Established in 1989 with a paid-up capital of RM54 million, Dagang Net was created to promote United Nations-led initiatives to overcome documentation-related issues inhibiting world trade. As a member of Malaysia's EDIFACT committee, Dagang Net plays a major role in advising the Government on necessary amendments to existing laws and regulations, such as the Evidence Act.

CORE COMPETENCIES
• Business-to-business (B2B) e-commerce community development
• Trade facilitation implementation
• Business process re-engineering and change management
• Inter-organisational system integration
• Applications and systems development

PRODUCTS AND SERVICES
MyPorts A one-stop exchange for port-related content and trade facilitation services including FREE access to real-time information and directory such as Customs Exchange Rates, Harmonised System Tariff Codes, Asean Harmonised Tariff Nomenclature (AHTN) Codes ISO Codes, Customs Stations, Customs Exchange Rates, Bank Information, Shipping Schedules, Landbridge Schedules and Registered Forwarding and Shipping Agents.

Linked to the Sistem Maklumat Kastam (SMK)–Dagang*Net system, MyPorts further automates Customs import-export documentation procedures and provides easier access to vital information to give users the competitive edge in the international trade arena. Electronic Funds Transfer The world’s first commercially successful Customs duty payment incorporating digital signature, smartcard and pinpad. Supported by all major banks in Malaysia, it will soon be offered in a Web-based form.

eDeclare A Web-based Customs declaration service that facilitates the preparation and submission of trade declarations and manifest via the Internet

ePermit Electronic application of import/export permits that enables importers, exporters and forwarding agents to apply for permits from relevant permit-issuing agencies and obtain approval online via the Internet. Winner of the MSC-Asia Pacific ICT (MSC-APICTA) Awards 2005 for Best of ”e-Government and Services” category for being the most innovative ICT solution that supports electronic government initiatives and service delivery to the community.

DutyNet Malaysia’s first Web-based Customs duty payment that facilitates the preparation and submission of Customs Duty payment via the Internet.

eCargo Insurance A Web-based service that facilitates the purchase of marine cargo insurance without the need for membership fee or any minimum monthly fee. The service will enable freight forwarders, importers, exporters, insurance brokers and agents to handle all their cargo insurance needs electronically.

eManifest An electronic vessel arrival and cargo manifest information system

Online Fulfillment eXchange (OFX) An online portal for Small Medium Enterprises (SMEs) to market their products and services to multinational corporations. It comprises Cataloging, Leads Management and Order Management Modules.

Regional Network Access to a Pan Asian portal for business-to-business connection and communication. As a member of the Pan Asian E-Commerce Alliance (PAA), Dagang Net helps facilitate cross-border e-commerce transactions among the PAA countries like China, Taiwan, Hong Kong, Macau, Korea, Japan, Thailand and Singapore.

Port Klang Community System - A Model e-Government Application
Dagang Net’s award-winning Port Klang Community System (PKCS) was Malaysia's maiden e-commerce project and remains one of the most successful in Asia till today. Launched in 1994, PKCS is a paperless system for the submission of trade documentation aimed at enhancing the efficiency of Port Klang’s cargo movement process. It pioneered the commercial use of various concepts such as e-government, digital signatures, smartcards and electronic funds transfer. Today, PKCS’ role in the growth of Port Klang is well acknowledged. The speed it was implemented and its resounding success have made PKCS the model of e-commerce application for trade administration in Asia and a reference site for many of Malaysia's more illustrious neighbours.

PKCS’ benefits:
• Streamlined trade processes that enhance effectiveness, efficiency and productivity
• Accuracy and completeness of data submitted to Customs and port authorities
• 40% faster in processing of declarations by Customs
• Electronic duty payment instead of cheques backed by bank guarantees
• Total cost savings of manpower, paper and time for the entire Port Klang community estimated at more than RM100 million a year

Dagang Net has since replicated the PKCS model with equal success at all major entry and exit points in Malaysia. It has also added value to the existing infrastructure by introducing new applications such as the Free Commercial Zone and Dangerous Goods systems to take Port Klang another step forward into a totally paperless environment.

