National Registration Department (NRD)

Subject: Introduction to Public Sector Quality Management (ADS 465)

Prepared for: Madam Nurliyana Mohd Shazali

Group: BA 2D

Presented by:

Name

1. Amirah Izzati binti Azmi2. Nor Syazwana binti Md Radzi3. Nurhazlin binti Hussein4. Siti Nuralieya Syahira binti Zahari5. Sofea binti Saruwan

NRD’s logo

CONTENTS1. INTRODUCTION AND BACKGROUND OF

NATIONAL REGISTRATION DEPARTMENT2. BACKGROUND OF MYKAD3. CLIENT CHARTER4. ANALYSIS OF THE IMPLEMENTATION OF THE

CLIENT CHARTER5. CHALLENGES IN IMPLEMENTING CLIENT

CHARTER6. RECOMMENDATIONS TO OVERCOME

CHALLENGES FACED BY THE DEPARTMENT7. CONCLUSION

1. INTRODUCTION AND BACKGROUND OF NATIONAL REGISTRATION DEPARTMENT

The first identity cards for the Federation of Malaya were issued 3 years after our country reached its Independence Day in 1957, on 2 August 1960.

Matters related to birth, death, adoption, citizenship, and marriages were first originated under the state of governments until federal law was drafted to provide registration service to the public.

• To be the ground breaker in recording management of the population for welfare and security. Vision

• Guarantee certified personal identification records by providing the best services to the public for national security as well as be the leading reference agency on national population record.

Mission

• To gather, incorporate, and register vital personal information of the public.

• Issuing registration certificates • Preserve permanent registers.• Legislate registration acts, ordinances, and

regulations as enacted by the Parliament.

Objectives

ORGANISATIONAL CHART OF NATIONAL REGISTRATION

DEPARTMENT

Director General (Jusa B)

Dato’ Sri Sulaiman Bin Haji Keling

Deputy Director of Operation (Jusa C)

Mohd Yazid Bin Ramli

Deputy Chairman of the Management Board (Jusa C)

Dato Seri Elena Chiang Abdullah

Deputy Director of Special ICT C

Director of Investigation & Enforcement PTD M54

Mohamad Yusri Bin Hashim

Director of Policy Coordination & Monitoring

PTD M52

Datin Ida Murni Binti Muhammad

Public Relation Officer S 44

Fara Maya Binti Ahmad Jelani

Legal Officer L 41

Irwan Shah Bin Abdul Samat

Director of Marriage and Divorce PTD M52

Lim Hooi Ling

Director of Human Resources & Management

Services PTD M52

Billy Anak Valentine Jihir

Director of Citizenship PTD M52 (Acting)

Mohamad Shukri Bin Nawi

Director of Identity Card PID M54

Zahrollail Bin Zainal

Integrity Unit Director PTD M52

Abdul Rashid Bin Hamzah

Director of Finance & Development PTD M52

Badrul Hisham Bin Alias

Director of Births, Deaths & Adoption PTD M54

Mohd Azmin’ Bin Hassan

Director of Smart card Government

Diversification F54

Nor’ Aini Binti Ab. Ghani

Deputy Director of

Information & Communication

Technology Management F52

Muhaini Binti Yahya Director of Records Management PTD M52

Abdullah Suki Bin Jaafar

Director of Training PTD M52

Olivia Binti Ogor

Figure 1.1 Organizational Chart of National Registration Department

2. BACKGROUND OF MYKAD

September 2001, the official multipurpose smart identification card for all Malaysians was introduced by the Malaysian government.

Named as “MyKad”, this smart card integrates in a card equipped with multiple applications and sets of personal information about the holder of the card

Functions of

“MyKad”

Identity card for all Malaysians

Driving license

Passport

Public key infrastructu

reTransit card (Touch ‘n

Go)

Health document

e-Cash

ATM Card

Frequent Traveller

Card (FTC)

3. CLIENT CHARTER

A written commitment made by government department or agency in the deliverance of its outputs or services to their customers

Objective: Assist the government departments or institution

Characteristics of Client Charter:-

ClarityFacilitates dissemination

CredibilityPracticality

SpecificContinous improvement

IMPLEMENTATION OF NATIONAL REGISTRATION DEPARTMENT’S CLIENT CHARTER

4. ANALYSIS OF THE IMPLEMENTATION OF THE CLIENT CHARTER

Achievement The achievement of National

Registration Department (NRD) in Putrajaya can be seen throughout the three years of latest implementation of the Client’s Charter Division of Identity Card Division

2014

Analysis of Achievement

Duration Number of card printed

> 24 hours One

< 24 hours 100%

2015

Analysis of Achievement

Duration Number of card printed

> 24 hours -

< 24 hours All applications had been successfully printed within 24 hours

2016

Analysis of Achievement

Duration Number of card printed

> 24 hours -

< 24 hours All applications had been successfully printed within 24 hours

Outcome

Enables the customer to determine specifically

the expected quality from the National Registration Department Acts as the

benchmark for the

organization to measure

their performance

of the services

provided in order to

satisfy the customers

Customers will be aware of the quality standards of

National Registration Department

(NRD).

EVALUATION

The service of National Registration Department in finishing the printed identity card has improved over time

During the survey on service of the identity card division in Putrajaya, there are estimated 100 people who are waiting to be served

Even though the waiting time is more than an hour but the identity cards will be ready in average of 10 to 15 minutes

This clearly shows that the officers are really keep their promise as well written in the client’s charter of identity card division.

5. CHALLENGES IN IMPLEMENTING CLIENT CHARTER

The power failure at the National Registration Department

Inadequate number of experienced and skilled staff

Inadequate number of counter open for customers

6. RECOMMENDATIONS TO OVERCOME CHALLENGES FACED

BY THE DEPARTMENT

- Key Performance Index (KPI)

- Send workers to training skill

7. CONCLUSION

Department plays important roles to Malaysian citizens in producing identification card, also known as “MyKad”

This is why they made promises through their client charter, aimed to give the best services and satisfaction to customers. Consequently, the client charter made have been successfully achieved.

Q&A ??