malaysia government portals and websites assessment (mgpwa) 2014 version 1.4

MALAYSIA GOVERNMENT PORTALS

& WEBSITES ASSESSMENT 2014

Self-AssessmentManual

A Referencefor the GovernmentAgencies

A COMPLETE GUIDE TO

Version 1.4

© Multimedia Development Corporation 2014

Unauthorised reproduction, lending, hiring, transmission or distribution of any data is prohibited. The manual and associated materials and any elements thereof must

be treated like any other copyrighted material.

Request should be made to:Special Projects, Stakeholder Engagement

Multimedia Development Corporation2360 Persiaran APEC

63000 CyberjayaSelangor Darul Ehsan

E-mail: [email protected]: +603 8315 3211 Fax: +603 8318 9216

Summary of the 7 Pillars of Malaysia Government Portals and Websites Assessment

Details of the Criteria of the 7 Pillars of Malaysia Government Portals and Websites Assessment

Instructions for Self-Assessment of Malaysia Government Portals and Websites Assessment

PILLAR 1: SITE PERFORMANCELoading Time

PILLAR 2: FUNCTIONALITYAid, Tools & Help ResourcesFrequently Asked Questions (FAQ)Feedback FormFeedback Auto-NotificationNumber of Online ServicesBroadcastElectronic ArchiveMobile Web/ VersionW3C Disability AccessibilityNotification of TransactionNew Media

PILLAR 3: CONTENTAbout UsAudio/VideoContact DetailsMulti LanguagePublicationsUpdating Activities

A

B

C

4

5

6

78

1314 19232732 37 41 45 49 53 57

TABLE OF CONTENT

62 6367 71 75 80 84

i. ii.iii.iv. v. vi.

i. ii.iii.iv. v. vi.vii.viii.ix.x.xi.

i.

PILLAR 4: NAVIGATIONHomepage LengthNo Broken LinkPersonalisationSitemapLink to myGov

PILLAR 5: SEARCHSearchSearchable Database

PILLAR 6: ONLINE TRANSPARENCYClient’s CharterAchievement of Client’s CharterStatistic of Online ServicesFeedback ResponseOnline Services Security

PILLAR 7: LOOK AND FEELLook and Feel

Frequently Asked Questions

Self-Assessment Checklist

D

E

899398102106

110111116

TABLE OF CONTENT

88

121122126130134138

143

148

155

142

i. ii.iii.iv. v.

i. ii.iii.iv. v.

i. ii.

i.

The speed, consistency, and reliability of loading

pages on the website

SITE PERFORMANCE

1 The usefulness,convenience and

variety of online features and tools available on the

website

FUNCTIONALITY

2A. Summary of the 7 Pillars of Assessment

The accuracy, quality, and freshness of news, information, and content on the

website

CONTENT

3 The organization of the site and options for

navigation and how well the layout helps you find what you are looking for

NAVIGATION

4The relevance, organisation, and quality of search results

available on the site(Although this element is not applicable universally, it is

often extremely impactful forsites where it is relevant)

SEARCH

5 How thoroughly, quickly,and accessibly the websitediscloses information about

what the agency is doing

ONLINE TRANSPARENCY

6The visual

appeal of the site and its consistency throughout the site

LOOK AND FEEL

7Self-Assessment ManualMalaysia Government Portals and Websites Assessment 4

P3: CONTENT

B. Criteria of the 7 Pillars

i. Loading Time

Self-Assessment ManualMalaysia Government Portals and Websites Assessment 5

About UsAudio/VideoContact DetailsMulti LanguagePublicationsUpdating Activities


P1: SITE PERFORMANCE P2: FUNCTIONALITY

Aid, Tools & Help ResourcesFrequently Asked Questions (FAQ)Feedback FormFeedback Auto-NotificationNumber of Online ServicesBroadcastElectronic ArchiveMobile Web/ VersionW3C Disability AccessibilityNotification of TransactionNew Media

i. ii.

iii.iv. v. vi. vii. ix. x. xi.xii.

P4: NAVIGATION

Homepage LengthNo Broken LinkPersonalisationSitemapLink to myGov

i. ii.iii.iv. v.

P5: SEARCH

Search Within WebsiteSearchable Database

i. ii.

P6: ONLINE TRANSPARENCY

Client’s CharterAchievement of Client’s CharterStatistic of Online ServicesFeedback ResponseOnline Services Security

i. ii.

iii.iv. v.

i. Look and Feel

P7: LOOK AND FEEL

C. Instructions for Self-Assessment


DESCRIPTION:

The speed, consistency, and reliability of loading pages on the website

CRITERIA

i. Loading Time

P1: SITE PERFORMANCE


• Ideal loading time is 10 seconds and below

Conditions:

• Site Performance assessment must be undertaken during peak hours

Peak Hours:

- 10.00am to 1.00pm, and - 2.00pm to 4.00pm

• Assessment to be undertaken by using an online tool “Search-Metrics Rapid”

http://rapid.searchmetrics.com/en/seo-tools.site-analysis. website-speed-test,46.html

KEYWORD: LOADING TIME, LOAD TIME, SPEED

i. Loading Time


%20%20%20%20%20http://rapid.searchmetrics.com/en/seo-tools.site-analysis.%0Dwebsite-speed-test%2C46.html%20


FLOW CHART

Type the Online Tool URL Address into your Internet Browser:http://rapid.searchmetrics.com/en/seo-tools.site-analysis.

website-speed-test,46.html

Look for Website Speed Check header

Type Your Organisation URL Addressand the Captcha-Result

Click Submit

Identify the result of Loading Time

Snap a screen shot of the page that displays the Loading Time result

FLOW CHART

10 seconds and below

Above 10 seconds




1

FLOW CHARTSTEPS

Type the Online Tool URL Address in your Internet Browserhttp://rapid.searchmetrics.com/en/seo-tools.site-analysis.website-speed-test,46.html

2Look for Website Speed Check header

You may also search the Online Tool “Search Metrics Rapid” using search engine such as Google or Yahoo

It is usually placed on the main page of the website




3Enter Your Organisation URL Address and the Captcha-Result

4Click the Submit button


5Identify the result of Loading Time

6Snap a screen shot of the page that displays the Loading Time result

It may take several seconds before the result is displayed

Press Alt+Print Screen by holding down the Alt key and then pressing the Print Screen key. The Print Screen key is at the upper-right corner of your key-board. The key name may vary depending on the the type of keyboard. Some of the common ones are Print Screen, Prt Scr, Prt Sc


DESCRIPTION:

The usefulness, convenience, and variety of online fea-tures and tools available on the website.

