Docstoc

Management SHAH

Document Sample
Management SHAH Powered By Docstoc
					SHAH ALAM CITY COUNCIL (MBSA)



      Abstract


             The overall management of ICT department is operate smoothly because
      all the staffs are divide into teams in term of to implement their functions.
      Through this, all staff can know their function and can fulfill their task in efficient
      and effectively. In the ICT Department just have a clerk to manage about 29 staff
      which is large number of staff, but she still can implement their task because the
      management in computer-based that it can reduce the manpower by the use of the
      system (computer-based) in organize the staff. In order to achieve an excellent
      movement of organization operation, ICT Department should be improve their
      function and responsibility in term or their social work , task implementation and
      technology use in provide the services and fulfill their function.




                                                                                           1
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



1.0   INTRODUCTION

      Shah Alam, a city known for its clean environment with a balanced and well-
      sustained development, is also enriched with numerous attractive features and
      picturesque natural views. These supreme characteristics make it the leading
      residential choice for the progressive and modern society, and have successfully
      gained recognition at an international level as well. In distinction to its clean and
      serene environment,

      Shah Alam is also known for having very scenic lake gardens right in the middle
      of the city. This city is filled with state-of-the-art buildings, as well as self-
      contained residential estates. Being the state capital of Selangor, the first
      developed state in Malaysia, the challenges await for Shah Alam in the future, is
      equally great. Not only does it serve as a place where His Royal Highness Sultan
      of Selangor resides, but it is also home to various leaders, government officers
      and a wide number of multiracial residents.




2.0   COMPANY BACKGROUND

                                                                                         2
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      Majlis Bandaraya Shah Alam (MBSA) before this known as Majlis Perbandaran
      Shah Alam (MPSA) was developed in December 7, 1978 simultaneously with the
      proclaimed Shah Alam town as a capital state of Selangor Darul Ehsan. However,
      administrations of MBSA just begin the operation in January 1, 1979. Now, Shah
      Alam was administering by MBSA. In the beginning, the administration of
      MBSA implemented the operation at shop house, Seksyen 3 and later in 1981 at
      Kompleks PKNS. In 1988, all MBSA staff moved to the 28 floor building, known
      as WISMA MBSA.

      The value of this building was about RM141 million used to place the overall
      MBSA departments. These Wisma spaces also were rented to government
      departments and private sectors. MBSA have a full responsible to control the
      development of Shah Alam and also to maintain the environment as interesting
      town as to achieve “SELANGOR MAJU 2010” vision launched by Head Minister
      of Selangor, Tan Sri Dato' Seri Abdul Khalid bin Ibrahim. MBSA has 13
      departments and 7 division units that have doing the operation at the WISMA
      MBSA. All the 13 departments and division units have been divided into their
      own responsibilities which have the main purposes which are to manage and
      handle the state achievement and development.




3.0   Corporate vision, mission, objective, goal
                                                                                  3
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      3.1     Mission

              Provide and ensure that all activities at all levels are always at an
      excellent performance level in preparing quality services




      3.2     Vision

              To build Shah Alam a city which is intelligent, excellent and of world
      class status




      3.3     Objectives

   1. Establish Shah Alam as a beautiful, clean and safe city

   2. Ensure that planning and development are organized and controlled in line with
      sustainable development

   3. Plan and provide city infrastructural facilties which are complete and of quality

   4. Increase community development that is suitable with the physical development

   5. Increase usage of information technology in all service matters




   6. Prioritize clients in providing services that are efficient, precise, true and effective
      continuously


                                                                                            4
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      7. Ensure that the workforce is competent and committed in carrying out duties and
         responsibilities

      8. Create a conducive environment to encourage growth in industry, commerce and
         tourism

      9. Enforce rules and laws with respectability and professionalism

      10. Preserve and restore the environment for the comfort and well-being of the
         citizens of Shah Alam




         3.4 Goal

         Together towards making Shah Alam a city which is intelligent, excellent and of
         world class status.




4.0      ORGANIZATION STRUCTURE CHART


                                                                                      5
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




5.0   FUNCTIONAL DESCRIPTION OF DEPARTMENT/DIVISION

                                                        6
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




             There are 13 departments in the MBSA that working together under one
      roof. The entire departments have their own work and priority in the MBSA. The
      department that working in the department is Building Department, Department
      of engineering, Department of finance, Department of management service,
      Corporate Department, Department of planning, Department of property
      evaluation and management, Department of town service, Department of
      licensing and enforcement, Department of one stop center (OSC), Department of
      parks and recreation, Department of information and communication technology
      and the last department is the Department of law.


