>> The New Letterhead Format
1. What are the types of letterhead the agencies may use ?

The new format of letterhead for Ministries, Federal Departments and Agencies covers two (2) types of letterhead i.e. General Letterhead of Ministries, Federal Departments and Agencies and Letterhead for Head of Department. For the Ministries, Federal Departments and Agencies who are dealing with agencies abroad, they are allowed to use bilingual letterhead.

2. Is official information sent via email subject to this General Circular Letter?

The letterhead format specified in this General Circular Letter only applies to official letters of Ministries, Federal Departments and Agencies which are sent through mail, hand delivery or facsimile. The use of other official communication channels by Ministries, Federal Departments and Agencies such as electronic mail or e-mail are subject to “Development Administration Circular No. 1 of 2003: Guidelines on the Procedure of the Internet and Electronic Mail in Government Agencies” dated 28 November, 2003.

3. Is the agency required to replace the existing letterhead with new letterhead immediately?

This General Circular Letter comes into effect on 13th February , 2013. However, to avoid wastage, the usage of the new letterhead format and design described in this General Circular Letter can be implemented gradually. The Ministries, Federal Departments and Agencies should exhaust the stocks of existing letterhead before they start to use the new letterhead.

4. Does this General Circular Letter apply to State Department, Local Authorities, and Statutory Bodies?

This General Circular Letter has been forwarded to the State Department, Local Authority and Statutory Bodies for their reference. The usage of this circular is subject to acceptance of these authorities. However, the usage of Federal Government Coat-of-Arms in the letterhead shall comply with the “General Circular Letter No. 1 of 2005” dated 7th April 2005. (The Federation Coat-of-Arms can only be used by the Ministries, Federal Departments and Agencies).

5. Is there any exemption given to the Ministries, Federal Departments and Agencies on the application of General Circular Letter?

The exemption on the application of General Circular Letter may be given to the Ministries, Federal Departments and Agencies if their core businesses are related to the affairs of national security and defence. They are permitted not to disclose information pertaining to their addresses, phone numbers and other communication information

6. Which agencies are allowed to use the Federation Coat-of-Arms?

The usage of the Federal Government Coat-of-Arms is subject to the “General Circular Letter No. 1 of 2005: Application of the Federal Government Coat-of-Arms”. The usage of the Federal Government Coat-of-Arms is restricted to the government ministries, departments and officials of the Federal Government. State Department, Local Authorities, Federal Statutory Bodies and National Organizations are not allowed to use the Federation Coat-of-Arms. For further enquiry on the usage of the Federal Government Coat-of-Arms, please refer to the Protocol and International Conference Secretariat Division, Prime Minister’s Department.

7. How many types of logos can be placed on the agency's letterhead?

The new format of letterhead for Ministries, Federal Departments and Agencies only allows agencies to include two (2) types of logo in the letterhead i.e. Federation Coat-of-Arms and the logo of the Ministry. Federal Departments and Agencies under the Ministry may use:

i. the Federation Coat-of-Arms and logo of the Ministry; or
ii. the Federation Coat-of-Arms and logo of the Department/Federal Agency.

While for the State Department, Local Authorities, and Statutory Bodies who use this General Circular Letter as a guideline in designing and preparing the agency’s letterhead, they are only allowed to include their agency’s logo in the letterhead. (State Department, Local Authorities, and Statutory Bodies are not allowed to use the Federation Coat-of-Arms except with the consent of the Senior Deputy Secretary General, Prime Minister’s Department).

>> Example of The New Letterhead By Categories

8. Is it mandatory for agencies to display the number of the 1Malaysia One Call Centre (1MOCC) 03-8000 8000 as their general line on the letterhead?

In line with the implementation of the 1MOCC, the agencies need to use 03-8000 8000 as their general line when 1MOCC is fully implemented. Exception is given to the letterhead for the Head of Department to either use 03-8000 8000 or the Head of Department direct line subject to acceptance by the Ministries, Federal Departments and Agencies.

