Mdec manual v1.4

MALAYSIA GOVERNMENT PORTALS
& WEBSITES ASSESSMENT 2014
Self-Assessment
Manual
A Reference
for the Government
Agencies
A COMPLETE GUIDE TO
Version 1.4

© Multimedia Development Corporation 2014
Unauthorised reproduction, lending, hiring, transmission or distribution of any data
is prohibited. The manual and associated materials and any elements thereof must
be treated like any other copyrighted material.
Request should be made to:
Special Projects, Stakeholder Engagement
Multimedia Development Corporation
2360 Persiaran APEC
63000 Cyberjaya
Selangor Darul Ehsan
E-mail: dige@mdec.com.my
Tel: +603 8315 3211 Fax: +603 8318 9216

Summary of the 7 Pillars of Malaysia Government
Portals and Websites Assessment
Details of the Criteria of the 7 Pillars of Malaysia
Government Portals and Websites Assessment
Instructions for Self-Assessment of Malaysia
Government Portals and Websites Assessment
PILLAR 1: SITE PERFORMANCE
Loading Time
PILLAR 2: FUNCTIONALITY
Aid, Tools & Help Resources
Frequently Asked Questions (FAQ)
Feedback Form
Feedback Auto-Notification
Number of Online Services
Broadcast
Electronic Archive
Mobile Web/ Version
W3C Disability Accessibility
Notification of Transaction
New Media
PILLAR 3: CONTENT
About Us
Audio/Video
Contact Details
Multi Language
Publications
Updating Activities
A
B
C
4
5
6
7
8
13
14
19
23
27
32
37
41
45
49
53
57
TABLE OF CONTENT
62
63
67
71
75
80
84
i.
ii.
iii.
iv.
v.
vi.
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
i.

PILLAR 4: NAVIGATION
Homepage Length
No Broken Link
Personalisation
Sitemap
Link to myGov
PILLAR 5: SEARCH
Search
Searchable Database
PILLAR 6: ONLINE TRANSPARENCY
Client’s Charter
Achievement of Client’s Charter
Statistic of Online Services
Feedback Response
Online Services Security
PILLAR 7: LOOK AND FEEL
Look and Feel
Frequently Asked Questions
Self-Assessment Checklist
D
E
89
93
98
102
106
110
111
116
TABLE OF CONTENT
88
121
122
126
130
134
138
143
148
155
142
i.
ii.
iii.
iv.
v.
i.
ii.
iii.
iv.
v.
i.
ii.
i.

The speed, consistency,
and reliability of loading
pages on the website
SITE PERFORMANCE
1
The usefulness,
convenience and
variety of online features
and tools available on the
website
FUNCTIONALITY
2
A. Summary of the 7 Pillars of Assessment
The accuracy,
quality, and freshness
of news, information,
and content on the
website
CONTENT
3 The organization of the
site and options for
navigation and how well
the layout helps you find
what you are looking for
NAVIGATION
4
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)
SEARCH
5
How thoroughly, quickly,
and accessibly the website
discloses information about
what the agency is doing
ONLINE TRANSPARENCY
6
The visual
appeal of the site
and its consistency
throughout the site
LOOK AND FEEL
7
Self-Assessment Manual
Malaysia Government Portals and Websites Assessment
4

P3: CONTENT
B. Criteria of the 7 Pillars
i. Loading Time
5
About Us
Audio/Video
Contact Details
Multi Language
Publications
Updating Activities
i.
ii.
iii.
iv.
v.
vi.
P1: SITE PERFORMANCE P2: FUNCTIONALITY
(FAQ)
Feedback Form
Broadcast
Electronic Archive
Mobile Web/ Version
New Media
i.
ii.
iii.
iv.
v.
vi.
vii.
ix.
x.
xi.
xii.
P4: NAVIGATION
Homepage Length
No Broken Link
Personalisation
Sitemap
Link to myGov
i.
ii.
iii.
iv.
v.
P5: SEARCH
Search Within Website
Searchable Database
i.
ii.
P6: ONLINE TRANSPARENCY
Client’s Charter
Achievement of Client’s
Charter
Feedback Response
i.
ii.
iii.
iv.
v.
i. Look and Feel
P7: LOOK AND FEEL

C. Instructions for Self-Assessment
6

DESCRIPTION:
The speed, consistency, and reliability of loading pages
on the website
CRITERIA
i. Loading Time
P1: SITE PERFORMANCE
7

• Ideal loading time is 10 seconds and below
Conditions:
• Site Performance assessment must be undertaken during peak
hours
Peak Hours:
- 10.00am to 1.00pm, and
- 2.00pm to 4.00pm
• Assessment to be undertaken by using an online tool “Search-
Metrics Rapid”
http://rapid.searchmetrics.com/en/seo-tools.site-analysis.
website-speed-test,46.html
KEYWORD: LOADING TIME, LOAD TIME, SPEED
i. Loading Time
8

FLOW CHART
Type the Online Tool URL Address into your Internet Browser:
http://rapid.searchmetrics.com/en/seo-tools.site-analysis.
website-speed-test,46.html
Look for Website Speed Check header
Type Your Organisation URL Address
and the Captcha-Result
Click Submit
Identify the result of
Loading Time
Snap a screen shot of the page that displays the
Loading Time result
FLOW CHART
10 seconds
and below
Above 10
seconds
9

1
FLOW CHARTSTEPS
Type the Online Tool URL Address in your Internet Browser
http://rapid.searchmetrics.com/en/seo-tools.site-analysis.website-speed-
test,46.html
2
Look for Website Speed Check header
You may also search the Online Tool “Search Metrics Rapid”
using search engine such as Google or Yahoo
It is usually placed on the main page of the website
10

