Star Rating Brosure
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Contact Us: Star Rating Secretariat Malaysian Administrative Modernisation and Management Planning Unit Level 6, Block B2 Prime Minister’s Department Federal Government Administrative Centre 62502 Putrajaya, Malaysia Te lephone: 603 8872 3000 Fax: 603 888 83721 Email: star_rating@mampu. gov.my THE AGENCIES PERFORMANCE Agencies are assessed and rated based on their performance scores as below: The Star Rating Process GUIDELINES FOR PUBLIC SECTOR AGENCIES STAR RATING Continuous Improvement of Criteria & Sub Criteria, Evaluation Format and Use of Likert Scale Evaluation Frequency Every 2 years Grading Criteria 3 Components On Site evaluation Analysis and grading Reporting to the Coordination Committee at MAMPU Announcement of Rating Submission of reports to agencies Reporting to the Service Delivery Monitoring Panel Reporting to the Secretaries-General of Ministries & Heads of Services Meeting Rating Score EXCELLENT (90.0%-100.0%) GOOD (80.0%-89.9%) SATISFACTORY (70.0%-79.9%) LESS SA TISF ACT ORY (60. 0%-6 9.0 %) NOT SATIS FACTORY (50 .0%-59 .9%) No Star WEAK (49.9% and below)
Transcript of Star Rating Brosure
8/3/2019 Star Rating Brosure
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Contact Us:
Star Rating Secretariat
Malaysian Administrative Modernisation and
Management Planning UnitLevel 6, Block B2
Prime Minister’s DepartmentFederal Government Administrative Centre
62502 Putrajaya, Malaysia
Telephone: 603 8872 3000
Fax: 603 88883721Email: [email protected]
THE AGENCIES PERFORMANCE
Agencies are assessed and rated based on their
performance scores as below:
The Star Rating Process
GUIDELINES FOR
PUBLIC SECTOR AGENCIES
STAR RATING
ContinuousImprovement of
Criteria & Sub Criteria,
Evaluation Format andUse of Likert Scale
Evaluation Frequency
Every 2 years
Grading Criteria
3 Components
On Site evaluation
Analysis and grading
Reporting to theCoordination
Committee at MAMPU
Announcement of
Rating
Submission of reportsto agencies
Reporting to the
Service DeliveryMonitoring Panel
Reporting to the
Secretaries-General of Ministries & Heads of Services Meeting
Rating Score
EXCELLENT (90.0%-100.0%)
GOOD (80.0%-89.9%)
SATISFACTORY (70.0%-79.9%)
LESS SATISFACTORY (60.0%-69.0%)
NOT SATISFACTORY (50.0%-59.9%)
No Star WEAK (49.9% and below)
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STAR RATING GUIDELINES FOR PUBLIC SECTOR
AGENCIES
PURPOSE
This brochure is intended to provide information on the
Star Rating programme for public sector agencies.
INTRODUCTION
Star Rating is a mechanism used for assessing public
sector agencies performance. It aims to create a high
performance culture among public sector agencies.
BACKGROUND
The main objectives of Star Rating are:
To evaluate and assess the performance of •
public sector agencies towards excellent service
delivery;
To provide recognition to agencies that have•
demonstrated high standards of governance
and continuously improve the quality of service;
and
To provide an avenue for promoting policies,•
strategies, best practices and innovative initiatives
that formed the basis for the success of
organisations.
EVALUATION CRITERIAThe criteria for Star Rating are clustered into three components.
They are Management Component, Core Business Component
and Customer Service Management Component.
The overall scope of Star Rating is as follow:STAR RATING MODEL
COMPONENT C:
CUSTOMER SERVICE
MANAGEMENT
COMPONENT A:
MANAGEMENTCOMPONENT B:
CORE BUSINESS
STAR
RATING
➡ ➡
➡
No. Criteria/Sub Criteria
A Management
A1 Organisation Management
A1.1 Strategic Management
A1.2 Business Process Reengineering
A1.3 Efforts towards Inculcating Innovative/Quality
Culture
A1.4 Initiatives to Create Harmonious Relationship
and Esprit De Corps between Management and
Members of the Organisation
A1.5 Learning OrganisationA1.6 Risk Management
A1.7 Monitoring of Management Decisions
A2 Financial Management
A2.1 Payment of Bills and Claims
A2.2 Finance and Accounts Management
A2.3 Asset Management
A2.4 Action on Audit Queries
A2.5 Surprise Checks
A2.6 Procurement
A2.7 Budget Management
A2.8 Initiatives to Reduce Wastage
A3 Human Resource Management
A3.1 Human Resource Management Policies/Strategies
A3.2 Human Resource Management Panel
A3.3 Succession PlanA3.4 Recognition/Awards
A3.5 Values and Ethics Management
A3.6 Counselling and Motivation Programmes
A3.7 Human Resource Information
A3.8 Monitoring of Poor Performers
A4 Deve lopment Project Management
A4.1 Managing, Monitoring and Evaluating Development
Projects
A4.2 Development Project Management Committee
Functions
A4.3 Project Monitoring System II (SPP II) Application
A5 ICT Management
A5.1 ICT Strategic Plan/Policy
A5.2 ICT Governance Structure
A5.3 Website/Portal Management
A5.4 Inculcating ICT Culture
B Core Business
B1 Formulation of Policy/Programme
B2 Implementation of Policy/Programme
B3 Monitoring of Policy/Programme
B4 Effectiveness of Policy/Programme
C Customer Service Management
C1 Customer Management Planning
C2 Client’s Charter
C3 Efforts in Delighting the Customers
C4 Complaints Management
C5 Customer Satisfaction Survey
C6 Promotional Efforts
