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MINDEF CAWANGAN SARAWAK

Memberi layanan mesra dan cekap kepada semua pelanggan.
Mengambil tindakan ke atas surat/ masalah dalam tempoh 7 hari dari tarikh penerimaan.
Memproses segala bil atau tuntutan dalam tempoh 2 minggu dari tarikh penerimaan.
Menguruskan rekod-rekod dan perkhidmatan staf awam dengan teratur dan sempurna.
Membantu melaksanakan projek-projek pembangunan KEMENTAH di Sarawak berjalan lancar dan siap mengikut jadual
Melaksanakan semua Lembaga Pelupusan mengikut jadual dan menyampaikan kelulusan dalam tempoh 3 bulan dari tarikh Lembaga Pemeriksa bersidang.
Mengurus sebutharga bernilai RM100,000.00 hingga RM200,000,00 dalam tempoh 2 bulan selepas menerima permohonan.

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MINDEF CAWANGAN SABAH

Memberi perkhidmatan yang cepat, cekap dan mesra kepada semua pelanggan.
Memastikan rekod perkhidmatan dkemaskini dan teratur.
Memastikan urusan pengambilan jawatan-jawatan diselesaikan dalam tempoh enam (6) bulan.
Memastikan pembangunan modal insan melalui peperiksaan Penilaian Tahap Kecekapan (PTK) dilaksanakan mengikut jadual.
Memastikan semua bil dan tuntuan diproses dalam tempoh empat belas (14) hari bekerja dari tarikh penerimaan lengkap.
Memastikan pembayaran gaji emolumen staf awam diurus dengan cekap dan tepat.
Memastikan semua Lembaga Pelupusan dilaksanakan mengikut jadual dan mendapatkan kelulusan dalam tempoh tiga (3) bulan dari tarikh bersidang
Memastikan semua urusan sebutharga selesai dilaksanakan dalam tempoh dua (2) bulan dari tarikh terima permohonan lengkap.
Memastikan semua surat perlu dijawab dalam tempoh tiga (3) hari bekerja dari tarikh penerimaan.

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JABATAN HAL EHWAL VETERAN

Menyemak dan memproses pembayaran faedah persaraansepertiberikutdalamtempohempatbelas (14) hari bekerja dari tarikh penerimaan dokumen yang lengkap.
• Memproses pembayaran Pencen Perkhidmatan, Ganjaran Perkhidmatan / Ganjaran Tamat Perkhidmatan / Ganjaran Ikhsan, Faedah Ganti Cuti Rehat (FGCR), Elaun Tamat Perkhidmatan Mobilisasi (ETPM), Faedah Hilang Upaya, Faedah Kematian Kepada Orang Tanggungan Anggota Tentera yang meninggalduniadalam perkhidmatan.
Permohonan Skim Bantuan Kebajikan Veteran ATM akan diproses dalam tempoh tiga (3) bulan dari tarikh terima permohonan lengkap:
i. Sara Hidup
ii. Persekolahan
iii. Institusi Pengajian Tinggi
iv. Peralatan Pesakit
v. Bencana / Kecemasan

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MALAYSIAN INSTITUTE OF DEFENCE AND SECURITY

Memberi maklum balas berkaitan isu-isu semasa pertahanan dan keselamatan dalam tempoh tiga (3) hari bekerja dari tarikh permohonan diterima.
Menyediakan laporan aktiviti dalam tempoh dua (2) minggu selepas setiap program dilaksanakan.
Melaksanakan kajian dan analisa berkaitan pertahanan dan keselamatan di peringkat kebangsaan dan antarabangsa mengikut tempoh lima (5) hari bekerja dari tarikh permohonan diterima atau tempoh masa yang ditetapkanoleh pemegang taruh / pelanggan.

Menyediakan laporan aktiviti dalam tempoh dua(2) minggu selepas setiap program dilaksanakan.

Melaksanakan kajian dan analisa berkaitan pertahanan dan keselamatan di peringkat kebangsaan dan antarabangsa mengikut tempoh lima(5) hari bekerja dari tarikh permohonan diterima atau tempoh masa yang ditetapkan oleh pemegang taruh / pelanggan.

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INSTITUT PENYELIDIKAN SAINS DAN TEKNOLOGI PERTAHANAN

Permohonan penyelidikan, penyiasatan dan kajian berkaitan teknologi pertahanan dilaksanakan dalam tempoh tiga (3) bulan dari tarikh terima permohonan lengkap.
Menyelesaikan pengujian dan mengeluarkan laporan dalam tempoh tidak melebihi:
i. Satu (1) bulan daritarikh terima permohonan lengkap untuk item bukan tender perolehan; dan
ii. Empat puluh lima (45) hari daripada tarikh sampel diterima di makmal pengujian bagi item tender perolehan.
Melaksanakan kajian dan analisa berkaitan pertahanan dan keselamatan di peringkat kebangsaan dan antarabangsa mengikut tempoh lima (5) hari bekerja dari tarikh permohonan diterima atau tempoh masa yang ditetapkanoleh pemegang taruh/ pelanggan.

