TIPS - jkt
Transcription
TIPS - jkt
“Towards government online services excellent” © Multimedia Development Corporation 2015 Unauthorised reproduction, lending, hiring, transmission or distribution of any data is prohibited. The manual and associated materials and any element thereof must be treated like any other copyrighted material. Request should be made to: Digital Government Enablement (DiGE) Stakeholder Engagement Multimedia Development Corporation (MDeC) 2360 Persiaran APEC 63000 Cyberjaya Selangor Darul Ehsan Tel: +603 8315 3211 Fax: +603 8318 8508 E-mail: [email protected] TABLE OF CONTENT INTRODUCTION 5 Self-Assessment Criteria 5 How to Use Self-Assessment Manual 6 Manual Tips and Tricks 7 PROVIDER-BASED EVALUATION (ProBE) 2015 SELF-ASSESSMENT SYSTEM Log in/Register for Parent and Sub-Agencies Conduct Self-Assessment MANDATORY CRITERIA 8 9 11 14 Loading Time 15 Downtime 19 Updated Content 22 Responsiveness Within Client’s Charter 27 NON-MANDATORY CRITERIA 32 Frequently Asked Questions (FAQ) 33 Feedback Form 37 Feedback Auto-Notification 41 Broadcast 45 Electronic Archive 49 Mobile Web/Version 53 W3C Disability Accessibility 57 New Media 61 About Us 65 ProBE 2015 Self-Assessment Manual 3 Table of Content Audio or Video 69 Contact Details 73 Multi-Language 77 Publications 82 Homepage Length 86 No Broken Link 90 Personalisation 94 Sitemap 98 Link to MyGov 102 Search Within Websites 106 Searchable Database 110 Client’s Charter 114 Achievement of Client’s Charter 118 Statistic of Online Services 123 Look and Feel 127 Online Services Criteria 132 Number of Online Services 133 Aid, Tools and Help Resources 138 Notification of Transaction 142 Online Services Security 146 ProBE 2015 CHECKLIST ProBE 2015 Self-Assessment Manual 150 4 INTRODUCTION Introduction Self-Assessment Criteria §§ The Provider-Based Evaluation (ProBE) 2015 sets a new approach to the assessment with an introduction of Mandatory & Non-Mandatory Criteria:- ¤¤ Mandatory Criteria (4 Criteria) èè Noncompliance of Mandatory Criteria will result in website receiving a maximum of 3 stars ¤¤ Non-Mandatory Criteria (28 Criteria) èè While the Non-Mandatory Criteria will be assessed as usual, more stringent scoring mechanism is set in order to increase the website usage and to improve the user experience §§ The selection of 4 Mandatory Criteria is based on critical criteria from the 7 pillars which are Loading Time, Downtime (New addition), Updated Content as well as Responsiveness Within Client’s Charter. §§ The ProBE 2015 is aligned to the American Customer Satisfaction Index (ACSI). ¤¤ 7 pillars of user satisfaction. Similar to the previous year Site Performance Pillar 1 The speed, consistency and reliability of loading pages on the website. Pillar 2 The usefulness, convenience and variety of online features and tools available on the website. Functionality Content Pillar 3 The accuracy, quality and freshness of news, information and content on the website. Pillar 4 The organisation of the site and options for navigation and how well the layout helps you find what you are looking for. Pillar 5 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). Pillar 6 How thoroughly, quickly and accessibly the website discloses information about what the agency is doing. Navigation Search Pillar 7 Online Transparency Look and Feel The visual appeal of the site and its consistency throughout the site. ProBE 2015 Self-Assessment Manual 5 How to Use Self-Assessment Manual Introduction 1. The ProBE 2015 Self-Assessment Manual is divided into three main categories: èè ProBE 2015 Self-Assessment System èè Assessment on Mandatory Criteria èè Assessment on Non-Mandatory Criteria ÜÜ Click on any criterion on the above page for direct navigation to its respective page! 3. Definition and conditions of each criterion can be found on its first page. 4. The manual provides two choices of references on how to conduct the selfassessment i.e. Flow Chart and Step-by-Step instructions for every criterion. 5. This is an interactive PDF in which there are several hyperlinks provided throughout the manual. The hyperlinks will allow direct navigation via mouseclick to the relevant websites including additional online information for user further understanding. (Click here for example) 6. Most of the criteria require user to capture the screenshot of relevant pages with which user shall upload into the Self-Assessment System to complete the assessment. ProBE 2015 Self-Assessment Manual 6 TIPS 2. The list of criteria are made available on both Mandatory and Non-Mandatary Criteria page for easy navigation. Manual Tips and Tricks Introduction ÜÜ For PC user, to capture the required screenshot, press Alternate (Alt) and Print Screen (PrtSc) keys on your keyboard. On some keyboards, PrtSc might appear as PrtScn or a similar abbreviation. ÜÜ Certain laptops do not have a PrtScn key or might use a different key combination to take screenshots. Check the manual that came with your laptop for more info. ÜÜ For Mac user, press Command+Shift+3 to capture the screenshot. ÜÜ Another way to capture a screenshot is to use the Windows Snipping Tool. ÜÜ Use Keyboard Shortcuts available inside the Adobe Reader*. *Go to Main Menu -> View -> Page Navigation. ÜÜ You may also use the built-in PDF Tools and Comment functions for your further notes and records. ÜÜ A set of Frequently Asked Questions (FAQ) is included in this manual for further understanding and clarification. ÜÜ Electronic form checklist is provided at the end of the manual for your final assessment record. You may “Save As” the PDF or print this later. ProBE 2015 Self-Assessment Manual 7 PROVIDER-BASED EVALUATION (ProBE) 2015 SELF-ASSESSMENT SELF-ASSESSMENT SYSTEM SYSTEM Instructions and guides on how to conduct the Self-Assessment of ProBE 2015 on the system Instructions §§ The followings are two(2) steps involved when working with Self-Assessment System: èè Step 1: Log in/Register for parent and sub-agencies èè Step 2: Conduct self-assessment Step 1 Self-Assessment Conduct Self-Assessment System Log in/Register for Parent and Sub-Agencies Flow Chart Log in/Register for Parent and SubAgencies Visit https://mgpwa.mdec.com.my/ Parent Agency General Sub-Agency Supervisor General Supervisor Login using e-mail address and password assigned by MDeC Click “First Time Registration for Agencies” Edit details accordingly Select Parent Agency and then your Agency Approve users i.e. general and supervisor of sub-agencies Fill in website details such as Agency Acronym and Person in charge Approve sub-agencies Select User Type General Supervisor Fill in agency details e.g. name, position, e-mail, alternative email, phone number and password Click “Register” ProBE 2015 Self-Assessment Manual 9 Step 1 Self-Assessment Conduct Self-Assessment System Log in/Register for Parent and Sub-Agencies Steps ¤¤ For Parent Agency 1. Visit https://mgpwa.mdec.com.my/ . 3. Approve your sub-agencies. ÜÜ Parent agencies have to ensure subagencies key in the correct information/ detail before approving. TIPS 2. Login to the Self-Assessment System using the e-mail address and password assigned by MDeC. ¤¤ For Sub-Agency 1. Visit https://mgpwa.mdec.com.my/ . 2. Click “First Time Registration for Agencies”. 3. Select your parent agency followed by your agency. 4. Fill in your website details such as name in English, the URL and acronym. 6. Click “Register”. FAQ ÜÜ Parent agency will receive a notification via e-mail when there is a new registration from its sub-agencies. ÜÜ Sub-agency will be notified via e-mail once it has been approved by parent agency. Do I have to change the username and password even though I have already registered to the Self-Assessment System last year? No, but the 2015 system will require agencies to register again before being able to conduct the assessment. My agency name and URL in ProBE report are incorrect. What do I do? Report can not be amended. However, should there be any amendment, please edit the information in Self-Assessment System. ProBE 2015 Self-Assessment Manual 10 TIPS 5. Fill in your details (webmaster) such as name, position, e-mail address, alternative e-mail address, phone number and password. Step 2 Self-Assessment Conduct Self-Assessment System Conduct Self-Assessment Flow Chart Conduct Self-Assessment Go to https://mgpwa.mdec.com.my/ Login to the system Look for Categories Mandatory Criteria (4) Non-Mandatory Criteria (28) Answer the question for each criterion Enter the supporting URLs Upload the supporting attachments (screenshot) Click on “Submit” Repeat the same process for all 32 criteria Click on “Preview” Click on “Send to Supervisor” ProBE 2015 Self-Assessment Manual Supervisor to submit 11 Step 2 Self-Assessment Conduct Self-Assessment System Conduct Self-Assessment Steps ÜÜ Click “First Time Registration for Agencies“ to register your agency account. 2. Look for Criteria Categories. TIPS 1. Go to https://mgpwa.mdec.com.my/ and login to the Self-Assessment System with the registered e-mail address and password. 4. There are specific questions that need to be answered in each criterion. The details guidance on how to complete the assessment questions can be found in this manual. ÜÜ There are a total of 4 Mandatory Criteria and 28 Non-Mandatory Criteria. ProBE 2015 Self-Assessment Manual 12 TIPS 3. The criteria for each category will be listed on the right side panel, where clicking on it will bring you to respective page of the criterion. Conduct Self-Assessment ÜÜ If your attachment size is big, compress it to jpeg, jpg or png. TIPS 5. Complete the assessment question, fill in the supporting URL and upload the screenshot when required. 6. Click the “Submit” button and upon successful submission, the completed criteria will be highlighted in blue. 7. Repeat Step 4 to 6 for all other criteria until complete. 