CRITERIA

P2: FUNCTIONALITY

i. ii.iii.iv. v. vi. vii. ix. x.xi.xii.

Aid, Tools & Help ResourcesFrequently Asked QuestionsFeedback FormFeedback Auto-NotificationNumber of Online ServicesBroadcastElectronic ArchiveMobile Web/ VersionW3C Disability AccessibilityNotification of TransactionNew Media


• Refers to information beyond User Manual of online services, such as the tips provided by eFiling by LHDN

• Examples:a) Tipsb) Guidelinesc) Manuald) Flowcharte) Video Tutorial

Conditions: a) All of the online services provided in the website must have either one of the five examples

b) FAQ is not considered as Aid, Tools & Help Resources

KEYWORD: TOOLS, TIPS, GUIDELINES, MANUAL, HELP, AID

i. Aid, Tools & Help Resources


FLOW CHART

Go to main page of your website

Enter / Log-In into all of the Online Services

FLOW CHART

Identify Online Services

Snap a screen shot of the page that display the information Screen shot is not required

Identify whether the conditions are fulfilled

Identify availability of any

of 5 examples

Yes No

No

Yes

Available

Not Available

Note: Steps to be repeated for all Online Services available on the website


1

FLOW CHARTSTEPS

Go to the main page of the website

2Identify Online Services provided by the website

You can go to the main page by clicking “Home” / “Main Page” text or icons

You may have to log-in to enter some of the Online Services


3Enter into all of the Online Services

4Look for the availability of any of the 5 examples


Browse the page to look for any form of assistance to ease your online services

Remember to look for ALL of your online services


6Snap screen shots for all of the Online Services page that display the Aid, Tools & Help Resources

Remember to snap screen shots for ALL of your online services


5 Identify whether the conditions are fulfilled:

a) All of the online services provided in the website must have

either one of the five examples

b) FAQ is not considered as Aid, Tools & Help Resources

18Self-Assessment ManualMalaysia Government Portals and Websites Assessment

• A list of questions that are frequently asked by the website users

Condition: a) Must be created to answer specific questions related to the agency

• Advisable to provide contact details of the relevant officer of the agencies in order to allow users to enquire or send questions that are not provided in the FAQ section

KEYWORD: FREQUENTLY ASKED QUESTIONS, FAQ, QUESTIONS, HELP, ENQUIRIES

ii. Frequently Asked Questions (FAQ)


FLOW CHART

Go to the main page of your website

FLOW CHART

Identify the availability of FAQ

Snap a screen shot of the page that display the information

Screen shot is not required

Identify whether the condition is

fulfilledYes

Available Not Available

No


1

FLOW CHARTSTEPS


2Look for the availability of FAQ


The FAQ is usually placed at the Contact Us section or the top right of the page


4Snap a screen shot of the page that display the FAQ information

Press Alt+Print Screen by holding down the Alt key and then pressing the Print Screen key. The Print Screen key is at the upper-right corner of your keyboard. The key name may vary depending on the the type of keyboard. Some of the common ones are Print Screen, Prt Scr, Prt Sc

3 Identify whether the conditions are fulfilled:

a) Must be created to answer specific questions related to

the agency


• Feedback / Comment refers to the the opinion expressed by users with regards to the website functionality, usage experience or related agency’s issues

Conditions:

a) Complaints are not considered as Feedback

b) Signing up and logging in to the feedback form are discouraged

KEYWORD: FEEDBACK, QUESTION, COMMENT, REMARKS, ENQUIRY

iii. Feedback Form


FLOW CHART


FLOW CHART

Send a sample enquiry to

observe whether the form is

working


Working Not Working

Look for Feedback Form


fulfilledYes

No


1

FLOW CHARTSTEPS


2Look for the availability of Feedback Form


Browse the page to look for any form of assistance. The Feedback Form is usually available at the Contact Us section


5Snap a screen shot of the page that display the Feedback Form


4Identify whether the conditions are fulfilled:

a) Complaints are not considered as Feedback

b) Signing up and logging in to the feedback form are discouraged

3Send a sample enquiry to observe whether the form is functional


• Upon submission of Feedback, a notification must be prompted / displayed to inform user that the Feedback has been sent / received and the time frame for feedback response.

• Reference / Tracking number is encouraged to be included in the notification message

• Example: Pop-Up Message after clicking the “Submit” icon that inform the user that the message have been received by the system and to expect a reply by a time frame

Condition:

a) Time frame for expected response from the agency

KEYWORD: FEEDBACK, AUTO NOTIFICATION, QUESTION, RESPONSE

iv. Feedback Auto Notification


FLOW CHART


FLOW CHART

Identify whether time frame for

response is readily available in the feedback form



No


Yes

Error-Free


Send a sample enquiry using the

feedback form

No

Identify the availability of

time frame in the notification message received after the enquiry submission

Error

Yes


1

FLOW CHARTSTEPS


2Look for the availability of Feedback Form


3Identify whether the Feedback Auto Notification is displayed:

A) Auto Notification is displayed B) Auto Notification is not displayed



4Identify whether the Notification message includes the response time

5Snap a screen shot of the page that display response time within the Feedback Form

A) Auto Notification is displayed

The response time may be displayed anywhere on the Feedback Form



7Snap a screen shot of the page that display response time within the Feedback Form

B) Auto Notification is not displayed

4 Fill up the Feedback Form and Submit

5Identify whether the Auto-Notification message is prompted after the submission of Feedback Form

