Quality of Service Indicators

Achievement Target %

Implementation Results for 2012

Certification Service

Verification for Personal Certificate Application and Appointment for Certificate Registration - The response time to customers on application verification and appointment for Certificate Registration (new application and renewal):

For Personal Applications – Same day response and registration (applicants are required to personally visit the eSignTrust RA Office)

98%

100%

Verification for Corporate Certificate, Non-profit Organization Certificate and Government Certificate Application and Appointment for Certificate Registration - The response time to customers on application verification and appointment for Certificate Registration (new application and renewal):

For Corporate Applications, Non-profit Organisation Applications and Government Applications – Response in 5 working days for up to 50 applications with appointed dates for certificate registration.

95%

100%

Certificate Registration Service - Registration and issuance of a certificate within 20 minutes (including new application and renewal)

90%

100%

Qualified Certificate Suspension Service - Upon the day when Macao Post eSignTrust RA receives a confirmed service request for suspension, the related Qualified Certificate will be suspended for 10 working days. If the original Revocation Request Form is not received and verified within the 10 working days elapsed time, the related Qualified Certificate may be reverted from suspension or continue to be suspended for a maximum of 1 further month.

98%

N/A**

Certificate Revocation Service - Only when Macao Post eSignTrust RA receives a duly completed Revocation Request Form in original and the request is verified, the related Certificate will be revoked in same day.

Applicable only to Qualified Certificates: When RA receives a revocation request subject to verification, the related Qualified Certificate will be suspended for 10 working days. If the concerned Revocation Request Form is not received in original and verified within the 10 working days elapsed time, the related Qualified Certificate may be reverted from suspension or continue to be suspended for a maximum of 1 further month.