6.0   ROLE AND FUNCTION OF DEPARTMENT
      6.1    Building Department

            Process building plans approval
            Carry out enforcement tasks regarding carrying out development projects
            Examine buildings for the purpose of CF production
            Provide a building plan project design and manage Council’s building
             projects

      6.2    Department of engineering

            Coordinate infrastructure construction such as roads, drainage and street
             lamps by developers
            Coordinate service agency works such as TNB, Telekom and JBA/PUAS
            Provide infrastructural maintenance service
            Maintain public facilities projects which had been given to the Council
             and developers
            Coordinate Council construction projects
            Maintain Council assets such as halls, stalls, stadiums and others
            Maintain Council-owned vehicles


                                                                                         7
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



            Enforce Act 133 by overseeing Construction Works (Land and
             Infrastructure Works) which has been carried out by developers

      6.3    Department of finance

            Manage Council’s annual financial statement.
            Manage matters regarding Council’s assessment taxes.
            Process and issue payment to contractors and suppliers.
            Manage salary and allowance of employees
            Provide Council’s annual expenditure

      6.4    Department of management service

            Manage the administration of MBSA Departments.
            Carry out general administration tasks.
            Handle the management of manpower
            Increase management of quality and productivity
            Coordinate Meetings in MBSA levels
            Organization and research development matters.
            Manage acquisition of supply and stock.

      6.5    Corporate Department

            Public and media relations.
            Provide public information and queries.
            Development of youth programs and sports.
            Arts and tourism programs.
            Community programs.
            Publish Council’s official materials.
            Secretaria to the Residents Representative Council (MPP).




                                                                              8
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      6.6    Department of planning
            Land Management
             Process Approval Applicationgs for Planning a Layout Plan
            Plan Coordination
             Processing Applications for Building Plans


      6.7    Department of property evaluation and management

            Conduct an evaluation on all properties within the Council area.
            This department responsibly in handling property right
            Issues notices related with Assessment Taxes.
            Store all records related with evaluation and taxes.
            Conduct an insurance evaluation on MBSA buildings.

      6.8    Department of town service

            City services control.
            Environmental maintenance/cleanliness.
            City service planning and development to the highest level of
             achievement.

      6.9    Department of licensing and enforcement

            Manage issuing of all types of licenses and permits.
            Control and ensure that all license and permit applications abide by the
             licensing conditions and laws.
            Oversee all types of licenses and permits for the purpose of renewal and
             cancellation.
            Provide counsel services regarding guidelines and licensing conditions to
             applicants.
            Conduct studies on all types of problems relating to licensing.


                                                                                         9
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



            Propose policies and conditions related to licensing such as hawkers,
             advertising boards, entertainment and others.
            Secretariat to study and process license application.

      6.10   Department of one stop center (OSC)
            Receive and check land development applications, planning approvals and
             building plans by referring to an application checklist.
            Examine applications received fulfill the basic requirements or conditions
             set.
            Conduct a circulation of development proposal application to relevant
             departments to be processed and relevant technical departments/agencies
             for reviews and views.
            Oversee applications that had been circulated to the technical
             departments/agencies.
            Inform to the One Stop Center Committee regarding applications that have
             been accepted.
            Obtain further feedfack from technical agencies should there be any issues
             or problems.
            Coordinate and distribute working papers of development proposals with
             pre-calculation plans to obtain approval from the One Stop Center
             Committee.


      6.11   Department of parks and recreation

            Planning and management of landscape projects.
            Process landscape plans.
            Maintenance of recreational parks and Taman Tasik Shah Alam.
            Management of Nurseries and Taman Anggerik (Orchid Park).




                                                                                     10
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      6.12   Department of information and communication technology

            Plan, develop and carry out ICT usage with covers all MBSA work fields.
            Provide the latest ICT facilities to MBSA workforce.
            Provide exposure and acculturalize ICT to MBSA workforce.

      6.13   Department of law

            Provide legal counsel services and carry out prosecution in Court.
            Prepare and check agreement letters.
            Draft and amend By-Laws, rules, instructions and methods.
            Hold legal education to Council members.
      

7.0   LIST OF INFORMATION SYSTEM


      As to implement the important function and responsibility in the MBSA,
      Information System Department or known as Information and Communication
      Technology (ICT) Department in the MBSA, it should have systems that can help
      the work operation. Below, list of the online services and application system that
      have been provided in MBSA by ICT Department.