Pioneering the concept of Electronic Funds Transfer (EFT)

In April 1997, Dagang Net introduced the first commercially successful Electronic Funds Transfer (EFT) service in the world. Supported by 9 banks, the EFT service enables Customs duty payments to be made electronically via Electronic Multi Payment Gateway (e-MPAG). As a result, users enjoy a host of benefits, from convenience and security, to time and cost savings. Among participating banks are Affin Bank Berhad, Alliance Bank Malaysia Berhad, AmBank Berhad, Bumiputra-Commerce Bank Berhad, EON Bank Berhad, Maybank Berhad, Public Bank Berhad, RHB Bank Berhad and Southern Bank Berhad.

Pan Asian e-Commerce Alliance

Dagang Net has been a member of the Pan Asian e-Commerce Alliance (PAA) since May 2002. The alliance comprises China International Electronic Commerce Center (CIECC), TRADE-VAN of Taiwan, TRADELINK of Hong Kong, TEDMEV of Macau, Korea Trade Network (KTNET) of Korea, Trade Electronic Data Interchange (TEDI) Club of Japan, CAT Telecom of Thailand and CrimsonLogic (Singapore),

Founded in 2000, PAA aims to promote and provide secure, trusted, reliable and value-added IT infrastructure and facilities for efficient global trade and logistics. These include enabling secure and reliable transmission of trade and logistics documents, encouraging inter-connection of network services to facilitate cross-border e-commerce transaction and creating a pan Asian portal for business-to-business connection and communication.

A Customer-Focused Approach

Dagang Net has adopted a customer-focused approach from the first day of operations. That is why we are the only e-commerce service provider that has a dedicated customer interaction centre - CARELINE to attend to our customers nationwide round the clock.
As a full-fledged department within Dagang Net, CARELINE has been providing specialised and professional support services since 1993. Our full-time customer service executives, backed by a sophisticated computerised helpdesk system, are trained to anticipate and help resolve problems faced by customers promptly and professionally.

With the addition of WEB CARELINE, a Web-based call management system, customers can log their problems via www.dagangnet.com. Our customer service executives will be alerted immediately and resolve the problem as quickly as possible. Thus, customers are assured of accessibility to customer support, anytime and anywhere.

Awards & Recognitions
• MSC-Asia Pacific ICT (MSC-APICTA) Awards 2005 for Best of “e-Government and Services”
• Anugerah Pelanggan Cemerlang, Rakan Kongsi Bistari 2004
• Award for ASP Interoperability Fest 2003
• Award for Technical and Administrative Support for RosettaNet Global Event 2003
• Asia Pacific MSC IT & Telecommunications Award 1999 for Best of E-Government Applications (APMITTA)
• IAPH IT & Innovation Awards 1999
• Public Service Innovation Award 1998 for Joint Public and Private Sectors Research
• Made in Malaysia Award 1998
• IT Organisation of the Year Award 1994
• Customer Innovation Services Award 1994

CORE COMPETENCIES
• Contents and Application Services
• Business Continuity Services
• Provision of Managed Services
• Business Process Outsourcing
• Multimedia Services

PRODUCTS AND SERVICES
TQT has invested and rolled out its Managed Data Centre that provides services in Business Continuity Services (BCS) and Disaster Recovery Services (DRS), which are engineered and implemented to support mission-critical activities for clients. The business continuity offerings include DRS facility, actual operations, on-site equipment management and other managed services.

TQT also offers its Application Service Provisioning (ASP) platform, rezonate, a Web-based Collaboration Workspace Tool with Single Sign On capability to enable document sharing and management amongst users, making it a collaboration tool that can be oriented towards business development, inventory management, human resource management and communications network. rezonate marks the company’s foray into on-demand business solutions - widely acknowledged as the next area of growth in IT outsourcing services.

Utilising rezonate, TQT launched its Central Business Intelligence System Portal (CBIS), a Web-based portal that connects its registered users to exploit the convenience of being able to access and share common documents, work projects, share updated reports and contacts via a single resource portal.

