3. 1. INTRODUCTION AND BACKGROUND OF
NATIONAL REGISTRATION DEPARTMENT
2. BACKGROUND OF MYKAD
3. CLIENT CHARTER
4. ANALYSIS OF THE IMPLEMENTATION OF
THE CLIENT CHARTER
5. CHALLENGES IN IMPLEMENTING CLIENT
CHARTER
6. RECOMMENDATIONS TO OVERCOME
CHALLENGES FACED BY THE
DEPARTMENT
7. CONCLUSION
4. The first identity cards for the Federation of
Malaya were issued 3 years after our country
reached its Independence Day in 1957, on 2
August 1960.
Matters related to birth, death, adoption,
citizenship, and marriages were first
originated under the state of governments
until federal law was drafted to provide
registration service to the public.
5. • To be the ground breaker in recording
management of the population for welfare and
security.
Vision
• Guarantee certified personal identification
records by providing the best services to the
public for national security as well as be the
leading reference agency on national population
record.
Mission
• To gather, incorporate, and register vital
personal information of the public.
• Issuing registration certificates
• Preserve permanent registers.
• Legislate registration acts, ordinances, and
regulations as enacted by the Parliament.
Objectives
6. ORGANISATIONAL CHART OF NATIONAL REGISTRATION
DEPARTMENT
Director General (Jusa B)
Dato’ Sri Sulaiman Bin Haji Keling
Deputy Director of
Operation (Jusa C)
Mohd Yazid Bin Ramli
Deputy Chairman of the
Management Board (Jusa C)
Dato Seri Elena Chiang
Abdullah
Deputy Director of Special
ICT C
Director of Investigation &
Enforcement PTD M54
Mohamad Yusri Bin Hashim
Director of Policy
Coordination & Monitoring
PTD M52
Datin Ida Murni Binti
Muhammad
Public Relation Officer S 44
Fara Maya Binti Ahmad
Jelani
Legal Officer L 41
Irwan Shah Bin Abdul
Samat
Director of Marriage and
Divorce PTD M52
Lim Hooi Ling
Director of Human
Resources & Management
Services PTD M52
Billy Anak Valentine Jihir
Director of Citizenship PTD
M52 (Acting)
Mohamad Shukri Bin Nawi
Director of Identity Card
PID M54
Zahrollail Bin Zainal
Integrity Unit Director PTD
M52
Abdul Rashid Bin Hamzah
Director of Finance &
Development PTD M52
Badrul Hisham Bin Alias
Director of Births, Deaths &
Adoption PTD M54
Mohd Azmin’ Bin Hassan
Director of Smart card
Government
Diversification F54
Nor’ Aini Binti Ab.
Ghani
Deputy Director of
Information &
Communication
Technology Management
F52
Muhaini Binti YahyaDirector of Records
Management PTD M52
Abdullah Suki Bin Jaafar
Director of Training PTD
M52
Olivia Binti Ogor
Figure 1.1 Organizational Chart of National Registration Department
7.
8.
9. September 2001, the official multipurpose
smart identification card for all Malaysians
was introduced by the Malaysian
government.
Named as “MyKad”, this smart card
integrates in a card equipped with multiple
applications and sets of personal information
about the holder of the card
12. A written commitment made by
government department or agency in the
deliverance of its outputs or services to their
customers
Objective: Assist the government
departments or institution
13. Characteristics of Client Charter:-
Clarity
Facilitates dissemination
Credibility
Practicality
Specific
Continous improvement
14.
15.
16.
17. 5. Evaluation and Improvement
Based on the feedback given by the customer
The organization can take appropriate action to improve the
weaknesses and flaws while rendering their service
4. Monitoring
Every department will be monitored
For instance, the organization may review the performance report
from each department and keep on updating regarding their
progression.
3. Service recovery
Certain circumstances where they cannot perform their pledges
contained in their respective charters
Take any action in order to restore the faith of customer and recover
their mistakes
2. Promoting the client charter
Attached with the organization’s
chart
Publish their client charter
through brochure and official
website
Simple, concise, clear and
understandable
Displayed within the
organization’s building
1. Formulating client charter
Determining the customers’ interest and prerequisite
To ensure that the client charter that will be made can fulfill and
reduce the on-going concerns about the ability to meet the clients’
expectation.
18.
19. The achievement of National Registration
Department (NRD) in Putrajaya can be seen
throughout the three years of latest
implementation of the Client’s Charter
Division of Identity Card Division
24. Duration Number of card printed
> 24 hours -
< 24 hours All applications had been successfully
printed within 24 hours
25.
26. Duration Number of card printed
> 24 hours -
< 24 hours All applications had been successfully
printed within 24 hours
27. Outcome
Enables the
customer to
determine
specifically the
expected quality
from the
National
Registration
Department
Acts as the
benchmark for
the organization
to measure their
performance of
the services
provided in
order to satisfy
the customers
Customers will
be aware of the
quality
standards of
National
Registration
Department
(NRD).
28.
29.
30. The service of National Registration
Department in finishing the printed identity card
has improved over time
During the survey on service of the identity card
division in Putrajaya, there are estimated 100
people who are waiting to be served
Even though the waiting time is more than an
hour but the identity cards will be ready in
average of 10 to 15 minutes
This clearly shows that the officers are really
keep their promise as well written in the client’s
charter of identity card division.
31.
32. The power failure at the
National Registration
Department
Inadequate number of
experienced and skilled
staff
Inadequate number of
counter open for
customers
36. Department plays important roles to
Malaysian citizens in producing identification
card, also known as “MyKad”
This is why they made promises through
their client charter, aimed to give the best
services and satisfaction to customers.
Consequently, the client charter made have
been successfully achieved.
