AKPK's New Financial Advisory System RFP

AGENSI KAUNSELING DAN PENGURUSAN KREDIT
AKPK NEW FINANCIAL ADVISORY (FA)

SYSTEM
(REF: AKPK/RFP21/OCT03)
Request for Proposal

[RFP]
Issuer
Agensi Kaunseling Dan Pengurusan Kredit (AKPK)
Level 6, Menara Bumiputra Commerce,
Jalan Raja Laut
50350 Kuala Lumpur
ISSUE DATE : 29 OCTOBER 2021

CLOSING DATE/TIME : 17 NOVEMBER 2021 / 12.30 PM
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[VENDOR’S COMPANY STAMP HERE]
1. INTRODUCTION
AKPK's Financial Advisory services strives to provide personalised financial

advisory services and enhance financial wellness for both household and
business customers. It aspires to be the most recognised and trusted financial
advisory partner and has a vision to be renowned as the best financial wellness
advisory partner for both household and business sectors. Futhermore AKPK
also aspires to be known as a reliable agency that not only looks after
customers, but also provides holistic solutions to cater to their needs. The
ultimate goal of AKPK is to become the authority in the field of Financial
Wellness.
AKPK is supported by the FA System which will manage the flow of clients
seeking Financial Advisory using the FA’ Appointment System. Its sources of
potential new customers are acquired mainly from the One Stop Portal, FE
(Financial Eduation) online learning website, Customer Portal & FI Gateway
(customer referred by FI), CRM, Live Chat, Call Centre Facilitation System,
Virtual Centre of Excellence and from the Financial Advisory Portal.
It is an extension of our goals to empower the community – households and

SMEs – to be financially resilient via our customer-centric key services. It is a
vital component of our communications strategy and for many of AKPK’s
audience, the system serves as a financial planning/management platform
between AKPK and customer. In principle, the users visit
www.services.akpk.org.my in search of financial education (events, talks,
online learning materials, etc.), financial advisory (one-on-one consultation,
appointment bookings, etc.) and debt management (solutions for those in
need).
2. PROJECT BACKGROUND AND GOALS
The purpose of this Request for Proposal (RFP) is to obtain comprehensive

proposals from highly qualified and experienced system development
companies to design, develop and implement a welcoming, contemporary,
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mobility services and futuristic portal that prioritises customer and digital
accessibility. The chosen strategic partner must be a company that is
experienced in managing local / international website design projects, and
have expertise with best practices on, among others:
 understand financial risks and opportunities for customers
 improve financial decision-making
 user experience(UX) and usability testing
 information architecture and system integration
 responsive design
In addition, the strategic partner must have knowledge on financial planning
ongoing process on a holistic approach and also aware of the financial tools
involved. This is financial planning process involving all the 6 steps in the
financial planning and looking at it from an overall point of view meaning from
every angle in the financial perspective.
The 6 steps are
Step 1: Determine Your Current Financial Situation

Step 2: Develop Financial Goals
Step 3: Identify Alternative Courses of Action
Step 4: Evaluate Alternatives
Step 5: Create and Implement a Financial Action Plan
Step 6: Reevaluate and Revise Your Plan)
The FA System is expected to complete by 3Q 2023. It also is expected to

immediately accommodate Bank Negara Malaysia (BNM)’s new initiative
called Financial Management and Resilience Programme (URUS) and the
Financial Resilience Support (FIRST). URUS is a holistic assistance package
to assist vulnerable B50 borrowers/customers impacted by COVID-19, who
continue to experience cashflow difficulties. It offers repayment assistance and
development support, comprising personalised financial plans and avenues to
supplement income and obtain other development support. FIRST is a
scheme offered by the banks to individuals and microenterprises that do not
meet the eligibility criteria of URUS but still require relief support.
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It is of priority that the FA System must incorporate the Personalised Financial
Plan (PFP) for customers eligible for URUS/FIRST as it is compulsory for all
eligible URUS/FIRST customers to undergo the PFP.
In addition, the PFP is also offered to new and existing DMP (Debt
Management Programme) customers.
AKPK envisions the Financial Advisory (FA) System to be implemented in 2

Phases. Phase 1 and Phase 2 are to be implemented by 1Q 2022 and 3Q
2023
respectively. Phase 1 will be executed to support BNM's URUS/FIRST
project. Futher enhancement in Phase 1
will be implemented in Phase 2.
FINANCIAL ADVISORY (FA) SYSTEM OUTLINES
A. The FA System consist of

