A Survey On Expressways IT Outsourcing Services Provided To PLUS Expressways For Year 2011

TERAS EITOS SURVEY YEAR 2011
TERAS Teknologi Sdn. Bhd. (316616-X) Annex 3, Persada PLUS, Persimpangan Bertingkat Subang, KM 15, Lebuhraya Baru Lembah Klang, 47301 Petaling Jaya, Selangor.
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Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.
A. Introduction
EITOS Survey Forms were distributed on the 5th March to 100 customers in various departments in PLUS Berhad and Plus Malaysia Bhd. The selections of customers were based on customers frequency logged to the Helpdesk. Only 54 customers had returned the forms.
B. The survey result

Question A: How often do you request for TERAS EITOS services in a week? The result as below:
There were 6 customers not answer and 1 customer answered kadang-kadang. Recommendations: Next TERAS EITOS Survey must be distributed much earlier and to targeted recipients especially to those who frequently log and request for EITOS Services in the Helpdesk system. We will need to get more feedback from Users who requested at least once a week, thrice & more than four times a week.
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Question B: What is the frequency of support and help requested from TERAS EITOS. The result as below: Dont Use 8 6 5 4 9 15 Daily 3 1 6 3 3 0 Weekly 11 8 8 6 9 4 Monthly 15 18 15 15 10 11 Quarterly 11 16 15 19 18 18
{Online Remote Support TERAS Helpdesk} {End User On-Site Support Network PC & peripherals} {Applications & Systems Support systems & applications} {Office & Email applications - Ms Office, Exchange} {Network & Security services - network LAN/WAN, wifi, web access} {Server access, Backup and Restore services - Server & Datacenter}
Please tick the TERAS EITOS Staff that attended your problem and request. The result as below:
Nadzari Shamsuri Isam Edwin Norliawati Lim Sylvia Ashadi Ammar Shahrizad Izuan Mazlan Azmi Shamsulizuan Wan Mohd Asri Fuad Norhaslina Hishamuddin Dali Mohd Adlan Abd Wahab 0
4 3 2 6 2 6 22 3 8 32 6 31 36 30 50 48 7 10 20 30 40 50 60 user respond
Recommendation: The distribution of the Survey forms were mostly responded by the HQ Users,we find that there is minimal feedbacks received for TERAS EITOS Regional Support personnel. 84.5% of the Users being attended by EITOS Network & Security & End User Support unit.
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Question D: How would you rate your level of satisfaction with TERAS EITOS? The result as below:
Recommendations: 17% of the Users reported are Somewhat dissatisfied with TERAS EITOS services. TERAS will need to identify areas for improvement to improve the results.
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Question E: How do we rate on the following attributes? The result is as tabled below: Need to improve 1 2 2 1 1 2 Average 6 7 5 7 6 5 Good 27 32 26 26 28 25 Excellent 21 16 19 22 19 22 Outstanding! 2 1 1 1 2 2
Online Remote Support TERAS Helpdesk On-time delivery of service Professionalism Technical know-how Quality of service Understanding of customers needs
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Below are the feedbacks on recommendations and suggestions to improve TERAS EITOS services by our users: Since you're providing outstanding services, the survey should be done online( like ICP), paperless, please consider environment. To be more user oriented, ie not just focusing on the technical issue faced by the user but looking at problem as a while example : formatting a pc might solve the problem but the impact to the user is catastrophes No problem with TERAS EITOS service TERAS EITOS to act seriously on any issues /problem highlighted by the user On time delivery service - to improve Should give early notification for users in case of pc reformatting/upgrading to enable users to save their data prior to handling over their PCs to Teras To improve on timely delivery of serious or need some backup if EITOS staff is not around when we need their help To improve customer service orientation listen to customers! problems and requests "timely" and makes "extra" effort to help customer I would like to suggest Teras EITOS to have/prepare a message/chat box on user's pc during online remote support currently, message can be relay from Teras end, not at user end if it can be done at both end, at least can inform TERAS team that we are going to solat or toilet or meeting etc, especially support that requires more than 10 minutes. To have more backup staff in case staff in charge is on leave/outstation Recommendations: 16% of Users rated TERAS EITOS as less than Good in the areas stated on the contratry percentage of Users in the Excellent & Outstanding rating increases as compared to earlier TERAS EITOS Survey results. The On-time delivery service and the Technical know-how would require further improvemenst. We believe the team requires more exposure to current IT Support trends and latest tools to enable TERAS EITOS to provide better and efficient services. We will study & provide an Online TERAS EITOS Survey to improve the User feedbacks and responses.