3
Enter Your Organisation URL Address and the Captcha-Result
4
Click the Submit button
11

5
Identify the result of Loading Time
6
Snap a screen shot of the page that displays the Loading Time result
It may take several seconds before the result is displayed
Press Alt+Print Screen by holding down the Alt key and then pressing the Print
Screen key. The Print Screen key is at the upper-right corner of your key-
board. The key name may vary depending on the the type of keyboard. Some
of the common ones are Print Screen, Prt Scr, Prt Sc
12

DESCRIPTION:
The usefulness, convenience, and variety of online fea-
tures and tools available on the website.
CRITERIA
P2: FUNCTIONALITY
i.
ii.
iii.
iv.
v.
vi.
vii.
ix.
x.
xi.
xii.
Feedback Form
Broadcast
Electronic Archive
Mobile Web/ Version
New Media
13

• Refers to information beyond User Manual of online services,
such as the tips provided by eFiling by LHDN
• Examples:
a) Tips
b) Guidelines
c) Manual
d) Flowchart
e) Video Tutorial
Conditions:
a) All of the online services provided in the website must have
either one of the five examples
b) FAQ is not considered as Aid, Tools & Help Resources
KEYWORD: TOOLS, TIPS, GUIDELINES, MANUAL, HELP, AID
i. Aid, Tools & Help Resources
14

FLOW CHART
Go to main page of your website
Enter / Log-In into all of the
Online Services
FLOW CHART
Identify Online
Services
Snap a screen shot of the page
that display the information Screen shot is not required
Identify whether
the conditions
are fulfilled
Identify
availability of any
of 5 examples
Yes No
No
Yes
Available
Not Available
Note: Steps to be repeated for all Online Services available on the website
15

1
FLOW CHARTSTEPS
Go to the main page of the website
2
Identify Online Services provided by the website
You can go to the main page by clicking “Home” / “Main Page”
text or icons
You may have to log-in to enter some of the Online Services
16

3
Enter into all of the Online Services
4
Look for the availability of any of the 5 examples
Browse the page to look for any form of assistance to ease
your online services
Remember to look for ALL of your online services
17

6
Snap screen shots for all of the Online Services page that display the Aid,
Tools & Help Resources
Remember to snap screen shots for ALL of your online services
5
Identify whether the conditions are fulfilled:
a) All of the online services provided in the website must have
either one of the five examples
b) FAQ is not considered as Aid, Tools & Help Resources
18

• A list of questions that are frequently asked by the website users
Condition:
a) Must be created to answer specific questions related to
the agency
• Advisable to provide contact details of the relevant officer of the
agencies in order to allow users to enquire or send questions that
are not provided in the FAQ section
KEYWORD: FREQUENTLY ASKED QUESTIONS, FAQ, QUESTIONS,
HELP, ENQUIRIES
ii. Frequently Asked Questions (FAQ)
19

FLOW CHART
Go to the main page of your website
FLOW CHART
Identify the
availability of FAQ
that display the information
Screen shot is not required
Identify whether
the condition is
fulfilled
Yes
Available Not Available
No
20

1
FLOW CHARTSTEPS
2
Look for the availability of FAQ
text or icons
The FAQ is usually placed at the Contact Us section or the
top right of the page
21

4
Snap a screen shot of the page that display the FAQ information
Screen key. The Print Screen key is at the upper-right corner of your keyboard.
The key name may vary depending on the the type of keyboard. Some of the
common ones are Print Screen, Prt Scr, Prt Sc
3
a) Must be created to answer specific questions related to
the agency
22

• Feedback / Comment refers to the the opinion expressed by
users with regards to the website functionality, usage experience
or related agency’s issues
Conditions:
a) Complaints are not considered as Feedback
b) Signing up and logging in to the feedback form are
discouraged
KEYWORD: FEEDBACK, QUESTION, COMMENT, REMARKS, ENQUIRY
iii. Feedback Form
23

FLOW CHART
FLOW CHART
Send a sample
enquiry to
observe whether
the form is
working
Working Not Working
Look for Feedback Form
Identify whether
the condition is
fulfilled
Yes
No
24

1
FLOW CHARTSTEPS
2
Look for the availability of Feedback Form
text or icons
Browse the page to look for any form of assistance. The Feedback
Form is usually available at the Contact Us section
25

5
Snap a screen shot of the page that display the Feedback Form
4
a) Complaints are not considered as Feedback
b) Signing up and logging in to the feedback form are discouraged
3
Send a sample enquiry to observe whether the form is functional
26

• Upon submission of Feedback, a notification must be prompted
/ displayed to inform user that the Feedback has been sent /
received and the time frame for feedback response.
• Reference / Tracking number is encouraged to be included in the
notification message
• Example: 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
Condition:
a) Time frame for expected response from the agency
KEYWORD: FEEDBACK, AUTO NOTIFICATION, QUESTION,
RESPONSE
iv. Feedback Auto Notification
27

FLOW CHART
FLOW CHART
Identify whether
time frame for
response is readily
available in the
feedback form
No
Yes
Error-Free
Send a sample
enquiry using the
feedback form
No
Identify the
availability of
time frame in the
notification message
received after the
enquiry submission
Error
Yes
28

1
FLOW CHARTSTEPS
2
Look for the availability of Feedback Form
text or icons
3
Identify whether the Feedback Auto Notification is displayed:
A) Auto Notification is displayed
B) Auto Notification is not displayed
29

4
Identify whether the Notification message includes the response time
5
Snap a screen shot of the page that display response time within the
Feedback Form
A) Auto Notification is displayed
The response time may be displayed anywhere on the Feedback Form
30

7
Snap a screen shot of the page that display response time within the
Feedback Form
B) Auto Notification is not displayed
4 Fill up the Feedback Form and Submit
5
Identify whether the Auto-Notification message is prompted after the
submission of Feedback Form
6
Identify whether the Notification message includes the response time
31