6 Identify whether the Notification message includes the response time


• Online Services is defined as services that can be fully transacted online

• These include any Government to Citizens (G2C), Government to Business (G2B) or Government to Government (G2G) services

• E-Payment is considered as an Online Service

• Maximum of 5 Online Services to be assessed

Conditions:

a) End-to-end services without off-line transaction requirement

b) Services must be provided within the website domain

c) Intranet, Complaint and Feedback forms are not considered

as Online Services

d) Should the Online Services are not published on the

website’s domain, the ownership of information of the

Online Services will be verified

KEYWORD: ONLINE SERVICES, E-SERVICES, ELECTRONIC SERVICES

v. Number of Online Services


FLOW CHART


FLOW CHART

Identify Online Services


Yes


No

Enter / Log-In into all of the Online Services

Identify whether each of the

conditions of Online Services are fulfilled

Count the number of Online Services

Yes

Note: Steps to be repeated for maximum of 5 Online Services available on the website


1

FLOW CHARTSTEPS


2Identify Online Services provided by the website



Online Services are identified based on the number of functions and service provided, rather than by systems

Government-to-Citizen (G2C): The online interaction between a government and the members of the public

Government-to-Business (G2B) : The online interaction between a government and business entities

Government-to-Business (G2G) : The online interaction between a Government and its organisations and other Governments

4Identify whether each of the five Online Services fulfil the relevant condi-tions for respective Online Services:

a) End-to-end services without off-line transaction requirement

b) Services must be provided within the website domain

c) Intranet, Complaint and Feedback forms are not considered as Online Servicesd) Should the Online Services are not published on the website’s domain, the ownership of information of the Online Services will be verified


3Enter or log-in into each of the Online Services

Count the number of Online Services available5


6Snap the screen shot of the completed transaction of maximum of 5 Online Services provided in the website


• Broadcast refer to the Announcements, News and Latest Changes in the agency

Condition:

a) The section should not be left blank. If there is no update / announcement, it must be displayed as “No latest announcement is available”

KEYWORD: BROADCAST, ANNOUNCEMENTS, NEWS, UPDATES, LATEST

vi. Broadcast


FLOW CHARTFLOW CHART



Identify the availability

of Broadcast information



Look for Broadcast Section / Tab / Header


fulfilledYes

No

1

FLOW CHARTSTEPS


2Look for the Broadcast section / header that include Announcements, News and Latest Changes in the agency


Browse the page to look for Broadcast information



3Identify whether Broadcast section fulfils the condition:

a) The section should not be left blank. If there is no update / announcement, it must be displayed as “No latest announcement is available”

4Snap a screen shot of the page that display the Broadcast information


• Archive of articles, news clipping and announcements

Conditions:

a) A minimum of 1 year archive information is made available

b) Archive is relevant to the agency and its portfolio

KEYWORD: ARCHIVE, ARTICLES, NEWS, CLIPPINGS, ANNOUNCMENTS

vii. Electronic Archive





Identify the availability of Archive

information



Look for Archive Section / Tab / Header

Identify whether the conditions are

fulfilledYes

No

1

FLOW CHARTSTEPS


2Look for the Archive section / header that includes Announcements, News Clipping and Articles in the agency


Browse the page to look for Electronic Archive information



3Identify whether the Archive information fulfils the conditions:

a) A minimum of 1 year archive information is made available

b) Archive is relevant to the agency and its portfolio

4Snap a screen shot that display the detail page of the Electronic Archive


• A version of the website that is adjusted to be viewed using mobile devices such as smart phone, tab or iPad

• The version must be simpler than the full desktop version or if it’s the same version, the view is tailored to the size of the mobile device i.e. using responsive design

• Announcement on the feature, QR code or Mobile icon must be displayed on the desktop version to inform users of the availability of the mobile web / version

• A QR code may be used to notify the availability of Mobile Version

Conditions:

a) At least one of the mobile web / version must be fulfilled

b) Must be displayed on a mobile device such as smart phone / iPad / tab

KEYWORD: MOBILE

viii. Mobile Web / Version


FLOW CHART

Go to main page of your website

FLOW CHART

Look for Mobile Web / Version via:Announcement / QR Code / Mobile Web

Snap a screen shot of the page that display the mobile version

on a mobile device


Identify the availability of Mobile Web /

Version

NoYes

Available

No


Observe the display on a

Mobile Device

Identify whether the

conditions are fulfilled

Yes

1

FLOW CHARTSTEPS


2Look for the Mobile Web / Version announcement


Browse the page to look for Mobile Web / Version information


3Identify whether the Archive information fulfils the conditions:

a) The Mobile version must be simpler than the full desktop version

b) Announcement on the features must be displayed in the desktop version

4View a mobile web / version using a mobile device


6Snap screen shots for all of the Online Services page that display the Mobile Web Version on a mobile device

The common instruction for most mobile devices is to hold the Power button and Home button down simultaneously for up to 2 seconds Galaxy Tab 2 lets you take a screen capture of the image on the screen by touching “Screen Capture” icon on the tab

Xperia users may hold the Power button and Volume-down button down simultaneously for a few seconds.

These methods varies for different models of mobile devices


• Websites are required to comply with Level A of Web Content Accessibility Guidelines (WCAG) 2.0

Condition:

a) Usage of Online Tool: WAVE - http://wave.webaim.org/

KEYWORD: DISABILITY, ACCESSIBILITY, W3C, OKU

ix. W3C Disability Accessibility

http://wave.webaim.org/%0D

FLOW CHART

Type the Online Tool URL Address in your Internet Browserhttp://wave.webaim.org/

Type Your Organisation URL Address

Click Submit

Identify the result of Level A compliance

Snap a screen shot of the page that displays the W3C Disability Accessibility result

FLOW CHART

Error-Free

Error Indicated



1

FLOW CHARTSTEPS

Type the Online Tool URL Address in your Internet Browserhttp://wave.webaim.org/

2Type Your Organisation URL Address

You may also search the Online Tool “WAVE” using search en-gine such as Google or Yahoo


