This section is primarily responsible for the following activities: Implement internal monitoring, auditing, and awareness activities related to campus ICT security Coordinate ICT Policy Documents, ICT Security Policies as well as creating a standard auditing system for web application system development activities in PTM Coordinate the implementation of ISMS - MS ISO / IEC 27001:2007 Information Security Management System

UMCERT was formed by the ICT Council Meeting No. 1/2011 on May 3, 2011 and was officially registered with the MyCERT agency on October 11, 2011.

The purpose of MyCERT team is to streamline the management of ICT security incident handling at the University of Malaya and to comply with government recommendations in the General Circular No. 4 Year 2006: Pengurusan Pengendalian Insiden Keselamatan Teknologi Maklumat dan Komunikasi (ICT) Sektor Awam. UMCERT members comprised of technical staff representatives from all the divisions of PTM.

The objectives of UMCERT:
a. Raise the responsibility and accountability of PTM on ICT security incidents in Universiti Malaya.
b. Develop the skills and human resources required for ICT security incident handling.
c. Streamline the operations management of ICT security incident handling by the establishment of UMCERT as the First Level Support.

ICT Security Audit Reports - Security Audits for Applications, Servers & Networks
Security Audits on the applications, servers and network hardware have been conducted regularly and continuously since 2007. Through the means of ICT audits-aka security posture assessments, where the application, server and network hardware weaknesses were determined by combinations of scanning tools, manual testing and site auditing. Corrective and remedial action plans based on the brief findings-reports, tests and analyses were submitted regularly to the relevant parties of the PTM for remediation. Follow-up audits were conducted to ensure that weaknesses had been closed.

Objectives:

• Determine the security posture by scanning, analyzing and testing and report application, server and network hardware weaknesses.
• Recommend remedial plans for weaknesses found in audits.

Impact: Weaknesses in applications, servers and network hardware were identified and corrected before they could be exploited by unscrupulous parties. Therefore, the risk of security incidents was minimized.

Statistics of security audits conducted in the year 2011:

Month	2011
	Applications	Server	Network
January	0	0	96
February	0	0	20
March	0	30	0
April	16	24	0
May	0	0	66
June	5	0	0
July	13	0	76
August	18	0	0
September	12	0	0
October	42	0	0
November	29	0	0
December	10	0	0
Total	145	54	258

The statistics shown that many application security audits were done in the year 2012. This was due to the prevalent cyber-attacks targeting and exploiting weaknesses in web-based applications. All high-risk findings were recorded and remedial actions were applied; non-responses were closely monitored.

PTM cooperates with government agencies and service provider to solve ICT security breaches involving external domains; it acts as intermediary and communication agent for University of Malaya, Malaysian Computer Emergency Response Team (MyCERT), Jaring and Government Computer Emergency Response Team (GCERT), in the processes to resolve security incidents involving IPs from inside and outside the UM’s domains.

Objective : Ensure that remedial and preventive measures are taken on all ICT security incidents involving IPs from University of Malaya. 

Impact : Computers and peripherals involved in ICT security incidents were cleaned and hardened.

Statistics of cases received and solved in the year 2011:

Month	2011
	Total Case Received	Total Case Solved	% Case Solved
January	6	6	100
February	4	4	100
March	6	6	100
April	0	0	100
May	0	0	100
June	0	0	100
July	0	0	100
August	0	0	100
September	4	4	100
October	2	2	100
November	1	1	100
December	1	1	100
Total	24	24	100%

 

Based on the statistics, the number of cases received showed an increase compared to the year 2010, especially in spamming cases.

Centralised anti-virus monitoring has been carried out consistently and continuously since January 2007. Using centralised AV monitoring, valuable data such as number of computers received AV updates, number of computers infected with viruses and the effectiveness of antivirus policies in cleaning the virus infections, were recorded each day. Relevant ICT representatives were informed of recurrent computer virus infections by emails; either manual scan cleaning or formatting was the normal procedure taken to disinfect the affected computers.