      7.1     Online services:
                      -     Tax online
                      -     Invoice online
                      -     Public complaint online
                      -     Compound online
                      -     License online
                      -     Court and hall rental




                                                                                     11
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      7.2       Application system:
                         -    E-Lesen
                         -    E-Stock
                         -    E-Aduan
                         -    E-Kenderaan
                         -    E-Projek
                         -    E-Kompoun
                         -    Accounting system
                         -    Document management system
                         -    Hollow lot management system
                         -    Funding and loan system
                         -    Variety bill system
                         -    Water bill system
                         -    Information and assessment properties system


8.0   Brief explanation, function and objective of each IS
      8.1       Building Department

               Respond to acceptance consideration correspondence which is not
                received at the counter in a period of 5 working days in all
                departments/divisions.
               Process pre-check applications for new proposal plans in a period of 30
                working days from the date of receive with application conditions that
                abide by the Council’s conditions.
               Process complete applications for new proposal plans within 20 workings
                days from date of receive with application conditions that abide by the
                Council’s conditions.
               Process and issue beginning of work letter for bungalow plans applications
                and additional/amendments for residences on the same day of receival of
                receipt is enforced after 3 days from the letter date with application
                conditions that abide by the Council’s conditions.
               Process and issue Certificate of Fitness as well as issuing a supportive
                letters of collateral money to the Department of Finances within a period
                of fourteen (14) working days from the date of receiving ‘E’ Form with
                the condition that construction is constructed according to approved plans
                and a clean sit as had been set by the Council.


                                                                                       12
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      8.2    Department of engineering

               Respond to acceptance consideration correspondences which has not be
                received at the counter within 5 working days in all
                departments/divisions;
               Take action on all complaints within five (5) working days from the
                date the complaint was received;
               Process and issue a review on all permit applications within fourteen
                (14) working days from the date of receiving completed documents.
                Permit approval letters will be issues within fourteen (14) working days
                after reacceptance date once all reviews and conditions have been met;
               Issue supportive letters for collateral return applications to the
                Department of Finances with ten (10) working days from the date of
                receiving complete application documents;

      8.3    Department of finance

               Respond to acceptance considerations correspondences which have not
                been received at the counter within 5 working days in all
                departments/divisions.
               Settling payments within a period of 12 working days from the date of
                receiving completed documents from other departments.
               Provide and approve Annual Budget at the latest the 3rd of November
                for each year (according to acts) or according to the State
                Government’s orders (SUK).
               Present Financial Statement of the previous year in the Council
                Meeting at latest 31st May of each year.

      8.4    Department of management service

               Respond to acceptance considerations correspondences which have not
                been received at the counter within 5 working days in all
                departments/divisions.
               Manage matters pertaining to the intake of employees within a period of
                3 months from the date the ad was released.
               Process claims for payment of clinics for employees within a period of
                7 days from the date of receiving invoices from panel clinics.
               Provide and send retirement documents to the JPA Pension Division to
                be processed 3 months before reaching the age of retirement or date of
                retirement which has been certified by the Council;




                                                                                      13
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      8.5    Corporate Department

               Respond to acceptance consideration correspondences which were not
                received at the counter within a period of 5 working days in all
                departments/divisions.
               Respond to all queries regarding the Shah Alam City Council (MBSA)
                and Shah Alam through phone calls (extension 250 & 373) and counters
                within 10 minutes;
               Provide feedback regarding renting of government equipment usage
                within seven (7) working days from the date of receiving application
                letter.
               Process payment bills within a period of 14 working days to be given to
                the Department of Finances subject to completed documentation.

      8.6    Department of planning

               Process permissible application for planning layout plan within a period
                of 99 days subject to acceptance of support from the External Technical
                Department and date of meeting.
               Respond to acceptance consideration correspondences which were not
                received at the counter within a period of 5 working days in all
                departments/divisions.
               Process and give approval for Planning Permission to Exchange Use of
                Building within a period of 60 days.
               Provide a planning review for approval applications for building plans
                within a period of 14 days from the date of receiving plans.

      8.7    Department of property evaluation and management

               Respond to acceptance consideration correspondences which were not
                received at the counter within a period of 5 working days in all
                Departments/Divisions.
               Results of objections will be informed at the most one (1) month from
                the date of Objection Hearing.
               Stall/Market (with invitation) applications through advertisements are
                processed within a period of 1 months from the closing date of the ad.




                                                                                     14
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      8.8    Department of town service

                Respond to letters that were not received at the counter within a period
                 of 5 working days.
                Ensure trash collection services are carried out according to the set
                 schedule.
                Issue a Food Handler’s Card within a period of 14 working days from
                 the date of receiving complete application

      8.9    Department of licensing and enforcement

                A completed Composite License Application is processed and given
                 results within a period of five (5) weeks of working days from the date
                 the application had been received.
                Hawker’s licenses/permits application which has been completed will
                 be processed and given a period of two (2) weeks of working days from
                 the date application was received.
                Other completed licenses/permits application will be process and given
                 a results within a period of 2 weeks of working days from the date the
                 application was received.

