Questions/Answers

1Malaysia One Call Centre (1MOCC) is a single point of contact centre that provides 24/7/365 access to government services. Its purpose is to facilitate the public by providing them with high-quality customer service through an efficient, accurate and centralised communication system using a unique single contact number, +603-80008000. The centre is a flagship initiative under the National Blue Ocean Strategy (NBOS) to improve service delivery and communication between the citizens and government agencies. Its implementation was spearheaded by the Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) with the Ministry of Finance (MOF), Public Service Department (PSD), Putrajaya Corporation and Telekom Malaysia Berhad (TM) acting as its strategic partners. Phase 1 of 1MOCC was launched on 12 November 2012 as a pioneer initiative, involving 21 government agencies under the Prime Minister’s Department as well as front-line agencies namely, the Road Transport Department, National Registration Department and Immigration Department. 1MOCC was later expanded 25 ministries on 15 January 2013 whilst the rest of government departments and agencies will be consolidated into 1MOCC by 2015. 1MOCC facilitates communication between the public and government agencies through the use of a single point of contact (0380008000) but via various medium of communication channels, for the solution of various types of enquiries, suggestion and complaint. With 1MOCC, the public is no longer burdened with having to remember or to look for contact numbers for different agencies they are dealing with. In the spirit of seamless approach, Customer Service Officers (CSOs) from ministries and agencies were redeployed to serve as 1MOCC agents. From regular front-desk functions, they now serve in a highly professional and intensely customer centric 1MOCC environment. The role of CSOs have broaden from transferring calls to problem solving through the effective use of ICT.

1MOCC is an innovation as it is the first point‐of‐contact and a unique one of its kind implementation in the world of e‐government. Through this service, citizen receive easy access to various government agencies through a single point of contact concept, 03 8000 8000. Public have a better experience in dealing with the public sector via various communication channels provided by 1MOCC, as information is available 24 x 7 x 365. It also provides public with reliable and trusted information and acts as a single source of authentic information. People can inquire, lodge complaints, provide suggestions or feedback, get their calls transferred to the right person and provide compliments for government agencies through seven (7) communication channels, namely through phone calls, short messaging service (SMS), email, website, Facebook, Twitter and fax using a single number without the need to go physically to the required government agency.

1MOCC is unique in its own way as it is capable to link all 44 strategic partners of 1MOCC from various Ministries/ Agencies with its users. The operation cost incurred for customer services reduced through the strategic collaboration between ministries/agencies by information sharing. This service takes a low-cost approach by consolidating the customer service infrastructure of different government agencies. With 1MOCC, citizen from all respect of groups especially the poor and vulnerable groups can easily access information on relevant government services without having the hassles to contact the agencies individually in order to lodge or deliver a particular enquiry, complaint, feedback or suggestion. In short, the citizen is no longer burdened with having to remember or to look for contact numbers for different agencies they are dealing with.

1MOCC is a first-of-its-kind signature project for the government. In revolutionising the conventional paradigm of citizen-government interface, it enables first-class service through an efficient, accurate and centralised communications system. MAMPU as the central agency responsible for the modernization and transformation of Public Service Administration in Malaysia aims at empowering people centred service delivery transformation through implementation of digital government towards an effective and efficient civil service.1MOCC is a successful example of cross-departmental collaboration that was realized from concept to execution in just six weeks. The driving idea behind 1MOCC is that there should be no wrong door to access government services. Thus, it is the Malaysian government’s strategy to satisfy the rising expectations of its citizens. 1MOCC is an example of a low cost, high value, rapidly executed initiative. It brings a breath of fresh air to government operations, raising the civil service to a new level of performance by providing anywhere and anytime access. In short, 1MOCC is an opportunity taken by the Government of Malaysia to serve citizens living in urban, rural and remote areas better, through a different delivery channel other than the counters and kiosks.