Objectives:
i) Acquire the status and number of computers received antivirus updates.
ii) Detect virus infected computers and carry out virus cleaning and prevention procedures.
iii) Evaluate the effectiveness of antivirus policies in virus detection and disinfection.

Impact: Infected computers were cleaned and hardened.

Statistics of computers manually cleaned of virus infections in the year 2011:

Month	2011
	McAfee			Symantec
	Number of Computer Infected	Number of Computer Infected	% Computer Cleaned	Number of Computer Infected	Number of Computer Infected	% Computer Cleaned
January	14	14	100	19	19	100
February	23	23	100	29	29	100
March	41	41	100	48	48	100
April	21	21	100	35	35	100
May	34	34	100	39	39	100
June	25	25	100	29	29	100
July	20	20	100	17	17	100
August	36	36	100	24	24	100
September	33	33	100	32	32	100
October	39	38	97	33	30	91
November	36	33	92	32	32	100
December	17	11	65	17	14	82
Total	339	329	96%	354	348	98%

 

According to the statistics, number of computers cleaned of virus infections is increasing when compared to the statistics of the year 2010. The increase was due to the continuous and increasing strenuous efforts to detect problematic computers that had clogged up network traffics in various segments, using multitude of tools. Continuous virus cleaning is very important in reducing the risks of data loss and downtime, and also in reducing the wastage of computer resources and network bandwidths by virus and malware traffics.

PTM has carried out P2P software eradication operations since the beginning of April 2010. Eradication operations were launched because, based on the security analysis, copyright infringements involving Peer to Peer (P2P) software were becoming an increasing security menace.

Objectives:

1. Keep track of computers actively downloading large files using P2P software.
2. Minimise the risk of security incidents caused by P2P software. P2P software has had created the following security issues:
   a) Most of the P2P software has security flaws that allow hackers to exploit the software to break into computer networks, and eventually allows unauthorized access to users’ computers.
   b) Risks of information leakage from personal or the University computers are high because the ease of information sharing among P2P software users can cause confidential information to be shared without owners realising it.
   c) P2P software technology has long been exploited as a medium to spread viruses.
   d) Sharing large files such as music, movies and games can cause campus network congestions.
   e) Activities of music file and commercial video download can result in the University of Malaya to be charged for violation of copyrights.
    

Impact: Not a single security incident involving copyright infringement received from external agencies (MyCERT or Jaring Abuse) in the period between April and December 2011.

Statistics of P2P software investigated during the year 2011

P2P Eradication Report 2011
Month	Number of Cases Checked	Number of Cases Closed	Number of Cases Not Closed	% of Case Completed
January	-	-	-	-
February	-	-	-	-
March	-	-	-	-
April	389	342	47	88
May	559	522	37	93
June	548	485	63	88
July	219	203	16	92
August	381	338	43	88
September	237	225	12	95
October	209	174	35	83
October	257	229	28	89
December	308	268	40	87
Total	3107	2786	321	90 %

 

Based on these statistics, it appears there are still many users who choose to continue using P2P software even though its use is prohibited since 2004. A more holistic approach should be done to curb this problem.

a.	The ICT Security Policies	ICT Security Policy Documents certified by the ICT Council, UM on 03/05/2011, has been published to the campus community from 23 Aug 2011 through the web announcements at the following web sites: UMPortal homepage Guideline page of the PTM portal (http://ptm.um.edu.my/?modul=Guidelines)
b.	The ICT Declaration	The ICT Declaration and the ICT Rules & Regulations had been introduced to all UM students for the first time on 5th September 2011 via the SiswaMail Registration Portal System (http://studpda.um.edu.my/studreg/register.php?service=MjAyLjE4NS4xMTIuNzg=&agreement=0&agreement2=0)
c.	Implementation of ICT Security Awareness Program 2011	Two talks open to UM staff, entitled "Why hackers like your computer” and “Power Search with Google" by the agency CyberSecurity, were held on 20/09/2011. Starting from August 2011, guides / tips on ICT safety / awareness are regularly sent to the staff mailing list every month
d.	Creation of the Quality Assurance Checklists for Web Applications	Three Quality Assurance Checklists were created for application development technical staff. PTM applications Divisions (Applications Division of Administration, Division Enterprise Portal, Software Innovation Division and Student Information Systems Division) have adopted the quality documents from the start of January 2012. The 3 documents are listed as follows: Quality Assurance Checklists for Application Systems – Application for Development and Customisation of on-line systems. Quality Assurance Checklists for Application Systems – Development and Customisation of on-line system. Quality Assurance Checklists for Application Systems - Test Runs of on-line systems undergoing development or customisation