9. Are the agencies allowed to include the 1Malaysia logo, agency's motto, campaigns and awards as well as the recognition in their letterhead?

Government agencies are allowed to include the 1Malaysia logo, the agency’s motto, campaigns and awards as well as the recognition in their letterhead. Position of the 1Malaysia logo, agency’s motto, campaigns, awards and the recognition shall be within 30mm from the bottom of the letter.


>> ICT Planning
1. What is the purpose of ISP Agency?

The purpose of agencies ISP is: Determine the direction of planning and strategy development and implementation of ICT projects to support the core business of public sector agencies; Avoiding implementation of ICT projects on an ad-hoc basis without careful planning agencies ensure the development of ICT in line with the ICT Strategic Plan Public sector in particular and the national development agenda in general.

2. Does the ISP benefit agencies?

Yes. With the availability of ISP, agencies can plan ICT projects to support a particular agency?s objectives. In the process of developing ISP, an evaluation will be made of the agency?s business environment and ICT. Planning is made based on the input from users.

3. How long is the period of planning that is normally covered by the agency?s ISP?

It is recommended that the agency ISP cover ICT planning for three to five years. Agency ISP is a document that has to be updated according to current planning and has to be provided continuously. It is proposed that agencies carry out reviews on their ISP annually or when there are changes to the agency?s business strategy.

4. Is it necessary for the agency to obtain approval from the IT Technical Committee (ITTC) in MAMPU for ICT projects stated in the Agency ISP?

Yes. Agencies have to submit their applications for ICT procurement to the ITTC at MAMPU for approval although it is already stated in the ISP. ITTC will refer to the agency?s ISP to ensure that the relevant projects are included in the agency?s planning.

5. How is ISP developed for a Ministry that has several agencies under it? Will it be adequate to have one integrated ISP for the Ministry and all its agencies or should each agency develop its own separate ISP?

A Ministry and its agencies are encouraged to develop an integrated ISP to ensure its conformity. Based on the business norm of a Ministry the emphasis is on policy while agencies are more inclined to be operational. The Ministry and agencies need separate ISP. However, the latter must ensure conformity with the Ministry ISP and have links.

6. Can agencies develop their ISP internally or by using consultant services?

Yes, agencies can develop their ISP internally or by using consultant services. The agency has to refer to Treasury Circular Letter No. 3 of 1995 to adhere to the procedures regarding the engagement of consultants.

7. What is the estimated cost of developing an ISP?

The cost depends on the scope that the study covers.

8. What is the function of the IT Technical Committee (ITTC)?

The main function of the committee is to scrutinise and provide technical opinion on ICT projects proposed by agencies to procure ICT systems, equipment and software

9. Who are the ITTC members?

The ITTC membership:
Director General of MAMPU
Permanent Members:
1. Director of ICT Policy and Planning Division, MAMPU
2. Director of Electronic Government Development Division, MAMPU
3. Director of ICT Security Division, MAMPU
4. Representative from the Economic Planning Unit
5. Representative from the Public Services Department
6. Representative from the National Audit Department
7. Representative from the Ministry of Finance
8. Three ICT experts from the Public Sector

Secretariat:Policy and Planning Division

10. How is the application submitted?

The application papers have to be submitted earlier for the approval of the ICT Steering Committee at the Ministry level. The approved application has to be submitted to the ITTC Secretariat at MAMPU. Applications of less than RM2.5 million in value will be considered by the ITTC Secretariat. Applications to be presented for the consideration of the ITTC (RM2.5 million or more) have to be submitted to the secretariat at least three weeks before the date set for the meeting of the ITTC.
The format of the application papers should be based on General Circular Letter No. 2 of 2000 on the “Role of Committees under the Government IT and Internet Committee (GITIC)” – Appendix D.