The driving idea behind 1MOCC is that there should be no wrong door to access government services by providing one-stop communication channels via a single contact number. Via this initiative, the government intend to bring the people closer in satisfying the rising expectations of its citizens. By providing round the clock communication channels, it brings a breath of fresh air to government operations, raising the civil service to a new level of performance in delivering the public services. According to the Malaysia Statistics Department, Malaysia will be an ageing nation by 2035, where 15 per cent of the population will be classified as senior citizens. Thus we need to ensure that seniors who have contributed to the country lead a happy and meaningful life. Beautiful life for Seniors, or #mySeniors, is an initiative that aims to help senior citizens aged 60 and above lead a productive and meaningful life. #mySeniors programme is a nationwide push to provide seniors with easy access to job opportunities and social activities to enable them to live a happy and meaningful life. One of the key strategic partners for #mySeniors is 1Malaysia One Call Centre and stand as 24x7x365 information hub for this initiative.

#mySeniors was divided into three segment: Senior-Friendly Jobs for Seniors, Lifelong Learning for Seniors, and Fun and Fitness for Seniors. Jobs for Seniors provides senior-friendly part-time and flexible jobs and entrepreneurship opportunities for applicants through collaboration with the Human Resources Ministry, the private sector and non-governmental organisations. It will also provide a job guidebook for seniors and offer incentives to organisations that hire seniors. Lifelong Learning for Seniors provides skills training that enable seniors to obtain senior-friendly jobs, if they need it, and to further enhance their lives, if it is of interest to the seniors. Fun and Fitness for Seniors provides opportunities for seniors to participate actively in their communities for them to feel engaged and happy. #mySeniors aims to consolidate the services offered to seniors by various ministries and organisations so they can have easy access to the information from a single channel. Hence, 1Malaysia One Call Centre (1MOCC) provides convenient access to government service through a single contact point for seniors seeking assistance from government departments and agencies. A single easy to remember number 0380008000 ensures hassle-free access to all government services.

Based on the statistics from Malaysian Communications and Multimedia Commission (MCMC), the mobile penetration rate in Malaysia for the third quarter of 2016 stood at 141.6 per 100 inhabitants which leads to an increase in demand for services that can be accessed by anyone, anywhere and anytime. Further improvements in mobile technology presents opportunity for the government to improve the public service delivery system. Hence, 1MOCC launched a mobile application called SITI@1MOCC as an alternative channel of communication on December 2016. SITI is an abbreviation for “Saya Ingin Tahu Informasi” which means “I Want Information” in the sense that it allows the public to channel inquiries, complaints and suggestions related to the government agencies/ ministries via a single mobile application. SITI@1MOCC has been designed to be an Omni‐channel, enabling it to be seamlessly integrated with the important 1MOCC components, particularly the Customer Relationship Management (CRM) and Knowledge Management (KM) systems. More than five (5) years providing significant and impactful services to the citizen, 1MOCC has actively encourage research on the Information Society, including on innovative forms of networking, adaptation of ICT infrastructure, tools and applications that facilitate the accessibility of ICTs for all, disadvantaged groups in particular.

As mobile devices are becoming an inherent part of people’s life, government agencies must harness it to drive transformation and deliver enhanced public service. MAMPU’s e- government solution “SITI@1MOCC” is an innovation and it is a unique one of its kind implementation in the world of government. SITI@1MOCC’s high accessibility and mobility liberates users from location related constraints as it is highly mobile which can be used anywhere and anytime. It is more citizen-centric as daily updates and alerts in SITI@1MOCC allows citizen to get the latest information. SITI@1MOCC enables citizen to reach the government without any additional cost with less effort and energy by a single touch on the screen. Above all, SITI@1MOCC is flexible yet reliable; as citizens are well informed as they have the access to information constantly. SITI@1MOCC’s accountability, transparency and responsiveness to the citizens makes it one of the best mobile government solution. Life is more managed as SITI@1MOCC offers easier communication without any hassle of visiting agency with long waiting lines. With the advent of e-government solutions, self-service through mobile apps paves the way for government to achieve its objectives in providing excellent service delivery.