The Primary responsibilities of this section are as follows: Provide basic support services to the High Performance Computer (HPC) users. Conduct, manage or organise seminars, courses and ICT-related trainings for the campus community and PTM technical staff. Manage & regulate licensed software installation, distribution or deployment for the purposes of teaching & learning.

Month	Course Date	Course Title	Number of Participant
January	24/1/2011-25/1/2011	Computer Maintenance and Hardening	15
February	21/2/2011-22/2/2011	Website Building	29
	23/2/2011-24/2/2011	MS Powerpoint 2007 (Basic + Intermediate)	21
	21/2/2011-22/2/2011	Basic ICT skills (Email, Microsoft, Internet)	29
	23/2/2011-24/2/2011	MS Excel 2007 (Basic + Intermediate)	20
March	21/3/2011-22/3/2011	Window 7 Operating Systems	24
	30/3/2011-31/3/2011	Computer Maintenance (Troubleshooting)	26
April	18/4/2011-19/4/2011	Adobe Photoshop CS4	42
	25/4/2011-26/4/2011	Video Editting	26
	20/4/2011- 21/4/2011	Ms Publisher 2007 (Advanced)	18
	27/8/2011-28/4/2011	MS Word 2007 (Basic & Intermediate)	29
May	23/5/2011-24/5/2011	Basic MATLAB	16
	11/5/2011-12/5/2011	MS Excel (Basic / Intermediate)	25
	18/5/2011-19/5/2011	MS Excel (Advanced)	27
June	22/6/2011-23/6/2011	Adobe Flash CS4	18
	5/6/2011-16/6/2011	Basic ICT skills (Email, Microsoft, Internet)	27
	20/6/2011-21/6/2011	Publisher	14
July	13/7/2011-14/7/2011	Window 7 Operating Systems	32
	27/7/2011-28/7/2011	Ms Powerpoint 2007 (Basic / Intermediate)	25
	20/7/2011	Basic ICT skills	24
	4/7/2011- 5/7/2011	Ms Word 2007 (Basic / Intermediate)	22
	20/7/2011-21/7/2011	Ms Word 2007 (Advanced)	31
August	15/8/2011	Ms Visio (Basis)	20
September	19/9/2011-20/11/2011	Computer Maintenance (Troubleshooting)	19
	20/9/2011	Awareness Talk (Cyber Security Malaysia)	52
	21/9/2011-22/11/2011	Basic Network and Wireless Configurations	17
	26/9/2011-27/9/2011	Ms Excel 2007 (Advanced)	16
October	17/10/2011-18/10/2011	Basic Network and Wireless Configurations	23
	19/10/2011-20/10/2011	Computer Maintenance and Hardening	24
	10/10/2011-11/10/2011	MS Word 2007 (Basis)	10
	12/10/2011-13/10/2011	MS Publisher 2007 (Basis)	23
November	14/11/2011-15/11/2011	Website Building	30
	22/11/2011-23/11/2011	Window 7 Operating Systems	22
	14/11/2011	Ms Publisher 2007 (advanced)	9
	14/11/2011	MS Visio 2007 (Basis)	19
December	12/12/2011-13/11/2011	Video Editing	20
	19/12/2011-20/11/2011	Adobe Photoshop CS4	29
Grand Total			873