1. FA System Dashboard which will include
i. FA/BH/HOD/GM Dashboard
ii. Support staff Dashboard
iii. Admin Dashboard
2. Financial Calculator
3. Tracking & Monitoring system
4. Digital Feedback
5. Customer Journey
6. FA Helpdesk
7. Financial Statements
8. CCRIS Report
9. Financial Advisor Report
10. Digital Payment (Phase 2)
11. FE Modules (Household) which will include
i. Borrowing Basics
ii. Credit cards
iii. Personal/Financing loans
iv. Hire Purchase
v. Housing Loan/Home Financing
vi. Budget
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vii. Cash Flow Management
viii. Banking Facilities
ix. Islamic Banking
x. Internet Banking
xi. Insurance & Takaful
xii. Investment
xiii. Cagamas Module
12. FE Modules (Household – URUS/FIRST Scheme)
i. Assessing current situation(Pre survey financial health check)
ii. Setting goals and cashflow management(setting goals cashflow,
savings)
iii. Borrowing Basics 1 (understanding Debt to Income Ratio, Credit
record)
iv. Managing Debt(acknowledging,analysing, action, redress
avenues)
v. Wealth Management(investments, scams, redress avenues, Need
of protection Tips and guide)
vi. Borrowing Basics 2 (Credit Cards, Hire Purchase, Housing Loan)
13. FE Modules [Business (microenterprise) – FIRST Scheme]
i. Financial Landscape 1 (SME Landscape,BWBN)
ii. E-Payments (E-payment systems)
iii. Business Values & Ethics (Role of ethics in personal business
14. FA Modules (PFP) related to URUS/FIRST Scheme which includes
i. Cash Flow Management
ii. Budget
iii. Savings
iv. Reduce Loan Commitment
15. Financial Resolutions – Household (DMP) & Business (SDRS)
16. Financial Planning modules which includes (Phase 2)
i. Investment Planning
ii. Risk Management & Insurance Planning
iii. Tax/Zakat Planning
iv. Retirement Planning
v. Estate Planning
17. Financial Analysis resulting in
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a) Financial Scoring Report based on the
i. Ratio Analysis
ii. Cashflow statement
iii. Networth statement
b) Financial Recommendation
c) Customer Category/Profiling
d) Draft DMP Proposal Plan
18. Financial Simulation (PFP-URUS/FIRST Scheme) which includes
i. Saving Simulation
ii. Budgeting Simulation
iii. Cash Flow Simulation
19. Reverse Mortgage

20. Financial Simulation (for Financial Planning) using algorithmic diagnostic
which is to be incorporated into all module comprising of Investment
Planning, Risk Management & Insurance Planning, Tax/Zakat Planning,
Retirement Planning and Estate Planning. (Phase 2)
21. Financial Planning Fact Sheet (Phase 2)
22. MyKNP (Phase 2)
B. The Financial Advisory Portal (FA Portal) consists of
1. Customer Dashboard
2. Self service Financial Calculator
3. Self Viewing (Tracking & Monitoring)
4. Customer Feedback
5. Customer Journey
6. Self service Financial Statement Simulation
7. Financial Planning guide (examples: advisory, restructuring , strategising,
optimising [investment, retirement, debts], building cash-flow for e.g.:
focusing on passive income)
8. Self Viewing of Financial Scoring
C. Integration with External system
1. CTOS (Phase 2)
D. Integration with AKPK Internal systems
1. EKYC
2. CCRIS
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3. CBS
4. CERIA
5. Call Centre Facilitation Centre
6. One Stop Portal
7. FI Gateway
8. Virtual Centre of Excellence
9. FE Portal
10. Mobile apps
11. Live Chat
12. Social Synergy Network
13. SME Self Diagnostic Toolkit
14. BI Tool
E. Customer Contact Point

1. Appointment System (One Stop Portal, Power Portal, FA Portal,
Customer Portal, Gateway Portal (FI Referral), CRM, Live Chat, Call
Centre Facilitation System, Virtual Centre of Excellence and from any
other upcoming AKPK systems)
2. Referral from
i. FI linkage for URUS customers who are rejected upfront by the
bank
ii. FI linkage for FIRST Scheme customers who are ineligible.
iii. EPF for eligible Reverse Mortgage customers who will directed
to AKPK via the FI Gateway system.
 EPF & Cagamas are able to view the financial
advise/interventions that the customer has undergone
and the recommendations given in regards to the
Reverse Mortgage.
(The above referrals to be referred via the FA System and required

documents to be uploaded via the File Transfer Protocol (FTP) and to
be reflected in the FA System)
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F. Financial Advisory Results
Based on the customer profiling/category system to provide
1. Self managed programme
2. Hand holding programme
G. Flow of Information
1. CBS : DMP/SDRS
2. Appointment System
3. FA Portal
4. FI Gateway
5. Social Synergy Network, etc.
Phase 1
This phase of the Financial Advisory (FA) System to include the FA System
Dashboard, FA Financial Calculator, Tracking & Monitoring system, Digital
Feedback, Customer Journey, FA Helpdesk, Financial Statements, Financial
Advisory Report, FE Modules Household, FE Modules Household
(URUS/FIRST Scheme), FE Modules Business – Microenterprise (FIRST
Scheme), Financial Resolution Household (DMP) & Business (SDRS), FA
Modules PFP (URUS/FIRST Scheme), Financial Analysis Report, Financial
Simulation (PFP-URUS/FIRST Scheme), Reverse Mortgage, Financial
Advisory Portal, Integration with AKPK Internal systems, Customer contact
point, Financial Advisory Results and Flow of information.
A) FA System offers operational functions for users and

admin (back office) to perform daily job operations and this system consists
of:
1. Financial Advisory Dashboard
The FA Dashboard serves as a platform for all financial activities between

the FA and the customer. All FA & FE modules, PFP and Social Synergy is
to be displayed in this FA Dashboard.
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The FA System Dashboard will include:
 FA/Head of Branches (HOBs)/HOD/GM Dashboard