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BAHAGIAN KHIDMAT PENGURUSAN

Memproses dan meluluskan status permohonan kenderaan Jabatan satu (1) hari sebelum tarikh perjalanan bagi permohonan yang dikemukakan tiga (3) hari sebelum perjalanan.
Memproses dan melulus permohonan penggunaan ruangan / dewan gunasama (foyer / Auditorium / Dewan Seroja) yang lengkap dalam tempoh satu(1) hari dari tarikh tempahan.
Memastikan pemeriksaan / tindakan diambil berhubung aduan kerosakan dan kebersihan yang diterima dengan lengkap melalui Sistem Aduan Kerosakan dan Kebersihan (SAKK) dalam tempoh satu(1) hari bekerja dari tarikh aduan diterima.
Mengeluarkan Surat Iringan Ketua Jabatan bagi Tujuan Permohonan Pembiayaan Perumahan di bawah Lembaga Pembiayaan Perumahan Sektor Awam(LPPSA) melibatkan semua kakitangan awam Kementerian Pertahanan termasuk di Sabah dan Sarawak dalam tempoh lima (5) hari bekerja dari tarikh dokumen lengkap diterima.
Melaksanakan pemeriksaan oleh Lembaga Pemeriksa Pelupusan (LPP 2) selewatlewatnya dalam tempoh enam (6) bulan dari tarikh surat permohonan diterima.
Memastikan permohonan kelulusan hapus kira yang lengkap dikemukakan kepada Perbendaharaan / Pegawai Pengawal dalam tempoh satu (1) bulan daritarikh akhir diterima.
Memproses permohonan membuka fail peribadi baharu dan permohonan pinjaman fail peribadi yang lengkap dalam tempoh satu (1) hingga tiga (3) haribekerja.
Memproses permohonan pelupusan fail yang lengkap dalam tempoh lima (5) hari bekerja.
Memastikan pengurusan surat dan bungkusan rasmi diselesaikan dalam tempoh satu (1) hari bekerja.

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BAHAGIAN AKAUN

Proses pembayaran diselesaikan dalam tempoh tiga (3) hari bekerja dari tarikh perakuan Arahan Pembayaran disempurnakan oleh Pusat Tanggungjawab.
Menghantar data penerima gaji ke bank gaji dalam tempoh lima (5) hari dari tarikh yang ditetapkan oleh Jabatan Akauntan Negara Malaysia.
Mengeluarkan bil utiliti kepada pengguna sebelum 22 haribulan setiap bulan.
Memberi maklum balas kepada semua pertanyaan pelanggan berkaitan tatacara perakaunan, kewangan dan sistem dalam tempoh tiga (3) hari bekerja dari tarikh pertanyaan diterima.
Mengeluarkan laporan rasmi naziran dalam tempoh empat belas (14) hari dari tarikh exit meeting.

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BAHAGIAN KEWANGAN

Semua Program menerima Waran Peruntukan Am (WPA) dalam tempoh sepuluh (10) hari bekerja dari tarikh penerimaan waran daripada Perbendaharaan.
Semua Program menerima Waran Peruntukan Am (WPA) dalam tempoh sepuluh (10) hari bekerja dari tarikh penerimaan waran daripada Perbendaharaan melaluiPegawai Pengawal.
Permohonan kelulusan kewangan diproses dan diputuskan dalam tempoh empat belas (14) hari bekerja dari tarikh permohonan lengkap diterima.

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BAHAGIAN PENGURUSAN MAKLUMAT

Memastikan perkhidmatan ICT mencapai tahap ketersediaan capaian tidak kurang daripada 99.5%.
Mengambil tindakan awal terhadap semua insiden keselamatan ICT dalam tempoh 4 jam.

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BAHAGIAN PENGURUSAN SUMBER MANUSIA

Cadangan penambahbaikan dan permohonan elaun, kemudahan dan syarat-syarat perkhidmatan serta faedah persaraan Angkatan Tentera Malaysia (ATM) dikaji dan dipertimbangkan untuk dikemukakan ke Agensi Pusat dalam tempoh:

i. 20 hari bekerja dari tarikh cadangan lengkap diterima bagi cadangan yang kompleks

ii. 7 hari bekerja dari tarikh cadangan lengkap diterima bagi cadangan yang tidak kompleks
Memastikan pemakluman tawaran kursus kepada peserta (melalui surat / e-mel) dikeluarkan dalam tempoh sekurang-kurangnya tujuh (7) hari bekerja sebelum tarikh kursus berlangsung tertakluk kepada kelulusan kewangan dan kesediaan medium penyampaian.
Maklum balas terhadap permohonan intervensi diberikan dalam tempoh (7) hari bekerja dari tarikh permohonan diterima.