3 Click Submit


4Identify the result of W3C Disability Accessibility


6Snap a screen shot of the page that displays the W3C Disability Accessibility result


Should WAVE is unable to assess the website and produce the assessment result, you are encouraged to download WAVE Toolbar for Firefox for assessment

• To provide notification after a transaction is completed

Conditions:

a) For each Online Services

b) All the Online Services must provide the notification of transaction

KEYWORD: TRANSACTION, NOTIFY

x. Notification of Transaction





Identify whether a notification is

received



Enter or log in into each of your Online Services


fulfilledYes

No

Complete each Online Transaction

Note: Steps to be repeated for all Online Services available on the website

1

FLOW CHARTSTEPS


2Enter or log in into each of your Online Services




3 Complete each Online Transaction and click submit


6Snap a screen shot that display the detail page of the Electronic Archive


4Observe whether the Notification of Transaction is received for each of the Online Services

Remember to look for ALL of your online services

5Identify whether Notification of Transaction is available for each of Online Services provided by the website

• All that is related to Internet and interplay between technology, images and sounds

• Example of new media are blogs, video sharing, image sharing, RSS Feed, webcast, webinar, widget, tag clouds, pinboard and podcast

• Maximum of 5 New Media channels to be assessed

Conditions:

a) Additional technology such as Web 2.0 is considered part of New Media

b) Social Media feeds must be updated regularly

c) The new media incorporated in the website such as QR Code, tag cloud, responsive design, mobile apps, e-book reader must be error-free

d) The Live Chat representative must be online during the set time frame

KEYWORD: NEW MEDIA, SOCIAL MEDIA, BLOG, VIDEO, YOUTUBE, RSS, PODCAST, WEBCAST, WEBINAR, WIDGET, TAG CLOUDS, PINBOARD, APP

xi. New Media





Look for information / icons

related to New Media




fulfilledYes

No

Note: Steps to be repeated for a maximum of 5 New Media channel available on the website

Open all the new media channels available on the website

1

FLOW CHARTSTEPS


2Look for information, technology or icon that represent New Media


Make sure you look at publication section too, in case an e-book reader is used


You may have to log-in to enter some of the New Media channels

If the website uses Responsive Design, test it!


3Open mximum of 5 New Media channels available on the websiteExample: Open the Facebook page that is listed on the website

4Identify whether the New Media available fulfil the conditions:

a) Additional technology such as Web 2.0 is considered part of New Media

b) Social Media feeds must be updated regularly

c) The new media incorporated in the website such as QR Code, tag cloud, responsive design, mobile apps, e-book reader must be error-free

d) The Live Chat representative must be online during the set time frame


5Snap screen shots for all the New Media channels published on the website

DESCRIPTION:

The accuracy, quality, and freshness of news, information, and content on the website.

CRITERIA

P3: CONTENT


About UsAudio/VideoContact DetailsMulti LanguagePublicationsUpdating Activities



• Provides information on the respective unit or department

• It may be provided in a dedicated section or incorporated in the introduction page

KEYWORD: ABOUT, WHO ARE WE, BACKGROUND, VISION, MISSION

i. About Us

FLOW CHART


Identify About Us section or information in the

Introduction Page

FLOW CHART




1

FLOW CHARTSTEPS


2Look for About Us section or Browse through the main introduction section



Information is usually placed in the section tabs or anywhere obvious in the main page


3Snap a screen shot of the page that display the About Us information



• An audio clip or a video clip refers to a segment of video or media files containing audio or video that has both an in-time and an out-time within a larger video element

• Streaming or downloadable audio clips are clips with only sound that were recorded for listening purposes

Conditions:

a) Background music is not considered as an audio clip

b) Flash is not considered as a video clip

c) Both the audio and video clips must be related to the agency

KEYWORD: AUDIO, VIDEO, MEDIA, STREAMING, YOUTUBE

ii. Audio or Video




Identify the presence of Audio / Video section or display in the

website




fulfilledYes

No

1

FLOW CHARTSTEPS


2Identify the presence of Audio / Video section or display in the website



Information can be found in the section tabs or anywhere in the website. Try look for related key words such “media” / “multimedia”


4Snap a screen shot of the page that display the About Us information


3Identify whether the audio / video clips fulfil the conditions:a) Audio clips must not be the background musicb) Video clips must not be flash videosc) Both audio and video clips must be related to the agency


• Contact details refers to information by which members of the public, business, or entity can use to reach the agency

Conditions:

a) Telephone – Telephone numbers that allow users to contact the respective unit

b) Address – Information that allow the users to contact the respective unit by mail, as well as location of the agency

c) Email – General e-mail or webmaster email address

KEYWORD: CONTACT, TELEPHONE, ADDRESS, E-mail, LOCATION, GENERAL LINE

iii. Contact Details




Identify the availability of the Contact Details

section in the main page



Identify the availability of all the 3 information

Not Available

Available

1

FLOW CHARTSTEPS


2Look for Contact section or Browse through the main page Contact Details



Information can be found in the section tabs or anywhere on the main page. Try look for related key words such “Contact Us”


4Snap a screen shot of the page that display the Contact Details information


3Identify whether the Contact Details provided fulfil all the conditions:a) Telephone Numbersb) Addressc) Email


• Malay Language content must be made available for all websites

• English Language content is encouraged, subject to the following conditions:

• All the content within the website must be translated into English

• Discrepancies between Malay and English must be avoided

• Translation via online tools is not permissible

• Content in third language, for example Mandarin / Tamil are optional for the websites. The use of online tool is permissible with the condition:

• Notice of disclaimer is displayed to inform users of its limitation and risks

KEYWORD: MULTI LANGUAGE, CONTENT, ENGLISH, MALAY LANGUAGE, THIRD LANGUAGE, MANDARIN, TAMIL

iv. Multi Language Content




Identify the availability of Malay Language Content




Identify the availability of English

Language / Third Language Content

Not Available

Available

1

FLOW CHARTSTEPS


2Look for “Malay Language” content



Information can be found in the top section or anywhere on the main page. Try look for related key words such as “Language”