      8.10   Department of one stop center (OSC)

                Receive simultaneous development application (land development, plan
                 and building plan permission) that has been completed at the
                 Department counter in a period of (1) day.
                Receive development application separate from land development
                 proposal, planning permission, building plan, main infrastructure plan,
                 main engineering plan, main road lamp plan and landscape plan which
                 has been completed at the Department’s counter within a period of (1)
                 day.
                Distribute simultaneous development application and separate
                 development to MBSA external and internal technical agencies within
                 (1) day.
                Conduct supervision on MBSA External and Internal Technical within
                 a period of (14) day after the distributed application.




                                                                                        15
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      8.11   Department of parks and recreation

                Respond to acceptance consideration correspondences which were not
                 received at the counter within a period of 5 working days in all
                 departments/divisions.
                Process and provide landscape plan review within a period of fourteen
                 (14) days after receiving completed landscape application.
                Take action within a period of one (1) hour after receiving emergency
                 work instructions and settle cleaning works within a period of 24 hours.
                Repair damages to children’s playground equipment, broken swings
                 and repair goal door or embank in muddy areas within a period of seven
                 (7) working days.

      8.12   Department of information and communication technology

                Respond to all acceptance consideration correspondences which were
                 not received at the counter within 5 working days in all
                 departments/divisions.
                Identify and provide feedback to complaints regarding hardware and
                 software computer problems within a period of 24 working hours.
                Repair hardware damages within a period of 14 working days for small
                 problems of replacing other hardware’s.

      8.13   Department of law

                Respond to letters received at the counter and through post within a
                 period of 5 working days in all Departments/ Divisions.
                Manage solution of compound payment rate appeal within a period of
                 15 minutes.
                Manage preparation and checking of agreement and rental documents
                 within a period of 21 working days from the date of receiving the
                 application.
                Tend to and settle process of clients’ complaints within a period of 7
                 working days.




                                                                                          16
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



9.0   Types of IS

      The IS system use in MBSA system is the transaction processing system (TPS).
      Information system that captures and processes data generated during an
      organization’s day-to-day transactions. A transaction is a business activity such
      as a deposit, payment, order or reservation.

      Transaction processing systems were among the first computerized systems
      developed to process business data – a function originally called data
      processing. Usually, the TPS computerized an existing manual system to allow
      for faster processing, reduced clerical costs and improved customer service.

      The first transaction processing systems usually used batch processing. With
      batch processing, transaction data is collected over a period of time and all
      transactions are processed later, as a group. As computers became more
      powerful, system developers built online transaction processing systems. With
      online transaction processing (OLTP) the computer processes transactions as
      they are entered. The registration administrative assistant enters your desired
      schedule and the computer immediately prints your statement of classes. The
      invoices, however, often are printed using batch processing, meaning all student
      invoices are printed and mailed at a later date.




                                                                                     17
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



       Details of Selected IS
10.0   INFORMATION SYSTEM DEPARTMENT
10.1   Information system background
       The implementation of computer system at the MBSA was beginning since 1987.
       Start in that year, MBSA is always increasing the information technology using
       among their staff in a line with the concept of Selangor Maju 2010.


       The information technology using was given the big impact to the staff’s attitude
       changes and further on to increase their productivity along with the overall
       council. The technologies that have been used also were increased from time to
       time suitable with the requisite and the current technology evolution. Till now, the
       council was implemented about 25 of application system, which all have their
       own function to facilitate the council administration affair in to serve an efficient,
       effective, punctual and friendly service to the Shah Alam community.


       The overall activity or common responsible of the Information System
       Department (ISD) is to handle an application system in two week period of
       working day for a little bit problems. Other than that, ISD also identify and
       respond for the complaint of hardware and software in twenty-four hours in work
       time. Another task is to repair any damage hardware in twenty-four hours for
       small problem and replace with another hardware device. ISD is responsible to
       process a payment bill for Financial Department depending on a complete
       documentation. Besides that, it’s function as to reply any letter receiver
       electronically in one week for all departments in the MBSA. As a nutshell,
       Information System Department has important roles to make sure the operations
       of organization are smooth and efficient.




                                                                                          18
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



11.0   Functional description of IS


       11.1   Department Leader
              The Department leader functions as a leader to manage the overall staff in
              the ICT Department. She is responsible to the ICT Department in
              planning, monitoring and controlling the staff and department operation.
              She also acts as a person that delegated with the top management of the
              MBSA in order to achieve the MBSA mission and objective. Besides that,
              she is responsible to setup the short-term planning for the ICT Department
              as to give excellent services to the public and to the staff. Another
              responsibility is to conduct the meeting of the ICT Department.


       11.2   System Analyst Officer
              The System Analyst Officer responsible to operate and implementing the
              manager planning in term of develop the system and organize the staff in
              the ICT Department. She has a full responsible in setting the new product
              and produces it either for public use or organization operation. In addition,
              she should be to seek any initiative in order to have a good product for the
              organization such as to seek a vendor so that they will produce a better
              system for the organization.