 Support staff Dashboard
 Admin Dashboard
Its characteristics are as follow:

 Accessible to all AKPK internal system.
 Able to generate reports for
i. FA performance
ii. Branch performance
iii. Support staff performance
All services:
 Financial Skills Household (Financial Education)
 Financial Skills Business (Financial Education)
 Financial Scoring (Household). To get consent from customer
to obtain his/her CTOS Report and customer to bear the cost.
Appointment system needs to be integrated with the CTOS
system.
 Reverse Mortgage
 Financial Resolution Household (DMP)
 Financial Resolution Business (SDRS)
 Financial Planning (Investment Planning, Risk Management &
Insurance Planning, Tax/Zakat Planning, Retirement Planning
& Estate Planning)
 MyKNP (Household). For this service, the customer’s data will
need to be diverted to the FI Gateway.
Able to view:
 Total number of Appointment by each service

 Number of Appointment attended by each service
 Number of Appointment not attended by each service
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 Number of walk-in customer without Appointment by each
service
 Number of Pending/Waiting Approval by each service
 Number of Reassess cases by each service
 Number of Approved by each service
 Total overall by each service
Able to monitor daily activity within TAT, exceed TAT, reassess within FA,
branches, etc.
2. FA Calculator
FA Calculator is to be incorporated in the FA System as an e-advisory tool

that performs financial calculation and functions needed (simple interest,
compound interest, cash flow, amortisation, conversion, cost/sell/margin,
etc.) allowing the simulating of future alternatives and predict future results in
an agile, integrated and comprehensive manner. This tool will be extensively
used by the financial advisors to provide FA under the PFP & DMP in
alignment with loan calculations mechanisms.
It will include:
a) Housing Loan/Financing Simulations as well as Payment

Calculates loan payments and chooses a loan repayment
option that best meets the customer’s needs and goals.
It computes the duration to repay loan balances providing estimated
length of repayment (in months), the total interest payable and the
total amount to be paid at the end. Calculations are to be derived
based on the Reducing balance method. Simulation needs to show
charging of interest on principal on a daily basis.
b) Amortisation
Amortisation is an accounting technique used to lower the value of a
loan and the amortisation calculator will show the paying off debt
through regular principal and interest payments over time and a
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schedule to reduce the current balance on a loan
through instalment payments.
c) Hire Purchase Simulations as well as Payment Amortisation

It works out the monthly Hire Purchase payments using a flat interest
rate calculated over a certain length of term (loan tenure selected & the
calculation of the total interest payable and the total loan payable).
d) Credit Card Simulations as well as Payment Amortisation

Computes the duration to repay credit card balances providing
estimated length of repayment (in months), the total credit card
interest payable and the total amount to be paid at the end.
Calculations are to be derived based on the Reducing balance
method
Example of a step-by-step usage:

 Enter the credit card balance
 Enter the credit card interest rate (in percentage).
 Enter the payment amount (in months), i.e. the monthly amount
customer intends to pay.
e) Personal Loan/Financiang Simulations as well as Payment

Calculates loan payments and chooses a loan repayment
option that best meets the customer’s needs and goals. It computes
the duration to repay the loan balance providing estimated length of
repayment (in months), the total interest payable and the total amount
to be paid at the end. Calculations are to be derived based on the
Reducing balance method. Simulation to show interest charged on a
per annum basis.
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f) Investment Projections
The calculator provides an indication of how investments might grow
over time. It shows how much the initial investment could grow with
additional monthly and yearly contributions.
It shows how much a potential investment might earn, before taxes and
inflation, based on the expected or assumed annual rate of return with
interest compounded monthly or annually, depending on the frequency
of the contributions. The calculator assumes the investment
contribution is made at the beginning of each period.
g) Future Retirement Savings Projections

The simulation derives the number of years of income required after
retirement, future expenses and existing provisions on retirement
hence deriving the expected amount needed during retirement.
Example of a step-by-step usage:

 Fill in gender
 Age
 Expected retirement age
 The number of years of income required after retirement
 Future expenses
 Existing expenses on retirement date
h) Debt Management Programme – Restructuring Calculation Calculator

for all individual loans (secured & unsecured).
To provide a mock up personalised debt repayment plan incorporating
the interest rate to calculate an estimated monthly payment, length of
to be paid at the end.
i) Small Debt Resolution Scheme Calculator for all secured and

unsecured business loans.
To provide a mock up business debt repayment plan incorporating the
interest rate to calculate an estimated monthly payment, length of
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to be paid at the end.
3. Tracking & Monitoring System
Able to view and access customer’s feedback on the implementation on the