• Online Services is defined as services that can be fully transacted
online
• These include any Government to Citizens (G2C), Government to
Business (G2B) or Government to Government (G2G) services
• E-Payment is considered as an Online Service
• Maximum of 5 Online Services to be assessed
Conditions:
a) End-to-end services without off-line transaction requirement
b) Services must be provided within the website domain
c) Intranet, Complaint and Feedback forms are not considered
as Online Services
d) Should the Online Services are not published on the
website’s domain, the ownership of information of the
Online Services will be verified
KEYWORD: ONLINE SERVICES, E-SERVICES, ELECTRONIC SERVICES
v. Number of Online Services
32

FLOW CHART
FLOW CHART
Identify Online
Services
that display the information Screen shot is not required
Yes
No
Enter / Log-In into all of the
Online Services
Identify whether
each of the
conditions of Online
Services are fulfilled
Count the number of Online
Services
Yes
Note: Steps to be repeated for maximum of 5 Online Services available on the website
33

1
FLOW CHARTSTEPS
2
Identify Online Services provided by the website
text or icons
34
Online Services are identified based on the number of
functions and service provided, rather than by systems
Government-to-Citizen (G2C): The online interaction between a government and the
members of the public
Government-to-Business (G2B) : The online interaction between a government and
business entities
Government-to-Business (G2G) : The online interaction between a Government and its
organisations and other Governments

4
Identify whether each of the five Online Services fulfil the relevant condi-
tions for respective Online Services:
a) End-to-end services without off-line transaction requirement
b) Services must be provided within the website domain
c) Intranet, Complaint and Feedback forms are not considered
as Online Services
d) Should the Online Services are not published on the
website’s domain, the ownership of information of the
Online Services will be verified
35
3
Enter or log-in into each of the Online Services
Count the number of Online Services available
5

36
6
Snap the screen shot of the completed transaction of maximum of 5 Online
Services provided in the website

• Broadcast refer to the Announcements, News and Latest Changes
in the agency
Condition:
a) The section should not be left blank. If there is no
update / announcement, it must be displayed as “No latest
announcement is available”
KEYWORD: BROADCAST, ANNOUNCEMENTS, NEWS, UPDATES,
LATEST
vi. Broadcast
37

FLOW CHARTFLOW CHART
38
Identify the
availability
of Broadcast
information
Look for Broadcast Section / Tab / Header
Identify whether
the condition is
fulfilled
Yes
No

1
FLOW CHARTSTEPS
2
Look for the Broadcast section / header that include Announcements, News
and Latest Changes in the agency
text or icons
Browse the page to look for Broadcast information
39

40
3
Identify whether Broadcast section fulfils the condition:
a) The section should not be left blank. If there is no update /
announcement, it must be displayed as “No latest announcement
is available”
4
Snap a screen shot of the page that display the Broadcast information

• Archive of articles, news clipping and announcements
Conditions:
a) A minimum of 1 year archive information is made available
b) Archive is relevant to the agency and its portfolio
KEYWORD: ARCHIVE, ARTICLES, NEWS, CLIPPINGS,
ANNOUNCMENTS
vii. Electronic Archive
41

42
Identify the
availability
of Archive
information
Look for Archive Section / Tab / Header
Identify whether
the conditions are
fulfilled
Yes
No

1
FLOW CHARTSTEPS
2
Look for the Archive section / header that includes Announcements, News
Clipping and Articles in the agency
text or icons
Browse the page to look for Electronic Archive information
43

44
3
Identify whether the Archive information fulfils the conditions:
a) A minimum of 1 year archive information is made available
b) Archive is relevant to the agency and its portfolio
4
Snap a screen shot that display the detail page of the Electronic Archive

• A version of the website that is adjusted to be viewed using
mobile devices such as smart phone, tab or iPad
• 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
• Announcement on the feature, QR code or Mobile icon must
be displayed on the desktop version to inform users of the
availability of the mobile web / version
• A QR code may be used to notify the availability of Mobile
Version
Conditions:
a) At least one of the mobile web / version must be fulfilled
b) Must be displayed on a mobile device such as smart phone /
iPad / tab
KEYWORD: MOBILE
viii. Mobile Web / Version
45

FLOW CHART
Go to main page of your website
FLOW CHART
Look for Mobile Web / Version via:
Announcement / QR Code / Mobile Web
that display the mobile version
on a mobile device
Identify the
availability of
Mobile Web /
Version
No
Yes
Available
No
46
Observe the
display on a
Mobile Device
Identify
whether the
conditions are
fulfilled
Yes

1
FLOW CHARTSTEPS
2
Look for the Mobile Web / Version announcement
text or icons
Browse the page to look for Mobile Web / Version information
47

3
Identify whether the Archive information fulfils the conditions:
a) The Mobile version must be simpler than the full desktop version
b) Announcement on the features must be displayed in the desktop version
4
View a mobile web / version using a mobile device
48
6
Snap screen shots for all of the Online Services page that display the Mobile
Web Version on a mobile device
The common instruction for most mobile devices is to hold the Power button and Home
button down simultaneously for up to 2 seconds Galaxy Tab 2 lets you take a screen
capture of the image on the screen by touching “Screen Capture” icon on the tab
Xperia users may hold the Power button and Volume-down button down simultaneously
for a few seconds.
These methods varies for different models of mobile devices

49
• Websites are required to comply with Level A of Web Content
Accessibility Guidelines (WCAG) 2.0
Condition:
a) Usage of Online Tool: WAVE - http://wave.webaim.org/
KEYWORD: DISABILITY, ACCESSIBILITY, W3C, OKU
ix. W3C Disability Accessibility