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DEPOT SIMPANAN PERTAHANAN

Penyimpanan, pengeluaran dan penyelenggaraan 100% Stok Simpanan Pertahanan (SSP) dalam pegangan dilaksanakan seperti berikut:

i. Kuantiti mencukupi 100%

ii. Kerosakan / kecacatan sifar
Pengeluaran Stok Bantuan Kemanusiaan (SBK) dikeluarkan dalam tempoh 8 jam.
Pengeluaran stok Depot Tindakbalas Kemanusiaan Negara (DTBKN) dikeluarkan dalam tempoh 8 jam.
Mengoptimumkan penggunaan ruang pemyimpanan di gudang / stor supaya berada di tahap 60% daripada keseluruhan ruang penyimpanan di DSP.
Tuntutan terhadap invois dan bil dijelaskan dalam masa 14 hari selepas dokumen lengkap diterima.

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BAHAGIAN INDUSTRI PERTAHANAN

Menyediakan Surat Kelulusan Program dan Pelepasan Obligasi Industrial Collaborations Programme (ICP) dalam tempoh tiga (3) bulan
selepas diluluskan oleh Jawatankuasa ICP Committee (IC) KementerianPertahanan.
Mengkoordinasikan aktiviti / program penganjuran pameran pertahanan antarabangsa dalamtempohsatu(1) tahun.
Melaksanakan pemantauan projek Penswastaan Perkhidmatan Katering (PPK) ATM satu (1) tahun sekali bagi setiap zon penswastaan.
Melaksanakan audit keupayaan syarikat industri pertahanan secara berterusan empat (4) bulan dari tarikh permohonan lengkap diterima bagi syarikat yang memohon persijilan keupayaan Malaysian Industry Council for Defence Enforcement and Security (MIDES).
Laporan Tahunan dan Penyata Kewangan (telah audit) Perbadanan di bawah Kementerian Pertahanan dibentangkan di Mesyuarat Jemaah Menteri dalam tempoh tiga (3) bulan dari tarikh laporan lengkap diterima dan seterusnya dibentangkan di Dewan Rakyat dan Dewan Negara.

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BAHAGIAN DASAR & PERANCANGAN STRATEGIK

Menyediakan nota percakapan dan ikhtisar untuk dimajukan ke Kementerian/ Agensi/ Organisasi Antarabangsa/ Tempatan yang berkaitan dalam tempoh tujuh (7) hari dari tarikh penerimaan permohonan yang lengkap.
Memajukan draf nota bantahan diplomatik ke Kementerian Luar Negeri (KLN) dalam tempoh dua (2) hari bekerja dari tarikh penerimaan laporan yang lengkap.
Memberi pandangan kepada Kementerian Luar Negeri berkaitan permohonan kelulusan diplomatik kemasukan pesawat atau kapal tentera asing ke ruang udara dan perairan negara dalam tempoh dua (2) hari bekerja dari tarikh penerimaan permohonan yang lengkap.
Menyediakan dan memajukan jawapan pertanyaan jawab lisan Parlimen ke Pejabat Menteri atau Timbalan Menteri dalam tempoh dua (2) hari sebelum tarikh sesi jawapan di Parlimen.

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PENGUASA KATALOG ATM

Menerima borang permohonan yang lengkap diterima daripada pengilang/pembekal dan memberi maklum balas permohonan kod pengilang dan pembekal dalam tempoh 7 hari bekerja selepas permohonan pendaftaran diluluskan oleh Nato Support and Procurement Agency (NSPA).
Memberi maklum balas permohonan bagi kemaskini data dan kod pengilang dan pembekal dalam masa 7 hari bekerja selepas permohonan diluluskan oleh Nato Support and Procurement Agency (NSPA).

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BAHAGIAN PEROLEHAN

Perolehan bekalan dan perkhidmatan melalui kaedah tender terbuka diselesaikan dalam tempoh seratus lapan puluh (180) hari dari tarikh tutup iklan tender sehingga pengeluaran Surat Setuju Terima (SST).
Memastikan Surat Setuju Terima (SST) ditandatangani dalam tempoh empat belas (14) hari selepas mesyuarat penyelarasan kontrak dimuktamadkan.