11. What is the address of the ITTC Secretariat?

Completed application papers should be submitted to:
Director General,
Malaysian Administrative Modernisation & Management Planning Unit,,
Prime Minister Department,
Level 6, Block B2, Parcel B,
Federal Government Administrative Centre,
(u.p: Director of Policy & ICT Planning Division)
Dr Nor Aliah binti Mohd Zahri
Email: aliah@mampu.gov.my
Tel: 03-8872 3010

12. What matters should be given attention before the ICT project proposal paper is submitted?

The agency should ensure that the ICT project proposal is prepared in an orderly manner and has the approval of the relevant committees of the agency. It is well planned and approved by the Committee involved in the project of the respective agencies. Sufficient financial allocation should be provided for implementation of the project

13. How can the Smart Partnership application save on the costs of system development at my agency?

Smart Partnership enables agencies to share system applications that fulfil the agencies? specific needs respectively free of charge. Payment will be incurred for vendor services only if the system is developed by a vendor.

14. What is the Government?s direction on the use of Open Source?

MAMPU will prepare a plan of implementation of the Linux/OSS in the Public Sector. The plan underscores the strategic direction and framework for implementation in stages to achieve the Government?s objective of implementing the Linux/OSS. In preparing the plan, it will also identify thrust areas, pilot projects, technical support requirements and necessary action for implementation of the Linux/OSS in the Public Sector.

15. Has any policy been formulated on the use of Open Source?

The Government has agreed to the use of Open Source in the Public Sector, and MAMPU is working on implementing the decision. The steps to be taken by MAMPU include determining a reasonable policy and standards, and subsequently distributing circulars and guidelines relating to the implementation of Linux/OSS in public sector agencies.

16. Are all public sector agencies required to use Open Source?

Government agencies are encouraged to consider using Open Source where it can contribute to achieving the Government?s objective of implementing Linux/OSS. The relevant planning and action of the agencies should adhere to the basic principles of the implementation of Linux/OSS.

17. What is the responsibility of a CIO?

A CIO is responsible for the vision, direction, policy, guidelines, planning and coordination of the ICT segment at their respective agencies. A CIO is responsible to the Secretary General or Head of Department/Agency, and sits on the agency?s main committee that formulates policies. A CIO is also required to study and approve the agency?s ICT plans and allocations. For smaller agencies, a CIO will also head the division that develops the agency?s ICT services ? system development, operations and technical assistance.

18. What is the role of the CCC to society in general?

As the city?s control centre that plays an important role in the development of the ICT industry in Malaysia as well as creating a knowledgeable society through network interaction by the use of information and communication technology in all aspects of daily activity.

19. Who is responsible for handling the CCC operationsThe Sepang District Council.?

The Sepang District Council.

>> ICT Security
1. What is computer security?

The practice of protecting computer systems from failure, threats, risks and weaknesses due to various reasons such as human or operational errors, attacks and natural disasters that could cause the information to be exposed or information transferred illegally, destroyed or denial of service.

2. What is computer system security?

This is security protection based on technology, including management procedures established to protect ICT assets.

3. What does exposure of information mean?

The unlawful exposure of information protected or controlled from dissemination, or loss of control over sensitive information.

4. What is confidentiality of information?

It is the transfer of data or messages into secret codes that can only be read or understood by the receiver of such information / messages.

5. What is decoding of information?

Rehabilitating coded data into its original form.

6. What does the term hacker mean?

An unauthorised person who tries to break into a computer system (regardless whether successful or not).

7. What is an ICT security incident?

It means a breach of the ICT system or a threat of such an incident. It can also mean an act in violation of the ICT security policy, whether intentional or otherwise.

8. What is Masquerade?

A security threat arising out of the action of a person or entity disguised as a legitimate user or entity.

9. What is a password?

Words or a sentence to confirm the authorised user or ICT source.

10. What is ICT security audit?

A check on ICT procedure and security measures to ensure compliance with the ICT security policy.

11. ICT security control?

Techniques and methods to ensure that only valid and authorised users can access the ICT asset and information system.