4Identify whether the content languages meet the conditions:

a) Malay Language: Compulsory

B) English Language:• All the content within the website must be translated into English• Discrepancies between Malay and English must be avoided• Translation via online tools is not permissible

c) Third Language: If an Online Translation tool is used, notice of disclaimer is to be displayed to inform users of its limitation and risks

3Identify the availability of English and Third Languages content

Circulars, Name of Event, Publications, Tender, News Article, Speech, Press Release, Act and Journal do not require translation from Malay language to others


5Snap screen shots of the main page of all the languages made available by the website



• Publications refer to information that are made available online or in a downloadable manner

Conditions:

a) Majority of the publications / databases must be made available online

b) All the links provided for the information / download are active links

c) Journal / Publication abstracts are not considered as Publication

d) May utilise online application such as e-book reader

KEYWORD: PUBLICATION, INFORMATION, DOWNLOAD, DATABASE, EBOOK, ANNUAL REPORT, BULETIN, NEWSLETTER, BOOK

v. Publications




Identify the availability of Publications




fulfilled

Not Available

Available

1

FLOW CHARTSTEPS


2Look for Publication in the section tabs or anywhere in the main page



Information can be found in the top section or anywhere on the main page. Try look for related key words such as “”Information” / “Reports”


4Snap a screen shot of the page that display the Publications


3Identify whether the available epublications meet the conditions:

a) Majority of the publications / databases must be made available online

b) All the links provided for the information / download are active links

c) Journal / Publication abstracts are not considered as Publication

d) May utilise online application such as e-book reader


• Updating activities refer to the update and review of the information on the website undertaken by the agencies

• There are 6 elements of Updating Activities:

a) News, Activities, Updated events

b) Announcements Information and broadcast

c) Newspaper clippings, statements or articles

d) Poster / Banner

e) Tender / Quotation / Recruitment announcements

f) Minister, Deputy Minister and Senior Management of the agencies

• Must observe the updates in any of the 6 relevant sections

KEYWORD: UPDATE, ACTIVITIES, CHANGES, LATEST INFORMATION, NEWS, ANNOUCEMENT, BROADCAST, NEWSPAPER, CLIPPINGS, STATEMENTS, ARTICLES, POSTER, BANNER, TENDER, QUOTATION, RECRUITMENT, MINISTER, MANAGEMENT

vi. Updating Activities




Identify all the 6 elements that needs

to be updated



Identify whether the information is

updated

Not Available

Available

1

FLOW CHARTSTEPS





Information can be found in the top section or anywhere on the main page.




3Identify whether any of the 6 relevant element of the Updating Activities are up-to-date:

a) News, Activities, Updated events

b) Announcements Information and broadcast

c) Newspaper clippings, statements or articles

d) Poster / Banner

e) Tender / Quotation / Recruitment announcements

f) Minister, Deputy Minister and Senior Management of the agencies

DESCRIPTION:

The organization of the site and options for navigation and how well the layout helps you find what you are looking for.

CRITERIA

P4: NAVIGATION

i. ii.iii.iv. v.

Homepage LengthNo Broken LinkPersonalisationSitemapLink to myGov



• Home Page length refer to the size of the home page of the website

Conditions:

a) Scroll-down of the page must be 3 pages or less (measured by “Page Down” key on the keyboard)

b) Resolution: Maximum of 1280 x 800

KEYWORD: LENGTH, SIZE, HOMEPAGE, RESOLUTION

i. Homepage Length




Identify the length of the main page


3 pages and below

More than 3 pages


fulfilled

No

Yes

1

FLOW CHARTSTEPS





The key for Page Down vary depending on the keyboard. Common key labels are Page Down and PgDn





a) Scroll-down of the page must be 3 pages or less (measured by “Page Down” button

b) Resolution: Maximum of 1280 x 800


• Ensure that all hyperlinks are not dead links

• Usage of Online Tool: W3C Link Checker

http://validator.w3.org/checklink

Conditions:

a) Intranet is not considered as part of Broken Link

b) Files such as .jpg, .jpeg, .gif, .png, .css, .js, .ico, lang=bm, jsessionid are not taken into consideration for the Broken Link test

c) Only links that originate from the same domain are taken into consideration

KEYWORD: LINK, HYPERLINK, BROKEN LINK

ii. No Broken Link




Type Your Organisation URL Address

Identify the result of W3C Link

Checker

Snap screen shots for all of the broken link pages that are listed to prove that they are not considered as broken links

Active Link only

Broken Links

Broken Link

Type the Online Tool URL Address in your Internet Browserhttp://validator.w3.org/checklink

Click Submit

Verify each broken link listed by the tool whether it

fulfills the Broken Link conditions

Active Link


1

FLOW CHARTSTEPS

Type the Online Tool URL Address in your Internet Browserhttp://validator.w3.org/checklink

2Type Your Organisation URL Address and Click Check

You may also search the Online Tool “W3C Link Checker” using search engine such as Google or Yahoo

95

It is usually placed on the main page of the website

Self-Assessment ManualMalaysia Government Portals and Websites Assessment


96

3Identify the result of W3C Link checker

It may take several seconds before the result is displayed

4Verify each broken link listed by the tool whether it fulfills the Broken Link conditions:

a) Intranet is not considered as part of Broken Link

b) Files such as .jpg, .jpeg, .gif, .png, .css, .js,.ico, lang=bm, jsessionid are not taken into consideration for the Broken Link test

c) Only links that originate from the same domain are taken into consideration

cont’ next page

Not considered as broken link


97

4Snap screen shots of:

a) Page that display the result of W3C Link Checkerb) All pages that are listed in the W3C Link Checker


Considered as broken link


98

• Segmentation of the website to cater to specific audience

• It is a convenient approach to direct users to the right information and services

Condition:

a) Links are provided for specific users of the website

Example: Students, Parents, Teachers

KEYWORD: PERSONALISATION, AUDIENCE, SPECIFIC, SEGMENT, SEGMENTATION

iii. Personalisation



99



segmentation of users




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2Look for the segmentation of the website to cater to specific audience such as Teachers, Students and Pensioner


100

Look at the main page / main sections of the website


101

4Snap screen shots of each page for the target audiences


3Identify whether the condition is fulfilled

a) Links are provided for specific users of the website


102

• Refers to an interactive table of contents whereby the content of the website are linked directly.