FLOW CHART
http://wave.webaim.org/
Click Submit
Identify the result of
Level A compliance
Snap a screen shot of the page that displays the W3C
Disability Accessibility result
FLOW CHART
Error-
Free
Error
Indicated
50

1
FLOW CHARTSTEPS
http://wave.webaim.org/
2
You may also search the Online Tool “WAVE” using search en-
gine such as Google or Yahoo
51
3
Click Submit

4
Identify the result of W3C Disability Accessibility
52
6
Snap a screen shot of the page that displays the W3C Disability Accessibility
result
Should WAVE is unable to assess the website and produce the assessment result,
you are encouraged to download WAVE Toolbar for Firefox for assessment

• To provide notification after a transaction is completed
Conditions:
a) For each Online Services
b) All the Online Services must provide the notification of
transaction
KEYWORD: TRANSACTION, NOTIFY
x. Notification of Transaction
53

54
Identify whether
a notification is
received
Enter or log in into each of your Online Services
Identify whether
the conditions are
fulfilled
Yes
No
Complete each Online Transaction
Note: Steps to be repeated for all Online Services available on the website

1
FLOW CHARTSTEPS
2
Enter or log in into each of your Online Services
text or icons
55
3
Complete each Online Transaction and click submit

56
6
Snap a screen shot that display the detail page of the Electronic Archive
4
Observe whether the Notification of Transaction is received for each of the
Online Services
Remember to look for ALL of your online services
5
Identify whether Notification of Transaction is available for each of Online
Services provided by the website

• All that is related to Internet and interplay between technology,
images and sounds
• Example of new media are blogs, video sharing, image sharing,
RSS Feed, webcast, webinar, widget, tag clouds, pinboard and
podcast
• Maximum of 5 New Media channels to be assessed
Conditions:
a) Additional technology such as Web 2.0 is considered part of
New Media
b) Social Media feeds must be updated regularly
c) The new media incorporated in the website such as QR
Code, tag cloud, responsive design, mobile apps, e-book
reader must be error-free
d) The Live Chat representative must be online during the set
time frame
KEYWORD: NEW MEDIA, SOCIAL MEDIA, BLOG, VIDEO, YOUTUBE,
RSS, PODCAST, WEBCAST, WEBINAR, WIDGET,
TAG CLOUDS, PINBOARD, APP
xi. New Media
57

58
Look for
information / icons
related to New
Media
Identify whether
the conditions are
fulfilled
Yes
No
Note: Steps to be repeated for a maximum of 5 New Media channel available on the website
Open all the new media channels
available on the website

1
FLOW CHARTSTEPS
2
Look for information, technology or icon that represent New Media
text or icons
Make sure you look at publication section too, in case an
e-book reader is used
59
You may have to log-in to enter some of the New Media channels
If the website uses Responsive Design, test it!

60
3
Open mximum of 5 New Media channels available on the website
Example: Open the Facebook page that is listed on the website
4
Identify whether the New Media available fulfil the conditions:
a) Additional technology such as Web 2.0 is considered part of New Media
b) Social Media feeds must be updated regularly
c) The new media incorporated in the website such as QR Code, tag cloud,
responsive design, mobile apps, e-book reader must be error-free
d) The Live Chat representative must be online during the set time frame

61
5
Snap screen shots for all the New Media channels published on the website

DESCRIPTION:
The accuracy, quality, and freshness of news,
information, and content on the website.
CRITERIA
P3: CONTENT
i.
ii.
iii.
iv.
v.
vi.
About Us
Audio/Video
Contact Details
Multi Language
Publications
Updating Activities
62

63
• Provides information on the respective unit or department
• It may be provided in a dedicated section or incorporated in the
introduction page
KEYWORD: ABOUT, WHO ARE WE, BACKGROUND, VISION, MISSION
i. About Us

FLOW CHART
Identify About Us section
or information in the
Introduction Page
FLOW CHART
Available Not
Available
64

1
FLOW CHARTSTEPS
2
Look for About Us section or Browse through the main introduction section
text or icons
65
Information is usually placed in the section tabs or anywhere
obvious in the main page

66
3
Snap a screen shot of the page that display the About Us information

67
• An audio clip or a video clip 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
• Streaming or downloadable audio clips are clips with only sound
that were recorded for listening purposes
Conditions:
a) Background music is not considered as an audio clip
b) Flash is not considered as a video clip
c) Both the audio and video clips must be related to the
agency
KEYWORD: AUDIO, VIDEO, MEDIA, STREAMING, YOUTUBE
ii. Audio or Video

68
Identify the
presence of Audio
/ Video section
or display in the
website
Identify whether
the conditions are
fulfilled
Yes
No

1
FLOW CHARTSTEPS
2
Identify the presence of Audio / Video section or display in the website
text or icons
69
Information can be found in the section tabs or anywhere in
the website. Try look for related key words such “media” /
“multimedia”

70
4
Snap a screen shot of the page that display the About Us information
3
Identify whether the audio / video clips fulfil the conditions:
a) Audio clips must not be the background music
b) Video clips must not be flash videos
c) Both audio and video clips must be related to the agency

71
• Contact details refers to information by which members of the
public, business, or entity can use to reach the agency
Conditions:
a) Telephone – Telephone numbers that allow users to contact
the respective unit
b) Address – Information that allow the users to contact the
respective unit by mail, as well as location of the agency
c) Email – General e-mail or webmaster email address
KEYWORD: CONTACT, TELEPHONE, ADDRESS, E-mail, LOCATION,
GENERAL LINE
iii. Contact Details

72
Identify the
availability of the
Contact Details
section in the main
page
Available Not
Available
Identify the
availability
of all the 3
information
Not Available
Available

1
FLOW CHARTSTEPS
2
Look for Contact section or
Browse through the main page Contact Details
text or icons
73
Information can be found in the section tabs or anywhere on the
main page. Try look for related key words such “Contact Us”

