Laporan Kajian Kepuasan Pelanggan (CSI) Perkhidmatan 1Gov*Net 2016

Transcription

1 Laporan Kajian Kepuasan Pelanggan (CSI) Perkhidmatan 1Gov*Net 2016

2 CSI Information The Overview Customer Satisfaction Index (CSI) survey is to measure the performance based on customers experience that could lead to opportunities to improve the business and maintain the service excellence. The CSI for 1Gov*Net Project has been carried out annually as stipulated in the clause of the LTC 1Gov*Net Contract. The CSI Survey for 1Gov*Net Project was implemented since 2013 and conducted by research consultant, Taylor Nelson Sofres Research Malaysia (TNS). Annually during the Concession Period, the Company shall submit to the Government a customer survey report in respect of the Main Services substantially in the form as specified in Schedule XV conducted by a third party appointed by the Company with the prior written approval of the Government.

3 Background of the study CSI Milestone Product: 1Gov*Net Product: 1Gov*Net Sample size : 550 Achievement: Sample size : 445 Achievement: Product: 1Gov*Net 2015 Sample size : 550 Achievement: Product: 1Gov*Net &PCN 2017 Product: 1Gov*Net & PCN Target sample size : 550 Fieldwork date :Sept-Dec 2017 Sample size : 550 1Gov*Net :440; PCN : 110 Achievement: 555 1Gov*Net :458; PCN : 97

4 TRI*M 3Ms...Measuring, Monitoring and Managing Research Methodology Questions 4 Globally-standardized TRI*M Questions TRI*M Index Analysis One number score that measures the level of customer retention TRI*M Typology Analysis of different types of customer relationships Satisfactions towards Touch Points Diagnostic Elements Eg. Account Management A01. Knowledge in own products/services. A02. Inform you about products/services. A03. Provide availability, utilization and helpdesk report online and on demand. A04. Understand your business requirement. A05. Response in time to Inquiries (e.g. , telephone). A06. Reachability / ease of contacting. Touchpoints Index Grid Analysis Identify which touch points are key to customers based on Touchpoints index and Leverage Points Identification and prioritisation of performance improvement actions

5 CSI 2016 Fieldwork Study Overview CSI 2016 Target respondents : 550 Achievement : 555 1Gov*Net : 458 PCN : 97 Segment : 1Gov*Net : MAMPU, HQ, End User PCN : MAMPU, HQ Fieldwork Start : Oct 2016 End : Jan 2017 Data Collection Method : Face to face Online 2016 Touch Points: 1Gov*Net PCN Segments : MAMPU HQ End User MAMPU HQ 1) Account Management 2) PMO 1Gov*Net 3) MAMPU Project team 4) Service Delivery & Installation 5) Service Restoration 6) Helpdesk 7) Customer Report 8) Product

6 Breakdown by Ministry/Agencies Respondents 4 Critical Agencies Jabatan Imigresen N = 6 Jabatan Pendaftaran N = 6 Jabatan Kastam N = 7 Jabatan Pengangkutan Jalan N = 2 Top 10 Ministries / Agencies 1) Jabatan Perdana Menteri 2) Kementerian Kesihatan 3) Kementerian Kewangan 4) Kementerian Dalam Negeri 5) Kementerian Sumber Asli &Alam Sekitar (NRE) 6) Kementerian Kemajuan Luar Bandar & Wilayah 7) Kementerian Perumahan & Kerajaan Tempatan 8) Kementerian Pembangunan Wanita, Keluarga & Masyarakat 9) Jabatan Penerangan 10) Kementerian Pertanian Industri Asas Tani N Total number of sites : *10, 732 Total number of Ministries : *24 Total number of Agencies : *201 *Data as at database collection stage on Sept 2016

7 CSI 2016 Overall Performance TRI*M Index TRI*M Index 1Gov*Net overall performance shows improvement and exceeded the target set for Overall performance of 1Gov*Net shows a huge improvement attributed by all segment. Customer Retention ly Retained customers Retained customers Shopper category Vulnerable position Critical situation 1Gov*Net pts (16%) Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave Customer Retention End User 5pts (6%) HQ pts (24%) 88 MAMPU pts (27%) 81 PCN 89 Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016 Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016 Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016 Main Wave 2016 Baseline