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BAHAGIAN PEMBANGUNAN

Proses tender terbuka, perolehan kerja dan perkhidmatan disempurnakan dalam tempoh 120 hari dari tarikh tender ditutup sehingga pengeluaran Surat Setuju Terima (SST)
Proses sebut harga, perolehan kerja dan perkhidmatan disempurnakan dalam tempoh 60 hari dari tarikh sebutharga ditutup sehingga pengeluaran Surat Setuju Terima (SST)
Memastikan dokumen kontrak perolehan perkhidmatan dimuktamadkan dalam tempoh empat (4) bulan selepas Surat Setuju Terima (SST) dikeluarkan.
Mengeluarkan SST bagi tender/ sebut harga bagi kerja dan perkhidmatan dalm tempoh 14 hari dari tarikh kelulusan/ keputusan.
Semua kontrak kerja dan perkhidmatan akan diperbaharui dalam tempoh 14 hari sebelum kontrak semasa tamat tertakluk kepada permohonan lengkap diterima daripada enam (6) bulan sebelum kontrak tamat.
Bayaran bil diselesaikan dalam tempoh tujuh (7) hari daripada semua dokumen lengkap diterima

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URUSETIA MAJLIS ANGKATAN TENTERA

Memajukan urusan yang telah diperakukan oleh MAT kepada Istana Negara dalam tempoh lima (5) hari bekerja untuk mendapatkan perkenan Seri Paduka Baginda Yang Di-Pertuan Agong (SPBYDPA).
Memajukan perkenan SPBYDPA yang diterima daripada Istana Negara dalam tempoh dua (2) hari bekerja kepada Bahagian Perkhidmatan Anggota Markas Angkatan Tentera Malaysia (BPA-MATM)

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UNIT INTEGRITI

Menerima aduan/maklumat dan mengemukakan pemakluman penerimaan aduan/maklumat kepada Pengadu (jika ada) dalam tempoh
1 hari bekerja.
Mengambil tindakan terhadap aduan/maklumat yang diterima melalui Jawatankuasa Menilai Maklumat (JMM) dalam tempoh 1 hari bekerja.
Mengemukakan pemakluman tindakan terhadap aduan/maklumat yang diterima selaras dengan keputusan JMM dalam tempoh 3 hari bekerja.

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BAHAGIAN UNDANG-UNDANG

Memberi nasihat dan pandangan undang-undang yang berkualiti dalam tempoh tiga puluh (30) hari bekerja daripada tarikh penerimaan dokumen dan maklumat lengkap. Bagi isu udang-undang yang lebih rumit akan diselesaikan dalam tempoh enam puluh (60) hari bekerja.
Menyemak dan menggubal draf kontrak dalam tempoh empat belas (14) hari bekerja dari tarikh penerimaan dokumen dan maklumat lengkap. Bagi kontrak perolehan aset pertahanan yang lebih kompleks, akan disemak dan digubal dalam tempoh tiga puluh (30) hari bekerja selepas isu-isu berbangkit berkenaan perkara dasar, teknikal dan kewangan diselesaikan.

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UNIT PETUNJUK PRESTASI UTAMA

Kami komited untuk memastikan:

Pemantauan Laporan Pencapaian KPI Tier – 1 bagi Ketua Setiausaha kepada Pengurusan Tertinggi Kementerian pada setiap suku tahun dan dikunci masuk ke dalam Sistem MyKPI JPA.
Pemantauan Laporan Pencapaian KPI Tier - 2, 3 dan 4 Pemilik KPI kepada Pengurusan Tertinggi Kementerian secara tahunan dan dan dikunci masuk ke dalam Sistem MyKPI JPA.
Sesi libat urus secara dalam talian (emel) bersama semua Penyelaras Pemilik KPI setiap suku tahun bagi tujuan penyelarasan.

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JABATAN KETUA HAKIM PEGUAM

Menasihati Majlis Angkatan Tentera, Lembaga-Lembaga Pemilihan Pegawai-Pegawai Angkatan Tentera Malaysia (ATM) dan mana-mana pegawai ATM mengenai apa-apa perkara dengan kadar segera atau dalam masa dua (2) minggu dari tarikh perkara itu dirujukkan kepada kami, mengikut keperluan.
Menasihati pegawai pengesah dan pihak berkuasa kajian semula mengenai kesahan dapatan dan hukuman mahkamah tentera dengan kadar segera atau dalam masa dua (2) minggu dari tarikh perkara itu dirujukkan kepada kami, mengikut keperluan.
Melantik hakim peguam bagi tiap-tiap kes mahkamah tentera yang khidmat hakim peguam diperlukan dalam masa enam (6) hari dari tarikh permohonan diterima.
Menasihati pihak berkuasa kajian semula mengenai kesahan dapatan atau award perbicaraan terus dalam masa dua puluh lapan (28) hari dari tarikh penerimaan maklum balas lengkap daripada markas yang berkenaan.

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BAHAGIAN AUDIT DALAM PERTAHANAN

Melaksanakan Pengesahan Jawapan Accountability Index Monitoring System (AIMS) bermula dari tarikh lawatan ke Pusat Tanggungjawab (PTJ), Kementerian Pertahanan dan selesai dalam tempoh 5 hari bekerja.
Mengemukakan Pemerhatian Audit (PA) Pematuhan kepada Auditi dalam tempoh 30 hari bekerja selepas pengauditan selesai dilaksanakan.
Menghantar Rancangan Audit Tahunan kepada Bahagian Kawalan Kewangan Strategik dan Korporat (BKSK) sebelum atau pada 31 Januari.
Menghantar Laporan Tahunan kepada Bahagian Kawalan Kewangan Strategik dan Korporat (BKSK) sebelum atau pada 31 Mac.

