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MyGCC Division

INTRODUCTION

1. MyGCC is an initiative under MAMPU aimed to facilitate public communication with government agencies and improve the government’s service delivery system by utilizing the concept of single point of contact, which is to use a single telephone number 03-8000 8000 MyGCC’s communication channels have since been expanded to include SMS, e-mail, social media (Facebook, Twitter & Instagram), and the Chatbot SITI@MyGCC (Sharing Information Through Innovation).

2. MyGCC services enabled the general public to make enquiries, complaints, suggestions/feedback, appreciation, and get directory assistance to various Government Agencies 24 hours a day, 7 days a week, 365 days a year.

 

DEVELOPMENT AND ADMINISTRATION SECTION

1. Planning, managing, and monitoring the development of MyGCC operations in terms of technical aspects, competency, human resources and change management. 

2. Implementing a research and development (R&D) program on technology, standards and best practices in the contact center industry that can be applied at MyGCC.

3. Managing and monitoring the scope of work as well as payment claims for MyGCC project development contract.

4. Coordinating issues and concerns that arise during MyGCC development activities.

5. Managing, evaluating and monitoring change requests for functionality and technical specifications under MyGCC project development activities.

6. Cordinating the meetings of Technical Committee and Steering Committee.

7. Managing the administrative affairs of MyGCC.

8. Formulating and implementing training plans for MyGCC Customer Service Officers (PKP).

OPERATION SECTION

1. Managing and coordinating MyGCC’s daily operations, which include providing services to customers via voice and non-voice channels 24 hours a day, seven days a week.

2. Real-time daily operations monitoring, which includes managing PKP availability to receive calls/transactions, system reliability (system uptime), and services level management.

3. Receiving customer transactions and resolving customer enquiries/complaints filed with MyGCC.

4. Managing and documenting all MyGCC cases.

5. Managing and resolving cases that are escalated to the second stage (escalation and focal point) and received within the time frame specified.

6. Monitoring the level of service provided by MyGCC PKP.

7. Verifying complaints and appreciations received for services provided by MyGCC.

 

ICT SECTION

1. Planning, monitoring, reviewing, and improving MyGCC operations work processes, service information, and technical requirements.

2. Managing and monitoring the system network and the operation of MyGCC telecommunications.

3. Coordinating and communicating with ministries/departments/agencies Single Point of Contact (SPOC) and Subject Matter Expert (SME) in the acquisition of information for the K-Base system.

4. Preparing regular or ad hoc operations reports and analysis.

WAY FORWARD

Moving forward, MyGCC has set its direction to transition from the existing conventional multi-channel communication method towards omnichannel method which will further enhance the efficiency of communication between MyGCC, general public as well as strategic partners involving ministries/agencies.

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