8. Click “Preview” to check all your answers. ÜÜ It is best to go through the requirement for all criteria on the website and prepare your submission offline (including the URLs and screenshots). FAQ Why are we required to capture screenshot(s) of the assessed pages? The screenshot(s) are evidences to support your submission to the Self-Assessment System. The ProBE auditors will conduct their audits by checking the screenshot(s) against the websites. Why does my website rated N/A? N/A indicates Not Accessible. It may be due to several reasons such as Under Construction or page error. Three attempts will be made for three consecutive weeks. Should the website still not available for assessment, it will then be rated as N/A. What is the default internet browser used by MDeC when going into government websites? We will randomly try any browser. However, Internet Explorer will be a definite browser to view government websites. When will MDeC assess my 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 website. Self-Assessment System 13 TIPS 9. Once done, click “Send to Supervisor” and final submission will be done by the Supervisor. MANDATORY CRITERIA Critical criteria to improve the website usage and user experiences as well as important assessment criteria that will result a 5-Star website. Not meeting the criteria will result in websites receiving a maximum of 3-Star only. Criteria: Loading Time Downtime Updated Content Responsiveness Within Client’s Charter Mandatory Criteria Loading Time Description Pillar 1: Site Performance Definition §§ Loading Time refers to the amount of time (in seconds) it takes for a page to load, from initiation of the page view (e.g. Click on a page link) to load completion in the browser. §§ ProBE loading time indicator: 10 seconds and below. Conditions §§ Assessment must be undertaken during peak hours specified below: úú 10.00 am to 1.00 pm, or úú 2.00 pm to 4.00 pm §§ Assessment to be undertaken by using an online tool “SEO-Mastering - Site Speed Checker”: Click Here! ÜÜ Google PageSpeed test measures and analyses the page and generates report on specific recommendations to improve the speed of the page. ÜÜ Recommendations are based on general principles of web page performance, including resource caching, data upload and download size and client-server round-trip times. FAQ Updated Content Is there any other tools besides “SEO-Mastering” that can be used to check Loading Time? Yes, you may utilise other tools such as SearchMetrics Rapid (SearchMetrics Rapid). What should we do if the SEO-Mastering does not produce any result? Agencies are recommended to undertake the SEO-Mastering Site Speed Checker test using a different Internet connection. However, should the issue still persist, there are alternative tools suggested. ProBE 2015 Self-Assessment Manual 15 TIPS ÜÜ Utilise “Google PageSpeed Insights”. Mandatory Criteria Loading Time Flow Chart Pillar 1: Site Performance Go to www.seomastering.com/sitespeed-checker.php Browse to “Ping domain tester” or “Site speed checker” Enter your agency’s URLs and the image verification Click on “Continue” Identify the Loading Time result 10 seconds and below Capture the screenshot Select “Yes” Above 10 seconds Select “No” Upload the screenshot Click “Submit” ProBE 2015 Self-Assessment Manual 16 Mandatory Criteria Loading Time Steps Pillar 1: Site Performance ÜÜ You may also search the Online Tool “SEO Mastering” using Google or Yahoo. 2. Browse to “Ping domain tester” or “Site speed checker”. 3. Submit your agency’s URL including the compulsory verification character and click “Continue”. ProBE 2015 Self-Assessment Manual 17 TRICKS 1. Go to www.seomastering.com/site-speed-checker.php. Loading Time 4. The website will produce your loading time below domain name box. 5. Capture screenshot of the page that displays the loading time result. 6. Upload the screenshot of the result to the Self-Assessment System. 7. a) If the duration is less than 10 seconds, select “Yes”; or b) If the duration is more than 10 seconds, select “No”. ÜÜ If checking took a longer time, you can proceed with the next assessment and return to this criterion later. BACK TO MAIN PAGE Mandatory Criteria 18 TIPS 8. Click “Submit”. Mandatory Criteria Downtime Description Pillar 1: Site Performance Definition §§ Downtime refers to the occasions whereby the website is not operational and is not accessible by the users. §§ It only involves the unscheduled maintenance of an agency website. §§ The scheduled maintenance of which agency notify its users of the time and duration of website unavailability are not considered for this criterion. Conditions §§ Website downtime must be within the stipulated SLA of respective agencies. úú Agencies without SLA , on the other hand, must comply to 99.5% uptime (43 hours, 48 minutes downtime) §§ Notification of the website inaccessibility must be displayed on other official channels such as myGov or agency social media accounts. úú Agency that does not own any official social media accounts are required to utilise their parents’ website or official accounts ÜÜ There are many online tools available to track your website downtime. Most of these tools send immediate alerts to website admin when the website crashes. ÜÜ Marks for this criterion will be given to agency that comply to the uptime SLA. FAQ What does 43 hours 48 minutes mean? It means that a website should not be experiencing downtime of more than 43 hours 48 minutes in a year. How will MDeC check the downtime that occurs in the government websites? MDeC will subscribe to an online tool that will send downtime alert. Therefore, it is vital that when downtime occurred be it planned or unplanned, agencies must key in the details into the Self-Assessment System. ProBE 2015 Self-Assessment Manual 19 TIPS ÜÜ Utilise and subscribe to a reliable online tool. Downtime Mandatory Criteria Flow Chart Pillar 1: Site Performance Yes Uptime SLA available? No Select “Yes” Select “No” Submit the duration Go to your agency website Downtime occurs? No Yes Identify the downtime Planned Unplanned Capture the screenshot Select type Key in details Upload the screenshot Click “Submit” ProBE 2015 Self-Assessment Manual 20 Mandatory Criteria Downtime Steps Pillar 1: Site Performance 1. Identify your uptime SLA. a) If SLA is available, select “Yes” and fill in the duration; or b) If SLA is not available, select “No”. 2. Proceed to the downtime details section. 3. a) If downtime has occurred, verify if it is “Planned” or “Unplanned” and capture the screenshot(s). Select the type of downtime i.e. “Planned” or “Unplanned” and fill in the details of the downtime i.e. Date, Downtime Duration and the reason behind the downtime. Upload also the screenshot to the Self-Assessment System and click “Submit”; or ÜÜ Uptime/downtime records of a website can be retrieved from subscribed online tool services. The online tool varies depending on which service provider your agency subscribed. Such subscribed services will have specific dashboards reporting the uptime/downtime records. ÜÜ You may also seek the records from your webmaster. BACK TO MAIN PAGE ProBE 2015 Self-Assessment Manual 21 TIPS b) If no downtime has occurred, click “Submit”. Mandatory Criteria Updated Content Description Pillar 3: Content Definition §§ Refers to the updates and frequent reviews of information available on the website. §§ There are 6 elements of Updated Content: úú News, activities or updated events úú Announcements information and broadcast úú Newspaper clippings, statements or articles úú Poster/Banner úú Tender/Quotation/Recruitment announcements úú Minister, Deputy Minister and Senior Management of the agencies Conditions §§ Any of the six elements of website content above must be updated. ÜÜ Content and business owners of the information displayed on the website are encouraged to check their information regularly to verify and ensure the information are accurate and up-to-date. ÜÜ Consistent engagement with users via feedback forms, surveys and focus groups allow website managers to understand user’s perspective and input on the content of website. More info: http://www.bruceclay.com/blog/stepsupdate-website-content/. FAQ I lost a big chunk of marks for not updating only 1 portion of the 6 section. Please explain. Updated Content 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. How long before the event should the announcement be made on the website? Uploading announcement can be done at any time deem necessary by the agencies. It is not stated in the updating guideline. ProBE 2015 Self-Assessment Manual 22 TIPS §§ Refer to “Perkara-Perkara Yang Dipantau Berkaitan Pengemaskinian Maklumat Di Laman Web” on the next page:- Updated Content Reference “Perkara-Perkara Yang Dipantau Berkaitan PERKARA-PERKARA YANG Maklumat DIPANTAU BERKAITAN MAKLUMAT DI LAMAN WEB Pengemaskinian DiPENGEMASKINIAN Laman Web”:Bil 1. 2. Perkara ¥ Berita terkini ¥ Aktiviti terkini ¥ Peristiwa terkini ¥ Pengumuman ¥ Makluman ¥ Hebahan Penjelasan Contoh Tempoh Paparan untuk Dikemaskini Paparan berita, aktiviti dan peristiwa berkaitan agensi yang telah dilaksanakan. “Kementerian telah menganjurkan Karnival Usahawan pada 1 Mac 2011 dan telah dihadari oleh…” 1 bulan selepas tarikh berita, aktiviti dan peristiwa (i) Pengumuman mengenai berita, aktiviti dan peristiwa yang akan dilaksanakan. “Kementerian akan menganjurkan Karnival Usahawan pada 28 Mac 2011” 3 hari bekerja selepas tarikh berita, aktiviti dan peristiwa dipaparkan (ii) Pengumuman pengumuman yang berterusan “Maklumat berkaitan Projek Perumahan Terbengkalai sehingga 15 Februari 2011 yang dikeluarkan oleh Jabatan Perumahan Negara (JPN) kini boleh dimuat turun” Mengikut keperluan agensi “Adalah dimaklumkan bahawa mulai 23 Disember 2010, pihak Majlis tidak lagi menerima sebarang pembayaran melalui cek” 3. 4. 5. 6. ¥ Keratan akhbar ¥ Kenyataan akhbar ¥ Rencana akhbar ¥ Poster/Banner ¥ Tawaran tender ¥ Tawaran sebut ¥ harga ¥ Tawaran Jawatan ¥ kosong ¥ Maklumat Menteri ¥ Timbalan Menteri ¥ Ketua agensi (i) Keratan, kenyataan dan rencana akhbar yang mengandungi maklumat relevan sepanjang masa (kempen, program kesedaran dan lain-lain) Kenyataan Akhbar mengenai penyakit pandemik seperti Demam Denggi Dan Chikunkunya Mengikut keperluan agensi ii) Keratan, kenyataan dan rencana akhbar mengandungi maklumat umum (perasmian, lawatan dan lain-lain) Keratan akhbar bertajuk “Bomba berkampung 24 jam. Sinar Harian, 20 Feb 2011.” 1 bulan selepas tarikh akhbar (i) Poster/banner yang memaparkan pencapaian dan pengiktirafan yang diterima oleh agensi Anugerah 5 Bintang, Sijil ISO, 5S dan lain-lain Mengikut keperluan agensi (ii) Poster/banner yang memaparkan aktiviti atau peristiwa (Perayaan, kempen dan lain-lain) Poster ucapan Selamat Tahun Baru, poster bengkel 1 minggu selepas tarikh aktiviti dan peristiwa Paparan berkaitan tawaran tender, sebut harga dan jawatan kosong - 1 hari bekerja selepas tarikh tawaran tender, sebut harga dan jawatan kosong ditutup Maklumat berkaitan Menteri, Timbalan Menteri (sekiranya berkaitan) dan ketua agensi dikemaskini, terutama di bahagian direktori kakitangan, carta organisasi dan perutusan ketua agensi. - 1 hari bekerja selepas lantikan rasmi **Nota: 1. Tempoh yang diberikan di atas merupakan kelonggaran yang diberikan. Agensi digalakkan untuk mengemaskini maklumat dilaman web sebaik sahaja sesuatu maklumat tersebut dianggap sebagai luput/tidak diperlukan. 2. Semua maklumat yang telah melebihi tempoh paparan untuk dikemaskini seperti yang dinyatakan di atas, perlu dimasukkan ke bahagian arkib dan tidak dipaparkan di muka utama laman web. Mandatory Criteria 23 Mandatory Criteria Updated Content Flow Chart Pillar 3: Content Go to your agency website Available All Information updated? Identify all the relevant elements that needs to be updated No Capture the screenshot Not Available Select “No” Yes Capture the screenshot Select “Yes” Fill in the relevant section in the Answer box Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 24 Updated Content Steps Mandatory Criteria Pillar 3: Content 1. Go to the homepage of your agency website. 2. Identify from the 6 elements of updated content which are relevant and displayed on the homepage as below: èè News, Activities, Updated events èè Announcements Information and broadcast èè Newspaper clippings, statements or articles èè Poster/Banner èè Tender/Quotation/Recruitment announcements èè Minister, Deputy Minister and Senior Management of the agencies ProBE 2015 Self-Assessment Manual 25 Updated Content 3. Ensure that the element(s) is/are updated as per conditions in the guideline. 4. Capture screenshot of the displayed element(s) whether they are updated or outdated. 5. a) If all the relevant elements are updated, select “Yes”. Fill in their relevant elements and upload the screenshot(s) to the Self-Assessment System. Fill in also the URL; or b) If any of the relevant elements is outdated, select “No”. Upload the screenshot(s) to the Self-Assessment System. Fill in also the URL(s). 