• Most often, it is a textually organised model of the website content to provide an overall outlook of the website mapping

• In recent years, more complex dynamic and interactive Site Map have been developed and used by the websites

Condition:

a) Links are provided for the content listed

KEYWORD: SITE MAP, CONTENT

iv. Site Map



103


Identify the availability of Site

Map




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2Look for the segmentation of the website to cater to specific audience such as Teachers, Students and Pensioner


104

Site Map is often placed at the bottom of the page


105

4Snap a screen shot of the page that display the detail of the Site Map



a) Links are provided for the content listed in the Site Map section


106

• myGov is the Official Portal of the Government of Malaysia

• It serves as the main gateway to all the websites of Ministries, agencies and states

Condition:

a) Hyperlink to myGov portal is provided by all Government websites

KEYWORD: LINK, HYPERLINK, myGov

v. Link to myGov



107


Identify the availability of Link to

myGov




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2Look for the Link to myGov presence on the website


108

Links to other websites are usually placed on the sidebars or bottom of the page


109

4Mouse-over the cursor to the the to myGov on the website.Snap a screen shot of the myGov URL display on the Status bar



a) Hyperlink to myGov portal


DESCRIPTION:

The relevance, organisation, and quality of search results available on the site.

(Although this element is not applicable universally, it is often extremely impactful for sites where it is relevant.)

CRITERIA

P5: SEARCH

i. ii.

Search Within WebsiteSearchable Database


111

• A facility to seek general information of a website by typing keywords into the search function

Condition:

a) The search function must be internal, within the agency website

KEYWORD: SEARCH, LOOK, FIND

i. Search Within Website



112


Send a search enquiry


Functional

Not Functional


fulfilled

No

Yes

Look for an Internal Search engine /

functionAvailable Not Available

Not RelevantIdentify whether result

is relevant


1

FLOW CHARTSTEPS


2Look for an Internal Search engine / function


113

The Search Button is often placed on the top right side of the website


114

3Type in a keyword relevant to the agency

Possible key words such as “archive”, “location”

4Identify the relevancy of the result from the keyword

Does the result match the key word you had entered?


a) The search function must be internal, within the agency website


115

4Snap a screen shot of the page that display the detail Search result



116

• Referrs to searches that access information in specific section of the website or database

Condition:

a) Searches result / information derived from specific section of the website or database

Example of specific section: staff directory, circular, image gallery, news article

KEYWORD: SEARCH, LOOK, FIND

ii. Searchable Database



117

Look for search function in any section of the website

Type in a relevant keyword into the Search function


Information Received

Information Not Received


fulfilled

No

Yes



1

FLOW CHARTSTEPS


2Look for the Search Button / Function in any specific section of the website


118

You may search at sections such as staff directory, circular, image gallery, news article


119

3Type in a relevant key word that search from the database of the agency

Possible key words such as a name of the staff from the Directory. You may use common names such as Abdul

4Identify the relevancy of the result from the keyword

Does the result provide the information from a database?


120

5Snap a screen shot of the page that display the detail Search result



DESCRIPTION:

Online Transparency refers to the level of details, speed and accessibility of the website in disclosing information on its objectives, roles and functions.

CRITERIA

P6: ONLINE TRANSPARENCY

i. ii.iii.iv. v.

Client’s CharterAchievement of Client’s Charter Statistics of Online ServicesFeedback ResponseOnline Services Security


122

• Client’s Charter is a compulsory information to be displayed in the website

Condition:

a) Client’s Charter must be indicated specifically and are measurable

KEYWORD: CLIENT, CHARTER

i. Client’s Charter



123



Client’s Charter




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2Look for Client’s Charter in the section tabs or anywhere in the main page


124

The Client Charter is usually placed at the “About Us” or “Profile” sections


125

4Snap a screen shot of the page that display the Client’s Charter information


3Identify whether the Client’s Charter made available fulfilled the conditions:a) Client’s Charter must be indicated specifically and are measurable


126

• Achievement of the Client’s Charter must be attached to the Client’s Charter

Conditions:

a) Achievement must be updated on monthly basis

b) The past two months achievement must be included

KEYWORD: CLIENT, CHARTER

ii. Achievement of Client’s Charter



127


Identify the availability of the Achievement of Client’s Charter




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2On the Client’s Charter page, look for Achievement of Client’s Charter


128

The Client’s Charter Achievement is usually placed with Client’s Charter


129

4Snap a screen shot of the Achievement of Client Charter and detailed achievement


3Identify whether the displayed Achievement of Client’s Charter fulfilled the conditions:a) Achievement must be updated on monthly basisb) The past two months achievement must be included

Achievement that is not updated on a monthly basis must inform there regularity of achievement on the website


130

• To provide updated number of transaction for all of the available online services

Conditions:

a) Statistics must be updated on monthly basis


KEYWORD: STATISTIC OF ONLINE SERVICES, HITS OF ONLINE SERVICES

iii. Statistic of Online Services



131



Statistics of Online Services




fulfilled

No

Yes


1

FLOW CHARTSTEPS


2Look for Statistic of Online Services in the section tabs or anywhere in the main page


132

Statistics are usually available at the Online Services tab / section


133

4Snap a screen shot of the page that display the Statistic of Online Services information


3Identify whether the available Statistic of Online Services:

a) Statistics must be updated on monthly basis



134

• Feedback response refer to the response provided by the agency for the enquiries made by the users

Condition:

a) Agency has to respond within 3 working days upon submission of feedback / comment by a visitor

KEYWORD: FEEDBACK, RESPONSE, ENQUIRY, ANSWER, REPLY, QUESTION

iv. Feedback Response



135

Send a sample enquiry to observe whether the form is working

Identify the reply from the

website


Or the Email received from relevant officer from the agency


Response Received

Response Not Received


fulfilled

After 3 Working Days3 Working Days and

below




1

FLOW CHARTSTEPS


2Look for the Feedback Form


136

3 Send a sample enquiry to observe whether the form is working


137

5Snap a screen shot of:The response received from the agency via the Feedback Form system OrEmail received from the website / relevant officer


4Identify whether the Feedback Response from the relevant officers from the agency is received with the 3 days time frame.