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Question F: Do you think TERAS EITOS overall service level meets your expectations? The result as per below:
Recommendations: 94.5% of the Users responded that TERAS EITOS overall services level meet the expectations, however 4% says that TERAS EITOS services Barely meet and 2% says we Require much improvement.
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Question G: Would you like to recommend TERAS EITOS to support your other departmental/unit/region/section requirements? Below are the recommendations:
Yes, they may assit on toll equipment networking Yes Yes Yes, why not Yes Good technical know -how and on time delivery is really crucial in any IT environment. Teras have shown that over the years except when dealing with Plato and Ramco where the third party response is sometimes delayed Yes Yes
Recommendations: As before, the feedback is very encouraging. To answer one, TERAS EITOS had proposed to replace the TRACS switch and implement Gigabit network for Toll systems in plazas this project is awarded to TERAS and currently in progress. We had also recommended the following: 1. TERAS EITOS Development or Application Support team to meet and find out from the respective Departments on systems required. 2. Expand the regional support and provide more comprehensive services as required. 3. TERAS EITOS Head of Department to discuss with targeted PEB Head of Departments for any business opportunites or opportunities for improvement that TERAS may be able to cater for.
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Question H: How likely are you to recommend TERAS EITOS services to a friend or colleague? The result as below:
Recommendations: 70% answered favorably which is a very much improved response as compared to earlier TERAS EITOS Survey whereby only 14% answered Somewhat likely and Very likely.
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Question I: Do you have any suggestions for improvement? The suggestion given by the users are as follows: Online Survey User to be advised/notified in advance on the impact in resolving a problem No, everything ok. Keep up the good work It is much better if TERAS EITOS can frequently ask the user for any comment/problem with the system. Maybe ask the user on weekly basis. By the way, well done guys. Very good service provided by the EITOS team to me so far. Further improvement on technical kno- how especially end user on-site support, network, pc and peripheral No comments and good jobs Please maintain the TERAS EITOS staff chart in MISD Helpdesk in the PLUS Intranet Bulletin so that easy for us to refer to the person in charge especially for urgent matters. Must friendly and helpful Technical and professional a - Proficiency for support staff, perform tasks specific area of expertise, reliability, skillfully to attend customer needs b - Maintains a high skill in area of expertise A - Guidance on Simple Solutions Publish a user-friendly guidance/make it available in intranet, on solutions for simple or small problems, which don't really need technical knowledge to fix it. B - Strengthen knowledge on MS Office Application. Maybe to have a 'MS Word' or ' MC Excel' expert among TERAS Team. So user could be refer to them in order to maximize the usage of both applications (especially on formulas and data massaging part) C- Maybe to share/publish on 'shortcut' key, other than just Ctrl - c. ctrl V, eg: toggle between windows or worksheet. F2 function etc. Recommendations: To improve technical know-how through technical training and technology seminar updates and knowledge sharing sessions. To project & improve more on TERAS EITOS Professionalism in dealing with users. To brief/inform the structure of TERAS EITOS Department to Users. To publish or provide Knowledge base system for the Users to refer to for simple IT troubleshooting & other related matters. To have an online version for better Users responses/feedbacks (ease and increase participation).
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C.
Conclusion
The distribution and the collections of the survey forms take about one month to complete. Customers were given 3 days to complete the survey before Teras EITOS collects the forms. We find that even though ample time was given for the users to participate the survey, only 54 participated out of 100. Anyway we got the same results when the time was extended to respond.
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A Survey On Expressways IT Outsourcing Services Provided To PLUS Expressways For Year 2011

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TERAS EITOS SURVEY YEAR 2011

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

B. The survey result

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

Copyright 2011 TERAS Teknologi Sdn. Bhd. All rights reserved.

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