74
4
Snap a screen shot of the page that display the Contact Details information
3
Identify whether the Contact Details provided fulfil all the conditions:
a) Telephone Numbers
b) Address
c) Email

75
• Malay Language content must be made available for all websites
• English Language content is encouraged, subject to the following
conditions:
• All the content within the website must be translated into English
• Discrepancies between Malay and English must be avoided
• 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:
• Notice of disclaimer is displayed to inform users of its limitation
and risks
KEYWORD: MULTI LANGUAGE, CONTENT, ENGLISH, MALAY
LANGUAGE, THIRD LANGUAGE, MANDARIN, TAMIL
iv. Multi Language Content

76
Identify the
availability of Malay
Language Content
Available Not
Available
Identify the
availability of English
Language / Third
Language Content
Not Available
Available

1
FLOW CHARTSTEPS
2
Look for “Malay Language” content
text or icons
77
Information can be found in the top section or anywhere on the
main page. Try look for related key words such as “Language”

78
4
Identify whether the content languages meet the conditions:
a) Malay Language: Compulsory
B) English Language:
• All the content within the website must be translated into English
• Discrepancies between Malay and English must be avoided
• Translation via online tools is not permissible
c) Third Language: If an Online Translation tool is used, notice of disclaimer
is to be displayed to inform users of its limitation and risks
3
Identify the availability of English and Third Languages content
Circulars, Name of Event, Publications, Tender, News Article,
Speech, Press Release, Act and Journal do not require translation
from Malay language to others

79
5
Snap screen shots of the main page of all the languages made available by
the website

80
• Publications refer to information that are made available online
or in a downloadable manner
Conditions:
a) Majority of the publications / databases must be made
available online
b) All the links provided for the information / download are
active links
c) Journal / Publication abstracts are not considered as
Publication
d) May utilise online application such as e-book reader
KEYWORD: PUBLICATION, INFORMATION, DOWNLOAD, DATABASE,
EBOOK, ANNUAL REPORT, BULETIN, NEWSLETTER,
BOOK
v. Publications

81
Identify the
availability of
Publications
Available Not
Available
Identify whether
the conditions are
fulfilled
Not Available
Available

1
FLOW CHARTSTEPS
2
Look for Publication in the section tabs or anywhere in the main page
text or icons
82
Information can be found in the top section or anywhere on the main page.
Try look for related key words such as “”Information” / “Reports”

83
4
Snap a screen shot of the page that display the Publications
3
Identify whether the available epublications meet the conditions:
a) Majority of the publications / databases must be made available online
b) All the links provided for the information / download are active links
c) Journal / Publication abstracts are not considered as Publication
d) May utilise online application such as e-book reader

84
• Updating activities refer to the update and review of the
information on the website undertaken by the agencies
• There are 6 elements of Updating Activities:
a) News, Activities, Updated events
b) Announcements Information and broadcast
c) Newspaper clippings, statements or articles
d) Poster / Banner
e) Tender / Quotation / Recruitment announcements
f) Minister, Deputy Minister and Senior Management of the
agencies
• Must observe the updates in any of the 6 relevant sections
KEYWORD: UPDATE, ACTIVITIES, CHANGES, LATEST INFORMATION,
NEWS, ANNOUCEMENT, BROADCAST, NEWSPAPER,
CLIPPINGS, STATEMENTS, ARTICLES, POSTER, BANNER,
TENDER, QUOTATION, RECRUITMENT, MINISTER,
MANAGEMENT
vi. Updating Activities

85
Identify all the 6
elements that needs
to be updated
Available Not
Available
Identify whether
the information is
updated
Not Available
Available

1
FLOW CHARTSTEPS
2
text or icons
86
Information can be found in the top section or anywhere on the main page.

87
4
3
Identify whether any of the 6 relevant element of the Updating Activities are
up-to-date:
a) News, Activities, Updated events
b) Announcements Information and broadcast
c) Newspaper clippings, statements or articles
d) Poster / Banner
e) Tender / Quotation / Recruitment announcements
f) Minister, Deputy Minister and Senior Management of the agencies

DESCRIPTION:
The organization of the site and options for navigation
and how well the layout helps you find what you are
looking for.
CRITERIA
P4: NAVIGATION
i.
ii.
iii.
iv.
v.
Homepage Length
No Broken Link
Personalisation
Sitemap
Link to myGov
88

89
• Home Page length refer to the size of the home page of the
website
Conditions:
a) Scroll-down of the page must be 3 pages or less (measured
by “Page Down” key on the keyboard)
b) Resolution: Maximum of 1280 x 800
KEYWORD: LENGTH, SIZE, HOMEPAGE, RESOLUTION
i. Homepage Length

90
Identify the length
of the main page
3 pages
and below
More than
3 pages
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
text or icons
91
The key for Page Down vary depending on the keyboard. Common key
labels are Page Down and PgDn

92
4
3
a) Scroll-down of the page must be 3 pages or less (measured by “Page
Down” button
b) Resolution: Maximum of 1280 x 800

93
• Ensure that all hyperlinks are not dead links
• Usage of Online Tool: W3C Link Checker
http://validator.w3.org/checklink
Conditions:
a) Intranet is not considered as part of Broken Link
b) Files such as .jpg, .jpeg, .gif, .png, .css, .js, .ico, lang=bm,
jsessionid are not taken into consideration for the Broken
Link test
c) Only links that originate from the same domain are taken
into consideration
KEYWORD: LINK, HYPERLINK, BROKEN LINK
ii. No Broken Link

FLOW CHART
FLOW CHART
94
Identify the result
of W3C Link
Checker
Snap screen shots for all of the broken link pages that are listed to
prove that they are not considered as broken links
Active
Link
only
Broken
Links
Broken
Link
Click Submit
Verify each broken
link listed by the
tool whether it
fulfills the Broken
Link conditions
Active Link