6. Click “Submit”. BACK TO MAIN PAGE Mandatory Criteria 26 Responsiveness Within Client's Charter Description Mandatory Criteria Pillar 6: Online Transparency Definition §§ Responsiveness Within Client’s Charter refers to the response provided by the agency for the enquiries made by users via the website. Conditions §§ Agency to respond enquiries by users within the time frame stipulated in the client’s charter. úú If time frame is not displayed, the details response time is 3 working days ÜÜ Content owners are encouraged to prepare further information and clarification on anticipated questions that may be asked by the users such as related regulations, roadmap and links/ access to more information about the subject matter. ÜÜ The basic information which are prepared in advanced are to be provided promptly to users while the respective officers are working on a more detailed and customized response (if necessary) to increase level of engagement with the users. FAQ Responsiveness within Client’s Charter Would an enquiry be sent to any of the e-mail addresses displayed in the directory? No, enquiry will only be sent to agencies via feedback form made available in the websites. ProBE 2015 Self-Assessment Manual 27 TIPS ÜÜ Agencies must clearly display the time frame in responding to users’ enquires in the Client’s Charter section of the websites. This will allow users to anticipate the duration in receiving a respond from agency. Responsiveness Within Client's Charter Flow Chart Mandatory Criteria Pillar 6: Online Transparency Go to your agency website Look for Client’s Charter page Identify feedback response time frame Capture the screenshot Look for “Feedback Form” Not Available Available Working Response received? Yes Condition fulfilled? Send a sample enquiry Not Working No Select “No” Pass time frame Capture the screenshot Does not exceed time frame Capture the screenshot Select “No” Select “Yes” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 28 Responsiveness Within Client's Charter 1. Go to your agency website. Pillar 6: Online Transparency ÜÜ Start with the Feedback Form criterion, followed by Feedback Auto-Notification to avoid duplication in sending enquiries to agencies. 2. Look for Client’s Charter page. ProBE 2015 Self-Assessment Manual 29 TIPS Steps Mandatory Criteria Responsiveness Within Client's Charter 3. Identify the feedback response’s time frame set by the agency. 4. Capture screenshot of the Client’s Charter web page. 5. Go back to the homepage and look for Feedback Form. 6. Complete the Feedback Form and submit a sample enquiry to observe the form is working. Mandatory Criteria 30 Responsiveness Within Client's Charter 7. a) Time frame disclosed in client’s charter:i) If enquiry is responded by agency as per time frame in the client’s charter, select “Yes”. Upload the screenshots to the Self-Assessment System i.e. Client’s Charter page and response received from the enquiry made via feedback form; or ii) If enquiry is responded by agency later than the time frame in the client’s charter, select “No”. Upload the screenshots to the SelfAssessment System i.e. Client’s Charter page and response received from the enquiry made via feedback form. b) Time frame is not disclosed in client’s charter:i) If enquiry is responded by agency within 3 working days, select “Yes”. Upload the screenshot to the Self-Assessment System i.e. response received from the enquiry made via feedback form; or ii) If enquiry is responded by agency later than 3 working days, select “No”. Upload the screenshot to the Self-Assessment System i.e. response. or 8. Click “Submit”. ÜÜ Time frame can also be observed in the notification that appear after submitting the enquiry. However it is important that time frame is disclosed in the Client’s Charter too. BACK TO MAIN PAGE Mandatory Criteria 31 TIPS c) If enquiry is not responded or website does not offer Feedback Form, select “No”. NON-MANDATORY CRITERIA All other criteria based on 7 pillars that increase the usage and improve user experiences. Not meeting the criteria will result loss of mark. Criteria: Frequently Asked Questions (FAQ) Feedback Auto-Notification Mobile Web/Version About Us Personalisation Look and Feel Electronic Archive Contact Details Homepage Length Sitemap Search Within Websites Client’s Charter Broadcast W3C Disability Accessibility Audio or Video Publications Feedback Form New Media Multi-Language No Broken Link Link to myGov Searchable Database Achievement of Client’s Charter Online Services Criteria Frequently Asked Questions (FAQ) Description Non-Mandatory Criteria Pillar 2: Functionality Definition §§ Refers to the provision of a list of questions that are frequently asked by the website users. Conditions §§ Must be created to answer specific questions related to the agency. §§ Advisable to provide contact details of the relevant officer of the agencies. This will allow users to enquire or send questions that are not available in the FAQ section. ProBE 2015 Self-Assessment Manual 33 Non-Mandatory Criteria Frequently Asked Questions (FAQ) Flow Chart Pillar 2: Functionality Go to your agency website Yes No FAQ available? Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 34 Frequently Asked Questions (FAQ) Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website. ÜÜ The FAQ is usually placed at the top right of the page. 3. Identify whether the conditions are fulfilled especially the Questions and Answer listing must be related to the agency. ProBE 2015 Self-Assessment Manual 35 TIPS 2. Look for the availability of FAQ hyperlink or icon on the homepage. Frequently Asked Questions (FAQ) 4. Capture the screenshot of the page that display the FAQ information. 5. a) If the FAQ section is available and meet the condition, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If the FAQ section is available but does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If the section is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 36 Feedback Form Description Non-Mandatory Criteria Pillar 2: Functionality Definition §§ Refers to the opinion expressed by users with regards to the website functionality, usage experiences or related agency’s issues. Conditions §§ Complaints are not considered as Feedback. §§ Sign-up and log-in requirements for the feedback form are discouraged. FAQ I have provided a feedback form in my website. Why I did not get marks for the feedback response? Response must be sent to the recipient within 3 working days to be able to obtain marks. Can SISPAA be utilised for the Feedback Form criterion? Yes. Agency may utilise this existing initiative instead of creating new feedback form. ProBE 2015 Self-Assessment Manual 37 Non-Mandatory Criteria Feedback Form Flow Chart Pillar 2: Functionality Go to your agency website Available Look for “Feedback Form” Send a sample enquiry Not Available Not Working Working Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 38 Feedback Form Steps Non-Mandatory Criteria Pillar 2: Functionality ÜÜ Browse the page to look for any form of assistance. The Feedback Form is usually available at the Contact Us section. ÜÜ Status checking in a feedback form can contribute to online service. 2. Send a sample enquiry to observe whether the form is working. ProBE 2015 Self-Assessment Manual 39 TIPS & TRICKS 1. Go to you agency website and look for the availability of Feedback Form. Feedback Form 3. Identify whether the conditions are fulfilled: èè Complaints are not considered as Feedback èè Signing up and logging in to the feedback form are discouraged 4. Capture screenshot that display the Feedback Form is working. 5. a) If the feedback form is working, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If the feedback form is not working, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 40 Feedback Auto-Notification Description Non-Mandatory Criteria Pillar 2: Functionality Definition §§ Refers to the notification prompted/displayed after the submission of feedback by a user. The notification must inform the user that the feedback has been sent/received and the time frame for response from the relevant officer. Conditions §§ 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. §§ Time frame for expected response from the agency. ÜÜ A feedback form that made the time frame readily available can obtain marks for this criterion. FAQ 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 time frame is considered as noncompliant. E.g. Thank you for your submission. Please anticipate our response within 3 working days. Do I have to change the timeline to respond in the feedback auto-notification? Yes, the timeline must be aligned with the time frame disclosed in your client’s charter. ProBE 2015 Self-Assessment Manual 41 TRICK §§ Reference/ Tracking number is encouraged to be included in the notification message. Non-Mandatory Criteria Feedback Auto-Notification Flow Chart Pillar 2: Functionality Go to your agency website Not Available Look for “Feedback Form” Available Available Identify time frame response Not Available Send a sample enquiry Capture the screenshot Yes Notification message received Select “No” No Capture the screenshot No Time frame available? Select “No” Yes Capture the screenshot Select “Yes” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 42 Feedback Auto-Notification Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website and look at the availability of Feedback Form. 2. Identify whether the time frame is displayed in the notification. 3. a) If Feedback Form already stated the time frame, capture the screenshot; or b) If it is not displayed, fill in the Feedback Form to submit enquiry. Identify whether the notification containing the time frame is prompted after the enquiry is submitted. Capture the screenshot. ProBE 2015 Self-Assessment Manual 43 Feedback Auto-Notification 4. a) If the time frame is readily available in the Feedback Form, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If the time frame is not readily available but displayed in the feedback notification, select “Yes” and upload the screenshot to the SelfAssessment System. Fill in also the URL; or c) If the time frame is not readily available and not displayed in the feedback notification, select “No”. Upload the screenshot to the SelfAssessment System. Fill in also the URL; or d) If there is no Feedback Form, select “No”. 5. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 44 Broadcast Description Non-Mandatory Criteria Pillar 2: Functionality Definition §§ Refers to section where announcements, news or latest updates in the agency are being made. Conditions §§ The section should not be left blank. §§ If there is no update/announcement, the section must display notification such as “No latest announcement is available”. ProBE 2015 Self-Assessment Manual 45 Non-Mandatory Criteria Broadcast Flow Chart Pillar 2: Functionality Go to your agency website Look for “Broadcast Section/Tab/Header” Yes No Broadcast Information available? Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 46 Broadcast Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website. 