12. What is sensitive information?

This is information defined as requiring protection or information for restricted circulation.

13. What is a malicious code?

A Malicious Code is a programme code that is created specially to cause damage, destruction or annoyance to the smooth running of an ICT system. Malicious codes can be defined as viruses, worms, Trojan horse and logic bombs.

14. What is a virus?

A virus is software that can cause destroy the contents on a disc as well as erase files and programmes in the memory. The main feature of a virus is that it can replicate itself and ?infect? other programmes embedding itself in those programmes. Viruses are spread through sharing of programmes, e-mail and ?contaminated? documents and media.

15. What is Trojan Horse?

It is part of computer programme having useable functions but the Trojan Horse code has a hidden function. When active, the function carries out prohibited activities. Trojan Horse is normally circulated through attachments to e-mail and downloaded via the Internet.

>> Inspectorate and Consultancy
1. What is the focus of MAMPU?s studies?

The focus of MAMPU?s studies is on organisational management and financial management. The studies cover various aspects such as strategy, structure, work systems, efforts to improve staff competency, leadership, ICT and office automation equipment. MAMPU?s studies do not involve personnel aspects that recommend staff increase.Kajian MAMPU tidak menyentuh tentang aspek perjawatan yang memperakukan pertambahan kakitangan.

2. What is the form of the studies carried out by MAMPU?

MAMPU?s studies are on:

Organisational Development Studies (OD); and
Studies on work systems and procedures.
However, MAMPU is prepared to conduct other studies from time to time on the direction of the Cabinet or Chief Secretary to the Government.

3. How can Government agencies obtain MAMPU?s services to enhance the efficiency and effectiveness of their organisations?

Write to the Director General of MAMPU by:

Explaining the background to the problem faced and its effect on the civil service or nation, and
Proposing the terms of reference and scope of study, OR
Raising the problem during visits by the Prime Minster, Deputy Prime Minister or Chief Secretary to the Government.
Requesting the Minister to raise the issues related to organisational management at Cabinet Meetings.

4. What are the criteria used by MAMPU to agree with an agency application to carry out a study?

Normally,MAMPU will get the approval of the Public Administration Development Panel (PANEL) or Chief Secretary to the Government before carrying out a study.

5. Who approves the findings of MAMPU?s studies?

All findings of MAMPU?s studies have to be endorsed by the Public Administration Development Panel or Chief Secretary to the Government before they are delivered to the relevant agencies

6. How long does it take MAMPU to carry out a study?

It takes between six to nine months or a period agreed to between MAMPU and the applicant agency.

7. Can an agency seek assistance from a private consultant to carry out their organisational study?

Yes, and the conditions are that it obtains the approval of the Consultant Selection and Appointment Committee (JPPP) of which MAMPU is the secretariat or on the directive of the Cabinet; and has sufficient allocation.

>> Management Inspectorate
1. What is the purpose of visits by the Inspectorate?

Inspectorate visits are developmental in nature and are aimed at improving the existing state of affairs, jointly with the agency visited, through various steps such as inspecting, identifying and assisting Government departments in the implementation of Development Administration Circulars (DAC) and are not for the purpose of fault finding. MAMPU focuses on the role of identifying weaknesses and subsequently assisting the agency to overcome them.

2. What are the criteria used by MAMPU for the Inspectorate visits to Government agencies?
  • The MAMPU Inspectorate visits are based on the number of complaints received by the Public Complaints Bureau;
  • Issues raised by the Prime Minister, Cabinet and Public Administration Development Panel; and
  • The number of complaints received by the mass media such as newspapers and so on.
3. What are the fields focused on during the visits of the Inspectorate?