       11.3   Technician
              In the ICT Department, there are having two technician under technical
              and operation unit that have a responsible to repair and maintenance the
              hardware resources.




                                                                                        19
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



       11.4   Information Assistant Officer
              In the MBSA, there are having about 23 Information Assistant Officer that
              are divided into for group; Exertion System Unit, Research and
              Development System Unit, Technical and Operation Unit and Multimedia
              and PKIT Unit. Every unit has the responsibilities and function. For the
              Exertion System Unit, function as to exertion the system in the MBSA, the
              Research and Development System Unit responsible to doing the research
              and develop the new system for the MBSA, the Technical and Operation
              Unit responsible to the hardware resources in term of maintenance and
              troubleshooting of the hardware. The last unit is Multimedia and PKIT
              Unit that responsible to develop the multimedia such as digital board and
              website and also function as a teacher at the PKIT which have a full
              responsible regarding to the premise of PKIT.


12.0   IS Components
       Components resources can be defined as the all major resources such as people,
       hardware, software, data and network. These components resources are play an
       important roles in order to achieve the organization’s mission by perform the
       system activities effectively. All components resources are related each other and
       every resource have their own functions and responsibility.


       12.1 People
              People resources are people who are required for the operation of all
              information systems. These people resources include end users and
              information System (IS) Specialists. End users or also called users or
              clients are people who use an information system or the information it
              produces. They can be customers, salesperson, engineers, clerks,
              accountants, or managers. Most of us are information system end users
              and most end users in business are knowledge workers, that is people who
              spend most of their time communicating and collaborating in teams and
              workgroups and creating, using and distributing information. Meanwhile,

                                                                                      20
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



             IS Specialist are people who develop and operate information systems.
             They include systems analysts, software developers, system operators and
             other managerial, technical and clerical IS personnel.


             As can see in ICT department’s chart, there are 3 units under ICT
             department which are System Application Unit, General Administration
             Unit and PKIT and Technical Operation Unit and consists 29 staffs. The
             chief of this department is Shamsiah Osman. Under her administration is
             Noraziah Masara, an Information System Officer (System Analyst) who
             handles System Application Unit, Umi Aida Abdul Malik, an Information
             System Officer who handles Technical, Operation and PKIT Unit and
             Norafidah Mohd Noor, an Administration Assistant who handles General
             Administration Unit.


             Noraziah Masara is become Head of System Application Unit. She has
             responsible to organize and develop the systems that are provided in ICT
             department. There are two sub units under System Application Unit which
             are Exertion System and Research & Development System (R&D). Staffs
             in Exertion System are responsible to develop systems in MBSA. There
             are 9 staff and divided into three teams and known as Application System
             Exertion Unit. The teams are Financial, Revenue and Variety. Each team
             is responsible to develop system according to their functions. For
             Research & Development System (R&D), there are four staffs that are
             accountable to make research about new systems in MBSA in order to
             implement the MBSA’s services to residents.


             Norafidah Mohd Nor is an Administration Assistant and responsible to
             serve to all staffs in administration work in ICT department include
             photocopy, typing work and so on.




                                                                                  21
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



             Umi Aida Abdul Malik is Head of Technical, Operation and PKIT (Pusat
             Komuniti IT) Unit. There are two sub units under this unit which are
             Technical and Operation and Multimedia and PKIT. About 12 staffs are
             handles this unit.


             For Technical and Operation, three staffs are who manage the technical
             tasks. They are responsible to repair computers and other hardware
             devices, control network, troubleshoot technical issue like update anti-
             virus, new technologies, security like firewall and many more. They are
             also find the solutions for technical problems like how to store large data
             and make discussion with System Application Unit how to manage the
             system that have been developed like “Kaunter Bergerak”. In this unit also
             have two staffs who act as Computer Technician. There are 7 staffs that
             handle Multimedia and PKIT. They act as teacher and technician in every
             PKIT that they handle. Rushda Alias is responsible to take care to all
             hardware and software in PKIT and able to repair these entire devices if
             problem happen. There are about six PKIT in Shah Alam.


      12.2   Hardware
             Hardware resources include all physical devices and materials used in
             information processing. This includes the machines for the physical
             devices (computers, peripherals, telecommunications networks, etc.) then
             the media that all tangible objects on which data are recorded (paper,
             magnetic disks etc.) The term hardware refers to machinery and all of its
             support equipment’s. Among the support equipment’s are input and output
             devices, storage devices and communications devices.




                                                                                     22
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      12.3   Software
             The term software refers to computer programs and the manuals (if any)
             that support them. Software Resources include all sets of information
             processing instructions. Computer programs are machine-readable
             instructions that direct the circuitry within the hardware parts of the CBIS
             to function in ways that produce useful information from data. Programs
             are generally stored on some input / output medium-often a disk or tape.
             Procedures are set of instructions used by people to complete a task.
             Examples of software resources are system software such as an operating
             system program, which controls and supports the operations of a computer
             system.