8 satisfaction satisfaction satisfaction satisfaction Description of Customer Attitude Types For Explanatory Purpose Within the TRI*M Typology Mercenaries Medium to high satisfaction, low loyalty Apostles Customers essential to your long term success. satisfaction and loyalty. Satisfaction - Overall performance - Recommendation Mercenaries Customer satisfaction should translate into loyalty Apostles Just looking for better deals, and highly likely to switch if presented with a more attractive offer. What will engender loyalty? Positive word-of-mouth. How to retain them in a profitable way? Critics Dissatisfied and not loyal Hostages Medium to low satisfaction, but high in loyalty Negative word-of-mouth Often tied to company by contract, technology or other barriers Critics loyalty Hostages loyalty loyalty loyalty Loyalty - Repurchase / continue using - Competitive advantage

9 CSI 2016 Overall Quality of Relationship TRI*M Typology 1Gov*Net overall Quality of Relationship seen as Healthier at Overall level. Relationship of 1Gov*Net increases in share of Apostles and decrease in share of Critics. 22pts 11pts 24pts 53pts Apostles Mercenaries Hostages Critics

10 Performance (TRI*M Index) 1Gov*Net Overall Touch Points Performance Touch Points Index PMO 1Gov*Net & Product are the key focus areas for improvement. 120 Maintain 2015 Touchpoint: Service Delivery & Installation Customer Report Promote 2015 Touchpoint: Service Restoration Help Desk Product Avg: Touchpoint: Account Management MAMPU Project Team 2015 Touchpoint: PMO 1Gov*Net 60 Secondary Improvement Primary Improvement 0 Importance in driving TRI*M (Leverage) est Importance (0) Avg (5.0) est Importance (10)

11 PCN Touch Points Performance Touch Points Index Helpdesk and Product are the key focus areas for improvement.

12 CSI 2016 Touch Points Performance 1Gov*Net Touch Points Primary Improvement Secondary Improvement Maintain Promote PMO 1Gov*Net Product Customer Report MAMPU Project Team Account Management Service delivery & Installation Service restoration Helpdesk 1Gov*Net touch point performance Account Management PMO 1Gov*Net MAMPU Project Team Service delivery & Installation Service Restoration Helpdesk Customer Report Product 1Gov*Net ain Wave 2015) 93 (75) 87* (69) 95 (78) 93 (84) 96 (89) 95 (87) 90 (84) 91 (83) Leverage

13 CSI 2016 Touch Points Performance PCN Touch Points Primary Improvement Secondary Improvement Maintain Promote Helpdesk Product Customer Report PMO PCN Account Management MAMPU Project Team Service Restoration Service Delivery & Installation PCN touch point performance Account Management PMO 1Gov*Net MAMPU Project Team Service delivery & Installation Service Restoration Helpdesk Customer Report Product PCN * 107* Leverage

14 Stated importance Overall 1Gov*Net TRI*M Grid Analysis Diagnostic Primary Improvement - PMO 1Gov*Net MAMPU are performing well in PMO 1Gov*Net, however it could be further improved by being more proactive in organizing and conducting engagement program. Priority Action Attribute MAMPU B02 Pro-activeness in organizing and conducting engagement program. Weakness B10 Posses analytic skills. Weakness MAMPU Hygienics Motivators B09 B05 B08B04 B03B06 B01 B07 B02 B10 level Note: Please refer to appendix for detailed key area Medium level level Potentials?/Savers? Hidden Opportunities Impact on customer retention