Normally, the MAMPU Inspectorate visits focus on the following matters:

  • The efficacy of counter services;
  • Updating of application forms;
  • Streamlining licences and permits;
  • Streamlining systems and procedures;
  • The level of implementation of the Client Charter;
  • Quality of services rendered via the telephone;
  • Management of public complaints;
  • Meeting Clients Day;
  • Efforts to collect revenue (for agencies entrusted with the task);
  • The level of implementation of the Information and Communication Technology System.
4. Who approves the visits of the Inspectorate team?
  • All recommendations for the visits should have the approval of the PANEL; and
  • Monitoring of the recommendations is undertaken periodically.
5. How long do the visits take?

About two months.

>> Management Integrity
1. What is the objective of establishing the Special Cabinet Committee on Integrity of Government Management (JKKMKPK)?

To establish a Government administration and Civil Service that are efficient, disciplined and have the highest level of integrity by means of upgrading noble value practices besides striving to overcome problems and weaknesses, especially in Government financial management, public administration and handling cases related to discipline, corruption, abuse of power and mismanagement, which are prohibited by regulation, law as well as religion.

2. What is the purpose of establishing the Management Integrity Committee (JKP)?

Following the Prime Minister?s Directive No. 1 of 1998 for the Government to enhance the integrity of Government management at Federal, State and District levels, the Management Integrity Committee (JKP) was set up so that Malaysian Government agencies could upgrade efforts internally, totally, systematically and effectively to eradicate corruption and mismanagement among public sector officers.

3. What was the purpose of setting up the Special Consultation Team of the Management Integrity Committee (PKP JKP)?

To assist the JKKMKPK to explain, analyse and submit proposals for the resolution of issues and problems raised in the JKP Feedback Reports at the federal and state levels.

4. How can the efficiency and integrity of the government machinery be enhanced by focusing on the effectiveness of the Management Integrity Committee (JKP)?

The Management Integrity Committee (JKP) was established at the central, state and district levels (through the Prime Minister?s Directive No. 1 of 1998 that was launched by the Prime Minister on 8 January 1998). The JKKMKPK at the highest level and the JKP at all levels of administration of ministries, departments, state governments and the districts represent an integrated structure under the Integrity Enhancement Movement. Through an action strategy under an organised, systematic and ongoing system of reporting and monitoring every three months between the highest level and all levels below, the Government is able to ensure efficiency and integrity of the government machinery and subsequently ensure that the Civil Service standard remains excellent.

5. In efforts to improve the effectiveness of the Government delivery system, where does the value system stand in the decision-making process?

The Government always accords priority to the value system in efforts to enhance the effectiveness of the Government delivery system. In strengthening the mechanism for implementation of value programmes, the Government has introduced several programmes on the assimilation of noble values. These include ensuring that all Government Departments have a Department Code of Ethics that establishes the core and extended values as the basic guide for members of the organisation in implementing their respective responsibilities. The Government has also introduced programmes for assimilation of morals and noble values through Integrity Management training modules for all service levels and incorporated elements of noble values in the curriculum of schools and institutions of higher learning.

>> Quality Management
1. How do Government agencies obtain Consultancy Services for MS ISO 9000: 2000?

The agencies may appoint private consultancy firms registered with MAMPU to assist in the implementation of the standard. The cost of the appointment is borne by the agency itself. The agency has to obtain MAMPU?s approval making the appointment. A list of private consultation companies registered with MAMPU can be obtained from MAMPU?s website at http://www.mampu.gov.mySenarai Syarikat Perunding Swasta yang berdaftar di MAMPU boleh diperolehi melalui laman web MAMPU di http://www.mampu.gov.my.

2. What is the next step for the agency after the MS 1SO 9000 documentation is ready for auditing?

The agency may request for auditing to obtain Certification from private certification bodies registered with the Finance Ministry and accredited by the Malaysian Standards Department. The auditing costs are to be borne by the agency itself. The list of Private Certification Bodies can be obtained from MAMPU?s website at http://www.mampu.gov.my.

Agencies that have obtained the MS ISO 9000:2000 certification should inform MAMPU by forwarding it a copy of the certificate.

3. Can a Government agency that with MS ISO 9000:1994 certification switch to 2000 version standard without using the services of a private consulting firm?

