Monday, 01 December 2025 |

 

No.

Pledge

Within Timeframe/Standard

Customer Charter

Not Within Timeframe/Customer Charter Standard

Total Services

Total Meeting Standard*

% Meeting Standard**

Total Not Meeting Standard***

% Not Meeting Standard****

1

Issuing service decision results within three (3) working days for the following processes:

  • confirmation of appointment
  • confirmation in service, and
  • granting of pensionable status

21

19

1

100%

-

-

21

19

1
2

Ensuring that critical applications (referring to the Melaka State ICT Security Policy and Standards) under the supervision of JKMM operate with a 90% assurance level. The critical applications are:

1. WAN and LAN Network

47

100%

-

-

47
2. Official State Government Portal 1 100%

-

-

 1
3. Official State Government Email 1 100%

-

-

 1
4. Melaka State Integrated Payment Gateway (MelakaPay) 1 100%

-

-

 1
5. Melaka State Awards and Honours System 1 100%

-

-

 1
6. Web/Application Hosting Services 1 100%

-

-

 1
3

Managing and handling public complaints against government departments/agencies as follows:

a. Achieving 80% resolution rate for minor/moderate public complaints in Melaka State within a month.

b. Achieving 80% resolution rate for minor/moderate complaints under JKMM within a month.

1253

11

100%

100%

-

-

-

-

1253

11
4

Ensuring 100% of JKMM staff attend at least one (1) day of functional training.

7 days

100%

-

-

7 days
5 Ensuring the State Government’s decision regarding raw water abstraction licence applications is informed to the applicant within seven (7) working days from the date the approval file is received by BKSA.

100%

100%

-

-

100%
6 Submitting approval decisions for the use of department vehicles within the Seri Negeri Complex within three (3) working days.

62

100%

-

-

62
7 Submitting approval decisions for the use of meeting rooms within the Seri Negeri Complex within two (2) working days.

118

100%

-

-

118
8 Processing payment claims within three (3) working days after complete documents are received.

1122

100%

-

-

1122
9 All bookings for the Seri Negeri Auditorium will receive feedback within three (3) working days.

1

100%

-

-

1
10 Disseminating policies and directives to local authorities (PBT) within seven (7) working days from the date the directive/policy is received.

Within seven (7) working days

100%

-

-

Within seven (7) working days
11 Ensuring the approval of expenditure register for the Development and Community Services Allocation (P23) of the Chief Minister of Melaka is completed within three (3) working days.

21/21

100%

-

-

2025
12 Ensuring offer/notification letters for property rental, concession appointments, private projects and other related matters are issued within fourteen (14) working days from the date of approval by the CMI Meeting/related Committee Meeting or upon receipt of complete documents.

3

100%

-

-

3
13 Ensuring MMKN decisions are sent to the respective Departments/Agencies within seven (7) working days after the decision is confirmed.

103

100%

-

-

103
14 Coordinating the notification of appointment/extension/termination of Melaka State Liaison Officers to the related departments/agencies within fourteen (14) days from the date of decision received.

30 Working Days

100%

-

-

30 Working Days
15 Holding meetings with State Sports Associations at least twelve (12) times a year.

1

100%

-

-

1
16

Resolving disciplinary cases for JKMM officers within six (6) months from the date the report is received.

4

100%

-

-

4
17 Issuing approval for utility plan proposals within seven (7) working days from the date the application is received.

12

100%

-

-

12
18 Audit Observation Letters are submitted to the auditee within two (2) months or sixty (60) days after the audit/investigation is completed.

7 Working Days

100%

-

-

7 Working Days
19 Preparing the speech text for the State Secretary of Melaka one (1) day before the program date.

2

100%

-

-

2
Details
Hits: 54

 

No.

Pledge

Complying with Time Frame/Customer Charter Standards

Not Complying with Time Frame/Customer Charter Standards

Total Services

Total Meeting Standard*

% Meeting Standard**

Total Not Meeting Standard***

% Not Meeting Standard****

1

Issuing service decision results within three (3) working days for the following processes:

  • confirmation of appointment
  • confirmation in service, and
  • granting of pensionable status

0

0

0

-

-

-

0

0

0
2

Ensuring critical applications (referring to the ICT Security Policy and Standards of the Melaka State Government) under JKMM’s supervision operate at a 90% assurance level. These critical applications are:

1. WAN and LAN Network

47

100%

-

-

47
2. Official State Government Portal 1 100%

-

-

 1
3. Official State Government Email 1 100%

-

-

 1
4. Melaka State Government Integrated Payment Gateway (MelakaPay) 1 100%

-

-

 1
5. Melaka State Honours Award System 1 100%

-

-

 1
6. Web/Application Hosting Services 1 100%

-

-

 1
3

Managing and handling public complaints against government departments/agencies as follows:

a. Achieve 80% resolution rate for minor/moderate public complaints in Melaka within a month.

b. Achieve 80% resolution rate for minor/moderate JKMM complaints within a month.