FA’s recommendation.
- System to provide an auto-notification to prompt customer to
give feedback. (In FA Portal)
- System to produce an auto-response when the customer gives
feedback.(In FA System)
4. Digital Feedback
Able to accommodate customer’s feedback for Individual and SME for

service improvement.
- System to accommodate customer’s providing feedback. (In FA
Portal)
5. Customer Journey
Able to view and track the customer journey from the time of 1st contact with
AKPK until cases are solved.
- System to allow both customer and FA to track and
monitor the whole financial planning journey (In the FA portal &
in the FA System respectively).
6. FA Helpdesk
Is an internal communication channel to facilitate communication between

the various AKPK departments and branches relating to customer’s request.
- System is integrated to all AKPK systems and able to deliver
customer request to relevant department/branches.
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- The respective department/branches will receive notification
on Helpdesk logs
via email.
- System to generate reports in Graph format on a daily, weekly,
monthly and yearly basis involving all Solved as well as
exceeded TAT cases (T+2).
7. Financial Statements (Household)
Customers personal information to be captured in various templates to be

segregated in the following manner:
I. Income Template
Example:
Fixed Income
Types:
Basic Salary
Allowance – House (Govt)
Allowance – Service (Govt)
Allowance – Entertainment (Govt)
Allowance – hardship (Govt)
Fixed Allowance
Sabah/Sarawak Allowance
Other Fixed Allowance
Gross Income
Example:
Other Income
Variable Allowance:
OT
Meal Allowance
Etc
Other Types of Income:

Rental
Commission
Bonus/Part Time
Return of Investment
Deduction for savings purposes (i.e. ASM/Tabung Haji)
Others
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II. Expenses Template
Fixed Expenses (Statutory Deduction)
PCB/Tax
EPF
SOSCO
Insurance (EIS)
Fixed Expenses
Zakat
Children education/nursery
Type of credit Template
Example:
Other Credit Commitment (Liability)
Housing Loan
Hire Purchase
Personal Loan
Credit Card
PTPTN
Variable Expenses
Food
Transportation
Car Maintenance i.e. petrol, toll and parking
House maintenance
Utility
Entertainment
The above templates will create the Cashflow Statement
III. Assets Template

Examples:
House
Car
Collectibles
Shares
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Bonds
Other investmests
IV. Liabilities Template

Examples:
Housing Loan
Hire Purchase Loan
Personal Loan
Credit Card
The above templates will create the Networth Statement
Example of items in a Networth Statement shown below:
Cash/Term Deposit
Properties
Motor Vehicle
Stocks and Shares
Other Assets
 Total Assets
Bank Financing
Income Tax Payable
Accounts & Bills Payable
 Total Liabilities
 Total Net Worth
 Total Guarantee
All templates are customisable to accommodate changes in the services.
Financial Statements (SME)
Customers’ business information is to be captured in various templates to be

segregated in the following manner:
I. Income Template
Example:
 Sales revenue
 Service revenue
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 Interest revenue
II. Expenses Template

Example:
 Advertising
 Cost of Goods Sold
 Research & Development
 Salaries & Wages
 Utilities
The above templates will create the Profit & Loss Statement
III. Assets Template

Examples:
Current Assets:
 Receivables
 Stocks/Inventory
 Cash under current account/savings account
Fixed Assets
 Vehicles
 Furniture & Fixtures
 Equipment
 Buildings
 Land
 Goodwill
IV. Liabilities Template

Example:
Current Liabilities:
 Account Payable
 Sales Taxes Payable
 Payroll Taxes Payable
 Overdraft
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Long-Term Liabilities:
 Long-Term Loan Payable
 Mortgage Payable
The above templates will create the Balance Sheet Statement
All templates are customisable to accommodate changes in the services.
The system to have a Cashflow Projection Template for future income.
8. CCRIS Report
Central Credit Reference Information System (CCRIS) is a report or

statement of all customer’s credit/loans with the financial institutions under
the purview of BNM.
System to allow the financial advisor to request the latest CCRIS Report.
Ability to view all CCRIS previously requested.
9. Financial Advisory Report
The system able to generate reports on a daily, monthly, quarterly, half yearly
and yearly.
Reports required according to services provided i.e.

i. Financial Skills Household (Financial Education)
ii. Financial Skills Business (Financial Education)
iii. Financial Scoring (Household). To get consent from customer to
obtain his/her CTOS Report and customer to bear the cost.
system.
iv. Reverse Mortgage
v. Financial Resolution Household (DMP)
vi. Financial Resolution Business (SDRS)
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vii. Financial Planning (Investment Planning, Risk Management &
Insurance Planning, Tax/Zakat Planning, Retirement Planning &
Estate Planning)
viii. MyKNP (Household). For this service, the customer’s data will
Other Reports required include:

i. Appointment report (Daily, Weekly,Monthly, Yearly)
ii. Financial Advisors Performance report (Daily, Weekly,Monthly,
Yearly)
iii. Personalised Financial Plan report (Pre & Post URUS)-(Daily,
Weekly,Monthly, Yearly)
iv. FI Referral Reports (Daily, Weekly,Monthly, Yearly)
v. Ineligible for URUS Report (Daily, Weekly,Monthly, Yearly)
vi. Financial Advisory Tracking Report (Daily, Weekly,Monthly, Yearly)
vii. Branch Performance report (Daily, Weekly,Monthly, Yearly)
10. Financial Skills – Household (Financial Education)
a) FA service is offered to customers who are seeking advice on

personal financial stability.
b) Establish the customer’s needs/identify whether:

i. Customer only seeking financial advice on personal financial
stability or intends to apply for a loan ; or
ii. Customer is a home buyer wanting specialised advice due to
rejection of his/her housing loan application.
c) Based on the needs of the customer, the financial advisor conducts

