| PP Service | Service Quality Indicator | Responsible Unit | |
|---|---|---|---|
| Activity Arrangement | Library Orientation Application | Reply within 2 working days | LIB |
| Library User Service | Providing Online Reference Service to Remote Readers | Complete within 5 working days | |
| Reader’s Requests in Locating Books | Reply within 3 working days | ||
| Queuing Up for General Circulation Services | Complete within 6 minutes in rush hours (11:00 am-14:30 pm), 4 minutes in normal hours (sampling survey only) | ||
| Handling of “Library Item Lost” Procedure | Complete within 3 working days | ||
| Notifying Readers that Hold Item(s) Available for pick up | Complete within 1 working day | ||
| Sending out Overdue Notices | Complete within 1 working day | ||
| Library Collection Management | Cataloging Urgent Request | Complete within 2 working days | |
| Hostels Management | Application for Postgraduate House accommodation | Reply within 7 working days | SAO |
| Postgraduate House check-in procedure | Complete within 1 working day | ||
| Postgraduate House check-out procedure | Complete on the appointment day | ||
| Suggestions and Complaints | General Student Enquiries | Reply within 1 working day | SAO, HC |
| Information Update and Registration | Application for change of personal particulars | Complete within 1 working day | REG |
| Reservation of Facilities |
Venue Application for External Organization | Reply within 10 working days | CSS |
| Venue Application for Internal Unit | Confirm within 6 working days | ||
| Internal group booking for sports facilities | Complete within 2 working days | OSA | |
| Long term visitor housing application | Reply within 3 working days | SFS |
|
| UM visitor parking reservation | Reply within 1 working day | ||
| UM vehicle reservation | Reply 2 working days before the usage date (For car request form for official purpose raised 3 working days or earlier before the usage date) | ||
| Maintenance and Support Services | Classroom Audio-Visual Equipment Support | Handle within 20 minutes | CSS |
| Application for Printing Quota Adjustment | Complete within 2 working days | ICTO | |
| Emergency & incident handling | Arrive and handle within 5 minutes | SFS | |
| Handling of lift & escalator malfunction | Arrive and handle within 5 minutes | ||
| Instant request of classroom usage / Unlocking door application | Arrive the room within 7 minutes | ||
| Lost & Found services | Handle within 5 minutes | ||
| D-line access support | Respond within 15 minutes | ||
| Psychological Counselling Service | Counselling Appointment Request or Referral | Reply within 2 working days | SAO |
| Student Career Services | Uploading Job Advertisements | Complete within 3 working days (starting from receiving completed forms from employing companies) | |
| UM Identification Card Issuance |
Handling of “Library Card Lost” Procedure | Complete within 3 working days | LIB |
| Application for replacement of student campus card | Complete within 2 working days | REG | |
| Outside User Library Borrower’s Card Application | Complete within 4 working days | LIB | |
| Handling Outside Users Checkout & Deposit Refund Procedure | Complete within 7 working days | ||
| Outside Users Applying to Amend Personal Particulars | Complete within 1 working day | ||
| Staff parking monthly pass application | Issue within 2 working days | SFS | |
| Handling of UM Sports Facilities User Card | Complete within 2 working days | OSA |
|
| Handling of UM Fitness Room User Card | Complete within 2 working days | ||
| Handling of UM Swimming Pool Multiple-Entry Pass (Semester Pass / Summer Pass / Annual Pass) | Complete within 2 working days | ||
| Certificate Issuance | Application for testimonial for Mainland China students (for visa extension) | Complete within 1 working day | REG |
| Application for testimonial |
Complete within 2 working days | ||
| Complete within 2 working days
(for postgraduate programmes) |
GRS | ||
| Complete within 3 working days | HC | ||
| Application for transcript |
Complete within 2 working days | REG | |
| Complete within 2 working days
(for postgraduate programmes) |
GRS | ||
| Certified true copy of transcript and graduation certificate | Complete within 7 minutes
(The processing time starts when the original document and copy are ready.) |
REG | |
| Application for Postgraduate House residential student testimonial | Complete within 1 working day | SAO | |
| Status Management | Application for Transfer of Program | Complete within 5 working days after deadline of application | FED, FLL |
| Complete within 8 working days after deadline of application | FBA | ||
| Application for Transfer of Faculty | Complete within 15 working days after deadline of application | FLL | |
| Complete within 8 working days after deadline of application | FBA | ||
| Application for Clearance Procedures (Master degree programmes) | Complete within 5 working days after receiving the application | ||
| Application for withdrawal/deferment of Study | Complete within 3 working days | FST | |
Application for deferment of study |
Complete within 3 working days upon receipt of the application
(For bachelor’s degree programmes) |
FACULTIES | |
| Complete within 6 working days
(The processing time counts from the date when the Treasury Section finishes processing student check out procedures.) |
