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Service Items & Service Quality Standard

The following Performance Pledge items are certified by the Committee of Public Services Assessment

Pedagogic Affairs Department

Seq Service Items Seq Service Indicators Expected Achievement Rate
1 Application for testimonial 1 Ready for collection after the 3rd working day from the day of application fee settlement 93%
2 Application for academic report 2 Ready for collection after the 3rd working day from the day of application fee settlement 93%
3 Application for locker 3 Ready for use after the 2nd working day from the day of application fee settlement 100%
4 Application for replacement of student card 4 Ready for collection after the 3rd working day from the day of application fee settlement 100%
5 Application for course description 5 Ready for collection after the 3rd working day from the day of application fee settlement 100%
6 Application for checking examination result 6 Reply within 2 working days after the day of application approval 98%
7 Application for deferral of study 7 Reply within 2 working days after the day of application approval 98%
8 Application for resuming of study 8 Reply within 2 working days after the day of application approval 98%
9 Course application 9 At Registry Counter: Completed within 10 minutes upon receipt of all required documents (excluding queuing time) 95%
10 Student counselling service 10 Reply on the same day(excluding queuing time) 95%
11

Enquiries on academic qualifications

 11 Reply within 3 working days after the day on which all required information are received 95%
12 Posting of accredited acceptance letter issued by the Tertiary Education Services Office 12 Posted 10 working days before registration day 98%
13 Verification of registration status of non-local students 13 Reply before the response deadline 98%

Library

Seq Service Items Seq Service Indicators Expected Achievement Rate
1 Circulation Services – Borrow books 14 Completed within 4 minutes (excluding queuing time) 98%
2 Circulation Services – Return books 15 Completed within 4 minutes (excluding queuing time) 100%
3 Circulation Services – Renew books 16 Completed within 4 minutes (excluding queuing time) 100%
4 Circulation Services – Request books 17 Completed within 4 minutes (excluding queuing time) 98%
5 Special request to checkout newly arrived items 18 Reply within 2 working days 100%
6 Response to queries on library general information through e-mails or letters 19 Reply within 3 working days 95%
7 Confirmation of library meeting room reservation 20 Reply on the same day 100%
8 Confirmation of library tour application 21 Reply within 4 working days 95%

Educational Hotel

Seq Service Items Seq Service Indicators Expected Achievement Rate
1 Accommodation Services – Reservation enquiries 22 Completed within 20 minutes 99%
2 Accommodation Services – Check-in 23 Completed within 10 minutes 100%
3 Accommodation Services – Concierge service 24 Completed within 8 minutes 95%
4 Accommodation Services – Booking of recreational facilities 25 Completed within 8 minutes 95%
5 Accommodation Services – Shuttle service 26 On time (based on the schedule) 99%
6 Accommodation Services – Check-out 27 Completed within 15 minutes 99%
7 Accommodation Services – Housekeeping service 28 Completed within 1 hour 100%
8 Accommodation Services – Laundry service (Normal) 29 Return on the following day 99%
9 Accommodation Services – Laundry service(Express) 30 Return on the same day 99%
10 Event Services – Venue quotation (guestrooms and coffee breaks inclusive) 31 Completed within 5 working days 100%
11 Event Services – Provision of detailed final bill after the event 32 Completed within 10 working days 100%
12 UTM Student Hostel Services – Re-application 33 Reply via email within 10 working days after the application is closed 95%

Educational Restaurant

Seq Service Items Seq Service Indicators Expected Achievement Rate
1 Food and Beverage Services – Reply reservation via e-mails (during office hours) 34 Reply on the same day 100%
2 Food and Beverage Services – Reply reservation via e-mails(after office hours) 35 Reply within the next working day 100%
3 Food and Beverage Services – Reply reservation via online reservation system 36 Confirm on the same day 100%
4 Food and Beverage Services – Complete settling payment 37 Completed within 8 minutes 100%
5 Food and Beverage Services – Menu Quotation 38 Provided within 3 working days 100%

Public Relations Team

Seq Service Items Seq Service Indicators Expected Achievement Rate
1 UTM Campus Visit Application 39 Replywithin the next 2 working daysupon receipt of application 97%