SITI@1MOCC Mobile Application was developed for iOS and Android environment using combination of Angular, Java and Cordova framework. Users are able to download SITI@1MOCC application through the Android’s Play Store and Apple’s App Store. At the back-end, mobile apps information is managed by Admin Portal. Through Admin Portal, 1MOCC team will able to check and manage Mobile Apps user profile and update information regarding 1MOCC which will be displayed in Mobile Apps. The development of Admin Portal uses Angular, Java, HTML5 and NodeJS framework. At the heart of SITI@1MOCC Mobile Application, there is an Integration Centre. This Integration Centre manages integration of Mobile Apps with 1MOCC systems such as Customer Relationship Management (CRM) and Knowledge Management (KM) as well as Artificial Intelligent (AI). The development of Integration Centre uses NodeJS and Restful framework. SITI@1MOCC is developed using Microsoft Cognitive Services and Microsoft .Net framework. SITI@1MOCC was developed with high security and in compliance with the guidelines set under Gallery of Malaysian Government Mobile Applications (GAMMA). To further ensure compliance and security to users, SITI@1MOCC utilizes the Putrajaya Campus Network (PCN) which is the government’s official network, and its servers are hosted at the Malaysia Government Data Centre (GDC).

Yes

As for now, 1MOCC is consolidating all the federal agencies under one roof via a single contact number and has created a centralised public service knowledge base. In 2017, this initiative has been expanded to the state level and two (2) states (Melaka and Negeri Sembilan) has been approached for that particular purpose. This initiative will be further explored and enhanced in 2018 in a spirit of improving the public service delivery towards the citizen.

Malaysia is moving fast towards 2020. As the backbone of the country, the public service needs to continue to transform and utilise new approaches to ensure that Vision 2020 is realised. 1MOCC is the government’s strategic response to the new landscape of ever-rising citizen expectations. It breaks away from the traditionally compartmentalised public sector. 1MOCC is not a mere call centre. It heralds a new horizon in government service delivery. The diversity and complexity of government information and services are mind-boggling and negates comparison with any other single focal point. What is certain however is that 1MOCC will need to benchmark against best in class global customer management practices as it endeavours to raise its performance bar. In doing so, 1MOCC puts people first, not just through technical efficiency, but by making a difference in their everyday lives. As a trusted information hub of government which facilitates interaction between people and government agencies, 1MOCC has received a large number of transactions. Year 2017 transactions between 1st January to 31st December 2017 amounted to 1,118,710 transactions, in which 99.37% of transactions or 1,111,757 were made through phone calls. All in all, 1MOCC has handled a total of 6.25 million transactions as of 31st December 2017 since the first operations started back on 12 November 2012.

1MOCC continues to record excellent performance levels especially in managing telephone calls. The average time to receive and respond to calls at the first level of customer interaction is a mere 7.54 seconds. On average, 1MOCC agents need just 169.19 seconds to resolve cases at the first point of customer contact. It is an exemplary standard by any measure – something unimaginable for government.1MOCC’s customer relationship management (CRM) also has ensured that every single query and complaint get monitored from start to end. From 1st September 2015 onwards, 1MOCC has changed its voice call operating hours to smart services as the call trend data showed that calls received after office hours and during weekend is lower. Upon that, smart services were introduced where daily operation hours via voice channel begins from 7.30 am until 9.00 pm whereby Interactive Voice Response (IVR) starts at 9.01 pm until 7.30 am. Thus, benefiting government by being cost saving agency through maximizing strategies.

Yes

To ensure that 1MOCC’s services remain relevant and becomes the main point of reference for the rakyat, 1MOCC has put in place a strategy to improve and enhance existing operational processes using Customer Satisfaction Index (CSI). 1MOCC conducted its Customer Satisfaction Index (CSI) for the second quarter of 2017 over phone calls. On a scale of 1 to 5, 1 being very dissatisfied and 5 being very satisfied, the survey found that 91.72% of its customers ranked 1MOCC’s services as “satisfied” and “very satisfied”. The result of this survey shows that 1MOCC has exceeded its intended target, which is 80% customer satisfaction. 1MOCC conducted its Customer Satisfaction Survey for the second quarter of 2016 over phone calls. On a scale of 1 to 5, 1 being very dissatisfied and 5 being very satisfied, the survey found that 91.36% of its customers ranked 1MOCC’s services as being “satisfied” to “very satisfied”, whereas only 0.31% ranked 1MOCC’s services as “very dissatisfied”. The results of this survey shows that 1MOCC again has exceeded its intended target, which is 80% customer satisfaction. With this outstanding Customer Satisfaction Index (CSI) level, 1MOCC continue to serve citizens better.

