the ProBE 2014 criteria are made available online for the agencies for reference and guidance when undertaking the self- assessment exercise; ● An audit process is established to verify the assessment conducted by agencies in the Self-Assessment System; and ● ProBE 2014 has taken into considerations international studies and benchmarks where criteria were aligned to American Customer Satisfaction Index (ACSI) as well as observation were made on United Nation E-Government Survey. Page | 1 ProBE 2014 II. Overview of the ProBE 2014 Outcome In 2014, a total of 981 from 1086 websites identified for evaluation have completed their self-assessment exercise. It was noted that 293 websites constituting 30% of the participated websites have achieved the 5-star rating. In addition, the percentage of websites rated 3-star and above has exceeded 95%, recording the best result since its inception nine years ago. In comparison to the previous year, there is an indication of 3% improvement despite the implementation of advanced criteria. Overall, the result of ProBE 2014 has demonstrated positive progress in all categories, with the exception of two websites rated 1-star compared to none last year. Although eight websites were inaccessible at the point of assessment and were categorised as Non-Accessible (N/A), the number has reduced tremendously from forty one websites in the 2013 assessment. It was noted, nonetheless that 105 websites did not undertake the self-assessment and therefore were rated N/A in ProBE 2014 exercise. Below is the historical trend from 2005 to 2013. YEAR 5-star 4-star 3-star 2-star 1-star TOTAL 2005 0 9 61 440 343 853 2006 0 16 124 434 251 825 2007 3 85 387 412 165 1052 2009 7 173 352 495 51 1078 2010 101 220 328 374 31 1054 2011 285 331 330 138 7 1091 2012 281 354 447 177 8 1267 2013 360 519 300 65 0 1244 Historical Trend of Star Rating of Websites from 2005 - 2013 Page | 2 ProBE 2014 The 2014 ProBE result and the distribution of websites according to its Star Rating are as follows: PARENT AGENCIES The websites identified for ProBE 2014 were categorised under thirty seven parent agencies. The Ministries showcased excellent performance where twenty one from the twenty four Ministries successfully had all their respective websites rated 3- star and above. Ministry of Federal Territories stood out the most, being the only parent agency that achieved 5-star rating for all of its six websites. Meanwhile, nine other Ministries achieved only 4-star and 5-star rated websites. In reference to the thirteen States, only three State Government websites had all of its respective websites rated 3-star and above. These are the Penang, Negeri Sembilan and Johor State Governments. Total 5- 4- 3- 2- 1- Parent N/A Websites star star star star star Ministry of Federal 6 100% 0% 0% 0% 0% 0% Territories Ministry of Women, Family & Community 6 83% 17% 0% 0% 0% 0% Development Ministry of Communication 9 78% 22% 0% 0% 0% 0% and Multimedia Malaysia Ministry of Natural Resources and 12 75% 25% 0% 0% 0% 0% Environment Page | 3 ProBE 2014 Total 5- 4- 3- 2- 1- Parent N/A Websites star star star star star Ministry of Urban Wellbeing, Housing and 8 75% 25% 0% 0% 0% 0% Local Government Ministry of Agriculture and 15 73% 20% 7% 0% 0% 0% Agro -Based Industry Ministry of Rural and 11 73% 27% 0% 0% 0% 0% Regional Development Ministry of Foreign Affairs 3 67% 33% 0% 0% 0% 0% Ministry of Defence 10 60% 40% 0% 0% 0% 0% Ministry of Finance 10 60% 20% 20% 0% 0% 0% Ministry of Works 7 57% 29% 14% 0% 0% 0% Ministry of Home Affairs 9 56% 33% 11% 0% 0% 0% Prime Minister’s 51 55% 25% 18% 2% 0% 0% Department Ministry of Tourism and 11 55% 36% 9% 0% 0% 0% Culture Malaysia Penang State Government 26 54% 42% 4% 0% 0% 0% Ministry of Domestic Trade, Cooperative and 6 50% 33% 17% 0% 0% 0% Consumerism (MDTCC) Ministry of Energy, Green 2 50% 0% 50% 0% 0% 0% Technology and Water Selangor State 40 40% 48% 8% 3% 0% 3% Government Ministry of Science, Technology and 10 40% 50% 10% 