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UNIT PETUNJUK PRESTASI UTAMA

Kami komited untuk memastikan:

Pemantauan Laporan Pencapaian KPI Tier – 1 bagi Ketua Setiausaha kepada Pengurusan Tertinggi Kementerian pada setiap suku tahun dan dikunci masuk ke dalam Sistem MyKPI JPA.
Pemantauan Laporan Pencapaian KPI Tier - 2, 3 dan 4 Pemilik KPI kepada Pengurusan Tertinggi Kementerian secara tahunan dan dan dikunci masuk ke dalam Sistem MyKPI JPA.
Sesi libat urus secara dalam talian (emel) bersama semua Penyelaras Pemilik KPI setiap suku tahun bagi tujuan penyelarasan.

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LEGAL DEPARTMENT

Provide quality legal advice and opinion within thirty (30) working days from the date of receiving complete documents and information. More complex legal issues will be resolved within sixty (60) working days.
Review and draft contractual drafts within fourteen (14) working days from the date of receiving complete documents and information. More complex defence asset procurement contracts will be reviewed and drafted within thirty (30) working days once issues related to policies, technical, and financial matters are resolved.

Client's Charter

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INTEGRITY UNIT

Receive the complaint and send a notification to the complainant (if any) of the receipt of the complaint within 3 working days.
Take action on complaints for the actions of the Mesyuarat Jawatankuasa Menilai Maklumat) (JMM) until data has been updated and file the complaint within 21 working days.

Client's Charter

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ARMED FORCES COUNCIL

Forwarding matters that have been certified by the Armed Forces Council to Istana Negara within five (5) working days to obtain the approval of His Majesty the Yang Di-Pertuan Agong (SPBYDPA).
Forward the approval of SPBYDPA received from Istana Negara within two (2) working days to the Service Division of the Malaysian Armed Forces Headquarters (BPA MATM).

Client's Charter

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DEVELOPMENT DIVISION

The open tender process, the procurement of work and services is completed within 120 days from the date the tender is closed until the issuance of the Letter of Acceptance (LOA).
The quotation process, procurement of work and services is completed within 60 days from the date the quotation is closed until the issuance of the Letter of Acceptance (LOA).
Ensure that service procurement contract documents are finalized within (4) months after the Letter of Acceptance (LOA) is issued.
Issuing the LOA for tenders/quotations for work and services within 14 days from the date of approval/decision.
All work and service contracts will be renewed within 14 days before the current contract expires subject to a complete application being received from six (6) months before the contract expires.
Bill payment is settled within seven (7) days from receipt of all complete documents.

Client's Charter

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PROCUREMENT DIVISION

Complete the procurement of supplies and services through the open tender method within one hundred and eighty (180) days from the closing date of the tender advertisement until the issuance of the Letter of Acceptance (LOA).
Ensure that contract documents for the procurement of supplies and services are signed within four (4) months from the date of issuance of the Letter of Acceptance (LOA).

Client's Charter

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MALAYSIA ARMED FORCES CATALOGING AUTHORITY

Provide feedback on codification applications within 6 working days after a complete application is received.
Respond to manufacturer and supplier code requests within 7 working days after the completed application form is received from the manufacturer/supplier.

Client's Charter

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POLICY AND STRATEGIC PLANNING DIVISION

Prepare talking points and overviews to be forwarded to relevant Ministries / Agencies / International / Local Organizations within seven (7) days from the date of receipt of the complete application.
Forward the draft of diplomatic objection notes to the Ministry of Foreign Affairs (MOFA) within two (2) working days from the date of receipt of the complete report.
views to the Ministry of Foreign Affairs regarding the application for diplomatic approval of the entry of foreign military aircraft or ships into the country's airspace and waters within two (2) working days from the date of receipt of a complete application.
Prepare and forward answers to Parliament's oral questions and responses to the Minister's or Deputy Minister's Office within two (2) days before the date of the answer session in Parliament

Client's Charter

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DEFENCE INDUSTRY DIVISION (BIP)

Prepare the Letter of Programme Approval and Release of Obligation for the Industrial Collaborations Programme (ICP) within three
(3) months after being approved by the ICP Committee (IC) of the Ministry of Defence.
Coordinate activities/programmes for the organisation of international defence exhibitions within one (1) year.
Conduct monitoring of the MAF Penswastaan Perkhidmatan Katering (PPK) project once a year for each privatisation zone.
Conduct audits of defence industry companies’ capabilities within four (4) months from the date of receipt of a complete
application for companies applying for Malaysian Industry Council for DefenceEnforcement and Security (MIDES) capability
certification.
Present the Annual Report and Audited Financial Statements of the Corporation under the Ministry of Defence to the Cabinet
within three (3) months from the date of receipt of the complete report, andsubsequently table them at the Dewan Rakyat
and Dewan Negara.