66

10

97.06%

100%

-

-

-

-

66

10
4

Ensuring 100% of JKMM staff attend at least one (1) day of functional course.

37

100%

-

-

37
5 Ensuring that the decision of the State Government regarding the raw water abstraction license application is notified to the applicant within seven (7) working days from the date of receiving the approval file at BKSA.

7 days

100%

-

-

7 days
6 Submitting the decision for the use of departmental vehicles in Kompleks Seri Negeri within three (3) working days.

87

100%

-

-

87
7 Submitting the decision for the use of meeting rooms in Kompleks Seri Negeri within two (2) working days.

126

100%

-

-

126
8 Processing payment claims within three (3) working days after complete documents are received.

 1181

100%

-

-

1181
9 All bookings of the Seri Negeri Auditorium will be responded to within three (3) working days.

3

100%

-

-

3
10 Channeling policies and directives to local authorities within seven (7) working days from the date the policy/directive is received.

Within seven (7) working days

100%

-

-

Within seven (7) working days
11 Ensuring that the registration of bills under the Development and Community Service Allocation (P23) for the Right Honourable Chief Minister of Melaka is approved within three (3) working days.

14/17

92.82%

-

-

2024
12 Ensuring that offer letters/notifications of approval for property rental applications/concession appointments/private projects and other related matters are issued within fourteen (14) working days from the date of approval by the CMI Meeting/related Committee Meeting or upon receipt of complete documents.

15

100%

-

-

15
13 Ensuring that MMKN decisions are sent to the departments/agencies no later than seven (7) working days after the decision is confirmed.

93

100%

-

-

93
14 Coordinating the notification of appointment/extension/termination of the Melaka State Liaison Officer contract to related departments/agencies within fourteen (14) days from the date of receiving the decision.

30 Working Days

100%

-

-

30 Working Days
15 Holding meetings with State Sports Associations at least twelve (12) times a year.

1

100%

-

-

1
16

Settlement of disciplinary cases for JKMM officers within six (6) months from the date of report received.

5

100%

-

-

5
17 Issuing approval for utility plan proposals within seven (7) working days from the date the application is received.

19

100%

-

-

19
18 Audit Observation Letters are submitted to the auditee within two (2) months or sixty (60) days after the audit/investigation is completed.

7 Working Days

100%

-

-

7 Working Days
19 Preparing the speech text for the State Secretary of Melaka one (1) day before the program date.

1

100%

-

-

1
Details
Hits: 57

 

No.

Pledge

Meeting the Timeframe/Standard

Client’s Charter

Not Meeting the Timeframe/Standard of Client’s Charter

Total Services

Total Meeting the Standard*

% Meeting the Standard**

Total Not Meeting the Standard***

% Not Meeting the Standard****

1

Issuing decisions on service matters within three (3) working days for the following processes:

  • confirmation of appointment
  • confirmation in service, and
  • granting of pensionable status

0

0

0

-

-

-

0

0

0
2

Ensuring that critical applications (as referred to in the ICT Security Policy and Standards of the State of Melaka) under the supervision of JKMM operate with a reliability level of 90%. These critical applications are:

1. WAN and LAN Network

47

100%

-

-

47
2. Official State Government Portal 1 100%

-

-

 1
3. Official State Government Email 1 100%

-

-

 1
4. Melaka State Integrated Payment Gateway (MelakaPay) 1 100%

-

-

 1
5. Melaka State Honours Award System 1 100%

-

-

 1
6. Web/Application Hosting Services 1 100%

-

-

 1
3

Manage and handle public complaints against government departments/agencies as follows:

a. Achieve 80% resolution rate for simple/moderate public complaints in the State of Melaka within a month.

b. Achieve 80% resolution rate for simple/moderate JKMM complaints within a month.

66

10

97.06%

100%

-

-

-

-

66

10
4

Ensure 100% of JKMM staff attend at least one (1) day of functional training.

37

100%

-

-

37
5 Ensure that decisions of the State Government regarding applications for raw water abstraction licenses are informed to the applicant within seven (7) working days from the date the approval file is received at BKSA.

7 days

100%

-

-

7 days
6 Submit decisions on applications for the use of departmental vehicles within the Seri Negeri Complex within three (3) working days.

88

100%

-

-

88
7 Submit decisions on applications to use meeting rooms within the Seri Negeri Complex within two (2) working days.