      12.4   Network
             Telecommunication technologies and networks like the internet, intranets,
             and extranet have become essential to the successful electronic business
             and commerce operations of all type of organizations and their computer –
             based information systems. The concept of network resources emphasizes
             that communication technologies and networks are a fundamental
             resources   component     of   all   information   systems    that   include
             communication media such as twisted-pair wire and satellite wireless
             technologies, and network support like internet browser package.


             The network resources that are used in the MBSA is a fibre-optic
             backbone, ATM Switching and 10/100 base-T for the internal and external
             network. MBSA used the Local Area Network (LAN) and Wide Area
             Network in order to connect each other department in the MBSA and also
             their branch at Sungai Buloh and Seksyen 17. To connect these, they used
             SUWA connection in 64 kbps for LAN connection and 512 kbps for WAN
             connection. They used WAN connection to access the internet and for the
             vendor management.


                                                                                      23
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



             For the internal connection that are used LAN connection, there are have
             12 terminal and every terminal have a switching can connect in many
             types of computer. So, the center of connection in the first floor
             (Administration Department) used Omini Switch-9. For the external
             connection, there are having three terminal are Sungai Buloh office,
             Seksyen 17 office and Drive-In Counter (outside). Every floor has
             terminal, so ICT Department at the first floor function as center of the
             terminal that centralized the overall connection in the MBSA.


      12.5   Data
             Data constitutes a valuable organizational resource. Thus, data resources
             must be managed effectively to benefit all end users in an organization.
             The data resources of information systems are typically organized into:
             Data are facts that are used by program to produce useful information.
             Like programs, data are generally stored in machine-readable from on disk
             or tape until the computer needs them.




                                                                                   24
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



13.0   IS ACTIVITIES
       13.1   Login into the system
       After click or enter the MBSA website, the user have to register to use the service
       or the bill but if the user just want to view, user don’t have to login. The users
       have to register and get the user ID and the password in order to use the service or
       the bill payment transaction.


       13.2   Valid ID and Password to login
       If the User ID and Password is valid, the system front page will appear and the
       user can use the system.


       13.3   Rejection if Invalid ID and Password
       If the User ID and Password is not valid, the error box will appear. User need to
       click the “New User/Sign up” link in order to register as a system members. The
       registration form will be appearing and users need to fill in all the information that
       needed.


       13.4   Edit profile or the detail of the user
       The user can customize the profile or make any correction if the user want make a
       mistake or any update about the user information. The process of editing,
       updating and deleting profile can be performing here.


       13.5   Making a payment
       The payment can be done in the MBSA website page after the user login to the
       site. The user have to choose with payment transaction that want to make and
       using the credit card or the debit to make the payment. After conform the payment
       the user need to check the service that use whether is correct or not and then click
       the payment button to complete the transaction.




                                                                                          25
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



       13.6   Report
       The report will send to the user mobile phone to make sure there are nobody else
       using the card. The notification of the MBSA will send to the user every time the
       users make a transaction.


14.0   HARDWARE, SOFWARE CONFIGURATION


       14.1   SOFTWARE
              The concept of software resources consist all sets of information
              processing instructions. This generic concept of software includes the sets
              of operating instructions called programs, which direct and control
              computer hardware, and the set of information processing instructions
              called procedures that people need. The software resources are important
              in the form of information processing instructions and procedures in order
              to properly capture, process, and disseminate information to their users.


              The software resources in the ICT Department of MBSA are managed by
              Application System Department headed, Madam Noraziah Masara. About
              90% software resources that are used to develop the system is used the
              Power Builder 5.0/7.0 software and another are Confusion, MapInfo,
              SYBase 3.0, DIVA and JAVA. The overall systems in the MBSA are
              developing by using the Power Builder 5.0/7.0 except Variety system. For
              example, Sistem Aduan used Confusion Software and Geographical
              Information System (GIS) System is used MapInfo software. Another
              system like Sistem Kompoun, Sistem Lesen dan Maklumat Perniagaan,
              Sistem Pengurusan Kenderaan and others are developed by use the Power
              Builder Software. So, all these system have a website that user can use via
              online.




                                                                                          26
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



             MBSA also have vendors that develop the system for the staff and
             customer of MBSA such as Padi Mas, GeoMatika, Ovay Solution and
             others. For example, Electronic Document Management System (EDMS)
             and Electronic Quality Management System were developed by the LPP
             Vendor from Penang. They use the same software with the MBSA so that,
             they will cooperate effectively and the system that developed by the
             vendor will manage by programmer in the MBSA if have any
             troubleshooting. ICT Department not depends on the vendor although they
             buy the system from the vendor.