1
FLOW CHARTSTEPS
2
Type Your Organisation URL Address and Click Check
You may also search the Online Tool “W3C Link Checker” using
search engine such as Google or Yahoo
95
It is usually placed on the main page of the website

96
3
Identify the result of W3C Link checker
It may take several seconds before the result is displayed
4
Verify each broken link listed by the tool whether it fulfills the Broken Link
conditions:
a) Intranet is not considered as part of Broken Link
b) Files such as .jpg, .jpeg, .gif, .png, .css, .js,.ico, lang=bm, jsessionid are
not taken into consideration for the Broken Link test
c) Only links that originate from the same domain are taken into
consideration
cont’ next page
Not considered as broken link

97
4
Snap screen shots of:
a) Page that display the result of W3C Link Checker
b) All pages that are listed in the W3C Link Checker
Press Alt+Print Screen by holding
down the Alt key and then pressing
the Print Screen key. The Print
Screen key is at the upper-right
corner of your keyboard. The key
name may vary depending on the
the type of keyboard. Some of the
common ones are Print Screen, Prt
Scr, Prt Sc
Considered as broken link

98
• Segmentation of the website to cater to specific audience
• It is a convenient approach to direct users to the right
information and services
Condition:
a) Links are provided for specific users of the website
Example: Students, Parents, Teachers
KEYWORD: PERSONALISATION, AUDIENCE, SPECIFIC, SEGMENT,
SEGMENTATION
iii. Personalisation

99
Identify the
availability of
segmentation of users
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for the segmentation of the website to cater to specific audience such
as Teachers, Students and Pensioner
text or icons
100
Look at the main page / main sections of the website

101
4
Snap screen shots of each page for the target audiences
3
Identify whether the condition is fulfilled
a) Links are provided for specific users of the website

102
• Refers to an interactive table of contents whereby the content of
the website are linked directly.
• 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 Site Map
have been developed and used by the websites
Condition:
a) Links are provided for the content listed
KEYWORD: SITE MAP, CONTENT
iv. Site Map

103
Identify the
availability of Site
Map
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for the segmentation of the website to cater to specific audience such
as Teachers, Students and Pensioner
text or icons
104
Site Map is often placed at the bottom of the page

105
4
Snap a screen shot of the page that display the detail of the Site Map
3
a) Links are provided for the content listed in the Site Map section

106
• myGov is the Official Portal of the Government of Malaysia
• It serves as the main gateway to all the websites of Ministries,
agencies and states
Condition:
a) Hyperlink to myGov portal is provided by all Government
websites
KEYWORD: LINK, HYPERLINK, myGov
v. Link to myGov

107
Identify the
availability of Link to
myGov
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for the Link to myGov presence on the website
text or icons
108
Links to other websites are usually placed on the sidebars or bottom of the page

109
4
Mouse-over the cursor to the the to myGov on the website.
Snap a screen shot of the myGov URL display on the Status bar
3
a) Hyperlink to myGov portal

DESCRIPTION:
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.)
CRITERIA
P5: SEARCH
i.
ii.
Searchable Database
110

111
• A facility to seek general information of a website by typing
keywords into the search function
Condition:
a) The search function must be internal, within the agency
website
KEYWORD: SEARCH, LOOK, FIND
i. Search Within Website

112
Send a
search
enquiry
Functional
Not Functional
Identify whether
the condition is
fulfilled
No
Yes
Look for an Internal
Search engine /
function
Available Not
Available
Not Relevant
Identify
whether result
is relevant

1
FLOW CHARTSTEPS
2
Look for an Internal Search engine / function
text or icons
113
The Search Button is often placed on the top right side of the website

114
3
Type in a keyword relevant to the agency
Possible key words such as “archive”, “location”
4
Identify the relevancy of the result from the keyword
Does the result match the key word you had entered?
5
a) The search function must be internal, within the agency website

115
4
Snap a screen shot of the page that display the detail Search result

116
• Referrs to searches that access information in specific section of
the website or database
Condition:
a) Searches result / information derived from specific section
of the website or database
Example of specific section: staff directory, circular, image
gallery, news article
KEYWORD: SEARCH, LOOK, FIND
ii. Searchable Database

117
Look for search function in any section of the website
Type in a relevant
keyword into the
Search function
Information
Received
Information
Not
Received
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for the Search Button / Function in any specific section of the website
text or icons
118
You may search at sections such as staff directory, circular, image gallery, news article

119
3
Type in a relevant key word that search from the database of the agency
Possible key words such as a name of the staff
from the Directory. You may use common names
such as Abdul
4
Identify the relevancy of the result from the keyword
Does the result provide the information
from a database?

120
5
Snap a screen shot of the page that display the detail Search result

DESCRIPTION:
Online Transparency refers to the level of details, speed
and accessibility of the website in disclosing information
on its objectives, roles and functions.
CRITERIA
P6: ONLINE TRANSPARENCY
i.
ii.
iii.
iv.
v.
Client’s Charter
Statistics of Online Services
Feedback Response
121

122
• Client’s Charter is a compulsory information to be displayed in
the website
Condition:
a) Client’s Charter must be indicated specifically and are
measurable
KEYWORD: CLIENT, CHARTER
i. Client’s Charter

123
Identify the
availability of
Client’s Charter
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for Client’s Charter in the section tabs or anywhere in the main page
text or icons
124
The Client Charter is usually placed at the “About Us” or “Profile” sections

125
4
Snap a screen shot of the page that display the Client’s Charter information
3
Identify whether the Client’s Charter made available fulfilled the conditions:
a) Client’s Charter must be indicated specifically and are measurable