REG |
||
| Application for resumption of study | Complete within 5 working days
– counts from the next working day after submission of application (for bachelor’s degree programmes) |
||
| Resumption/Readmission of study |
Complete within 3 working days | FST | |
| Complete within 5 working days | FAH | ||
| Resumption/Readmission of study
(for bachelor’s degree programmes) |
Complete within 3 working days | FSS, FHS, FED | |
| Application for withdrawal from study | Complete within 3 working days upon receipt of the application
(For bachelor’s degree programmes) |
FACULTIES | |
| Complete within 7 working days
(The processing time counts from the date when the Treasury Section finishes processing student check out procedures) |
REG | ||
| Withdrawal of Minor Programme | Complete within 7 working days | FSS | |
| Course Management | Application for Course Waiver / Exemption | Complete within 10 working days after application | FED |
| Complete within 10 working days | FLL, FST | ||
| Complete within 15 working days |
FAH, FSS | ||
| Course Retaking Applications for Master Program | Complete within 4 working days | FAH, FED, FLL, FST | |
| Examination | Application for Supplementary Examination (Undergraduate programmes) |
Complete within 10 working days after the last examination | FED, FSS, FST |
| Complete within 7 working days after the last examination | FAH | ||
| Complete within 5 working days after the last examination | FBA | ||
| Application for Resit Examination |
Complete within 5 working days after deadline of application | FAH, FSS | |
| Complete within 10 working days after deadline of application | FST | ||
| Release of Examination Timetable | 1 month before examination period | REG | |
| Student Application and Payment | Enrollment and tuition fee payment of CCE courses | Complete within 15 minutes | CCE |
| Human Resources Services | Application for loan from Caixa Economica Postal | Approve within 3 working days counting from the following day of the request received day | HRS |
| Application for marriage and birth subsidies | Approve within 3 working days counting from the following day of the request received day | ||
| Application for family and housing subsidies | Approve within 3 working days counting from the following day of the request received day (To be released together with the salary of the following month after approval) | ||
| Application for Reimbursement of Medical Expenses for Full-time Staff (Government Hospital and Kiang Wu Hospital) | Approve within 3 working days counting from the following day of the request received day | ||
| Application for reduction of tuition fee | Approve within 2 working days counting from the following day of the request received day | ||
| Application for passage and baggage subsidy | Approve within 3 working days counting from the following day of the request received day | ||
| Application for pre-employment medical check-up subsidy | Approve within 3 working days counting from the following day of the request received day | ||
| Application for furniture subsidy | Approve within 2 working days counting from the following day of the request received day | ||
| Issuance of notification letter for staff progression of scale | Issue within 3 working days counting from following day upon approval of the related proposal | ||
| First issuance and re-issuance of Medical Cards for staff or family members | Issue within 2 working days counting from the following day of the request received day. If a photo can be submitted on report duty day, medical card for staff can be issued on that day | ||
| First issuance and re-issuance of Campus Cards | -First issuance: Complete on the report duty day or the following day upon the receipt of the photo, whichever later -Re-issuance: Complete within 2 working days counting from the following day of the request received day |
||
| Employment Declaration (for active staff) | Counting from the following day of the complete application received day: – Normal Application: 3 working days – With Employment History: 5 working days – With Employment History and Teaching Load: 5 working days |
||
| Issuance of Acceptance Notification for Staff Training Course | Issue within 4 working days counting from the following day of the enrolment deadline | ||
| Procurement Service | Send out Request for Quotation (RFQ) | Complete within 5 working days | PCT |
| Send quotation to users | Complete within 1 working day | ||
| Issue and send PO to vendors | Complete within 1 working day | ||
| Printing Service | Printing Request (less than 1,000 pages) | Complete within 2 working days | CSS |
| Cleaning Request | Cleaning Services Application | Confirm within 2 working days | |
| Communication Services |
Application for Press Release Distribution | Confirm within 2 working days | CO |
| Application for Campus Tour | Confirm within 2 working days | ||
| Application for Advertisement | Confirm within 2 working days | ||
| UMagazine Publication |
Biannual | ||
| UMagazine Distribution |
Complete within 15 working days | ||
| E-My UM Publication |
Monthly e-publication, 10 issues per year | ||
| Outlet Management | Reply on Outlet Service Suggestions | Reply within 3 working days | CSS |
List of Performance Pledge (PP) Servicesericateng Teng Hoi Chi2024-03-11T11:58:46+08:00