the following financial education topics:
i. Borrowing Basics
ii. Credit cards
iv. Hire Purchase
v. Housing Loan/Home Financing
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vi. Budget
vii. Cash Flow Management
viii. Banking Facilities
ix. Islamic Banking
x. Internet Banking
xi. Insurance & Takaful
xii. Investment
xiii. Cagamas Module
d) Customer under URUS/FIRST Scheme will receive online FE

modules comprising of:
i. Assessing current situation (Pre survey for financial
healthcheck)
ii. Setting goals and cashflow management (setting goals
cashflow, savings)
iii. Borrowing Basics 1 (understanding Debt to Income Ratio,
Credit record)
iv. Managing Debt (acknowledging, analysing, action, redress
avenues)
v. Wealth Management (investments, scams, redress
avenues, Need of protection Tips and guide)
vi. Borrowing Basics 2 (Credit Cards, Hire Purchase, Housing
Loan)
e) Based on the needs of the individual customers under the

URUS/FIRST Scheme it is optional for them to receive the FE
modules conducted by the financial advisor which covers:
 Financial topics:
i. Financial Landscape (SME Landscape,BWBN)
iii. Business Values & Ethics (Role of ethics in personal
business)
 A Self-Diagnostic Toolkit
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An online financial management tool that consists of
important
features needed by Micro SME e.g. basic
bookkeeping functions, Optical character recognition or
optical character reader (OCR), financial statement, financial
dashboard and advisory report.
The customer will then undergo an Outcome Assessment (Post

Survey).
f) Customer under URUS/FIRST Scheme and new and existing DMP

customers will receive a Personalised Financial Plan comprising of
four (4) modules:
ii. Budget
iii. Savings
g) PFP Simulations need to be incorporated and this includes:

 Saving Simulation
 Budgeting Simulation
 Cash Flow Simulation
h) FA System to have the function of adding or removing modules

according to changes in the Financial Education syllabus.
i) Financial Skills (Household) financial education to be integrated

with AKPK’s e-learning website i.e power.akpk.org.my
j) the MyKNP Pre Assessment for financial stability or Post

Assessment is conducted for a home buyer wanting specialised
advice due to rejection of a housing loan application.
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k) FA System to enable the financial advisors to view the online FE
modules that the URUS/FIRST Scheme customer has gone
through.
Financial Skills (SME) – Financial Education
a) Financial advisory service is offered to SME who are seeking advice

on business financial stability.
b) Establish the customer’s needs/identify whether:

i. Customer only seeking financial advice on business financial
stability or
ii. intends to apply for a business loan
c) Based on the needs of the microenterprise customers under the

FIRST Scheme, it is compulsory that they receive the FE modules
conducted by the financial advisor which covers:
 Financial topics:
i. Financial Landscape (SME Landscape,BWBN)
iii. Business Values & Ethics (Role of ethics in
personal business)
 A Self-Diagnostic Toolkit
An online financial management tool that consists important
features needed by Micro SME e.g. basic
bookkeeping functions, Optical character recognition or
optical character reader (OCR), financial statement; financial
dashboard and advisory report.
The customer will then undergo an Outcome Assessment (Post

Survey).
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d) FA System to have the function adding or removing modules
according to changes in the Financial Education syllabus.
e) Financial Skills (SME) – financial education to be integrated with

AKPK’s e-learning website i.e power.akpk.org.my
f) FA System to enable the financial advisors to view the online FE

modules that the URUS/FIRST Scheme customer has gone through.
11. Financial Scoring - Household (HH)
Financial Analysis (Report) resulting in a

 Financial Scoring Report based on the
i. Ratio Analysis
 Financial Recommendation
 Customer Category/Profiling
 Draft DMP Proposal Plan
a) Financial advisory service is offered to customers who are seeking

advice on personal credit scoring to improve customer’s current
credit scoring.
b) Establish the customer’s overall financial status by conducting a

financial analysis on the financial statements and other supporting
documents as below:
i. the Cashflow statement

ii. the Networth Statement
iii. Supporting documents such as
1. CCRIS
2. CTOS
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3. Salary slips or Income documents
4. Bank statements
c) Personal financial ratios to describe the financial health and progress

relative to the individual’s goals.
Data to be extracted from the net worth and cash flow statements.
The benchmark is to be provided and to be compared against the
derived financial ratios in the FA System as a measurement/indicator
where the system is to perform fast numerical calculations (number
crunching) to describe the individual’s financial condition.
The following Financial Ratios together with its own benchmarking to

be provided as follows:
Financial Ratios Benchmarking

1. Basic Liquidity Ratio 3 to 6 months
2. Standby Liquidity Ratio 3 to 6 months
3. Saving Ratio 10% min
4. Liquid Assets to Net 15% min
Worth Ratio
5. Debt-To-Asset Ratio 15% max
6. Debt Service Ratio 40% max
7. Non-Mortgage Debt 15% max
Service Ratio
8. Net Investment Assets to 50% min
Net Worth Ratio
9. Solvency Ratio 20% min
d) To incorporate the essential information as below as a basis to

derive the credit scoring:
 Employment Sector
 Income
 Length of Employment
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 Marital Status
 Types of Existing Loans, Total outstanding amount and
Number of Existing Loans
 Household Expenses
 All other information pertaining to customer profiling for the
financial health check assessment.
e) The desired outcome is to generate a quantitative and qualitative

credit scoring in the financial report based on (c) and (d)
respectively. Based on the financial scoring, the system is to
automate the recommendations & strategies for customer to
implement. Finally, the system will provide a decision for the
customer to accept or reject as follows:
i. Customer chooses whether or not to enrol in DMP/SDRS.