126
• Achievement of the Client’s Charter must be attached to the
Client’s Charter
Conditions:
a) Achievement must be updated on monthly basis
b) The past two months achievement must be included
KEYWORD: CLIENT, CHARTER
ii. Achievement of Client’s Charter

127
Identify the
availability of the
Achievement of
Client’s Charter
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
On the Client’s Charter page, look for Achievement of Client’s Charter
text or icons
128
The Client’s Charter Achievement is usually placed with Client’s Charter

129
4
Snap a screen shot of the Achievement of Client Charter and detailed
achievement
3
Identify whether the displayed Achievement of Client’s Charter fulfilled the
conditions:
a) Achievement must be updated on monthly basis
Achievement that is not updated on a monthly basis must
inform there regularity of achievement on the website

130
• To provide updated number of transaction for all of the available
online services
Conditions:
a) Statistics must be updated on monthly basis
KEYWORD: STATISTIC OF ONLINE SERVICES,
HITS OF ONLINE SERVICES
iii. Statistic of Online Services

131
Identify the
availability of
Statistics of Online
Services
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes

1
FLOW CHARTSTEPS
2
Look for Statistic of Online Services in the section tabs or anywhere in the
main page
text or icons
132
Statistics are usually available at the Online Services tab / section

133
4
Snap a screen shot of the page that display the Statistic of Online Services
information
3
Identify whether the available Statistic of Online Services:
a) Statistics must be updated on monthly basis

134
• Feedback response refer to the response provided by the agency
for the enquiries made by the users
Condition:
a) Agency has to respond within 3 working days upon
submission of feedback / comment by a visitor
KEYWORD: FEEDBACK, RESPONSE, ENQUIRY, ANSWER, REPLY,
QUESTION
iv. Feedback Response

135
Send a sample enquiry to observe whether the form is
working
Identify the
reply from the
website
Snap a screen shot of the page that
display the information
Or the Email received from relevant
officer from the agency
Response
Received
Response
Not
Received
Identify whether
the conditions are
fulfilled
After 3 Working Days
3 Working
Days and
below

1
FLOW CHARTSTEPS
2
Look for the Feedback Form
text or icons
136
3
Send a sample enquiry to observe whether the form is working

137
5
Snap a screen shot of:
The response received from the agency via the Feedback Form system
Or
Email received from the website / relevant officer
4
Identify whether the Feedback Response from the relevant officers from the
agency is received with the 3 days time frame.
text or icons

138
• Any form of security measures on the online services
Conditions:
a) Availability of the Public Key Infrastructure (PKI)
Examples:
i) SSL
ii) Digital Certificate
iii) Captcha
b) At least one of the Online Services must provide any of the
above security measures
KEYWORD: ONLINE SERVICES, SECURITY, SSL, PKI,
DIGITAL SIGNATURE, DIGITAL CERTIFICATE
v. Online Services Security

139
Identify the
availability of Online
Services Security
Snap a screen shot of the page that
display the information
Available Not
Available
Identify whether
the conditions are
fulfilled
No
Yes
Enter / Log-in into Online Services

1
FLOW CHARTSTEPS
2
Log in into one of the Online Services available on the website
text or icons
140

141
5
Snap a screen shot of the page that display the “Online Services Security”
information
3
Look for the Online Services Security indicators – SSL / PKI / Digital Signature
or Certificate within the Online Service
Browse the page to look for Broadcast information
4
a) Availability of the Public Key Infrastructure (PKI)
Examples:
i) SSL
ii) Digital Certificate
iii) Captcha
b) At least one of the Online Services must provide any of the above security
measures

DESCRIPTION:
The visual appeal of the site and its consistency
throughout the site.
CRITERIA
P7: LOOK AND FEEL
i. Look and Feel
142

143
Conditions:
a) Maintain the same look and feel on every page
b) Consistent header, footer and side panels
KEYWORD: LOOK, FEEL, DESIGN
i. Look and Feel

144
Identify the look
and feel of the
pages
Snap several screen shots of the
pages to demonstrate the consistency
of the look and feel
Same Different
Identify whether
the headers,
footer and
side panels are
consistent
No
Yes
Browse through every page of the website

1
FLOW CHARTSTEPS
2
Browse every pages of the website. Note the header, footer and side panels
text or icons
145
Page Down Button is available on your keyboard

146
4
Snap several screen shots of the pages to demonstrate the consistency of the
look and feel
3
a) Maintain the same look and feel on every pages
b) Consistent header, footer and side panels

147

D. FREQUENTLY ASKED QUESTIONS
148
Q
A
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 provided to provide Aid, Tools
and Resources within its Online Services.
Feedback Form
Q
A
We have provided a feedback form on my website. Why didn’t we get marks for
the feedback response?
Response must be sent to the recipient within 3 working days to be able to obtain
marks.
Q
A
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 response time is considered as
non-compliant.
E.g. Thank you for your submission. Please anticipate our response within 3
working days.
Loading Time
Q
A
Is there any other tools other than “SearchMetrics Rapid” that can be used to
check Loading Time?
Yes, you may utilise other tools such as Site Speed Checker (www.seomastering.
com/site-speed-checker.php)

149
Mobile Web / Version
Q
A
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. Screen shots must be taken from any type of mobile devices to be
uploaded into the MGPWA Self Assessment Online Tool
Q
A
How do we make sure that the mobile web version created for my agency fulfills
the MGPWA requirement?
The mobile web version must be simpler than the desktop version of the website
and caters to the screen size of the respective devices used by users.
Q
A
Our website provides the text resize feature for the users, but why we did 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 fuctional for the usage of Disabled persons.
Q
A
What are the information required for Mobile Web / Version?
Agencies may publish any relevant information in any consistent languages in its
Mobile Web / Version. There is no specific guidelines set for mobile web / version.
Q
A
Our agency utilises centralised online services. Does it still considered as part of
our online services?
Yes, centralised services is considered as part of agency’s services if the agency is
directly providing the services. An example of centralised services is the eAduan
provided by the Selangor State website, respective agencies are required to
follow-up on the feedback escalated to them by the system.
Q
A
We have listed all my Intranet services on my website. Why is no mark awarded?
Intranet services is not an assessment criteria for MGPWA 2014 as the assessment
focuses on the online services offered to external party i.e. G2G, G2C, G2B.