Month	PTM Division	Course Type	No. of Course / Training	No. of Participant	Total No. of  Course / Training	Total No. of Participant
January	BAKK	CCM edi – for the PTj website	-	-	1	37
		eProcurement	1	37
February		CCM edi – or the PTj website	1	6	9	156
		eProcurement	8	150
March		CCM edi – for the PTj website	1	6	20	474
		eProcurement	19	468
April		CCM edi – for the PTj website	1	5	9	91
		eProcurement	8	86
May		CCM edi – for the PTj website	-	-	2	12
		eProcurement	2	12
June		CCM edi – for the PTj website	1	4	1	4
		eProcurement	-	-
TOTAL January-June					43	774
July	BPE	CCM edi – for the PTj website	-	-	1	20
		eProcurement	1	20
August	BPPD	UMMail- Kolej 1	1	30	2	32
	BPE	CCM edi – for the PTj website	-	-
		eProcurement	1	2
September	BPE	CCM edi – for the PTj website	1	9	2	14
		eProcurement
October		CCM edi – for the PTj website	1	5	2	9
		eProcurement	-	-
		eSurvey	1	4
November		CCM edi – for the PTj website	-	-	2	6
		eProcurement	-	-
		eSurvey	1	2
December		CCM edi – for the PTj website	-	-	2	6
		eProcurement	-	-
		eSurvey	1	1
		Guest House	1	2
TOTAL July-December					11	89
GRAND TOTAL					54	863

In support of UM’s aspirations towards becoming a world-class research university, PTM, in collaboration with the UM researchers, has been providing high-performance computing services to our researches at our high-performance computing facility located at HPC & Cluster Server Room, PTM; currently, PTM provides basic support services such as managing system operations and monitoring hardware usage for the HPC users. Web pages of the UM HPC (http://ptm.um.edu.my/?modul=UMHPC) were published in PTM’s portal, in August 2011, to inform the HPC users on the services provided by the center. There was an increased utilisation of HPC facilities - currently housed in Data Center, PTM - in the year 2011.