This is applicable to new DMP/SDRS and URUS/FIRST
customers; and
ii. Existing URUS/FIRST customer chooses whether or not to
increase the instalment in consideration of financing costs
incurred by the customer.This decision will be more viable to
URUS/FIRST customers who are under the PFP 2
category/profiling.
The FA portal to show the existing monthly instalments as well as

to allow the customer to indicate the new monthly instalment that
he/she has agreed to pay. This change in instalment amount to be
auto-processed in the CBS and a Letter of Offer to be auto
-generated to notify customer as well as the FIs on the increased
monthly instalments.
f) Financial Advisor gives Recommendation (indicates)

i. Recommendation (drop down list)
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Types of recommendation example:
 Financial Skills
a. Dispose of property
b. Rent out property
c. Budgeting
d. Maintain Income
e. Increase Income
f. Reduce expenses
 Repayment Assistant
a. Maintain Instalment in URUS
b. Increase Instalment in URUS
c. Maintain FIRST Scheme
d. Increase Instalment in FIRST Scheme
e. Convert to DMP/SDRS
 Debt Management
a. To reduce cost of borrowing
 Reverse Mortgage
ii. Remarks column

iii. Remarks History
iv. Verified by
v. Verifier Name
vi. Date, etc.
Note :
1. Financial scoring is to be auto-generated for every service

requested.
2. Financial scoring is applicable to URUS/FIRST Scheme customer
as well as New & Existing DMP customers
12. Financial Resolutions – Household (DMP)
Financial advisory service is offered to customers (individuals & sole

proprietors) who are seeking advice on cash flow and debt
management and also to customer who is facing personal debt
problem and unable to meet his/her loan repayment.
a) Advisory will take place and at the end of the session, and DMP
proposal plans reflecting both single and step-up payments will be
generated. Customer may choose the preferred DMP proposal plan or
accept the whole session as advisory only.
- 26 -
b) Upon customer’s acceptance, the financial advisor to confirm the
selected DMP Proposal plan (single or step-up) in line with the
customer’s cashflow. DMP proposal to be generated without human
intervention, followed by Auto-approval flow.
c) The automatic DMP Plan with Auto-Approval is to be executed via

CBS (integration with FA System).
d) Customers who are not eligible under URUS initiative after

CBS filtration process will be directed to the FA System for an advisory
session and a Draft DMP proposal plan will be generated and offered
to these customers. Upon customer’s agreement of the Draft DMP
proposal plan, the financial advisor proceeds to process the DMP in
CBS, which is integrated with the FA System.
e) Customer who are rejected upfront for URUS will be referred to AKPK
by banks via FI gateway (FI Linkage) to undergo advisory session in
the FA System and a Draft DMP proposal plan will be generated and
offered to these customers. Upon customer’s agreement of the Draft
DMP proposal plan, the financial advisor proceeds to process the
DMP in CBS, which is integrated with the FA System.
f) Customer who do meet the criteria for FIRST scheme will be referred
to AKPK by banks via FI gateway (FI Linkage) to undergo advisory
session in the FA System and a Draft DMP proposal plan will be
generated and offered to these customers. Upon customer’s
agreement of the Draft DMP proposal plan, the financial advisor
proceeds to process the DMP in CBS, which is integrated with the FA
System.
g) Those who do not agree to be in DMP should be given the choice to

either proceed with FA only or to withdraw.
h) The CBS-Auto approved DMP plan is to be reflected in the FA Portal.
- 27 -
Financial Resolutions – Business (SDRS)
a) Financial advisory service is offered to customers who are facing

business debt problems, seeking advice pertaining their SDRS &
SMEHD business loans.
b) Financial advisor to identify customers’ loans are either with single or

multiple lenders.
c) Advisory will take place and at the end of the session, and
SDRS/SMEHD proposal plans reflecting both single and step-up
payments will be generated. Customer may choose the preferred
SDRS/SMEHD proposal plan or accept the whole session as
advisory only.
d) Upon customer’s acceptance, the financial advisor is to confirm the

selected SDRS/SMEHD Proposal plan (single or step-up) in line with
the their cashflow. SDRS/SMEHD proposal to be generated without
human intervention, followed by Auto-approval flow.
e) The auto-SDRS/SMEHD Plan with Auto-Approval is to be executed

via CBS (integration with FA System).
f) Microenterprises that do not meet the criteria for the FIRST Scheme
will be directed by bank via the FI Linkage to the FA System for an
advisory session and DMP/SDRS.
g) Microenterprise with exposure more than RM 5 million and loans

under CGC (Credit Guarantee Corporation), SJPP (Syarikat Jaminan
Pembiayaan Perniagaan guarantee) and loans owing to SME Bank, a
Draft proposal plan will be generated and offered to these customers.
Upon customer’s agreement for the DMP/SDRS proposal plan, the
financial advisor proceeds to process the DMP/SDRS in CBS, which
is integrated with the FA System.
- 28 -
h) Those who do not agree to be in DMP/SDRS should be given the
choice to either proceed with FA only or to withdraw.
i) The CBS-Auto approved SDRS/SMEHD plan is to be reflected in the