149

100%

-

-

149
8 Process payment claims within three (3) working days after receiving complete documents.

 1069

100%

-

-

1069
9 All bookings of the Seri Negeri Auditorium will receive feedback within three (3) working days.

4

100%

-

-

4
10 Disseminate policies and directives to Local Authorities (PBT) within seven (7) working days from the date the policy/directive is received.

Within seven (7) working days

100%

-

-

Within seven (7) working days
11 Ensure that bills for Development and Community Service Allocation (P23) of the Chief Minister of Melaka are approved within three (3) working days.

15/17

88.24%

-

-

2024
12 Ensure that offer letters/notifications of approval for property rental applications/concession appointments/private projects and other related matters are issued within fourteen (14) working days from the date of approval by the CMI Meeting/related Committee Meeting or upon receipt of complete documents.

15

100%

-

-

15
13 Ensure that MMKN decisions are sent to the relevant Departments/Agencies within seven (7) working days after the decisions are confirmed.

86

100%

-

-

86
14 Coordinate notifications of appointments/extensions/termination of contracts for Melaka State Liaison Officers to the related departments/agencies within fourteen (14) days from the date the decision is received.

30 Working Days

100%

-

-

30 Working Days
15 Hold meetings with State Sports Associations at least twelve (12) times a year.

1

100%

-

-

1
16

Resolve disciplinary cases for JKMM officers within six (6) months from the date the report is received.

5

100%

-

-

5
17 Issue approval for utility plan proposals within seven (7) working days from the date the application is received.

19

100%

-

-

19
18 Audit Observation Letters are submitted to the auditee within two (2) months or sixty (60) days after the audit/investigation is completed.

7 Working Days

100%

-

-

7 Working Days
19 Prepare the speech text for the State Secretary of Melaka one (1) day before the date of the program.

5

60%

-

-

5
Details
Hits: 55

 

No.

Pledge

Meeting the Time Frame/Standard

Client Charter

Not Meeting the Time Frame/Standard of Client Charter

Total Services

Total Meeting the Standard*

% Meeting the Standard**

Total Not Meeting the Standard***

% Not Meeting the Standard****

1

Issuing decisions on service matters within three (3) working days for the following processes:

  • confirmation of appointment
  • confirmation in service, and
  • granting of pensionable status

0

0

0

-

-

-

0

0

0
2

Ensure that critical applications (referring to the ICT Security Policy and Standards of the State of Melaka) under the supervision of JKMM operate at a 90% assurance level. The critical applications are as follows:

1. WAN and LAN Network

47

100%

-

-

47
2. Official Portal of the State Government 1 100%

-

-

 1
3. Official Email of the State Government 1 100%

-

-

 1
4. Melaka State Government Integrated Payment Gateway (MelakaPay) 1 100%

-

-

 1
5. Melaka State Honours and Awards System 1 100%

-

-

 1
6. Web/Application Hosting Services 1 100%

-

-

 1
3

Manage and handle public complaints against departments/agencies as follows:

a. Achieve 80% resolution rate for simple/moderate public complaints within a month.

b. Achieve 80% resolution rate for simple/moderate complaints for JKMM within a month.

66

13

97.06%

100%

-

-

-

-

66

13
4

Ensure 100% of JKMM staff attend at least one (1) day of functional course.

37

100%

-

-

37
5 Ensure that the State Government’s decision on raw water abstraction license applications is informed to the applicant within seven (7) working days from the date the approval file is received at BKSA.

7 days

100%

-

-

7 days
6 Submit the decision for departmental vehicle usage applications within the Seri Negeri Complex within three (3) working days.

68

100%

-

-

68
7 Submit the decision for meeting room booking applications within the Seri Negeri Complex within two (2) working days.

128

100%

-

-

128
8 Process payment claims within three (3) working days after complete documents are received.

1075

100%

-

-

1075
9 All bookings for the Seri Negeri Auditorium will receive feedback within three (3) working days.

2

100%

-

-

2
10 Disseminate policies and directives to local authorities within seven (7) working days from the date the policy/directive is received.

Within seven (7) working days

100%

-

-

Within seven (7) working days
11 Ensure that the registration of bills for the Development and Community Service Allocation (P23) of the Chief Minister of Melaka is approved within three (3) working days.

15/17

88.24%

-

-

2024
12 Ensure that offer letters/notification of decisions for property rental applications/concession appointments/private projects and other related matters are issued within fourteen (14) working days from the date of approval by the CMI Meeting/related Committee Meeting or upon receipt of complete documents.

15

100%

-

-

15
13 Ensure that the MMKN decisions are sent to Departments/Agencies no later than seven (7) working days after confirmation of the decision.