15 Stated importance Stated importance Stated importance Overall 1Gov*Net TRI*M Grid Analysis Diagnostic Priority Action Primary Improvement - Product Product performance is more critical for End User & HQ segment, and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD). Attribute End User HQ MAMPU H04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD). Weakness Weakness Strength Medium H02 Reliability and stability of the service. Weakness Weakness Neutral Medium H03 Security of network service at the Managed Internet Gateway (MIG) and alert notification. Weakness Weakness Weakness Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF). Weakness Weakness Strength Medium H01 Access to 1Gov * Net for all agencies Weakness Weakness Neutral Medium H05 Security online services network in the 'Managed Internet Gateway (MIG)' Weakness Weakness Neutral Medium H06 Provide a variety of the latest technology to meet customer needs Weakness Weakness Neutral Medium H07 Easy to get service related information Weakness Weakness Neutral Medium H08 Offer traffic monitoring and visibility for network Weakness Weakness Neutral Hygienics End User HQ Motivators Hygienics HQ Motivators Hygienics MAMPU Motivators H03H07 H08 H02 H06 H01 H09 H04 H05 H04 H08 H03 H02 H01 H09 H05 H06 H07 H02 H03 H08 H06 H09 H04 H07 H05 H01 Potentials?/Savers?Hidden Opportunities Impact on customer retention Potentials?/Savers?Hidden Opportunities Impact on customer retention Potentials?/Savers? Hidden Opportunities Impact on customer retention level Note: Please refer to appendix for detailed key area Medium level level

16 Stated importance Stated importance Overall PCN TRI*M Grid Analysis Diagnostic PCN Priority Action Primary Improvement - Helpdesk Helpdesk should focus on being more prompt in answering calls and responding to s, besides providing assistance & information on action to be taken on first level problem verification. Attribute HQ MAMPU Medium F01 Quick to answer calls and s. Weakness Weakness Medium F04 Provide assistance and information on action to be taken on first level problem verification. Weakness Weakness F02 Competent, giving accurate information and possess relevant product knowledge. Weakness Neutral F08 Helpdesk PCN is easily contactable after office hour or via gitn.pcn@gitn.com.my. Hygienics HQ Motivators Weakness Hygienics MAMPU Strength Motivators F06 F07 F02 F03 F01 F05F04 F08 F07 F08 F01 F03 F06 F05 F02 F04 Potentials?/Savers? Hidden Opportunities Impact on customer retention Potentials?/Savers? Hidden Opportunities Impact on customer retention Strength Weakness level Note: Please refer to appendix for detailed key area Medium level level

17 Stated importance Stated importance Overall PCN TRI*M Grid Analysis Diagnostic PCN Primary Improvement - Product PCN product for HQ and End User are performing poorly in terms of easiness of getting service related information, updating on various type of technology and offer network traffic monitoring and visibility. Priority Action Attribute HQ MAMPU Medium H05 Ease of getting service related information. Weakness Weakness Medium H06 Provides updates and various type of technology to meet customers requirements. Weakness Weakness Medium H07 Offer network traffic monitoring and visibility. Weakness Weakness Medium H01 Access to 1Gov * Net for all agencies Neutral Strength Medium H02 Reliability and stability of the service Weakness Weakness Medium H03 Security of network service at the Managed Internet Gateway (MIG) and alert notification Weakness Weakness Medium H04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD) Weakness Strength Medium H08 Offer traffic monitoring and visibility for network Neutral Strength Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF) Weakness Weakness HQ MAMPU Hygienics Motivators Hygienics Motivators H03 H07 H02 H02 H08 H07 H01 H04 H04 H06 H08 H03 H05 H01 H05 H06 Potentials?/Savers? Hidden Opportunities Potentials?/Savers? Hidden Opportunities Impact on customer retention Impact on customer retention Strength Weakness level Note: Please refer to appendix for detailed key area Medium level level

18 Overall Summary Overall Performance 1Gov*Net index score registered improvement from 76 points in 2015 to 88 points in The improvement in performance is mainly due to higher increment seen in HQ and MAMPU performance score. The quality of relationship is strengthen in 2016 especially amongst MAMPU which recorded higher proportion of Apostles as compared to PCN HQ & MAMPU recorded equal share of Apostle, but MAMPU performed better in terms of TRI*M Index. Touch point Performance All touch points experienced improvement in performance in 2016 over 2015 for 1Gov*Net. The increment is mostly from End User and HQ segments. Compared to other segment, Product performance is more critical for 1Gov*Net End User & HQ segment, and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD). Key focus areas for improvement for 1Gov*Net : PMO 1Gov*Net, Product and Customer Report. Key focus areas for improvement for PCN : Helpdesk, product, customer report, PMO PCN. 18

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