Government agencies with prior experience in implementing MS ISO 9000:1994 may switch to the new 2000 version standard, provided the top management and the implementation team have a high-level of commitment to implement it. MAMPU may be contacted for training and implementation methods.

>> Mystery Shopping
1. What is Mystery Shopping definition?

Mystery Shopping in Public Sector is the implementation of activities use to approach a visit and secret visit incognito as customer which requires a suprise check on government services based on Government Order, public complaint and agency demand. This activity undertaken by appointed “Accessor Officer’ which known as Mystery Shopper.

2. What is the method of implementation of Mystery Shopping?

Mystery Shopping aim to access and monitor the service performance that deliver to clients. Monitoring result further will be shared with involved agency to help in improving the service delivery performance to clients in future.

3. What is the implementation method of Mystery Shopping?

Apart from  using secret visit incognito method, Mystery Shopping also cover monitoring service such as a randomly telephone call to government agencies and through monitoring website.

>> Development Administration Circular (DAC)
1. What is the principle behind the presentation of Excellent Service Awards (APC) in accordance with Development Administration Circular (DAC) No. 2 of 2002?

DAC No. 2 of 2002 emphasises the principle that APC is an incentive to Civil Service staff in recognition of the individual?s work performance as well as the special contribution of the staff in enhancing the image of the organisation and the Civil Service. Beginning 2003, the APC awards were no longer linked to the salary movement of a Civil Service staff.

2. Who are eligible to be considered for the APC awards?

Those eligible to be considered are Civil Service staff from all groups, grades and categories appointed by any authorised appointing authority, including those delegated by the relevant appointing authority, to serve in public agencies on a permanent, temporary contract basis, and had served one full year on the last day of the year of evaluation.

3. Is APC only to be enjoyed by Civil Service staff who had agreed to opt for the Malaysian Remuneration System?

No. APC is for all Civil Service staff serving on permanent, temporary or contract basis, regardless of them being on the salary scale and service conditions of the Cabinet Committee Report of 1976, the New Remuneration System (SSB) or Malaysian Remuneration System.

4. Are Attachment Officers, Attachment Scheme and Training Officers (SSL) and Short Service Staff eligible to be considered for the APC?

No, they are not eligible.

5. What are the basic considerations for a Civil Service staff to receive the APC?

Consideration is based on the annual performance appraisal of a Civil Service staff for that particular year. Staff who garner a mark of 85 per cent and above in the annual performance appraisal are eligible for consideration.

6. What are the incentives provided under the presentation of this new APC?

The incentives and prizes for the presentation of the new APC are as follows:
(a) Excellent Service Certificate;
(b) Performance prize of RM1,000;
(c) Opportunity and priority to enhance career, such as attending courses, seminars or conferences that can contribute to enhancing work performance;
(d) Opportunity and priority in the nomination for receipt of Federal and state awards, medals and honours;
(e) Names and photographs of recipients are displayed at strategic locations or placed frequented by the public.

7. Since the method of presentation of the APC in accordance with the DAC No. 2 of 2002 will come into force on 1 January 2003, what about the implementation of the APC for appraisal year 2002?

The APC for appraisal year 2002 will be implemented in accordance with the new policy and method set by DAC No. 2 of 2002. However, as the new performance appraisal report form under the Malaysian Remuneration System will only be applicable beginning 2003, for appraisal year 2002, the APC presentation will have to use the basis of staff performance appraisal based on the annual performance appraisal report form applicable for year 2002.

8. Is there a quota on the total number of APC recipients from an agency?

The number of APC recipients is limited to eight per cent of the total staff strength still in the service on 31 December of the appraisal year. However, it does not necessarily mean that an agency has to fill the maximum, if the number of those qualified is below the level.

9. What if there are no qualified candidates for a particular year?

Should the PPSM seminary find that there is no eligible candidate for the particular year, the agency should not implement APC for that year.

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