      14.2   HARDWARE
                    The hardware resources are also important part in the organization
             movement. The concept of hardware resources includes all physical
             devices and materials used in information processing. Specifically, it
             includes not only machines, such as computers and others equipment, but
             also data media that is tangible object on which data are recorded, from
             sheets of paper to magnetic or optical disk.


                    In the MBSA, hardware resources are managed by Department of
             PKIT, Technical and operation headed by Madam Umi Aida Abd Malik.
             MBSA is a big government organization, so it is use a lot of hardware
             resources in order to implement and processing the organization operation.
             The example hardware resources that are used in the ICT Department of
             MBSA are computer, printer, server, laptop and others.




                                                                                    27
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



                     Computer systems such as central processing units containing
              microprocessor and variety of interconnected peripheral devices like
              laptop, desktop, printer is devices that are can be used by all staff in the
              ICT Department. But, certain hardware resources like XDA O2,
              Compound printer are use by person who is responsible to conduct it. For
              example, XDA O2 is used by Madam Noraziah Masara As a system
              analyst to develop system and the enforcement. After they used these
              hardware resources, it must be return back to the MBSA.


                     MBSA have there are have 18 server which can divided into three
              categories are Server, NAS2 Server and Warm Standby Backup Server.
              These servers are controlled by the Technical and operation Unit under
              Department of PKIT, Technical and Operation. The servers are situated at
              the first floor, at the ICT Department. The staff in the ICT Department
              work as a team, so everyone have their own responsible about the use of
              hardware.




15.0   INFORMATION SYSTEM PROBLEM
       15.1   Server Down
                     Server down is not the direct problem that comes from MBSA
              system. Server down means the destruction or any failure of the system
              server for MBSA. The risk of server down happen is high because they
              have only one server room for all the system in all over Malaysia that
              related with MBSA system. The server room is located at the MBSA Head
              Quarters in Kuala Lumpur. If any failure of the server happens, all the
              system that related also will be affected including MBSA system. The
              failure will need a long period of time to recover and re-online.




                                                                                       28
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



      15.2   Software
                    The software is not suitable to the user computer or not update
             with the latest MBSA software. This make the user cannot open the page
             and use the system to make the transaction. Then the software of the
             MBSA also have a problem in term of the server because the server
             receive too much user at one time that make the transaction slow or cannot
             be used by the user like cannot open to the MBSA page.


      15.3   Hardware
                    In term of the place to login to the website, the user needs the
             specific tools to login to the website like the computer to view the
             computer and the internet connection to login to the MBSA website.




                                                                                    29
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



       Performance Of IS
16.0   STRENGTH AND WEAKNESS OF IS (Performance of IS)


       16.1   STRENGTH
              16.1.1 Follow the development of IT in this country. The great example is
                     that MBSA used 3G and GPRS in their service provider and their
                     application.


              16.1.2 The human resources care society in information system
                     department is great. Give lot of programme that takes care of their
                     staff such as give loan to their staff to buy car.


              16.1.3 Have good relationship with other department in MBSA. Every
                     problem happen will solve professionally.


              16.1.4 The network in MBSA is great and very complex.


              16.1.5 All integration systems are link between each other for example
                     human resource profile in Human Resource Department link with
                     salary system in Accounting Department.



       16.2   WEAKNESS
              16.2.1 The division in the organization structure in Information System
                     Department is not very organize. The ISD in MBSA can divide
                     into more unit and sub unit. It important to the flow of organization
                     becomes smoother.




                                                                                       30
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




              16.2.2 Too much plans or programmers the ISD have to organize. It great
                     to ISD more concentrate to the one programmers or plans that give
                     benefit to all residents. It important to ensure they achieve the goal
                     and objective of the programmer before proceed to the other
                     programmers.


              16.2.3 They don’t promote the available services or new service to the
                     customers. Many of the Shah Alam’s residents did not know the
                     services that MBSA had been provided.


              16.2.4 The ISD in MBSA still depend on the vendors to do the certain
                     system. The vendors that the get the tender from MBSA such as
                     Padimas and Geomatika.


17.0   OPPORTUNITIES AND THREAT OF IS


       15.1   OPPORTUNITY


              15.3.1 Become the best Majlis Bandaraya in Malaysia by looking their
                     achievement such as “Kaunter Bergerak” and “K-Trak”.


              15.3.2 To gain their income, MBSA can concentrate to the services that
                     give more income to their financial such as compound, rental, and
                     vacant lot and licensing.


              15.3.3 To grow their department, in terms of services provider. In
                     progress, the water bill payment by using latest technologies.




                                                                                        31
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




      15.2   THREAT


             15.4.1 MBSA in an organization that nonprofit orientation. It hard to ISD
                    to expend their quality of service and application because of
                    limited budget.