Client's Charter

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DEFENCE RESERVE DEPOT

Ensure the storage, production, and maintenance of 100% of the Defence Reserve Stock (SSP) in the holding as follows:
i. 100% sufficient quantity.
ii. Zero Damage/Defects.
Humanitarian Aid Stocks (SBK) is released within 8 hours.
The release of National Disaster Command Centre (NDCC) stock is released within 8 hours.
Optimize the use of storage space in the warehouse/store so that it is at the level of 60% of the total storage space in the DSP.
Settle claims against invoices and bills within 14 days of receiving complete documents.

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HUMAN RESOURCE MANAGEMENT DIVISION

Review and consider proposals for improvements, allowances, facilities, and conditions of service, as well as retirement benefits of the Malaysian Armed Forces (MAF), for submission to the Central Agency within the period of:
i. 20 working days from the date the complete proposal is received for complex proposals.
ii. 7 working days from the date the complete proposal is received for non-complex proposals.
Ensure that notifications of course offered to participants (via letter/email) are issued within a period of at least seven (7) working days before the course date, subject to financial approval and the availability of the delivery medium.
Provide responses to intervention requests within seven (7) working days from the date the request is received.

Client's Charter

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INFORMATION MANAGEMENT DIVISION

Ensure that network services and application systems achieve an access availability level of not less than ninety-nine per cent (99%).
Take action on all (100%) ICT security incidents within four (4) hours from the time the incident is reported or detected.

Client's Charter

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FINANCIAL DIVISON

Ensure that all programmes receive the Warrant of General Appropriation (WPA) within ten (10) working days from the date of
receipt of the warrant from the Treasury.
Ensure that all programmes receive the Warrant of General Appropriation (WPA) within ten (10) working days from the date of
receipt of the warrant from the Treasury through the Controlling Officer.
Process and decide on all financial approval applications within fourteen (14) working days from the date a complete application is
received.

Client's Charter

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ACCOUNTS DIVISION

Ensure that all programmes receive the Warrant of General Appropriation (WPA) within ten (10) working days from the date of
receipt of the warrant from the Treasury.
Ensure that all programmes receive the Warrant of General Appropriation (WPA) within ten (10) working days from the date of
receipt of the warrant from the Treasury through the Controlling Officer.
Process and decide on all financial approval applications within fourteen (14) working days from the date a complete application is
received.

Client's Charter

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MANAGEMENT SERVICES DIVISION (BKP)

Process and approve the status of department vehicle applications one (1) day before the travel date for applications submitted three (3) days prior to the intended travel.
Process and approve applications for the use of shared rooms/halls (foyer, auditorium, Dewan Seroja) within one (1) day from the
date a complete booking request is received.
Ensure that initial action is taken for complete damage and cleanliness complaints through the Damage and Cleanliness Complaint
System (SAKK) within one (1) working day from the date the complaint is received.
Issue the Head of Department Covering Letter for the purpose of housing financing applications under the Public Sector Home
Financing Board (LPPSA), covering all civil servants of the Ministry of Defence, including those in Sabah and Sarawak, within five (5)
working days from the date a complete document is received.
Conduct inspections by the Lembaga Pemeriksa Pelupusan (LPP 2) within six (6) months from the date the application letter is received.
Ensure that complete write-off approval applications are submitted to the Treasury/Comptroller Officer within one (1) month from the final date the application is received.
Process applications to open new personal files and complete personal file loan applications within 1 to 3 working days.
Process complete file disposal applications within five (5) working days.
Ensure that the management and delivery of official letters and parcels are completed within one (1) working day.

Client's Charter

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SCIENCE AND TECHNOLOGY RESEARCH INSTITUTE FOR DEFENCE

Process applications for research, investigation, and studies related to defence technology within three (3) months from the date of receiving a complete application.
Complete testing and issue a report within the following timeframes:
i. One (1) month from the date of receiving a complete application for non-tender procurement items.
ii. Forty-five (45) days from the date the sample is received at the testing laboratory for procurement tender items.
Conduct research and analysis related to defence and security at the national and international levels within five (5) working days from the date the application is received, or within the timeframe stipulated by the stakeholder/client.

Client's Charter

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MALAYSIAN INSTITUTE OF DEFENCE AND SECURITY

Provide views and comments related to current defence and security issues within three (3) working days from the date the application is received.
Provide an initial activity report within two (2) weeks after each programme.
Conduct research and analysis on defence and security matters at the national and international levels within five (5) working
days from the date the application is received, or within the timeframe stipulated by the stakeholder/client.