91

100%

-

-

91
14 Coordinate the notification of appointment/extension/termination decisions for the Melaka State Liaison Officers to the relevant departments/agencies within fourteen (14) days from the date of decision received.

30 Working Days

100%

-

-

30 Working Days
15 Hold meetings with State Sports Associations at least twelve (12) times a year.

1

100%

-

-

1
16

Resolve disciplinary cases involving JKMM officers within six (6) months from the date the report is received.

4

100%

-

-

4
17 Issue approval for utility plan proposals within seven (7) working days from the date of application received.

19

100%

-

-

19
18 Audit Observation Letters are submitted to the auditee within two (2) months or sixty (60) days after the audit/investigation is completed.

7 Working Days

100%

-

-

7 Working Days
19 Prepare the speech text for the State Secretary of Melaka one (1) day before the program date.

2

60%

-

-

2
Details
Hits: 47

 

No.

Pledge

Meeting the Timeframe/Standard

Client’s Charter

Not Meeting the Timeframe/Client’s Charter Standard

Total Services

Total Meeting Standard*

% Meeting Standard**

Total Not Meeting Standard***

% Not Meeting Standard****

1

Issuing service transaction decisions within three (3) working days for the following processes:

  • confirmation of appointment
  • confirmation in service, and
  • granting of pensionable status

60

0

0

100%

-

-

60

0

0
2

Ensuring critical applications (as referred to in the ICT Security Policy and Standards of the State of Melaka) under JKMM’s supervision operate at a 90% assurance level. The critical applications are:

1. WAN and LAN Networks

47

100%

-

-

47
2. Official State Government Portal 1 100%

-

-

 1
3. Official State Government Email 1 100%

-

-

 1
4. Melaka State Integrated Payment Gateway (MelakaPay) 1 100%

-

-

 1
5. Melaka State Honours and Awards System 1 100%

-

-

 1
6. Web/Application Hosting Services 1 100%

-

-

 1
3

Managing and handling public complaints against departments/agencies as follows:

a. Achieve an 80% resolution rate for simple/moderate public complaints within a month for the State of Melaka.

b. Achieve an 80% resolution rate for simple/moderate complaints under JKMM within a month.

66

13

97.06%

100%

-

-

-

-

66

13
4

Ensure that 100% of JKMM staff attend at least one (1) day of functional training.

24

100%

-

-

24
5 Ensure that decisions by the State Government regarding raw water abstraction licence applications are notified to applicants within seven (7) working days from the date the approval file is received at BKSA.

7 days

100%

-

-

7 days
6 Submit decisions for vehicle usage applications within the Seri Negeri Complex within three (3) working days.

82

100%

-

-

82
7 Submit decisions for meeting room usage applications within the Seri Negeri Complex within two (2) working days.

115

100%

-

-

115
8 Process payment claims within three (3) working days after complete documents are received.

785

100%

-

-

785
9 All Seri Negeri Auditorium booking requests will receive feedback within three (3) working days.

1

100%

-

-

1
10 Channel policies and directives to local authorities (PBT) within seven (7) working days from the date the policy/directive is received.

Within seven (7) working days

100%

-

-

Within seven (7) working days
11 Ensure that the Development and Community Services Provision Bill Register (P23) of the Chief Minister of Melaka is approved within three (3) working days.

19/24

100%

-

-

19/24
12 Ensure that offer/notification letters for property rental applications, concession appointments, private projects, and related matters are issued within fourteen (14) working days from the date of approval by the CMI Meeting/related Committee Meeting or upon receipt of complete documents.

15

100%

-

-

15
13 Ensure that MMKN decisions are sent to Departments/Agencies within seven (7) working days after confirmation of the decision.

89

100%

-

-

89
14 Coordinate the notification of appointment/extension/termination decisions of Melaka State Liaison Officers to relevant departments/agencies within fourteen (14) days from the date the decision is received.

30 Working Days

100%

-

-

30 Working Days
15 Hold meetings with State Sports Associations at least twelve (12) times a year.

1

100%

-

-

1
16

Resolve disciplinary cases involving JKMM officers within six (6) months from the date of report received.

-

-

-

-

-
17 Issue utility plan approval within seven (7) working days from the date the application is received.

19

100%

-

-

19
18 Audit Observation Letters are submitted to the auditee within two (2) months or sixty (60) days after the audit/investigation is completed.

7 Working Days

100%

-

-

7 Working Days
19 Prepare the speech text for the State Secretary of Melaka one (1) day before the program date.

3

100%

-

-

3
Details
Hits: 50
  1. March 2025
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