No.	Research Title	UMHPC Software	Research Group / team members	Journal	Info updated in
1.	Computational Studies of Organic Reactions	Gaussian	Dr. Nasr Y.M. Omar, Prof.Sharifuddin M. Zain and Prof. Noorsaadah Abd. Rahman	Nasr Y.M. Omar, Noorsaadah A. Rahman, Sharifuddin M. Zain, Enantioselective organocatalytic Diels-Alder reactions: A density functional theory and kinetic isotope effects study. Journal of Computational Chemistry 2011, 32, 1813-1823.	27/01/2012
2.	Muscarinic Acetylcholine Receptor: Structural basis of ligand-receptor interactions	Gaussian	Chin Sek Peng, Dr. Michael Buckle, Dr. Stephen Daughty	Conference paper. Presented in Beijing, China, For 12th APRU DSC Title of the paper: HOMOLOGY MODELING OF HUMAN M1 MUSCARINIC ACETYLCHOLINE RECEPTOR	27/01/2012
3.	Molecular Dynamics Study of Anhydrous Bilayers of Synthetic Glycolipids: Effects of Chain Branching and Disaccharide Headgroup	Amber	Molecular Dynamics Study	This paper has received comments from referees after submitting to Soft Matter Journal. The comment of a referee is given in next column. The highlighted lines are the crucial part where it needs further attention in fine tuning. Due to that we need to re run few simulations especially for monitoring EQUILIBRATION stage.	27/01/2012
			Vijayan Manickam Achari, Richard Bryce, Rauzah Hashim, Thorstn Heidelberg
4.	Molecular Dynamics Study of Anhydrous Bilayers of Synthetic Glycolipids (II): Effect of Gauche and Trans Conformations on  Bilayer Structure	Amber	Molecular Dynamics Study	The discussion part is being fine tune in this paper. The other parts of this paper is completed in written form.	27/01/2012
			Vijayan Manickam Achari, Richard Bryce, Rauzah Hashim, Thorstn Heidelberg
5.	Molecular Dynamics Study on Lyotropic Lamellar Phases of Straight and Branched Chain Alkyl Maltosides	Amber	Molecular Dynamics Study	This paper is completed in written form and now in the stage of correction (proof reading)  and sent for correction at collaborator	27/01/2012
			Vijayan Manickam Achari, Nguan Hock Seng , Richard Bryce, Thorstn Heidelberg, Rauzah Hashim
6.	Computer simulation of biaxial nematic of liquid crystals formed by molecules with C2h symmetry	FORTRAN	Molecular Dynamics Study	This paper is completed in written form and now in the stage of correction (proof reading) before submitting for publication.	27/01/2012
			R. Hashim, G. R. Luckhurst, H. S. Nguan
7.	Molecular field theory for C2h symmetry biaxial nematic	FORTRAN	Molecular Dynamics Study	This paper is completed in written form and now in the stage of correction (proof reading) before submitting for publication.	27/01/2012
			R. Hashim, G. R. Luckhurst, H. S. Nguan
8.	Modeling and Molecular Dynamics on a Hexagonal Glycolipid Assembly	AMBER	Molecular Dynamics Study	This paper is completed in written form and now in the stage of correction (proof reading) before submitting for publication.	27/01/2012
			Sara Ahamadi, Nguan Hock Seng, Thorsten Heidelberg, Rauzah Hashim
9.	Nano-monoporous filtration through a columnar liquid crystalline phase.	AMBER	Molecular Dynamics Study	The analysis part is being fine tune in this paper. The other parts of this paper is completed in written form.	27/01/2012
			Sara Ahamadi, Nguan Hock Seng, Thorsten Heidelberg, Rauzah Hashim
10.	Computer Simulation Study on the Interraction Between Glycolipid Surfactants and Nanotubes	GAUSSIAN	Molecular Dynamics Study	This paper is completed in written form and now in the stage of correction (proof reading) before submitting for publication.	27/01/2012
			Zharah Batol, Rauzah Hashim
11.	Systematic of Monogeneans	PAUP (Phylogenetic Analysis Using Parsimony)	Fish Parasitology Group	In progress	28/9/11
			Prof. Susan Lim Lee Hong, Tan Wooi Boon, Michelle Soo, Hazreen Abdul Jabar, Maverick Yap
12.	Bioconversion of lignocellulosic biomass to bioethanol using enzymatic approach.	Homology Modeling (YASARA)	Bioethanol Research Group	In progress	28/9/11
			Prof. Dr. Zainudin Arifin,  Dr. Teoh Teow Chong, Associate Professor Dr. Koshy Philip
13.	Molecular epidemiology of Chikungunya virus	BEAST 1.4.7	Chikungunya virus research	Chikungunya virus-associated death in Malaysia. TropicalBiomedicine 2010;27:343-7.	28/9/11
			Jamal  I-Ching Sam, Chan Yoke Fun, Sazaly Abu Bakar (Dept of Medical Microbiology,FOM)	Sam IC, Kamarulzaman A, Ong GS, Veriah RS, Ponnampalavanar S,Chan YF, AbuBakar S. Chikungunya virus from Malaysia (manuscript in preparation)
14.	Molecular epidemiology of enterovirus 71 and coxsackievirus A16	BEAST 1.4.7	Enterovirus 71 research	In Progress	28/9/11
			Chan Yoke Fun, Jamal I-Ching Sam
15.	Computational Studies of Organic Reactions	Gaussian	Dr. Nasr Y.M. Omar, Prof. Sharifuddin M. Zain and Prof. Noorsaadah Abd. Rahman	Nasr Y.M. Omar, Noorsaadah A. Rahman, Sharifuddin M. Zain, An ONIOM study on the enantioselective Diels-Alder reaction catalyzed by SiO2–immobilized chiral oxazaborolidinium cation. Journal of Molecular Catalysis A: Chemical 2010, 333,  145-157.	28/9/11
				Nasr Y.M. Omar, Noorsaadah A. Rahman, Sharifuddin M. Zain, Theoretical insights into the enantioselectivity and mechanism of Diels-Alder reactions involving chiral cationic oxazaborolidinium catalyst. Bulletin of the Chemical Society of Japan 2011, 84,  196-204.