Client's Charter

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MAF VETERAN AFFAIRS DEPARTMENT

Review and process the payment of retirement benefits within fourteen (14) working days from the date complete documents are received, as follows:
• Payment of Service Pension, Service Reward / End of Service Reward / Ikhsan Reward, Cash Award in Lieu of Accumulated Leave (FGCR), End of Mobilisation Service Allowance (ETPM), Disability Benefits, and Death Benefits to the dependents of military members who died in service.
Process applications under the Malaysian Armed Forces (MAF) Veteran Welfare Assistance Scheme within three (3) to six (6) months from the date complete applications are received, as follows:
• JHEV Welfare and Education Assistance Schemes, namely Bantuan Sara Hidup, Sara Hidup 2, Sara Hidup 3, Schooling Assistance,
Higher Education Institution Assistance, Patient Equipment Assistance, and Disaster/Emergency Assistance.

Client's Charter

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MINDEF SARAWAK

Provide friendly and efficient service to all clients.
Take action on letters or issues within 7 days from the date of receipt.
Process all bills or claims within 2 weeks from the date of receipt.
Manage records and public staff services in an orderly and efficient manner.
Assist in ensuring the smooth and timely implementation of KEMENTAH development projects in Sarawak.
Conduct all Lembaga Pelupusan matters as according to schedule and obtain approval within 3 months from the date the Lembaga Pemeriksa meets.
Manage quotations worth RM100,000.00 to RM200,000.00 within 2 months after receiving the application.

Client's Charter

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MINDEF SABAH

Provide prompt, efficient, and friendly service to all clients.
Ensure that service records are regularly updated and well-organized.
Ensure the completion of recruitment matters within a maximum of six (6) months.
Ensure the timely implementation of Penilaian Tahap Kecekapan (PTK) assessment for the development of human capital.
Process all bills and claims within fourteen (14) working days from the date of complete receipt.
Efficiently and accurately manage the payment of emoluments for public staff.
Ensure the timely implementation of all Lembaga Pelupusan, obtaining approval within three (3) months from the meeting date.
Expedite the completion of all quotation matters within two (2) months from the date of receipt of the complete application.
Respond to all letters within three (3) working days from the date of receipt.

Client's Charter

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DEFENCE INTERNAL AUDIT DIVISION

Implement the Accountability Index Monitoring System (AIMS) answer verification starting from the date of the visit to the Responsibility Centre (PTJ) of the Ministry of Defence and complete it within 5 working days.
Submit the Audit Observation (PA) of Auditee Compliance within 30 working days after completing the audit.
Submit the Annual Audit Plan to the Strategic and Corporate Financial Control Division (BKSK) on or before the 31st of January.
Submit the Annual Report to the Strategic and Corporate Financial Control Division (BKSK) on or before the 31st of March.

Client's Charter

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STRATEGIC COMMUNICATIONS UNIT

Acknowledge the receipt of the complaint to the complainant within 24 hours (working days) after receiving the complaint.
Provide feedback on the status of a complaint that has been acted upon, whether it has been completed or requires further investigation, within 15 working days from the date of receipt of the complaint.

Client's Charter

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JUSTICE ADVOCATE DEPARTMENT

Advise the Armed Forces Council, the Malaysian Armed Forces (MAF) Officers Selection Boards and any MAF officers on any matter immediately or within two (2) weeks from the date the matter is referred to us, as required.
Advise confirming officers and reviewing authorities on the validity of the findings and sentences of courts-martial immediately or within two (2) weeks from the date the matter is referred to us, as required.
Appoint a judge advocate for every court-martial case where the service of a judge advocate is required within six (6) days form the date the application is received.
Advise reviewing authorities on the validity of the findings or awards of summary trials within twenty eight (28) days from the date of receipt of complete responses from the relevant headquarters.

Client's Charter

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QLINK

Warga MINDEF

eFasiliti
Webmail
eRakam
HRMIS
MyMinDef2u
eKemudahan
myPsikologi
iHijrah
Sistem Pemantauan Pengurusan Aset
Sistem Direktori Pegawai Perakaunan
Borang
Portal MyLatihan Kementerian Pertahanan
Sistem Pemantauan Projek Mindef
Sistem Pemeriksaan Aset & Stor Secara Maya (PASSMA)
Sistem Aduan

SISPAA
Sistem Aduan ICT
Sistem Aduan Kebersihan & Kerosakan
Sistem Aduan Integriti
Sistem Pengurusan Meja Bantuan JPM
Perkhidmatan Atas Talian

Jom Masuk Tentera
PESTRA MINDEF
Aplikasi Mudah Alih

eRAKAM
Informasi

Pelan Antirasuah Organisasi Kementerian Pertahanan Malaysia (MINDEF) 2025-2029
Pekeliling Perkhidmatan
Laporan Pencapaian Piagam Pelanggan
Arahan Bahagian Kewangan (ABK)
Sistem Pengurusan Antirasuah MS ISO 37001:2025
Perakaunan Akruan
Kemudahan Rumah Sri Pertahanan & Premis Kementerian Pertahanan
NCAGE & NSN
Pautan