150
Multi Language
Q
A
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.
Q
A
We 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.
Q
A
Our 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 to be published on
the website.
Q
A
What are the main reasons for agency not being able to score any mark English
Language?
The main reason is the mixture of languages in the English section. For instance, a
banner in Malay language is displayed in the English Language version of the web-
site
Q
A
Do we have to translate special names in Malay Language to English Language for
the English language content?
No. Special names are excluded from assessment.
New Media
Q
A
Is it acceptable for an agency to only provide social media on its website?
Yes, with the condition that the social media channel are updated regularly.
Q
A
I have used WAVE to check the W3C Disability Accessibility but it didn’t 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.

151
Updating Activities
Q
A
I lost a big chunk of marks for not updating only 1 portion of the 6 section.
Please explain.
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.
No Broken Link
Q
A
Are all the broken links listed by the tools considered as my agency broken links
and marks will not be rewarded?
All broken links listed in the result of the W3C Link Checker must be verified in
accordance to the conditions.
Personalisation
Q
A
Is there a limit of categories that a website should display?
Yes, at least two categories must be made available.
Site Map
Q
A
Sitemap is provided in our website. Why were our website not granted any
marks?
Your agency may lose mark because the sitemap provided in your website is not
dynamic.
Q
Is there any other tools other than W3C Link Checker that can be used to check
Broken Links?
A
Yes, you may utilise other tools such as Xenu (http://home.snafu.de/tilman/
xenulink.html)

152
Q
A
Can I use Google?
Yes, you may as long as you ensure that the results listed are within your domain.
Q
A
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.
Client’s Charter
Q
A
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.
Q
A
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.
Q
A
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
Searchable Database
Q
A
Is searchable database similar to search engine?
No, search engine is a mechanism to allow searching for the entire website while
searchable database is limited to specific sections of the website such as Staff
directory

153
General
Q
A
Do I have to park all the criteria of MGPWA on the main page of my website?
Although you have the freedom to do so, we would advise that you strategically
arrange your content so that it won’t be too cluttered.
Q
A
Why are some of the criteria from previous assessment taken out this year?
Some criteria are taken out because they are already mandatory in the Pekeliling
Am Bilangan 1 Tahun 2006 Pengurusan Laman Web/ Portal Sektor Awam or they are
already complied by majority of the agencies involved in the assessment.
Q
A
Why is my agency portal/website not assessed in MGPWA?
MDeC only assess those portals/websites listed in Machinery of myGov portal.
Therefore, please check with myGov portal to ensure that your agency’s website is
listed in myGov portal.
Q
A
When will MDeC assessed my portal/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 portal/website.
Q
A
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.

154
Q
A
My agency name and URL in MGPWA report are incorrect. What do I do?
Report can’t be amended. However, please amend the information in myGov by
contacting the agency in charged. Also, please visit myGov from time to time to
ensure no wrong information.
Q
A
Why are we required to snap screen shots of the assessed pages?
The screen shots are evidences to support your submission in the MGPWA Self As-
sessment Online Tool. The MGPWA auditors will conduct their audits by checking
the screen shots against the websites.
Q
A
Does agency have to submit a new self-assessment each time?
Yes, because the assessment recorded in the system must be a reflection of the
actual portals/websites at the point when the assessment was conducted.
Q
A
Why does my portal/website rated N/A?
N/A indicates Not Accessible. It may be due to several reasons such as
UnderConstruction,Construction or page error, three attempts will be made for
three consecutive weeks. Should the website still not be available for assessment,
it will then be rated as N/A. As for the outdated URL, MDeC will try to obtain the
correct or updated URL from parent portal/website. However, each
Government agencies must update their URL in myGov from time to time to avoid
such incident.
Q
A
Is Malaysia Crest compulsory in Government portals/websites?
Yes, as per Pekeliling Am Bilangan 1 Tahun 2006 Pengurusan Laman Web/ Portal
Sektor Awam, the crest must be displayed at top of the homepage. It also
encouraged having the crest at every page in order to maintain the same look and
feel of a portal/website.

E. SELF-ASSESSMENT CHECKLIST
155
PILLAR 1 : SITE PERFORMANCE
i. Loading Time
PILLAR 2 :FUNCTIONALITY
Broadcast
Electronic Archive
FAQ
Feedback Form
Mobile Web/ Version
New Media
i.
ii.
iii.
iv.
v.
vi.
vii.
ix.
x.
xi.
xii.
xiii.
YES NO
YES NO

156
PILLAR 3 : CONTENT
About Us
Audio/Video
Contact Details
Multi Language
Publications
Updating Activities
i.
ii.
iii.
iv.
v.
vi.
PILLAR 4 : NAVIGATION
i.
ii.
iii.
iv.
v.
Homepage Length
No Broken Link
Personalisation
Sitemap
Link to myGov
PILLAR 5 : SEARCH
Searchable Database
i.
ii.
YES NO
YES NO
YES NO

157
PILLAR 6 : ONLINE TRANSPARENCY
i.
ii.
iii.
iv.
v.
vi.
PILLAR 7 : LOOK AND FEEL
Client’s Charter
Feedback Response
i. Look and Feel
YES NO
YES NO

Mdec manual v1.4

More Related Content

Viewers also liked

Similar to Mdec manual v1.4

Recently uploaded

Mdec manual v1.4