2. Look for the Broadcast section/header that include Announcements, News and latest changes in the agency. ProBE 2015 Self-Assessment Manual 47 Broadcast 3. Identify whether broadcast section fulfils the condition:èè The section should not be left blank. If there is no update/announcement, it must be displayed as “No latest announcement is available”. 4. Capture screenshot of the page that display the Broadcast information. 5. a) If the broadcast section is available and meet the condition, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If the broadcast section is available but does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 48 Non-Mandatory Criteria Electronic Archive Description Pillar 2: Functionality Definition §§ Refers to an accumulation of information in digital forms for a minimum of the previous 1 year. §§ The information may include, but not limited to the following:úú Articles úú News clipping úú Announcements úú Policies úú Budget úú Legal Documents Conditions §§ Archive must be relevant to the agency and its portfolio. FAQ Do I have to create a specific section for archive or would a section containing the publication from previous years suffice? The section may not necessarily be named Archive. Therefore, having content from previous years may contribute mark for this criterion. ProBE 2015 Self-Assessment Manual 49 Non-Mandatory Criteria Electronic Archive Flow Chart Pillar 2: Functionality Go to your agency website Look for “Archive Section/Tab/Header” Yes No Archive Information available? Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 50 Non-Mandatory Criteria Electronic Archive Steps Pillar 2: Functionality 1. Go to your agency website. 2. Look for the Archive section/header that includes Announcements, News Clipping and Articles in the agency. 3. Identify whether the archive information fulfils the conditions: èè Archive is relevant to the agency and its portfolio ProBE 2015 Self-Assessment Manual 51 Electronic Archive 4. Capture screenshot that display the detail page of the Electronic Archive. 5. a) If the archive information is available and meet the condition, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If the archive information is available but does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 52 Non-Mandatory Criteria Mobile Web/Version Description Pillar 2: Functionality Definition §§ Refers to a version of the website that is customised to be viewed using mobile or smaller devices such as smartphone, tab or iPad. Conditions §§ 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. §§ Notification of the availability of the service including QR code or mobile icon must be displayed on the desktop version to inform users. §§ A QR code may be used to notify the availability of Mobile Version. §§ At least one of the criteria of mobile web/version must be fulfilled. ÜÜ Utilisation of responsive design and QR code can contribute marks not only for Mobile Web/Version, but also for New Media. FAQ 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. Screenshot(s) must be taken from any type of mobile devices to be uploaded into the Self-Assessment System. How do I make sure that the Mobile Web/Version created for my agency fulfils the ProBE 2015 requirement? The Mobile Web/Version must be simpler than the desktop version and caters to the screen size of the respective devices used by users. However, the announcement on the feature must be displayed on your website. ProBE 2015 Self-Assessment Manual 53 TRICK §§ Must be displayed on a mobile device such as smartphone, tab or iPad. Non-Mandatory Criteria Mobile Web/Version Flow Chart Pillar 2: Functionality Go to your agency website Look for “mobile web features via announcement/QR code/icon mobile” Yes No Mobile Web Version available? Condition fulfilled? No Yes Available View the website via mobile devie Not Available Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 54 Mobile Web/Version Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website. 2. Look for the Mobile Web/Version announcement, QR code or the mobile icon. ProBE 2015 Self-Assessment Manual 55 Mobile Web/Version 3. Identify whether the following conditions are fulfilled: èè The mobile version must be simpler than the full desktop version èè Announcement on the features must be displayed in the desktop version 4. View a Mobile Web/Version using a mobile device. 5. Capture screenshot that display the mobile web version on a mobile device. 6. a) If version works well, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If version does not work, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If version is not available, select “No”. 7. Click “Submit”. ÜÜ Galaxy Tab 2 lets you capture the image on the screen by touching “Screen Capture” icon on the tab. ÜÜ Xperia users may hold the Power button and Volume-down button down simultaneously for a few seconds. ÜÜ These methods varies for different models of mobile devices. BACK TO MAIN PAGE Non-Mandatory Criteria 56 TIPS ÜÜ The common instruction for most mobile devices is to hold the Power button and Home button down simultaneously for up to 2 seconds. Non-Mandatory Criteria W3C Disability Accessibility Description Pillar 2: Functionality Definition §§ Refers to the compliance of Level A of Web Content Accessibility Guidelines (WCAG) 2.0 that allows a disabled person to be able to use the website. Conditions §§ Websites are required to comply with the requirements of WCAG 2.0. §§ Usage of Online Tool: WAVE - http://wave.webaim.org/. FAQ I have the text resize feature in my website. Why did I 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 functional for the usage of Disabled persons. I have used WAVE to check the W3C Disability Accessibility but it did not 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. Will W3C Disability Accessibility criterion involve the feature to increase the font size? No. The compliance of this criterion will only be based on the result (0 error) produced by the online tool. ProBE 2015 Self-Assessment Manual 57 Non-Mandatory Criteria W3C Disability Accessibility Flow Chart Pillar 2: Functionality Go to http://wave.webaim.org/ Enter your agency URL Click on “Submit” No Error Identify the result of Level A compliance Error Capture the screenshot Capture the screenshot Select “Yes” Upload the screenshot Select “No” Click “Submit” ProBE 2015 Self-Assessment Manual 58 W3C Disability Accessibility Steps Non-Mandatory Criteria Pillar 2: Functionality TIPS 1. Go to http://wave.webaim.org/. ÜÜ You may also search the online tool “WAVE” using search engine such as Google or Yahoo. 2. Type your agency URL. 3. Click “Submit”. 4. Identify the result of W3C Disability Accessibility. 5. Capture screenshot of the page that displays the W3C Disability Accessibility result. ProBE 2015 Self-Assessment Manual 59 W3C Disability Accessibility 6. a) If WAVE resulted no error, select “Yes” and upload screenshot to the SelfAssessment System; or b) If WAVE resulted error, select “No” and upload screenshot to the SelfAssessment System. ÜÜ Compliant of this criterion is only observed in the number of errors reflected in the Summary tab i.e. zero error. BACK TO MAIN PAGE Non-Mandatory Criteria 60 TIPS 7. Click “Submit”. New Media Non-Mandatory Criteria Description Pillar 2: Functionality Definition §§ Refers to all that is related to Internet and interplay between technology, images and sounds. Conditions §§ Maximum of 5 New Media channels to be assessed. §§ Additional technology such as Web 2.0 is considered as part of New Media. §§ Social Media accounts and feeds must be updated regularly. §§ The New Media incorporated in the website such as QR Code, tag cloud, responsive design, mobile apps, e-book reader must be error-free. §§ The Live Chat representative must be online during the set time frame that is published on the website. ÜÜ The Audio/Video and Publications section in Pillar 3 also can be used to score additional point under New Media section. ÜÜ The Mobile Web/Version section in Pillar 2 such as QR code also can be used to score additional point under New Media section. ÜÜ Social media is not compulsary for this criterion. Agencies have the freedom to choose the type of new media they want to provide to users. ÜÜ Youtube utilisation can contribute marks for both Audio/Video and New Media criteria. FAQ ÜÜ Publications that utilises e-book reader can also contribute to New Media criterion. Is it acceptable for an agency to only provide social media on its website? Yes, with the condition that the social media are kept updated. Kindly advise on Maximum of 5 New Media. To obtain full mark, agency should provide 5 new media to its users. Is responsive design considered as Mobile Web/Version? Yes. However, announcement of the version must available in website. ProBE 2015 Self-Assessment Manual 61 TIPS & TRICKS §§ Example of new media are blogs, video sharing, image sharing, RSS Feed, webcast, webinar, widget, tag clouds, pinboard and podcast. Non-Mandatory Criteria New Media Flow Chart Pillar 2: Functionality Go to your agency website Available Look for “information/ icon related to New Media” Not Available Open all New Media channels available Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Fill in new media name Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 62 New Media Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website. 2. Look for information, technology or icon that represent New Media. 3. Open all the new media channels available on the website. Example: Open the Twitter or Facebook page that is listed on the website. ProBE 2015 Self-Assessment Manual 63 New Media 4. Identify whether the new media available fulfil the conditions: èè Additional technology such as Web 2.0 is considered part of new media èè Social media feeds must be updated regularly èè The new media incorporated in the website such as QR code, tag cloud, responsive design, mobile apps, e-book reader must be error-free èè The Live Chat representative must be online during the set time frame 5. Capture the screenshot for all the new media channels published on the website. 6. a) If new media are working/updated, select “Yes” and fill in the name of the new media. Upload screenshot to the Self-Assessment System. Fill in also URL; or b) If there are more than one new media, click button “Add” and fill in the name of the new media. Upload screenshot to the Self-Assessment System and fill in also the URLs; or or d) If it is not available, select “No”. 7. Click “Submit”. ÜÜ You may have to login to the social media to verify it is updated. ÜÜ Make sure you look at publication section too, in case an e-book reader is used. ÜÜ If the website uses Responsive Design, test it! BACK TO MAIN PAGE Non-Mandatory Criteria 64 TIPS c) If new media are not working/outdated, select “No” and upload screenshot to the Self-Assessment System. Fill in also URL; About Us Description Non-Mandatory Criteria Pillar 3: Content Definition §§ Refers to a section of the website that provides fundamental information on the respective unit or department. Conditions §§ It may be provided in a dedicated section or incorporated in the introduction page. §§ About Us section must be published on the website. ProBE 2015 Self-Assessment Manual 65 Non-Mandatory Criteria About Us Flow Chart Pillar 3: Content Go to your agency website Yes About Us section available? No Capture the screenshot Select “Yes” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 66 About Us Steps Non-Mandatory Criteria Pillar 3: Content 1. Go to your agency website. ÜÜ Information is usually placed in the main menu section and remain obvious on the homepage. ProBE 2015 Self-Assessment Manual 67 TIPS 2. Look for About Us section or browse through the main introduction section. About Us 3. Capture the screenshot of the page that display the About Us information. 