Lembaga Tabung Angkatan Tentera
Pusat Hidrografi Nasional
MiDAS
Koperasi Tentera
PUSPANITA
MIDES
AIMS
ePenyata Gaji

QLINK

MINDEF's Staff

eFasiliti
Webmail
eRakam
HRMIS
MyMinDef2u
eKemudahan
myPsikologi
iHijrah
Sistem Pemantauan Pengurusan Aset
Sistem Direktori Pegawai Perakaunan
Forms
Portal MyLatihan Kementerian Pertahanan
Sistem Pemantauan Projek Mindef
Sistem Pemeriksaan Aset & Stor Secara Maya (PASSMA)
Complaint Systems

SISPAA
ICT Complaint System
SAKK
Integrity Complaint System
SPMB
Online Services

Join the Armed Forces
PESTRA MINDEF
Mobile App

eRAKAM
Information

Ministry of Defence Malaysia (MINDEF) Organisational Anti-Corruption Plan 2025-2029
Service Circular
Client's Charter Achievement Report
Ministry Order Letter (Finance Division)
Sistem Pengurusan Antirasuah MS ISO 37001:2025
Accrual Accounting
Facilities of Sri Pertahanan & Ministry of Defence Premises
NCAGE & NSN
Links

Lembaga Tabung Angkatan Tentera
Pusat Hidrografi Nasional
MiDAS
Koperasi Tentera
PUSPANITA
MIDES
AIMS
ePenyata Gaji

WARGA MINDEF

MINDEF'S STAFF

NATIONAL SERVICE TRAINING DEPARTMENT

Manage and resolve customer feedback within five (5) working days for inquiries and fifteen (15) working days for public complaints.
Resolve all bills and claims from students and suppliers within fourteen (14) working days from the date of receipt of complete applications.
Clarify claims for reimbursement of trainee travel allowances within thirty (30) working days after completion of training, subject to the receipt of complete application documents.
Issue call notices and complete registration procedures within thirty (30) working days before the trainee’s reporting date.
Notify trainees in writing of the status of applications or renewals for deferrals or exemptions within fourteen (14) working days, subject to the receipt of complete applications.
Take immediate action to address emergency and safety situations at the Training Camp within thirty (30) minutes from the receipt of reports.

Client's Charter

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JABATAN LATIHAN KHIDMAT NEGARA

Mengurus dan menyelesaikan maklum balas pelanggan dalam tempoh lima (5) hari bekerja bagi pertanyaan dan lima belas (15) hari bekerja bagi aduan awam.
Menyelesaikan pembayaran semua bil / tuntutan daripada penuntut dan pembekal dalam tempoh empat belas (14) hari bekerja dari permohonan lengkap diterima.
Menjelaskan tuntutan bayaran balik elaun perjalanan pelatih dalam tempoh tiga puluh (30) hari bekerja selepas tamat latihan tertakluk kepada dokumen permohonan lengkap diterima.
Mengeluarkan notis panggilan dan tatacara pendaftaran dalam tempoh tiga puluh (30) hari bekerja sebelum tarikh melapor diri pelatih.
Memaklumkan status permohonan / pembaharuan penangguhan atau pengecualian secara bertulis dalam tempoh empat belas(14) hari bekerja tertakluk kepada permohonan lengkap diterima daripada pelatih.
Mengambil tindakan (respond) awal menangani situasi kecemasan dan keselamatan di Kem Latihan dalam tempoh tiga puluh (30) minit dari laporan diterima.

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UNIT KOMUNIKASI STRATEGIK

Mengeluarkan Nota Kepada Editor (NE) atau Jemputan Media kepada agensi media tempatan / antarabangsa dikeluarkan dalam tempoh dua puluh empat (24) jam sebelum acara.
Memastikan liputan program Kementerian Pertahanan dimuat naik ke platform media sosial rasmi dalam tempoh tidak melebihi dua puluh empat (24) jam selepas tamat pelaksanaan program.
Memantau Laporan Akhbar Harian yang berkaitan dengan Kementerian Pertahanan, Angkatan Tentera Malaysia (ATM), Jabatan dan Agensi setiap hari bekerja sebelum pukul 11.00 pagi.
Memperakui penerimaan aduan kepada pengadu dalam tempoh dua puluh empat (24) jam hari bekerja dan menyelesaikan aduan dalam tempoh lima belas (15) hari bekerja selepas tarikh penerimaan aduan.
Memberi maklum balas permohonan bantuan perkhidmatan Jurufoto atau Juruvideo bagi liputan acara kepada Unit / Jabatan / Agensi dan Kementerian Pertahanan dalam tempoh dua puluh empat (24) jam hari bekerja.

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