1MOCC received Service Innovation Award at the FutureGoV 2013 Awards. Indeed, 1MOCC was Runner-Up for “Best Government Contact Centre 2013” under Government Initiative Recognition category by Contact Centre Association of Malaysia (CCAM), at the 14th Malaysia CRM & Contact Centre Industry Awards 2013.

1MOCC conducts its Customer Satisfaction Index (CSI) survey over phone calls to measure how the product and service provided by the organisation has satisfied the customer’s/ citizen’s expectation in getting the information needed. Customers are requested to choose the satisfaction level from rating 1–very dissatisfied, rating 2-dissatisfied, rating 3- averagely satisfied, rating 4 -satisfied and rating 5–very satisfied. 10 questions were asked for the survey containing four (4) sections, mainly three (3) questions on 1MOCC, five (5) questions on the service given by the CSO, one (1) question on the service of 1MOCC and one (1) final question on the acceptance level of the citizen towards the service received and provided by 1MOCC. The survey will be conducted every months by a dedicated team at 1MOCC. In 2017, the survey has been conducted during the 4th quarter of the year, that is in October to December 2017. The survey shows that the customer satisfaction level has achieved an average of 90% to 94% for each month.

1MOCC represents the single face of government, slicing through many organisational boundaries to impact citizens directly. Collaborations have allowed 1MOCC to maximise human resource utilisation. Currently, 277 Customer Service Officers (CSOs) have been redeployed to serve as 1MOCC agents after a fast-track training programme. In the process, these CSOs made the crucial transition from regular front-desk functions to the highly professional and intensely customer-centric 1MOCC environment. It was an extraordinary transformation; from government CSO to professional 1MOCC agent build on their competencies to respond effectively to the limitless needs of citizens. The operation cost incurred for customer services was reduced through the strategic collaboration between agencies and 1MOCC by information sharing; by empowering 1MOCC agents by creating 10 clusters involving the Immigration Department, the Public Service Department, the National Registration Department, the Road Transport Department, the Ministry of Health, Ministry of Home Affairs, Ministry of Human Resources, Ministry of Finance, Ministry of Education, Ministry of Federal Territories, and Putrajaya Corporation. This made 1MOCC to reduce the high number of unanswered call rates of agency/ministry by being in compliance to first call resolution (FCR).Thus, increasing the efficiency of provided customer service. It is proven that, 1MOCC has crossed miles compare to its first start back in November 2012 as a basic unit of government call centre without any cluster. 1MOCC initialy wholly developed by MAMPU and Telekom Malaysia Berhad (TM), Malaysia’s No. 1 Converged Communications Service Provider as a strategic partner, pioneer that offers a comprehensive range of communication services and solutions. Up to 2016, TM was a strategic partner of MAMPU for 1MOCC development. Now, 1MOCC wholly run by MAMPU and binds almost all government agencies in Malaysia.

1MOCC is an example of integrated planning, implementation and continuous evaluation in addressing issues that come up in real time. It comprises a platform for information, communication channels, support, technology and a problem-solution process that is able to address issues at different levels of complexity. Together, it provides a single point of solution for various types of enquiries, suggestions and complaints. Moving forward, 1MOCC is planning to enhance the SITI@1MOCC Mobile Application. One of the biggest predictors of mobile app success is performance because it affects rating of the usage of the apps. Performance is a product of multiple factors, mainly the server, mobile device, network and programming of the app itself. In the survey by Dimensional Research, nearly all users (96%) stated that performance is important, while over three quarters (76%) shared that it is “very important” or “critically important.” In accordance with that, 47% of consumers expect web pages to load in two seconds or less and 20% expect mobile apps to load instantly. When a mobile app’s performance doesn’t meet user expectations, there is a very high chance they will abandon it, resulting in a loss of potential revenue. In summary, Mobile app performance directly affects user retention rate, ratings, number of downloads, conversions, and ultimately, the objective of its development.