| 4. In which ways is the initiative creative and innovative?
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First step to be performed is to re-design operation system and process of certification arrangement on ISO 9001 basis and to prepare supporting device of online system. After all are prepared, integration of electronic service system of fish quarantine is performed by INSW Portal, INSW Portal is a system which will perform information integration in relation to process of customs document handling and goods release.
ISO 9001:2008 application is initiated by performing socialization of Quality Management System of ISO 9001-2008, quality document preparation, Procedure Preparation: namely Service of Import, Complaint and Gathering of Customer Satisfaction.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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To accelerate INSW implementation and for smoothness of INSW application, socialization is carried out to service user on facility of import permitting on INSW basis and application of quarantine permitting electronically through PPK Online.
To ensure service runs in accordance with the prevailing rule and to improve service quality, therefore monitoring and evaluating should be carried out. Instrument used is by carrying out survey of customer satisfaction on each month, and internal audit and management review each year.
(includes file attachment to complete this part)
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| 6. How was the strategy implemented and what resources were mobilized?
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Stakeholders in this program are :
Customs is electronic system of custom clearance which acts to sinergyze information of process of customs document handling and goods release, to ensure data and information security, to combine information flow and process between internal systems automatically. Such internal system covers system of customs, permitting, port and other system related to process of customs document handling and goods release.
KIPM Center Semarang as entity ( GA) in INSW program is committed to be actively and consistently response permitting in custom clearance.
Service user acts in performing custom clearance application through INSW portal and in house application of respective GA.
Stakeholders in Quality Management System of ISO 9001-2008 are :
Competent authority (as Top Manager) delegated duty of quality security controlling and fishery product security (import certification) to KIPM Center Semarang. To ensure consistency of implementation in KIPM Center Semarang, Competent Authority carries out evaluation in form of internal audit and KPI report. Internal audit is performed to maintain consistency of ISO 9001 application. KPI is comparison between time of certification service and time stipulated in Document of ISO 9001 (max. 7 days),
KIPM Center Semarang which accepts delegating is obliged to perform service of import certification which has been stipulated in KPI and report to Competent Authority each month.
Information monitoring of customer satisfaction level upon service level provided, peLRLL formed once in a year through Customer Survey by Service User which aims to measure and assess performance of application of ISO 9001 and analyzed by Community Satisfaction Index.
As service unit, acts to serve complaint delivered by service user by sms, email, telephone and fill in complaint form provided.
Service User consists of community both private and individual who submit permitting of import certification. And as the party who benefit, it is expected to contribute upon service performance of Import Certification through Questioner filling on Customer Satisfaction activity.
Service user may deliver complaint if dissatisfaction on received service.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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Instrument of success support of this initiative can be divided into two, namely:
a. Hardware, software and communication network. Devices used are not require device with high specification and expensive, but sufficient with appropriate device such as:
Hardware on service user with specification of CPU Pentium IV, RAM 1 GB equipped with software in form of data entry application (PPK Online) which is already connected to INSW through communication network. This device is functioned as entry data instrument of PPK Online. Operational cost of such instrument is supported by DIPA of KIPM Center Semarang.
Hardware which is at KIPM Center Semarang with specification in form of 1 unit CPU Pentium IV, RAM 1 GB and equipped with internet network connection and supported by software of In House application integrated to INSW Portal. This device is functioned to receive PPK Online response and provide permitting response to INSW Portal. Operational Cost of such device is supported by DIPA of KIPM Center Semarang.
b. Improvement of HR quality of service provider, especially administrators and operators. To prevent bribes potential internally, KIPM Center Semarang perform signing of integration treaty between staff and structural in January 2012. KIPM Center Semarang committed to create service free of corruption, this commitment is proven by realizing KIPM Center Semarang as Service Unit of WBK (Corruption Free Area) status.
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| 8. What were the most successful outputs and why was the initiative effective?
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Initiation of KIPM Center to improve service of import certification as entity in INSW program, PPK Online and implementation of ISO 9001-2008, as well as ISO 17025-2008
Implementation of such initiation from 2008 has given benefit to service user in Quarantine Document Arrangement as Customs Requirement. As for real benefit obtained by service user are time efficiency, cost, and customer satisfaction.
- Obtaining time efficiency which is very significant in quarantine document service as much as 50 percent so that obtained efficiency of operational cost of document arrangement. The improvement of customer satisfaction upon service of import certification. Such output above are as implication of commitment and consistency of application of INSW program.
- Occurrence of cost decreasing spent in import arrangement process
Decreasing of Arrangement Cost of Import Certification
No Activity Cost
Before Initiated After Initiated
Time Cost Time Cost
1 TPKS Rent Cost and Monitoring Per Container 3 Days US$ 432 Per Container 450 Minutes US$ 144 /Per container
2 Demorage Cost or Postponed cost of ship Per Container Per Day 3 Days US$ 300 Per Container 450 Minutes US$ 100 /Per Container
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| 9. What were the main obstacles encountered and how were they overcome?
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The success of implementation of a system is influenced by several factors namely commitment, consistent and evaluation monitoring. Initiation applied by KIPM Center Semarang measured its performance by internal audit, KPI (key performance Indicator) and Management Review.
Gathering of customer satisfaction upon INSW service is performed by survey of customer satisfaction. (Questioner Filling is performed once in a year).
KPI reporting monthly to the competent authority to measure performance of import certification service in accordance with service promise ( maximum 7 days ).
Internal Audit by the competent authority is performed once in a year in accordance with procedure stipulated in ISO 9001. Internal audit progam is specified by Quality Manager by considering interest level and critical part to be audited.
Management Review is carried out once in a year in order to evaluate compatibility, adequacy and effectiveness of implementation, and to find opportunity for improvement continuously of work management system related to controlling process of fishery product which has been carried out.
The success of implementation of a system is influenced by several factors namely commitment, consistent and evaluation monitoring. Initiation applied by KIPM Center Semarang measured its performance by internal audit, KPI (key performance Indicator) and Management Review.
There still occurs rejection of permitting response from INSW portal if there is error in HS Code entry. Such matter sue to the existence of perception differences in comprehension of supportive data ( HS Code) used in entry data of INSW program between GA and service user.
Solution of the above problem is by sichronizing the perception with service user through Workshop activity and applying Control system to data element between quarantine and service user
Control system to data element constitutes monitoring application/ tracking of quarantine application document, so that service user able to recognize Agreement Letter of Goods Release issued by quarantine online, so that error of data entry by operator can be minimized
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