No.	Licensed Software	Software User Category (Faculty/ User Type)
1.	S-Plus	Lecturer/Research,Student
2.	Matlab	Inst Sains Matematik (ISM)-Fakulti Sains
3.	SPSS  Statistic base	Lecturer/Research,Student
4.	Eviews	Lecturer & Student from Various Faculty
5.	Turnitin	Lecturer & Student from Various Faculty
6.	SAS	Lecturer/Research,Student
7.	Statistica	Lecturer/Research,Student
8.	SPSS Advanced Statistics	Pensyarah/penyelidik,pelajar
9.	AMOS	Lecturer/Research,Student

Microsoft Hedstart program was introduced by PTM in collaboration with Prestariang and Microsoft; the purpose was to eliminate the use of unlicensed Office software among the university community.

In short, Hedstart program was launched on 1st December, 2011, to provide access for students to download Microsoft Office 2010, and additional 200 other Microsoft software for the learning, testing and research purposes by the students of the University of Malaya. It provided two download sites where staff and students could download licensed Office software and other licensed Microsoft software:

 

• MSDNAA / Dreamspark Premium (Academic Software Discount) website, URL http://e5.onthehub.com/WebStore/ProductsByMajorVersionList.aspx?ws=c8eb7cd0-649b-e011-969d-0030487d8897&vsro=8&JSEnabled=1

Through this Site, students and staff are able to download more than 200 types of Microsoft software including the following: Visual Studio, Windows Server, NET Enterprise Servers (various Windows servers including Compute Cluster Server, Commerce Server, BizTalk Server, Host Integration Server, SQL Server, Exchange Server, and SharePoint Portal Server), MSDN Library, Windows 7, Windows Vista Business Edition, Windows XP Professional and Windows XP Home Edition, Visio, Microsoft Project, and the Expression Studio suite. The downloaded software has expiry date of 2 years from the date of download.

• UM website on the Hub: http://um.onthehub.com/ that provides download for Microsoft Office 2010

Students paid a special price to download Office software. Downloaded Office software has perpetual license.

No.	Software Name	PTj	Number of Installation	Total Number of Installation
1.	SPSS	Medicine	16	38
		Arts & Social Science	6
		Library	1
		Science	2
		Malaysian Antarctic Research Centre	1
		PASUM	1
		API	3
		Wisma R & D lab	1
		Engineering	2
		APM1	1
		Business & Accounting	2
		Dentistry	1
		QMEC	1
2.	MatLab (Network License)	Science	2	2
3.	SAS	PASUM	2	18
		Medicine	4
		Science	7
		Engineering	1
		Business & Accounting	1
		Economics and Administration	1
		PTM	1
		IPS- NANOCEN & COMBICAT	1
4.	ADOBE	Various PTj & Variety of ADOBE software (version CS4/v.9 & MX)	86	86
5.	Statistica (Network License)	Medicine	2	2
6.	Endnote	Education	2	20
		Medicine	5
		IPK-Kampus Kota	1
		Science	3
		Languages and Linguistics	1
		Engineering	2
		Law	1
		Arts & Social Science	1
		API	2
		Built Environment	1
		Cultural Center	1
7.	e-Kamus	Medicine	1	13
		Chancellery	2
		APM	10