0% 0% 0% Innovations Ministry of Transport 13 38% 46% 15% 0% 0% 0% Sarawak State 108 33% 44% 21% 1% 1% 0% Government Ministry of Human 13 31% 69% 0% 0% 0% 0% Resources Kelantan State 42 29% 60% 10% 0% 0% 2% Government Ministry of Plantation Industries and 7 29% 71% 0% 0% 0% 0% Commodities Perak State Government 58 24% 47% 26% 3% 0% 0% Johor State Government 32 22% 50% 28% 0% 0% 0% Negeri Sembilan State 32 22% 50% 28% 0% 0% 0% Government Kedah State Government 43 21% 67% 9% 2% 0% 0% Pahang State Government 43 21% 53% 23% 0% 0% 2% Page | 4 ProBE 2014 Total 5- 4- 3- 2- 1- Parent N/A Websites star star star star star Ministry of International 10 20% 70% 10% 0% 0% 0% Trade and Industry (MITI) Ministry of Education 149 17% 58% 20% 1% 0% 3% Terengganu State 34 12% 44% 41% 3% 0% 0% Government Ministry of Youth and 44 11% 73% 16% 0% 0% 0% Sports Melaka State Goverment 27 11% 30% 52% 7% 0% 0% Perlis State Government 12 8% 25% 25% 33% 8% 0% Ministry of Health 60 0% 67% 32% 2% 0% 0% Sabah State Government 2 0% 0% 50% 50% 0% 0% Page | 5 ProBE 2014 III. Performance by ProBE 2014 Criteria Compliance Pillar Criteria by agencies Pillar 1: Site Performance Q1 Loading Time 98% Q2 Aid, Tools & Help Resources 50% Q3 FAQ 93% Q4 Feedback Form 89% Q5 Feedback Auto-Notification 73% Q6 Number of online services 78% Pillar 2: Functionality Q7 Broadcast 96% Q8 Electronic Archive 89% Q9 Mobile Web/Version 78% Q10 W3C 31% Q11 Notification of Transaction 72% Q12 New Media 89% Q13 About Us 98% Q14 Audio/Video 84% Q15 Contact Details 99% Pillar 3: Content Q16 Multi-Language 88% Q17 Publications 81% Updating Activities Q18 84% (6 elements of Updating) Q19 Homepage Length 95% Q20 No Broken Link 69% Pillar 4: Navigation Q21 Personalisation 86% Q22 Sitemap 94% Q23 Link to myGov 93% Q24 Search Within Website 93% Pillar 5: Search Q25 Searchable Database 79% Q26 Client's Charter 93% Achievements of Client Q27 52% Pillar 6 : Charter Online Transparency Q28 Statistic of Online Services 52% Q29 Feedback Response 25% Q30 Online Service Security 36% Pillar 7 : Look and Feel Q31 Look and Feel 99% Page | 6 ProBE 2014 APPENDIX: COMPLETE LISTING OF AGENCIES STAR RATING (alphabetical order) Star Agency Name Rating Accountant General Department 5-star Agriculture Department 5-star Atomic Energy Licensing Board (AELB) 5-star Auditor General Office 5-star Bandar Baharu District Council 5-star Batu GaJah District Council 5-star Bau District Council 5-star Belaga District Office 5-star Betong Community College 5-star Betong District Council 5-star Bintulu Development Authority 5-star Bintulu Port Authority 5-star Bintulu Resident Office 5-star Board of Engineers Malaysia 5-star Cameron Highlands District Council 5-star Central Bank of Malaysia (Bank Negara Malaysia) 5-star Central Seberang Perai District and Land Office, Penang 5-star Central Terengganu Development Authority (KETENGAH) 5-star Chief Registrar's Office Federal Court of Malaysia 5-star City Council of Johor Bahru 5-star Community Development Department (KEMAS) 5-star Companies Commission of Malaysia 5-star Construction Industry Development Board (CIDB) 5-star Council of the City of Kuching South 5-star Council of Trust for the People (MARA) 5-star Page | 7 ProBE 2014 Star Agency Name Rating Dalat District Office 5-star Daro District Office 5-star Department of Awqaf, Zakat, and HaJJ (JAWHR) 5-star Department of Broadcasting (Radio Televisyen Malaysia) 5-star Department of Environment (DOE) 5-star Department of Fisheries 5-star Department of Information Malaysia 5-star Department of Insolvency Malaysia 5-star Department of Irrigation and Drainage Sarawak 5-star Department of Irrigation and Drainage, Kedah 5-star Department of Irrigation and Drainage, Perak 5-star Department of Irrigation and Drainage, Terengganu 5-star Department of Islamic Religious Sarawak 5-star Department of Lands And Mines Penang 5-star Department of Museums Malaysia 5-star Department of National
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