FA Portal.
Is a housing loan agreement in which a home owner can borrow against

his/her housing equity and get a monthly payment from the FI while still
occupying the home until home owner or his/her spouse passes away,
moves out permanently or sells the property.
No repayment is required during their lifetime, where settlement of the loan

only occurs upon the demise of the homeowner or surviving spouse,
whichever later, by selling off the residential property to settle any
outstanding loan amount.
The Financial Advisor is to provide counselling to interested customers

filtered by EPF to explain the product features, the terms and condition of the
product and the consequences of taking this mortgage loan to ensure that
customer really understands the product features and terms and condition
before they make their decision on taking the mortgage loan. This is because
this targeted group of customer are senior citizens aged 55 years old and
above and the product features of this mortgage loan is unlike normal
mortgage loan.
After the counselling session is completed, the attendance of customer will

be updated in the FA System to generate confirmation of attendance of AKPK
counselling session, which can be viewed and printed via FA portal.
EPF & Cagamas are able to view the financial interventions that the customer
has undergone and the recommendations given in regards to the Reverse
Mortgage.
- 29 -
B) Financial Advisory (FA) Portal
1. Financial Advisory (FA) Portal
The FA portal is a website designed to give new and existing PFP customers
access to financial services and information which are interactive in nature.
To incorporate various applications for users (customers) which are interactive
and related to financial planning such as Financial Resolution (Household),
Financial Resolution (Business), Financial Skills (Financial Education
(Individual & Business), Financial Scoring (Household), Reverse Mortgage &
MyKNP (Household).
The Financial Advisory Portal consists of
a) Customer Dashboard
b) Self service Financial Calculator
c) Self Viewing (Tracking & Monitoring)
d) Customer Feedback
e) Customer Journey
f) Self service Financial Statements Simulation
g) Financial Planning guide (examples: advisory, restructuring ,
strategising, optimising [investment, retirement, debts], building cash-
flow for e.g.: focusing on passive income)
h) Self Viewing of Financial Scoring
i) Under every service selected, the system is to allow the customer to
upload required documents where the Optical character recognition or
optical character reader (OCR) converts the images of typed,
handwritten or printed text into machine-encoded text and this is read
from the scanned document, a photo of a document, a scene-photo or
from subtitle text superimposed on an image.
System functions:
a) To allow access to all services
b) To intergrate with selected AKPK systems (example: Power Portal,
Customer Portal)
- 30 -
c) To allow Withdrawal from URUS for enrolment into DMP
d) Customer to implement his/her Personalised Financial Plan
C) Integration with AKPK internal systems
1. Integration with AKPK internal systems and from any other upcoming AKPK
systems
a) EKYC
b) CCRIS
c) CBS
d) CERIA
e) Call Centre Facilitation Centre
f) One Stop Portal
g) FI Gateway
h) Virtual Centre of Excellence
i) FE Portal
j) Mobile Apps
k) Live Chat
l) Social Synergy Network
m) SME Self Diagnostic Toolkit
D) Customer Contact Point
a) An appointment system is required for existing URUS/FIRST Scheme

customers undergoing PFP in the event they seek further financial
advisory and at the same time, the appointment system enables new
and existing DMP customers to book appointments.
b) Customer’s contact points are AKPK’s One Stop Portal, Power Portal,
FA Portal, Customer Portal, Gateway Portal (FI Referral), CRM, Live
- 31 -
Chat, Call Centre Facilitation System, Virtual Centre of Excellence and
from any other upcoming AKPK systems.
c) On contact, customer should be able to to make an appointment on the

FA Appointment System.
d) Customer to provide personal details such as name, IC/Passport

number, contact number, email address, marital status and residential
address. All information is to be auto-reflected in the FA System.
e) While requesting for an appointment, customer will be subjected to

eKYC & gain access to CCRIS B2B for identification and CCRIS report
respectively.
f) Customer will then select to meet the Financial Advisor at the branch or
at the counselling office closest to them.
g) Customer selecting Branch have options to contact Financial Advisor

via
i. phone (T+1day). Financial Advisor to attend to enquiry within 2
days.
ii. video conferencing (MS Team/Google Meet) (T+2) Financial
Advisor to attend to enquiry within 3 days and the video
conference link to be automated and delivered to customer as
well as Financial Advisor.
iii. Walk-in (T+2). Customer to walk in to meet Financial Advisor on
the 3rd day from booking.
h) Customers selecting “Counselling office” have a walk in option (T+2).

