System enhancement

Introduction

This procedure is to ensure that processes of requests for Information and Communication Technology (ICT) Application System enhancement is attended to in timely manner in order to maintain the business efficiency and effectiveness.

Scope
This procedure is applicable to the following aspects of enhancement request:

a) Establishment of new/additional features, module etc.
b) Application for additional user access account.
c) Broadcasting of announcement for programs activities.

Process

1. Receive ICT Enhancement Request
Whenever there is an enhancement requested to any of the ICT Application System in the office, the ICT Technician shall refer to the relevant parties by submitting the required form as follows.

• Refer to HOD ICT Sector of Pustaka Negeri Sarawak for enhancement of;

No.	Request	Form
1	Setting up additional and hanging of user access account in ANGKASA Library Management System.	ANGKASA User Access Request Form (UAR)
2	New/additional access account or intranet, printer, photocopier, server.	ICT Service Form (ISF)

• Refer to ICT Technician at SAINS for enhancement of:

No	Request	Form
1	New/additional features and module in ANGKASA Library Management System.	Service Request Form for ANGKASA Library Management System (SRF)
2	Broadcasting of announcement for programs/activities.	Service Request Form for ANGKASA Library Management System (SRF)
3	New access account for ANGKASA Library Management System.	Service Request Form for ANGKASA Library Management System (SRF)
4	New account for email, Sarawaknet and internet.	System Account Request Form (SAR)
5	New access accounts for ICT application systems e.g. PROACTS, WAS Application System, HRPays, StAFS Accounting System etc.	System Account Request Form (SAR)
6	New/additional features and module for ICT Application System e.g. PROACTS, WAW Application System, HRPays, StAFS Accounting System etc.	Change Request Form (CRF)

As soon as ICT enhancement request is received from the user The Head of Sector (HOS) or Designated Officer (DO) concerned shall immediately endorse the request.

• All requests shall be referred by faxing/handing over/electronic mail (scanned copy) immediately to the ICT Personnel.
  

• Any request made as per item 1.1.1(1), the ICT Personnel shall attend to the request by referring to Handling of Internal ANGKASA User Access Request Guideline.
  

• Any request made as per item 1.1.2(2) above, the request shall be referred by faxing/handing over/electronic mail (scanned copy) 5 working days before the 1st day of announcement to the ICT Personnel. E.g. if the 1st day of announcement begin on 15 June 2012, the ISF shall be received by ICT Personnel on or before 8 June 2012.
  

• All request for enhancement made shall be attended by ICT Personnel within 5 working days after the date received.
  

• If the requests for enhancement made as per described in item 1.1.1, ICT Personnel shall check and complete the request within 5 days after the date received
  

• For any request attended as per item 1.1.2, contact service provider/SAINS to submit the relevant form via SIANS Online call centre at link
  

2. Verification of Enhancement Work

Upon completion of processing of request of ICT Application enhancement, the ICT personnel shall follow up within 5 days of the request for notification/feedback, verification of proper functioning of the application system from the user before closing the lodge call.

Email notification with docket number shall be received form SAINS for service reference and follow-up purposes.

The docket number shall be written on the designated area on SRT and CRF.

Upon receiving response of completion of work or rescheduling of work from SAINS, the ICT Personnel shall notify the user concerned within 3 working days.

3. Prepare Monitoring table

The Library assistant shall prepare and update the ICT Application System Enhancement Monitoring Table within 15 working days from the date of completion of the ICT Application enhancement works.

After the ICT Application System Enhancement Monitoring Table is received, the HOD ICT Infrastructure shall review and approve the PMF within 3 working days from the date of receiving the ICT Application System Enhancement Monitoring Table.

4. Submission of Record for Review

Upon completion of processing of request of ICT Application enhancement, the Library assistant shall immediately submit the ICT Service Form (ISF) with All relevant correspondences related and ANGKASA User Access Request Form (UAR) by hand to the HOD, ICT Infrastructure for review before filing into the into Enhancement of ICT Application file according to category and month.

After the ICT Service Form (ISF) and ANGKASA User Access Request Form (UAR) are received, the HOD, ICT Infrastructure shall review the ICT Service Form (ISF) and ANGKASA User Access Request Form (UAR) within 3 working days from the date of receiving the ICT Service Form (ISF) and ANGKASA User Access Request Form (UAR).