             15.4.2 The division of task or job of ISD’s staff still not fair. It happen
                    when one staff need to handle problem that outside their field.
                    Maybe it because of ISD in MBSA still not has enough staff.


             15.4.3 It might be happen that data not accurate by use the Compound
                    System. The wrong of transmission of data can make many
                    problems between MBSA and customers.


             15.4.4 The system that used GPRS maybe have problem because of the
                    coverage not fully cover.


             15.4.5 Need large budget to maintain their devices as they provide many
                    programmer to their residents.




                                                                                     32
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



18.0 Generate and evaluate alternatives
             MBSA has a lot of information about the user and the all the detail on the
      MBSA to be stored and need to be retrieved in the daily life. Information system
      is the platform that manages the data effectively for everyday operation. To
      ensure the data and information used and stored in MBSA is secured, the system
      will make backup on all the information that store on the main server. The
      location of the backup system is not at the same place because it’s safer then the
      same place.
             The backup process is the alternative method or the main key taken by
      MBSA to avoid the data missing by saving the data in other storage and it will be
      at the different place. This action is important for MBSA because they used a lot
      of confidential and private data. So if there is any problem such as data missing or
      disaster happens, MBSA easily will replace all the data that miss or destroy.


19.0 Recommendation and action plan


      There are few suggestions that we would like to include in this report about
      MBSA.
      19.1   MBSA should provide suitable budget in order to implement and upgrade
             its system for providing good services to its residents.


      19.2   Increase more staff that can handle multi task in ICT department. As a
             result each staff can handle their task effectively and efficiency and can
             increase their performance.


      19.3   MBSA can upgrade the Compound System by link directly to the server so
             all the data can keep in accurately and faster.


      19.4   MBSA should provide fully coverage of their systems that use GPRS and
             3G with the aim of give quality services.

                                                                                       33
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




      19.5   MBSA can add more activities and programmes in Information
             Technology area for their residents in order to give current information to
             become knowledge society.


      19.6   Make promotion each services that they have implement to their residents
             in order to make they know each services and facilities that provide for
             them.


      19.7   Increases more “Kaunter Bergerak” in order to help residents who stay in
             rural area to get the services like compound payment, license and many
             more.


      19.8   MBSA must develop by their own the system and not too depending to the
             vendors.




                                                                                     34
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)



17.0   CONCLUSION


       It can be concluded that, Majlis Bandaraya Shah Alam has its goals to increase
       the services performance to all residents in Shah Alam by implementing several
       systems. These systems are provided in ICT Department that handles all the
       facilities, services and network connection in MBSA. The ICT play important role
       in MBSA by maintain, providing and developing the systems that can MBSA
       operate their main function as one of council in Selangor. Without ICT
       department, maybe MBSA cannot achieve it its goals to become “Selangor Maju
       2010”.    There are many units that responsible to make the ICT department
       become successful. The five components which are people, data, hardware,
       software and network have it own functions in order to produce quality services.
       These components cannot stand by itself, they must put together if not the ICT
       department cannot function effectively.


       The overall management of ICT department is operate smoothly because all the
       staffs are divide into teams in term of to implement their functions. Through this,
       all staff can know their function and can fulfill their task in efficient and
       effectively. In the ICT Department just have a clerk to manage about 29 staff
       which is large number of staff, but she still can implement their task because the
       management in computer-based that it can reduce the manpower by the use of the
       system (computer-based) in organize the staff.


       During the research, we have analyzed the SWOT of the MBSA. The particular
       part, MBSA has an excellent management in implementing the organization
       operation. But, in another part we can detect a few weaknesses and threat of the
       MBSA. In order to achieve an excellent movement of organization operation, ICT
       Department should be improve their function and responsibility in term or their
       social work , task implementation and technology use in provide the services and
       fulfill their function.


                                                                                       35
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




REFERENCE

http://www.mbsa.gov.my


Ahmad Sarji (1996) Civil service reforms towards Malaysian’s Vision 2020.
Pelanduk
Publications, Kuala Lumpur.

Ahmad Al - Athari & Mohamed Zairi (2001) Building benchmarking
competence through
knowledge capability. Benchmarking : An Internal Journal 8 (1), pp 70-80.

David Nicholson – O’Brien (2000) Government in the knowledge age-how
governments can lead
with knowledge. Knowledge Management Review 3 (1), pp. 4-30.

Davenport TH et al (1998) Successful knowledge management projects.
Sloan Management
Review 39 (2), pp. 43 - 58.

Hansen MT et al. (1999) What’s your strategy for managing knowledge?
Harvard Business
Review 77 (2), 106 - 117.




                                                                        36
IMS 452: Management of Information Systems Department
SHAH ALAM CITY COUNCIL (MBSA)




Appendix




                                                        37
IMS 452: Management of Information Systems Department

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:87
posted:4/13/2012
language:English
pages:37
Description: Management