4. a) If About Us section is available, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If About Us section is not available, select “No”. 5. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 68 Non-Mandatory Criteria Audio or Video Description Pillar 3: Content Definition §§ 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. Conditions §§ Streaming or downloadable audio clips are clips with only sound that were recorded for listening purposes. §§ Background music is not considered as an audio clip. §§ Flash is not considered as a video clip. ÜÜ Having a video in your website can contribute marks not only for this criterion but also for the New Media, with the condition agency is utilising video sharing channel e.g. Youtube and is updated. ProBE 2015 Self-Assessment Manual 69 TRICKS §§ Both the audio and video clips must be related to the agency. Non-Mandatory Criteria Audio or Video Flow Chart Pillar 3: Content Go to your agency website Yes Yes Audio/Video section available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 70 Audio or Video Steps Non-Mandatory Criteria Pillar 3: Content 1. Go to your agency website. ÜÜ Information can be found in the section tabs or anywhere in the website. Try look for related key words such “media”/“multimedia”. ProBE 2015 Self-Assessment Manual 71 TIPS 2. Identify the presence of Audio or Video section or display in the website. Audio or Video 3. Identify whether the audio or video clips fulfil the conditions: èè Audio clips must not be the background music èè Video clips must not be flash videos èè Both audio and video clips must be related to the agency 4. Capture screenshot of the page that display the audio or video information. 5. a) If the audio or video is available and working, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If it is available but not working, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 72 Contact Details Description Non-Mandatory Criteria Pillar 3: Content Definition §§ Refers to information by which members of the public, business or entity can use to reach the agency. úú Telephone – General telephone numbers of agency úú Address – General mailing address úú E-mail – General e-mail or webmaster e-mail address Conditions §§ To avoid misuse of e-mail addresses by other parties to send “spam e-mails”, the e-mail addressed should be displayed differently i.e. hanani[dot]ahmad[at]moh[dot] com[dot]my ([email protected]). FAQ Why must the general e-mail address of agency not be written as it is? When e-mail address is written as per norm, it is click-able and copy-able, hence allowing spamming activities on the general e-mail. To avoid the spamming activities, can the general e-mail address be displayed in an image? Agencies can opt any ways to display their e-mail as long as the spammers will not be able to steal it. ProBE 2015 Self-Assessment Manual 73 Non-Mandatory Criteria Contact Details Flow Chart Pillar 3: Content Go to your agency website Yes Yes Contact Details section available? Condition fulfilled? Capture the screenshot No No Capture the screenshot Select “No” Tick related answer Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 74 Contact Details Steps Non-Mandatory Criteria Pillar 3: Content 1. Go to your agency website. 2. Look for contact section or browse through the availability of contact details. 3. Identify whether the contact details provided fulfil all the conditions: èè Telephone Numbers èè Address èè E-mail ÜÜ Information can be found in the section tabs or anywhere on the homepage. Try look for related key words such “Contact Us”. ProBE 2015 Self-Assessment Manual 75 TIPS 4. Capture screenshot of the page that display the information. Contact Details 5. a) If the contact details are available and meet the condition, tick the related box and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If the contact details are available but do not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If they are not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 76 Multi-Language Description Non-Mandatory Criteria Pillar 3: Content Definition §§ Refers to access of website content in multiple languages for user selection. Conditions §§ Malay Language content must be made available for all websites where as English and third language content are encouraged. §§ Fulfil the specific conditions of the English language content: úú All the content within the website must be translated into English úú Discrepancies between Malay and English must be avoided úú 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 where notice of disclaimer is displayed to inform users of its limitation and risks. ProBE 2015 Self-Assessment Manual 77 Multi-Language Non-Mandatory Criteria FAQ 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. I 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. My 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 so that it can be published on the website. What are the main reasons for agency not being able to score any mark English Language? The main reasons are the mixture of languages in the English section. For instance, a banner in Malay language is displayed in the English Language version of the website. Do we have to translate special names in Malay Language to English Language for the English language version of the website? No. Special names are excluded from assessment. Is the dual language banner allowed on websites? Yes, announcement on the banner can be in dual language. Must the content of tender be translated to English language? No. Can a banner displayed in English section be in Malay language? No. However, special names e.g. names of events, places are excluded from being translated to English language. Can the content in English language version be of a simpler version that the Malay section? No, the same content must be available in both sections. Must all the pages in the website be translated in English language? Yes. ProBE 2015 Self-Assessment Manual 78 Non-Mandatory Criteria Multi-Language Flow Chart Pillar 3: Content Go to your agency website Malay Language Content available? No English Language Content available? Yes Capture the screenshot for related language Tick related answer No Condition fulfilled? Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual No Yes Yes Yes Third Language Content available? No Capture the screenshot for related language Select “No” Select “No” 79 Multi-Language Steps Non-Mandatory Criteria Pillar 3: Content 1. Go to your agency website. 2. Look for Malay Language content. ÜÜ Information can be found in the top section or anywhere on the homepage. Try look for related key words such as “Language”. ÜÜ Circulars, Name of Event, Publications, Tender, News Article, Speech, Press Release, Act and Journal do not require translation from Malay language to others. ProBE 2015 Self-Assessment Manual 80 TIPS 3. Identify the availability of English and Third Languages content. Multi-Language 4. Identify whether the content languages meet the conditions:¤¤ Malay Language: Compulsory ¤¤ English Language èè All the content within the website must be translated into English èè Discrepancies between Malay and English must be avoided èè Translation via online tools is not permissible èè Third Language: If an Online Translation tool is used, notice of disclaimer is to be displayed to inform users of its limitation and risks 5. Capture screenshot of the homepage of all the languages made available by the website. 6. a) Malay Language i) If the content meets the condition, tick “Malay Language” and upload screenshot to the Self-Assessment System. Fill in also the URL; or ii) If the content does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL. b) English Language i) If the content meets the condition, tick “English Language” and upload screenshot to the Self-Assessment System. Fill in also the URL; or ii) If the content does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL. c) Third Language i) If the content meets the condition, tick “Third Language” and upload screenshot to the Self-Assessment System. Fill in also the URL; or ii) If the content does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 81 Non-Mandatory Criteria Publications Description Pillar 3: Content Definition §§ Refers to any official publications issued by agencies that are published or downloadable from the website. Conditions §§ Publications must be made available online. §§ All the hyperlinks provided for the information/download shall be active links. §§ Journal’s or Publication’s abstracts are not considered as Publication. ÜÜ Utilisation of e-book reader can contribute marks not only Publications, but also New Media. ÜÜ Publication of current and previous years can contribute marks not only for Publication criterion, but also for Electronic Archive. ProBE 2015 Self-Assessment Manual 82 TRICKS §§ Agency may also utilise online application such as e-book reader. Non-Mandatory Criteria Publications Flow Chart Pillar 3: Content Go to your agency website Yes Yes Publication section available? Condition fulfilled? Capture the screenshot No No Capture the screenshot Select “No” Select “Yes” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 83 Publications Steps Non-Mandatory Criteria Pillar 3: Content 1. Go to your agency website. 2. Look for Publication in the section tabs or anywhere in the homepage. 3. Identify whether the available e-publications meet the conditions:èè Majority of the publications/databases must be made available online èè All the hyperlinks provided for the information/download are active links èè Journal or Publications abstracts are not considered as Publication èè May utilise online application such as e-book reader ProBE 2015 Self-Assessment Manual 84 Publications 4. Capture screenshot of the page that display the Publications. 