Smart Government GV | Governance IND-19

Non-Emergency Response Time

IND-19 = A/B. 2025: 234,144 total hours / 1,605 complaints = 146 hrs/complaint (≈6.1 days avg) via SISPAA PPj. 100% resolution rate, 99.94% resolved within 5 days.

Achieved Level 3 Target
Current Performance
Target
146 hours_per_complaint
Baseline Year
Target Year
Lead Agency
Update Cycle
Last Updated

Performance Progress

Overall Achievement 100%
Baseline: hours_per_complaint Target: 146 hours_per_complaint

Indicator Overview

Putrajaya’s non-emergency response framework is driven by the Integrated Operation Centre (IOC) and the Putrajaya Command Centre (PCC). Perbadanan Putrajaya manages the E-Aduan (SISPAA) system, achieving a 100% resolution rate with an average response time of 146 hours per complaint in 2025. Platforms like eRest and FOAMMS further enhance facility operations and public feedback monitoring.

Indicator Requirements

Numerator

Total number of hours from initial call / form submission taken to respond to all complaints made through the city's non-emergency system.

Denominator

Total number of complaints received by the city's non-emergency system.

Evidence Requirements (Auditor Checklist)

Indicator 19 = A / B A. Numerator : Please state the total hours taken to resolve complaints made through the city’s non-emergency system from the initial call / form submission for the assessment year. 2025 value: 234,144 hours. (upload document) B. Denominator : Please state the total complaints received through the non-emergency system for the assessment year. 2025 value: 1,605 complaints. (upload document) Result: 234,144 / 1,605 = 146 hours per complaint (≈6.1 days)

Delivered By

Initiatives actively contributing to this indicator's achievement.

E-Aduan (SISPAA) — Public Complaint Management System Perbadanan Putrajaya
Operational

1,605 complaints resolved in 2025 — 100% resolution rate, avg 146 hrs/complaint (6.1 days), 99.94% closed within 5 days. Total hours: 234,144. Portal: ppj.spab.gov.my

View Initiative
eRest Perbadanan Putrajaya
Operational

Putrajaya Public Toilet Monitoring & Feedback System

View Initiative
FOAMMS Perbadanan Putrajaya
Operational

Facility Operations, Asset & Maintenance Management System

View Initiative
Integrated Operation Centre (IOC) Perbadanan Putrajaya
Operational

Unified Situational Awareness & Incident Command for Putrajaya

View Initiative
Putrajaya Command Centre (PCC) Perbadanan Putrajaya
Operational

The Central Nerve Centre of Smart Putrajaya Operations

View Initiative

Standards Reference

ISO Ref.
MS ISO 37122:2019
Indicator ID
IND-19
Category
GV - Governance
Data Source

Part of Component

Smart Government

Leveraging digital governance, data-driven policy-making, open data platforms, e-services, cross-agency integration, ...

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