In its efforts to leverage on its enterprise platform portal, TQT is poised to make a significant venture into education by customising its rezonate to become an exclusive e-Community platform, in relations to the company’s strategic alliance with Comat Academy Sdn Bhd (Comat). TQT will be providing a technology platform for Comat to host an e-learning management platform and an e-Community Web site for executives pursuing further professional development via a series of corporate programmes offered by Universitas 21 Global. The courses will be delivered via a series of executive seminars and online e-learning modules, which are Web-based and secured through a single-sign on gateway. The corporate education programmes include Master in Business Administration, Executive Diploma in Business Administration and Executive Certificate in Management Studies. TQT will also be marketing corporate education programmes to Government-Linked Companies.

CORE COMPETENCIES

• ICT Project Management and Consultancy
• Supply Management
• Maintenance Services
• Asset Management Services

Project Management and Consultancy
TSI specialises in ICT project management and consultancy, focusing on the public sector. To ensure a successful implementation of a project, our project management and consultancy approach will emphasise on a standard process – design, develop, improve or enhance, adopt and maintain a Standard Operating Procedures (SOP) based on business requirement of the client. The scope of our project management and consulting services can also include arranging for project financing. TSI has a proven track record in project management and consultancy services based on its involvement in the past three phases of the Ministry of Education’s supply of ICT equipment for the “Projek Pengajaran dan Pembelajaran Sains dan Matematik Dalam Bahasa Inggeris (PPSMI).

Supply Management
Under supply management, TSI provides a wide range of ICT products that can fulfill customers’ business needs. Our services include procurement, delivery, installation, testing and commissioning of the supplied equipment to any site within Malaysia. TSI maintains a good business relationship with major players in the ICT industry, which include IBM, DELL, Hewlett Packard, NEC, Samsung, Apple, and Acer.

Maintenance Services
The nationwide maintenance services coverage include on-line technical support via toll-free hotline numbers as well as on-site maintenance support conducted by local-based technicians, who are authorised and certified by TSI through technical training given by principal vendors or strategic partners. To-date, TSI maintains a network of 40 local Authorised Service Providers (ASPs) nationwide to support more than 100,000 multimedia teaching equipment supplied under the PPSMI project since the last quarter of 2003. The performance of local service providers is managed by Kaypi Technologies Sdn Bhd, TSI’s appointed Master Authorised Service Provider (MASP). The performance of the overall maintenance services is tracked based on a standard Service Level agreement.

Asset Management Services
Active Technology Asset Management Services or ATTRACK is a total asset IT management solution whereby its programme management is driven by standard operating process and procedures and performance tracked by agreed Service Level Agreement (SLA). The services under ATTRACK include planning, deployment and provisioning. Under programme management, companies can own or lease ICT. Hence, ATTRACK is a function outsourcing rather than a process outsourcing, where the facilities put in place will help and facilitate the effectiveness and efficiency of business process.

Through ATTRACK, companies are able to gain benefits from reduced risk of high capital investment, better management of ICT resources, flexibility to expand and plan ICT requirement based on business requirement, and staying focus with their core competencies. As an ATTRACK subscriber, customers pay an agreed fixed service fee over an agreed tenure of service, which is subjected to the specification of hardware and software provisioned for usage, volume of hardware provisioned, tenure and location of service, service level required and timing or frequency of payments.

PRODUCTS AND SERVICES

MOE’s PPSMI Projects
TSI was given the responsibility to supply Multimedia Teaching Equipment under “Projek Pengajaran dan Pembelajaran Sains dan Matematik dalam Bahasa Inggeris” (PPSMI) Phase II by the Ministry of Education (MoE) in October 2003. The contract was to supply, delivery, install, test, commission, train and maintain the ICT equipment supplied under PPSMI Project Phase II. The equipment supplied was for the teaching and learning of Science and Mathematics in English for Standard 2, Form 2 and Upper Six students.