138

• Any form of security measures on the online services

Conditions:

a) Availability of the Public Key Infrastructure (PKI) Examples: i) SSL ii) Digital Certificate iii) Captcha

b) At least one of the Online Services must provide any of the above security measures

KEYWORD: ONLINE SERVICES, SECURITY, SSL, PKI, DIGITAL SIGNATURE, DIGITAL CERTIFICATE

v. Online Services Security



139

Identify the availability of Online

Services Security




fulfilled

NoYes

Enter / Log-in into Online Services



1

FLOW CHARTSTEPS


2Log in into one of the Online Services available on the website



141

5Snap a screen shot of the page that display the “Online Services Security” information


3Look for the Online Services Security indicators – SSL / PKI / Digital Signature or Certificate within the Online Service

Browse the page to look for Broadcast information


a) Availability of the Public Key Infrastructure (PKI) Examples: i) SSL ii) Digital Certificate iii) Captcha

b) At least one of the Online Services must provide any of the above security measures


DESCRIPTION:

The visual appeal of the site and its consistency throughout the site.

CRITERIA

P7: LOOK AND FEEL

i. Look and Feel


143

Conditions:

a) Maintain the same look and feel on every page

b) Consistent header, footer and side panels

KEYWORD: LOOK, FEEL, DESIGN

i. Look and Feel



144

Identify the look and feel of the

pages

Snap several screen shots of the pages to demonstrate the consistency

of the look and feel


Same Different

Identify whether the headers, footer and

side panels are consistent

NoYes

Browse through every page of the website



1

FLOW CHARTSTEPS


2Browse every pages of the website. Note the header, footer and side panels


145

Page Down Button is available on your keyboard


146

4Snap several screen shots of the pages to demonstrate the consistency of the look and feel


a) Maintain the same look and feel on every pages

b) Consistent header, footer and side panels


147



D. FREQUENTLY ASKED QUESTIONS

148

Aid, Tools & Help Resources

Q

A

For Aid, Tools and Resources criteria, do we need to comply to the conditions for all of our Online Services?

Yes, it is compulsory for all of the Online Services provided to provide Aid, Tools and Resources within its Online Services.

Feedback Form

Q

A

We have provided a feedback form on my website. Why didn’t we get marks for the feedback response?

Response must be sent to the recipient within 3 working days to be able to obtain marks.

Feedback Auto-Notification

Q

A

Do we get marks for Auto Notification automatically by providing an Auto Notification message?

In order to comply with this criterion, agency must include the stipulated time frame of which they will respond to the queries sent by users/citizen. Auto Notification message without the stipulated response time is considered as non-compliant.E.g. Thank you for your submission. Please anticipate our response within 3 working days.


Loading Time

Q

A

Is there any other tools other than “SearchMetrics Rapid” that can be used to check Loading Time?

Yes, you may utilise other tools such as Site Speed Checker (www.seomastering.com/site-speed-checker.php)

www.seomastering.com/site-speed-checker.php

www.seomastering.com/site-speed-checker.php

149

Mobile Web / Version

Q

A

Are we required to test the Mobile Web version on mobile devices?

Yes, websites with mobile web / version are required to view the website via mobile devices. Screen shots must be taken from any type of mobile devices to be uploaded into the MGPWA Self Assessment Online Tool

Q

A

How do we make sure that the mobile web version created for my agency fulfills the MGPWA requirement?

The mobile web version must be simpler than the desktop version of the website and caters to the screen size of the respective devices used by users.

W3C Disability Accessibility

Q

A

Our website provides the text resize feature for the users, but why we did not get marks for W3C Disability Accessibility?

W3C Disability Accessibility criteria is assessed via an online tool that verify your website compliance to the WCAG 2.0. Compliance to the WCAG 2.0 indicates that the website is fully fuctional for the usage of Disabled persons.


Q

A

What are the information required for Mobile Web / Version?

Agencies may publish any relevant information in any consistent languages in its Mobile Web / Version. There is no specific guidelines set for mobile web / version.

Q

A

Our agency utilises centralised online services. Does it still considered as part of our online services?

Yes, centralised services is considered as part of agency’s services if the agency is directly providing the services. An example of centralised services is the eAduan provided by the Selangor State website, respective agencies are required to follow-up on the feedback escalated to them by the system.

Number of Online Services

Q

A

We have listed all my Intranet services on my website. Why is no mark awarded?

Intranet services is not an assessment criteria for MGPWA 2014 as the assessment focuses on the online services offered to external party i.e. G2G, G2C, G2B.

150

Multi Language

Q

A

Can we use Google Translator for English section?

Due to its inaccuracy in translation, agency will not obtain any marks for the provision of English Language via any translation tool including Google Translator.

Q

A

We have provided online translator for third language but no marks arerewarded. Why is that so?

The online translator used may not translate the content of your website appropriately or may contain error. Therefore please check that the translator is working from time to time.

Q

A

Our agency has published a report in Malay Language. Does it require translation to English Language to be published on the website?

No. Publications do not require translation to other languages to be published on the website.

Q

A

What are the main reasons for agency not being able to score any mark English Language?

The main reason is the mixture of languages in the English section. For instance, a banner in Malay language is displayed in the English Language version of the web-site

Q

A

Do we have to translate special names in Malay Language to English Language for the English language content?

No. Special names are excluded from assessment.


New Media

Q

A

Is it acceptable for an agency to only provide social media on its website?

Yes, with the condition that the social media channel are updated regularly.

Q

A

I have used WAVE to check the W3C Disability Accessibility but it didn’t provide any result. Is there any other tools than can be used?