5. a) If the Publication section is available and meets the condition, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If the Publication section is available and does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If Publication section is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 85 Homepage Length Description Non-Mandatory Criteria Pillar 4: Navigation Definition §§ Homepage length refers to the size of the website homepage. Conditions §§ The length of the “scrolling-down” on the page must be 3 pages or less (measured by “Page Down” key on the keyboard). §§ Resolution: Maximum of 1280 x 800. ProBE 2015 Self-Assessment Manual 86 Non-Mandatory Criteria Homepage Length Flow Chart Pillar 4: Navigation Go to your agency homepage Scroll-down to the bottom of the page Less than 3 pages Condition fulfilled? More than 3 pages Capture the screenshot Select “Yes” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 87 Non-Mandatory Criteria Homepage Length Steps Pillar 4: Navigation 1. Go to your agency homepage. TIPS 2. Browse and inspect the overall length of the homepage. ÜÜ You may also check the declared homepage size at the bottom of the page. ProBE 2015 Self-Assessment Manual 88 Homepage Length 3. Identify whether the conditions are fulfilled: èè Scroll-down of the page must be 3 pages or less (measured by “Page Down” button) èè Resolution: Maximum of 1280 x 800 ÜÜ The key for Page Down vary depending on the keyboard. Common key labels are Page Down and PgDn. 5. a) If the homepage length is less than 3 pages, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If the homepage length is more than 3 pages, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 89 TIPS 4. Capture screenshot of the entire length of the homepage. No Broken Link Description Non-Mandatory Criteria Pillar 4: Navigation Definition §§ Refers to a hyperlink that no longer points to its original destination. This could be for a variety of reasons: úú the destination page has been moved or unavailable úú the destination page has been renamed etc. §§ Clicking on a broken link will usually return what’s called a “404 error page”, which is simply an automated message generated within the browser telling the user that the web server could not locate the web page that corresponds to the clicked hyperlink. Conditions §§ All hyperlinks within the website must be active. §§ Check to ensure that hyperlinks are active using Online Tool W3C Link Checker: http://validator.w3.org/checklink. úú Intranet is not considered as part of broken link úú File formats such as *.jpg, *.jpeg, *.gif, *.png, *.css, *.js, *.ico, lang=bm, jssessionid are not taken into consideration for the Broken Link test úú Only links that originate from the same domain are taken into consideration FAQ Are all the broken links listed by the tools considered as my agency broken links and marks will not be rewarded? No. All broken links must be validated if they are broken and reside with your agency domain. ProBE 2015 Self-Assessment Manual 90 Non-Mandatory Criteria No Broken Link Flow Chart Pillar 4: Navigation Go to http://validator.w3.org/checklink Enter your agency URL Click on “Check” Active Link Capture the screenshot Identify the result of Broken Link Checker Yes Broken Link Condition fulfilled? No Capture the screenshot Select “Yes” Upload the screenshot ProBE 2015 Self-Assessment Manual Select “No” Click “Submit” Upload the screenshot & fill in URLs 91 Non-Mandatory Criteria No Broken Link Steps Pillar 4: Navigation ÜÜ It is usually placed on the homepage of the website. ÜÜ It may take several seconds before the result is displayed. 2. Type your agency URL address and click “Check”. ProBE 2015 Self-Assessment Manual 92 TIPS 1. Go to http://validator.w3.org/checklink. No Broken Link 3. Identify the result of Broken Link checker. 4. Verify each broken link listed by the tool whether it fulfils the Broken Link conditions: èè Intranet is not considered as part of Broken Link èè Files such as .jpg, .jpeg, .gif, .png, .css, .js,.ico, lang=bm, jsessionid are not taken into consideration for the Broken Link test èè Only links that originate from the same domain are taken into consideration 5. Capture screenshot for all of the broken link pages that are listed to prove that they are not considered as broken links. 6. a) If no broken link is found, select “Yes” and upload the screenshot to the Self-Assessment System; or b) If broken link is found, select “No” and upload the screenshot to the SelfAssessment System. Fill in also the URL of the broken link(s). 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 93 Non-Mandatory Criteria Personalisation Description Pillar 4: Navigation Definition §§ Personalisation refers to the delivery of appropriate content and services, tailored-made to the user’s needs with the aim to improve the user’s experience of a service. Conditions §§ It is a convenient approach to direct users to the right information and services. §§ Segmentation of the website to cater to specific audience. §§ Links are provided for specific users of the website. ÜÜ To comply this criterion, the target audience must be more than 1 category. FAQ Is there a limit of categories that a website should display? Yes, at least two categories must be made available. To comply to this criterion, the target audience be more than 1 category. Must online services be included in themust personalisation? Agencies have the freedom on the content that they want to display in each of the categories in the personalisation. They may be aligned according to information, services or both. ProBE 2015 Self-Assessment Manual 94 TIPS §§ Example: Students, Parents, Teachers. Non-Mandatory Criteria Personalisation Flow Chart Pillar 4: Navigation Go to your agency website Yes Yes User segmentation available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 95 Personalisation Steps Non-Mandatory Criteria Pillar 4: Navigation 1. Go to your agency website. 2. Look for the segmentation of the website to cater to specific audience such as Malaysian Exporters and Foreign Buyers. ProBE 2015 Self-Assessment Manual 96 Personalisation 3. Identify whether the condition is fulfilled. èè Links are provided for specific users of the website 4. Capture screenshot of each page for the target audiences. 5. a) If section is available, select “Yes” and upload screenshot to the SelfAssessment System. Fill in also the URL; or b) If section is available but does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 97 Sitemap Description Non-Mandatory Criteria Pillar 4: Navigation Definition §§ Refers to an interactive table of contents whereby the content of the website are linked directly. Conditions §§ 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 sitemap have been developed and used by the websites. §§ Links are provided for the content listed. FAQ Sitemap is provided in my website. Why is mark not awarded to my agency? Your agency may lose mark because the sitemap provided in your website is not dynamic. ProBE 2015 Self-Assessment Manual 98 Non-Mandatory Criteria Sitemap Flow Chart Pillar 4: Navigation Go to your agency website Yes Yes Sitemap available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 99 Sitemap Steps Non-Mandatory Criteria Pillar 4: Navigation 1. Go to your agency website. ÜÜ Sitemap is often placed at the bottom or the top of the page. ProBE 2015 Self-Assessment Manual 100 TIPS 2. Look for the “Sitemap” link or menu. It is normally either on the top right or bottom of the homepage. Sitemap 3. Identify whether the condition is fulfilled. èè Links are provided for the content listed in the sitemap section 4. Capture screenshot of the page that display the detail of the sitemap. 5. a) If sitemap is available and meets the condition, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If sitemap is available but does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 101 Non-Mandatory Criteria Link to MyGov Description Pillar 4: Navigation Definition §§ Refers to the hyperlink provided on the website to access the myGov portal. Conditions §§ myGov is the official portal of the Government of Malaysia that serves as the main gateway to all the websites of ministries, agencies and states. §§ Hyperlink to myGov Portal is provided by all Government websites. ProBE 2015 Self-Assessment Manual 102 Non-Mandatory Criteria Link to MyGov Flow Chart Pillar 4: Navigation Go to your agency website Yes Yes Link to myGov available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 103 Non-Mandatory Criteria Link to MyGov Steps Pillar 4: Navigation 1. Go to your agency website. 2. Look for the presence of myGov link in the website. 3. Identify whether the condition is fulfilled. èè Hyperlink to myGov portal ÜÜ Links to other websites are usually placed on the sidebars or bottom of the page. ProBE 2015 Self-Assessment Manual 104 TIPS 4. Mouse-over the cursor to the myGov link on the website. Link to MyGov 5. Capture screenshot of the myGov URL display on the Status bar. 6. a) If the link is available and meet the condition, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If the link is available but does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 105 Search Within Websites Description Non-Mandatory Criteria Pillar 5: Search Definition §§ Refers to the search function made available on the website for users to locate information using keywords within the websites only. Conditions §§ User may search information by entering keywords into the search function. §§ The search function must only search for information within the agency websites. FAQ Can I use Google? Yes, you may as long as you ensure that the results listed are within your domain. 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. Can 1Akses be considered as search within website? Yes, 1Akses initiative can be used as search engine for agency website. Is 1Akses a mandatory criterion? No but ProBE has a criterion named Search Within Website. 1Akses can be utilised for this criterion especially when the initiative has the additional feature i.e. filtering. What is the difference between Search Within Website and Searchable Database? Search Within Website is searching feature for the entire content of the website while the latter is specific on one section. ProBE 2015 Self-Assessment Manual 106 Non-Mandatory Criteria Search Within Websites Flow Chart Pillar 5: Search Go to your agency website Available Look for internal search engine Not Available Type relevant keyword Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 107 Non-Mandatory Criteria Search Within Websites Steps Pillar 5: Search 1. Go to your agency website. 2. Look for an internal search engine. ÜÜ The Search Button is often placed on the top right side of the website. ÜÜ Possible key words such as “archive”, “location”. ProBE 2015 Self-Assessment Manual 108 TIPS 3. Type in a keyword relevant to the agency. Search Within Websites 4. Identify whether the conditions are fulfilled: èè The search function must only search for information within the agency websites 5. Capture screenshot of the page that display the detail Search result. 6. a) If search engine is available and meet the condition, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If search engine is available and does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 109 Searchable Database Description Non-Mandatory Criteria Pillar 5: Search Definition §§ Refers to searches that access information in specific section or database within the websites. Conditions §§ Searches result/information derived from specific section of the website or database. §§ Example of specific section: staff directory, circular, image gallery, news article. FAQ Is searchable database similar to search engine? No, search engine is a mechanism to allow searching for the entire website while searchable database limits to certain section e.g. Staff directory. ProBE 2015 Self-Assessment Manual 110 Non-Mandatory Criteria Searchable Database Flow Chart Pillar 5: Search Go to your agency website Available Look for any section that has search function Not Available Type relevant keyword Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 111 Searchable Database Steps Non-Mandatory Criteria Pillar 5: Search 1. Go to your agency website and browse into any specific section of the website. ÜÜ You may search at sections such as staff directory, circular, image gallery, news article. ÜÜ Possible key words such as a name of the staff from the Directory. You may use common names such as “Muhammad”. ProBE 2015 Self-Assessment Manual 112 TIPS 2. Look for the search button/function in any specific section of the website. Searchable Database 3. Type in a relevant key word that search the database. ÜÜ Does the result provide the information from a database? 