Projects	Description
Class Attendance System	A facility that enables lecturers to record and monitor students’ attendances to theory classes. It was rolled out in 2010. In 2011, the system has been upgraded as follows : i. Provide a function that enables the recording of attendances to practical classes.  ii. Improvise the function of attendance taking for subjects that are taught by more than one lecturers.  Both functions were put into production in September 2011.
Annual Appraisal Module	System has been enhanced to accommodate changes requested by Human Resource Department. Enhancement involves the following areas : i. Key performance indicator (KPI) setup by staff ii. Mid-year review iii. Evaluation iv. Administrator screens
e-Attendance Module	The module has been upgraded as follows :  i. Provide email alerts to supervisors for late clockins, early clockouts and no clockout. ii. Dispay of absence records  iii. Include clockin dan Clockout controls for half-day leave.
Asset Declaration Module	The module has been upgraded as follows :  i. Provide a screen for declaration status  ii. Provide control for declaration period  iii. Provide asset disposition functionality Provide approver setup screen for administrators.
Non-academic Promotion Module	A module that enables non academic staff to apply for promotion. Notification for interviews and staff confirmation to attend interview are also available online.  Implemented in November 2011.
Staffing Warrant Module	Allows the Human Resource Department to manage staffing information. Enhancement involves : i. Staffing data ii. Redesigning of screens
Postgraduate Finance Modul	The module has been enhanced as follows :  i. provide refund program to enable refund of wang hemat diri and library deposit. Available in December 2012  ii. provide hapuskira program. Available in December 2012.  iii. provide individual invoice generation function. Available in mid November 2012.  iv. provide a functionality to cancel fees charges by individual and sponsor. Available in December 2012.
Pilgrimage Leave Application Module	Manages application and processing of pilgrimage leave. Launched in September 2011.
Half Day Leave Application Module	Enables staff to apply for half-day leave and superiors to process the application. Implemented on 1st January 2012.
Work Absence Module	A facility that allows staff to apply annual leave or sick leave for the days that he was absent from work. Unapproved application or no action taken on absence dates may lead to salary deduction. Launched on 1st January 2012.  Manages matters related to staff discipline. In Phase 1, this system manages records related to tardiness in the workplace. It was rolled out in 2010.
e-Discipline : Phase 2 Module	In Phase 2, this system has been upgraded to manage records of staff not clocking out or clocking out early. Demerit points has also been revised accordingly.
Medical Module  Part 1 : Panel Clinic	A facility that enables :  i. Clinic applies as UM Panel Clinic. i. UM processes the application. ii. Clinic checks for staff eligibility. iii. Clinic claims for payment. iv. UM processes the claims. Rolled out in September 2011.
Bayaran Insentif Tugas Kewangan (BITK) Module	A facility that allows the Human Resouce Department to manage matters regarding BITK examination in the following situation : i. UM as secretariat for the examination i. UM as non secretariat for the examination  The result of the examination will determine whether a staff is eligible for the insentive. Module was launched in October 2011.
Migration of UMRCIS Applications to UMPortal	Applications in UMRCIS was migrated to UMPortal in April 2011. This effort is in line with the ICT Strategic Plan that requires all applications to be consolidated into a single portal to facilitate access.
Skin Baru Perkhidmatan Awam (SBPA) Module	Provision of screens and reports to support the Human Resource Department in the SBPA and retirement age option exercise. Rolled out in December 2011.

PTM’s quality objectives in solving ICT complaints are as follows:
(i) 80% of complaints in the Helpdesk System solved by PTM are solved within 4 working days.
(ii) 90% of complaints in the Helpdesk System solved by PTM are rated at least 3 out of a scale of 5.

 

In 2011, both quality objectives were met with the following details:
(i) 86.8% of complaints in the Helpdesk System solved by PTM were solved within 4 working days.
(ii) 95.7% of complaints in the Helpdesk System solved by PTM were rated at least 3 out of a scale of 5.

Statistics of ICT complaints for year 2011 is given below :

CENTER FOR INFORMATION TECHNOLOGY 
REPORTS ON CUSTOMER SATISFACTION AND COMPLIANCE STATISTICS
FOR ICT PROBLEM COMPLETED WITHIN 4 DAYS
ON YEAR 2011

Feedback Received
Very Poor	47
Poor	48
Fair	206
Good	1092
Very Good	833
Total Feedback Received (f)	2223
Total Feedback Received (> Satisfactory) (g)	2128

 

Ticket Completed
Total solved More > 4 days (d)	439
Total solved Less <= 4days (h)	2895
Ticket Completed (a)	3334

 

Ticket Completed
Total More > 4 (e)	2
Total Less <= 4	0
Ticket not Completed (b)	2

 

Statistic Compliance
Total Ticket (a+b)	3336
Total Non Compliance ((f-g)+d+e)	536
Quality of Compliance 1 (h/a)	86.83 %
Quality of Compliance 2 (g/f)	95.73 %