Yes, you may utilise other tools such as AChecker or Tawdis. However, WAVE is our primary tool for checking.

151

Updating Activities

Q

A

I lost a big chunk of marks for not updating only 1 portion of the 6 section. Please explain.

The updating activities are very important. To obtain marks for this criterion, you must ensure that the relevant 6 sections are kept up-to-date.

No Broken Link

Q

A

Are all the broken links listed by the tools considered as my agency broken links and marks will not be rewarded?

All broken links listed in the result of the W3C Link Checker must be verified in accordance to the conditions.

Personalisation

Q

A

Is there a limit of categories that a website should display?

Yes, at least two categories must be made available.

Site Map

Q

A

Sitemap is provided in our website. Why were our website not granted any marks?

Your agency may lose mark because the sitemap provided in your website is not dynamic.


QIs there any other tools other than W3C Link Checker that can be used to check Broken Links?

AYes, you may utilise other tools such as Xenu (http://home.snafu.de/tilman/xenulink.html)

http://home.snafu.de/tilman/xenulink.html

http://home.snafu.de/tilman/xenulink.html

152

Search Within Website

Q

A

Can I use Google?

Yes, you may as long as you ensure that the results listed are within your domain.

Q

A

The search engine in our website produces results beyond the domain. Will we obtain marks?

No, the results must be internal and revolve within the agency domain.

Client’s Charter

Q

A

No marks were rewarded despite displaying the client’s charter on the website. Why is that so?

Charter displayed on the website must be measurable.

Q

A

What does it mean by measurable client’s charter?

It means that the charter made available on the website can be measured i.e. A complaint will be resolved in 10 working days.

Achievement of Client’s Charter

Q

A

My agency does not track the achievement of client’s charter on monthly basis. How do I inform assessor?

Please include a remark on the same page of the achievement that states the tracking of this achievement e.g. quarterly, half a year, annually


Searchable Database

Q

A

Is searchable database similar to search engine?

No, search engine is a mechanism to allow searching for the entire website while searchable database is limited to specific sections of the website such as Staff directory

153

General

Q

A

Do I have to park all the criteria of MGPWA on the main page of my website?

Although you have the freedom to do so, we would advise that you strategicallyarrange your content so that it won’t be too cluttered.

Q

A

Why are some of the criteria from previous assessment taken out this year?

Some criteria are taken out because they are already mandatory in the Pekeliling Am Bilangan 1 Tahun 2006 Pengurusan Laman Web/ Portal Sektor Awam or they are already complied by majority of the agencies involved in the assessment.

Q

A

Why is my agency portal/website not assessed in MGPWA?

MDeC only assess those portals/websites listed in Machinery of myGov portal. Therefore, please check with myGov portal to ensure that your agency’s website is listed in myGov portal.

Q

A

When will MDeC assessed my portal/website?

All agencies are required to undertake self-assessment. MDeC assessment will be conducted on random basis and therefore there is no specific date as to when MDeC will be assessing your agency’s portal/website.


Online Services Security

Q

A

For Online Services Security criteria, do we need to comply to the conditions for all of our Online Services?

No, a minimum of one Online Services is required to comply to the condition.

154

Q

A

My agency name and URL in MGPWA report are incorrect. What do I do?

Report can’t be amended. However, please amend the information in myGov by contacting the agency in charged. Also, please visit myGov from time to time to ensure no wrong information.

Q

A

Why are we required to snap screen shots of the assessed pages?

The screen shots are evidences to support your submission in the MGPWA Self As-sessment Online Tool. The MGPWA auditors will conduct their audits by checking the screen shots against the websites.

Q

A

Does agency have to submit a new self-assessment each time?

Yes, because the assessment recorded in the system must be a reflection of the actual portals/websites at the point when the assessment was conducted.


Q

A

Why does my portal/website rated N/A?

N/A indicates Not Accessible. It may be due to several reasons such as UnderConstruction,Construction or page error, three attempts will be made for three consecutive weeks. Should the website still not be available for assessment, it will then be rated as N/A. As for the outdated URL, MDeC will try to obtain the correct or updated URL from parent portal/website. However, eachGovernment agencies must update their URL in myGov from time to time to avoid such incident.

Q

A

Is Malaysia Crest compulsory in Government portals/websites?

Yes, as per Pekeliling Am Bilangan 1 Tahun 2006 Pengurusan Laman Web/ Portal Sektor Awam, the crest must be displayed at top of the homepage. It also encouraged having the crest at every page in order to maintain the same look and feel of a portal/website.

E. SELF-ASSESSMENT CHECKLIST

155

PILLAR 1 : SITE PERFORMANCE

i. Loading Time

PILLAR 2 :FUNCTIONALITY

Aid, Tools & Help Resources

Broadcast

Electronic Archive

FAQ

Feedback Form

Feedback Auto-Notification

Mobile Web/ Version

W3C Disability Accessibility

Notification of Transaction

New Media



i.

ii.

iii.

iv.

v.

vi.

vii.

ix.

x.

xi.

xii.

xiii.


YES NO

YES NO

156

PILLAR 3 : CONTENT

About Us

Audio/Video

Contact Details

Multi Language

Publications

Updating Activities

i.

ii.

iii.

iv.

v.

vi.

PILLAR 4 : NAVIGATION

i.

ii.

iii.

iv.

v.

Homepage Length

No Broken Link

Personalisation

Sitemap

Link to myGov

PILLAR 5 : SEARCH

Search Within Website

Searchable Database

i.

ii.


YES NO

YES NO

YES NO

157

PILLAR 6 : ONLINE TRANSPARENCY

i.

ii.

iii.

iv.

v.

vi.

PILLAR 7 : LOOK AND FEEL

Client’s Charter

Achievement of Client’s Charter

Statistic of Online Services

Feedback Response



i. Look and Feel


YES NO

YES NO

www. mscmalaysia.my

malaysia government portals and websites assessment (mgpwa) 2014 version 1.4

Government & Nonprofit

pillars of assessment

websites assessment

site performance assessment

pm assessment

websites assessment

site look

website site performance

website content