5. Capture screenshot of the page that display the detail Search result. 6. a) If search engine works, select “Yes” and upload screenshot to the SelfAssessment System. Fill in also the URL; or b) If search engine does not work, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available select “No”. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 113 TIPS 4. Identify whether the condition is fulfilled. Non-Mandatory Criteria Client's Charter Description Pillar 6: Online Transparency Definition §§ Refers to framework that defines service standards of the agency. Conditions §§ It is compulsory to be displayed in the website. §§ Information provided on the Client’s Charter must be specific, indicative and measurable. FAQ 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. 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. ProBE 2015 Self-Assessment Manual 114 Non-Mandatory Criteria Client's Charter Flow Chart Pillar 6: Online Transparency Go to your agency website Yes Yes Client’s Charter available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 115 Client's Charter Steps Non-Mandatory Criteria Pillar 6: Online Transparency 1. Go to your agency website. ÜÜ The Client’s Charter is usually placed at the “About Us” or “Profile” sections. ProBE 2015 Self-Assessment Manual 116 TIPS 2. Look for Client’s Charter in the section tabs or anywhere in the homepage. Client's Charter 3. Identify whether the Client’s Charter made available fulfilled the conditions: èè Client’s Charter must be indicated specifically and are measurable 4. Capture screenshot of the page that display the Client’s Charter information. 5. a) If charter meets the condition, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If charter does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If charter is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 117 Achievement of Client's Charter Description Non-Mandatory Criteria Pillar 6: Online Transparency Definition §§ Refers to the statistical information on the compliance to the indicators set in the Client’s Charter. Conditions §§ Information on the achievement of the Client’s Charter must be placed in the same section as the Client’s Charter. §§ Achievement must be updated on monthly basis. ÜÜ If achievement is not measured on monthly basis, please put a remark on its measurement. ÜÜ If achievement is measured on quarterly basis, then achievement displayed must be of two quarters before the existing quarter. FAQ 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. ProBE 2015 Self-Assessment Manual 118 TIPS §§ The achievement of the previous two months must be included. Non-Mandatory Criteria Achievement of Client's Charter Flow Chart Pillar 6: Online Transparency Go to your agency website Yes Yes Achievement of Client’s Charter available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 119 Achievement of Client's Charter Steps Non-Mandatory Criteria Pillar 6: Online Transparency 1. Go to your agency website. ÜÜ The Client’s Charter Achievement is usually placed with Client’s Charter. ÜÜ Achievement that is not updated on a monthly basis must inform the regularity of achievement. ProBE 2015 Self-Assessment Manual 120 TIPS 2. On the Client’s Charter page, look for Achievement of Client’s Charter. Achievement of Client's Charter 3. Identify whether the displayed Achievement of Client’s Charter fulfilled the conditions: èè Achievement must be updated on monthly basis èè The past two months achievement must be included 4. Capture screenshot of the Achievement of Client’s Charter and detailed achievement. Non-Mandatory Criteria 121 Achievement of Client's Charter 5. a) If achievement meets the condition, select “Yes” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or b) If achievement does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 122 Non-Mandatory Criteria Statistic of Online Services Description Pillar 6: Online Transparency Definition §§ Refers to the statistical data collected on the usage of the online services provided by the website. Conditions §§ The website must publish the updated number of transaction for all of the available online services provided. §§ Statistics must be updated on monthly basis. §§ Statistics of the past two months must already be made available. ProBE 2015 Self-Assessment Manual 123 Non-Mandatory Criteria Statistic of Online Services Flow Chart Pillar 6: Online Transparency Go to your agency website Yes Yes Statistics of online services available? Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” No Select “No” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 124 Statistic of Online Services Steps Non-Mandatory Criteria Pillar 6: Online Transparency 1. Go to your agency website. ÜÜ Statistics are usually available at the Online Services tab/section. ProBE 2015 Self-Assessment Manual 125 TIPS 2. Look for statistic of online services in the section tabs or anywhere in the homepage. Statistic of Online Services 3. Identify whether the available Statistic of Online Services: èè Statistics must be updated on monthly basis èè The past two months achievement must already be made available 4. Capture screenshot of the page that display the Statistic of Online Services information. 5. a) If statistic displayed meets the condition, select “Yes” and upload screenshot to the Self-Assessment System. Fill in also the URL; or b) If statistic does not meet the condition, select “No” and upload screenshot to the Self-Assessment System. Fill in also the URL; or c) If it is not available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 126 Non-Mandatory Criteria Look and Feel Description Pillar 7: Look and Feel Definition §§ The look and feel of a website refers to how the site looks to the user and how it feels while browsing and interacting with it. Conditions §§ Maintain the consistency of the same look and feel on every page throughout the website. §§ Consistencies of header, footer or side panels on every page. §§ Should the website includes an English Language content section, the look and feel must be consistent with Malay Language version. ProBE 2015 Self-Assessment Manual 127 Non-Mandatory Criteria Look and Feel Flow Chart Pillar 7: Look and Feel Go to your agency website Browse through every page of the website Same Identify the look and feel for every pages Different Capture the screenshot Select “No” Capture the screenshot Select “Yes” Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 128 Look and Feel Steps Non-Mandatory Criteria Pillar 7: Look and Feel 1. Go to your agency website. 2. Browse every pages of the website. Note the header, footer and side panels. 3. Identify whether the conditions are fulfilled:èè Maintain the same look and feel on every pages èè Consistent header, footer and side panels ProBE 2015 Self-Assessment Manual 129 Look and Feel ÜÜ Pay attention to the consistency of layout arrangement, colours and fonts selection, hyperlinks and menus design as well as information display when assessing this criteria. ÜÜ Browse through all the available pages and links to assess the look and feel. Non-Mandatory Criteria 130 TIPS 4. Capture several screenshots of the pages. ÜÜ It is easier to determine the consistency of a website by looking at the header and main images design and colours. 5. a) If the look and feel is consistent, select “Yes” and upload the screenshot(s) to the Self-Assessment System. Fill in also the URL; or b) If the look and feel is not consistent, select “No” and upload screenshot(s) to the Self-Assessment System. Fill in also the URL. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 131 TIPS Look and Feel Online Services Criteria A group of criteria involving Online Services Criteria: Number of Online Services Aid, Tools & Help Resources Notification of Transaction Online Services Security Instructions §§ To score marks for the above criteria, specific scoring mechanism shall apply as per following table. §§ E.g. Each of the identified online services must have Aid, Tools and Help Resources or no marks will be given. SCENARIO ALL ALL ANY Aid, Tools and Help Resources Notification of Transaction Online Service Security Online Service A ✓ ✗ ✓ Online Service B ✓ ✗ ✗ Online Service C ✗ ✓ ✓ Online Service D ✓ ✓ ✓ Online Service E ✓ ✓ ✓ NO NO YES Number of Online Services SCORE YES Non-Mandatory Criteria Number of Online Services Description Pillar 6: Online Transparency Definition §§ Refers as services that can be fully transacted online such as: úú Government to Citizens (G2C) úú Government to Business (G2B) úú Government to Government (G2G) services Conditions §§ E-Payment is considered as an online service. §§ Maximum of 5 online services shall be assessed. §§ End-to-end services without off-line transaction requirement. §§ Services must be provided within the website domain. §§ Intranet, Complaint and Feedback Forms are not part of online services. §§ For online services that published outside the website’s domain, the ownership information of the online services is to be verified. ÜÜ To obtain full mark, please provide 5 online services. ÜÜ If your agency has more than 5 online services, please select the core ones. ProBE 2015 Self-Assessment Manual 133 TIPS §§ Online services must be displayed on the homepage and hyperlinked to the location of the online services within the website (or the verified link if it is outside of the website’s domain). Number of Online Services Non-Mandatory Criteria FAQ I have listed all my Intranet services on my website. Why is no mark awarded? Intranet services are no longer a criterion for assessment as the assessment focuses on the online services offered to external party i.e. G2G, G2C, G2B. My agency has 200 online services. Which one should be listed in the website? Selection of the services must be of the core ones to your agency. What happened in the instances where an agency submitted 3 online services and they have increased to 5 during the audit period? The validator will add on the additional 2 online services. My agency has 5 online services. Must the screenshot for the services be captured for the Aid, Tools and Help Resources, Notification of Transaction and Online Services Security criteria? Yes, all screenshot must be captured. My agency provides an online service specifically for shipping companies where the manual is only available when logging into the service. How will MDeC be able to validate the manual? In cases like this, MDeC will be validating the answer based on the screenshot uploaded by agencies to the system. Is an online complaint system considered as online service? No but if the service has status checking of the complaints, then the checking can contribute to online service. Can an online service for agency staff be considered in Number of Online Services? No. G2G refers to services offered across agencies. If an agency does not have online services, will it lose mark for Aid, Tools and Help Resources, Notification of Transaction and Online Service Security? Yes, naturally the agency will not be obtaining any marks for criteria involving online services. ProBE 2015 Self-Assessment Manual 134 Non-Mandatory Criteria Number of Online Services Flow Chart Pillar 6: Online Transparency Go to your agency website Available Identify online services Not Available Enter/Login into all the online services Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Select “No” Fill in online services name Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 135 Non-Mandatory Criteria Number of Online Services Steps Pillar 6: Online Transparency 1. Go to your agency website. 