Subsequent to the successful implementation of PPSMI Project Phase II, the contract to TSI was further extended by MoE for PPSMI Project Phase III. The supply of the PPSMI Phase III equipment is essentially for the teaching and learning of Science and Mathematics in English for students in Standard 3 and Form 3. The provision of ICT equipment to schools nationwide is to facilitate and assist teachers in the teaching of Science and Mathematics in English via the use of coursewares especially developed by MoE. By using these coursewares, teachers explore the “drag and click” method to supplement the conventional “chalk and talk” teaching method in making lessons more fun, and interactive, and most important of all, expose our new generation to ICT to keep pace with the globalisation era.

In total, close to 10,000 schools and 28 Teachers Training Colleges have been involved. With the aim to create value and contribute towards the effectiveness of the ICT usage, TSI trained close to 50,000 teachers including “Jurulatih Utama” on how to handle and use the equipment for the PPSMI classes or lessons. Since the training was localised, TSI appointed training consultants to train and certify more than 150 trainers, who subsequently trained teachers and “Jurulatih Utama” throughout the nation.

TSI is now in the midst of PPSMI Phase IV roll-out, which is targeted to involve about 32,000 teachers nationwide.

Developmental Role
TSI also plays an important developmental role in the PPSMI project particularly to create more Bumiputera entrepreneurs in the ICT sector. TSI appointed close to 100 local Bumiputera ICT companies throughout PPSMI Phase II and III projects. Out of the total, more than 20 companies are training contractors, 69 are Systems Installer (SI) companies and the rest are involved in the logistics and warehousing services. Out of 69 SI companies, 40 are maintained as our local Authorised Service Providers to provide local support and maintenance of the equipment supplied under PPSMI Phase II and III projects. More than 230 qualified technicians from these 40 companies been trained by IBM, HP, Dell, NEC, Apple and Samsung.

With this setup, TSI has established entrepreneurial programmes for these local companies including:
• Entrepreneurial development programme, which aims to guide and provide exposure to best practices, relevant management and business skills that are benchmarked against world class standard, and given involvement with PLCs and multinationals;
• Mentoring and support by TSI for the SMEs to undertake new commercial and business ventures for growth development.

The role played by TSI is in line with the Government’s plan to increase participation of Bumiputeras in the local ICT sector and assist their companies’ development, while at the same contribute towards the Group’s mission as a partner in nation-building.

Asset Management and Technical Support
The asset management service is supported by two main components - Call Centre and Tech Support. The two components are in turn supported by a Call Centre system and a Web-based Asset Management Support application linked on a near real-time basis.

Call Centre
TSI operates a Call Centre, currently dedicated for the PPSMI project that can be reached via a toll-free hot line number. The Call Centre serves as a channel for first level technical support to teachers or users of the PPSMI teaching equipment. If a problem could not be solved through the hot line, the Call Centre will escalate the problem to a locally-based Authorised Service Provider appointed by TSI for on-site corrective maintenance. The escalation of the problem to the service provider is real time as the Call Centre system is linked to a centralised ETEMS (“English for Teaching Mathematics and Science”) Support system.

The Call Centre has been officially visited by the MoE and State Education Department (SED) officials several times since its formal operation in January 2004. The first visit in May 2004 was conducted by more than 30 officials. The subsequent visit in April 2005 comprised more than 40 officials and headed by the Timbalan Ketua Setiausaha (TKSU) of MoE, and the most recent visit took place in November 2005 by a group of officials from JPN Sarawak. With the establishment of the Call Centre, TSI is ready to embark on CRM-related services that can fulfill any business need.

Asset Management
The whole management of the PPSMI asset from supply, delivery and deployment, and maintenance support services is supported electronically through the utilisation of ETEMS Delivery and ETEMS Support systems. ETEMS Delivery is an application that enables the tracking of equipment delivered from warehouses to designated schools and assists the generation of all key documents required during each delivery period, e.g. the Sijil Akuan Penerimaan and Sijil Pemasangan dan Pengujian. ETEMS Support system, meanwhile, is used to track and monitor asset performance and support services given throughout the three-year limited warranty period based on the Service Level Agreement (“SLA”) set by the Government.

ETEMS’ Web-based application is meant to facilitate TSI in the overall PPSMI project operations and monitoring. Access to ETEMS systems is also given to authorised MoE and SED officials for their on-line asset performance monitoring and allowing them to monitor TSI’s performance.