2. Identify online services provided by the website. ÜÜ Owner of online services will be indentified if it is parked on a different domain than its agencies i.e. via copyright. ProBE 2015 Self-Assessment Manual 136 TIPS 3. Enter or login into each of the online services. Number of Online Services 4. Identify whether each of the online services fulfil the relevant conditions for respective online services: èè End-to-end services without off-line transaction requirement èè Services must be provided within the website domain èè Intranet, Complaint and Feedback forms are not considered as online services 5. Capture the screenshot of the completed transaction of all the Online Services provided in the website. 6. a) If online service is available and meet the condition, select “Yes” and fill in name of online service. Upload screenshot to the Self-Assessment System and fill in also the URLs; or b) If there is more than one online service, click button “Add” and fill in the name of online services. Upload screenshot to the Self-Assessment System and fill in also the URLs; or c) If it does not meet the condition, select “No” and upload the screenshot(s) to the Self-Assessment System. Fill in also the URL; or d) If there is no online service, select “No”. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 137 Aid, Tools and Help Resources Description Non-Mandatory Criteria Pillar 2: Functionality Definition §§ Refers to information that will aid or help users when using online services available in the website. §§ These can be either: úú Tips úú Guidelines úú Manual úú Flowchart úú Video Tutorial Conditions §§ All online services provided in the website must have either one forms of the five examples as above. §§ FAQ is not considered as Aid, Tools & Help Resources. ÜÜ Only identify this criterion in the online services you have submitted for “Number of Online Services” criterion. ÜÜ To obtain marks, all the above services must have any forms of help to users. FAQ 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 to provide Aid, Tools and Help Resources. Can an agency obtain marks if the manual to an online service is only obtainable once logged in? Yes. However, it is encouraged that the manual is made available without having to log in to the system. ProBE 2015 Self-Assessment Manual 138 TIPS §§ Aid, Tools and Help Resources must be made available on the homepage of the respective online services. Aid, Tools and Help Resources Flow Chart Non-Mandatory Criteria Pillar 2: Functionality Go to your agency website Available Observe online services you have identified for “Number of online services” criterion Not Available Enter/Login into all the online services Identify help features in the online services Not Available Select “No” Available Yes Condition fulfilled? No Capture the screenshot Capture the screenshot Select “Yes” Select “No” Fill in online services name Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 139 Aid, Tools and Help Resources Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website and observe the online services you have identified for “Number of Online Services” criterion. 2. Review and look for availability of any Aid, Tools or Help Resources such as Guidelines, Procedures, Manual etc. to ease the online services. ProBE 2015 Self-Assessment Manual 140 Aid, Tools and Help Resources 3. Identify whether the conditions are fulfilled: èè All of the online services provided in the website must have either one of the five (5) examples èè FAQ is not considered as Aid, Tools & Help Resources 4. Capture screenshot of all pages that display the Aid, Tools & Help Resources (See Example Screenshot above) for all the online services identified earlier. 5. a) If the criterion is available and meet the condition, select “Yes” and fill in the name of the online services. Upload the screenshot to the SelfAssessment System and fill in also the URL; or b) If there are more than one online service with form of help, click button “Add” and fill in the name of online services. Upload screenshot to the Self-Assessment System and fill in also the URLs; or c) If the criterion is available but does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System as well as the URL; or d) If no form of help is available, select “No”. 6. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 141 Non-Mandatory Criteria Notification of Transaction Description Pillar 2: Functionality Definition §§ Refers to the notification sent to each user after an online transaction is completed. Conditions §§ For each online service. ÜÜ Only identify this criterion in the online services that you have submitted for “Number of Online Services” criterion. ÜÜ To obtain marks, all the above services must have notification. FAQ What is the use of Notification of Transaction? To notify user on the transaction so that he is in the know of the status. With the notification, this also indicates that the online service is working. My agency provides a service i.e. the bankruptcy list for bank. How do I provide the notification for the service? Notification would be the result of the list searching. ProBE 2015 Self-Assessment Manual 142 TIPS §§ All the online services must provide the Notification of Transaction. Non-Mandatory Criteria Notification of Transaction Flow Chart Pillar 2: Functionality Go to your agency website Login to online services you have identified for “Number of online services” criterion Complete all Online Transaction Transaction Notification received? Yes Yes Condition fulfilled? No No Select “No” Capture the screenshot Capture the screenshot Select “Yes” Select “No” FIll in online services name Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 143 Notification of Transaction Steps Non-Mandatory Criteria Pillar 2: Functionality 1. Go to your agency website. 2. Enter or log in into each of your online services you have identified for “Number of Online Services” criterion. ProBE 2015 Self-Assessment Manual 144 Notification of Transaction 3. Complete each online transaction and click “Submit”. 4. Observe whether the notification of transaction is received for each of the online services. 5. Identify whether notification of transaction received meet the condition. 6. Capture screenshot that display the notification of transaction. 7. a) If the criterion meets the condition, select “Yes” and fill in the name of the online services. Upload the screenshot to the Self-Assessment System and fill in also the URL; or b) If there are more than one online service with notification of transaction , click button “Add” and fill in the name of online services. Upload screeshot to the Self-Assessment System and fill in also the URLs; or c) If the criterion does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System and fill in also the URL; or d) If it is not available, select “No”. 8. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 145 Online Services Security Description Non-Mandatory Criteria Pillar 6: Online Transparency Definition §§ Online Services Security refers to the security, authentication and protection of data sent via Internet Protocol while using online services. Conditions §§ At least one form of security measure must be implemented for online services provided by the website. §§ Availability of the Public Key Infrastructure (PKI). §§ Examples: úú SSL úú Digital certificate úú Captcha §§ At least one of the online services shall offer any of the above security measures. §§ Online security measures provided must be prominently displayed on online services pages. FAQ 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. What is MDeC’s recognition towards agencies that are awarded with Malaysia Trust Sektor Awam (MTSA)? Agencies awarded with MTSA will be in compliance with the Online Services Security. ProBE 2015 Self-Assessment Manual 146 Non-Mandatory Criteria Online Services Security Flow Chart Pillar 6: Online Transparency Go to your agency website Login to online services you have identified for “Number of online services” criterion Available Yes Identify Online Services Security Condition fulfilled? Not Available No Select “No” Capture the screenshot Capture the screenshot Select “Yes” Select “No” Fill in online services name Upload the screenshot & fill in URLs Click “Submit” ProBE 2015 Self-Assessment Manual 147 Online Services Security Steps Non-Mandatory Criteria Pillar 6: Online Transparency 1. Go to your agency website. 2. Log in to the online services that you identified in the “Number of Online Services” criterion. ProBE 2015 Self-Assessment Manual 148 Online Services Security 3. Identify the online services security available in the online services such as SSL/PKI/Digital Signature or Certificate. 4. Identify whether the conditions are fulfilled: èè Availability of the Public Key Infrastructure (PKI) – SSL/Digital Certificate èè At least one of the Online Services must provide any of the above security measures èè Security measures provided must be prominently displayed on Online Services pages 5. Capture screenshot of the page that display the “Online Services Security”. 6. a) If the criterion meets the condition, select “Yes” and fill in the name of the online service. Upload the screenshot to the Self-Assessment System and fill in the URL; or b) If the criterion does not meet the condition, select “No” and upload the screenshot to the Self-Assessment System. Fill in also the URL; or c) If the criterion is not available, select “No”. 7. Click “Submit”. BACK TO MAIN PAGE Non-Mandatory Criteria 149 ProBE 2015 CHECKLIST Name: Signature/Stamp: Designation: Organisation/Agency: Address: Tel.: E-mail: Date: ProBE 2015 Checklist Mandatory Criteria Compliance Yes No 1. Loading Time 2. Downtime 3. Updated Content 4. Responsiveness Within Client’s Charter Non-Mandatory Compliance Yes 5. Frequently Asked Questions (FAQ) 6. Feedback Form 7. Feedback Auto-Notification 8. Broadcast 9. Electronic Archive 10. Mobile Web/Version 11. W3C Disability Accessibility 12. New Media 13. About Us 14. Audio or Video 15. Contact Details 16. Multi-Language 17. Publications 18. Homepage Length 19. No Broken Link 20. Personalisation 21. Sitemap 1 of 2 No ProBE 2015 Checklist Non-Mandatory Compliance Yes 22. Link to myGov 23. Search Within Website 24. Searchable Database 25. Client’s Charter 26. Achievement of Client’s Charter 27. Statistic of Online Services 28. Look and Feel 29. Number of Online Services 30. Aid, Tools & Help Resources 31. Notification of Transaction 32. Online Services Security Mandatory Criteria: 4 Non-Mandatory Criteria: 28 Total Criteria: 32 2 of 2 No “Towards government online services excellent” www.mscmalaysia.my Multimedia Development Corporation Sdn. Bhd. 2360 Persiaran APEC 63000 Cyberjaya Selangor Darul Ehsan, Malaysia Tel: +603 8315 3000 Toll Free No.: 1-800-88-8338 Fax: +603 8315 3115 (389346-D) [email protected]