Customer to walk in to meet Financial Advisor on the 3 rd day from
booking.
i) Customer will then select the required service from a selection of:
i. Financial Skills Household (Financial Education)
- 32 -
ii. Financial Skills Business (Financial Education)
iii. Financial Scoring (Household). To get consent from customer to
obtain his/her CTOS Report and customer to bear the cost.
system.
iv. Reverse Mortgage
v. Financial Resolution Household (DMP)
vi. Financial Resolution Business - (Small Debt Resolution Scheme
- (SDRS)
vii. Financial Planning (Investment Planning, Risk Management &
Insurance Planning, Tax/Zakat Planning, Retirement Planning &
Estate Planning)
viii. MyKNP (Household). For this service, the customer’s data will
j) Under every service selected, customers are required to answer all

profiling questions for the purpose of customer profiling (i.e. Financial
Health Check)
k) Under every service selected, the system is to allow the customer to

upload required documents where the Optical character recognition or
optical character reader (OCR) converts the images of typed,
handwritten or printed text into machine-encoded text and this is read
from the scanned document, a photo of a document, a scene-photo or
from subtitle text superimposed on an image.
l) Upon successfully obtaining an appointment, a notification will be sent

to the customer via email reflected in FA Portal.
m) Customers whose point of contact are from other AKPK systems will be
directed to the Appointment System to select required services.
- 33 -
n) Customer who request to speak to a Financial Advisor instead will be
directed immediately to the Financial Advisor (Dashboard) via the
Financial Advisory (FA) System.
o) The Appointment System is to have the administrative operations

functions and to have the flexibility to adapt to changes in the business
parameters.
p) Head of Department has the power to reassign appointment slots with

regards to appointment dates and type of appointments which are high
in volume from certain branch to another branch due to influx.
2. Referral from
a) FI linkage for URUS customers who are rejected upfront by the bank.
b) FI linkage for FIRST Scheme customers who are ineligible.
c) EPF for eligible Reverse Mortgage customers which will directed to
AKPK via the FI Gateway system.
 EPF & Cagamas are able to view the financial interventions
that the customer has undergone and the recommendations
given in regards to the Reverse Mortgage.
The above referrals are to be referred via the FA System and required
documents to be uploaded via the File Transfer Protocol (FTP) and to be
reflected in the FA System.
E) Financial Advisory Results
1. Based on the customer profiling/category system to provide

a) Self managed programme; or
b) Hand holding programme
F) Flow of information
- 34 -
1. Incoming information (input) to flow to the FA System from the following
resources:
a) CBS : DMP/SDRS
b) Appointment System
c) FA Portal
d) FI Gateway
e) Social Synergy Network, etc.
The Financial Advisory (FA) System is to have the flexibility to adapt to

changes in the business parameters.
The Social Synergy Network is offered to every AKPK new & existing DMP as
well as URUS/FIRST Scheme customers.
Phase 2
AKPK envisions the Financial Advisory (FA) System will be further enhanced
with the implementation of Phase 2, which is to include enhancement of Phase
1. However, Phase 2 is not relevant to the services/activities under
URUS/FIRST.
This phase of the Financial Advisory (FA) System is to include the following:
A) Digital Payment
B) Financial Planning modules
C) Financial Simulation (for Financial Planning) using algorithmic diagnostic
which is to be incorporated into all module comprising of Investment
Planning, Risk Management & Insurance Planning, Tax/Zakat Planning,
Retirement Planning, Estate Planning
D) Financial Planning Fact Sheet
E) MyKNP
F) Integration with External system
- 35 -
1. CTOS
In this phase the system caters for customers who are receiving Financial
Planning and MyKNP.
A) Financial Advisory (FA) System offers operational functions for users and
admin (back office) to perform daily job operations and this system consist
of:
1. Financial Advisory Dashboard
Digital payment
To facilitate current and future cashless sales and purchase transactions

between AKPK and its customers. To generate e-receipts to be sent via email
and the said transaction is to be recorded in the FA Portal and in the FA
System (to be integrated with the Finance Department System)
2. Automated Score Card
FA/HOB/Branch Performance
This score card will be reflected in the FA System and accessible by
authorised personnel and available in real time.
B) Financial Planning Modules
1. Financial Planning (Household) offers 5 E-Modules where customers are

provided with a financial plan comprising of E-modules.
This includes Investment Planning, Risk Management & Insurance Planning,

Tax/Zakat Planning, Retirement Planning and Estate Planning.
FA System is to have the function of adding or removing modules

according to changes in the Financial Planning syllabus.
- 36 -
a) Investment Planning
Where the financial advisors identifies the financial resources and
advised on the best possible manner for the resources to be
maximised at the minimum cost for maximum returns on
investment.
b) Risk Management & Insurance Planning
The financial advisor identifies and analyses loss exposures and
taking steps to minimise the financial impact of the risks they
impose. It involves determining the appropriate premium cover and
the value of insurance risk/income replacement needs.
c) Tax/Zakat Planning
Financial advisors work with customers to devise a tax/zakat efficient
strategy to maximise their tax/zakat returns and cash flow and to
mitigate the tax/zakat impact while taking into consideration their cash
flow, income channels, lifestyle needs to minimise the tax/zakat
liability.
d) Retirement Planning
Financial advisor projects future cash flows to gauge the retirement
income goal . The sources of income, expenses are identified and a
savings programme is implemented and steps to manage assets and

risk
- 37 -
are implemented. It takes into account not only assets and income
but also future expenses, liabilities, and life expectancy.
e) Estate Planning
The financial advisor will help devise and evaluate the customer’s
estate plan so that the customer is able to establish special
arrangements to fulfil his/her wishes which allows for peace of mind,
privacy and able to minimise tax. Advisor will recommend for
customers to make arrangement for a will, trust, life insurance, gifts,

tax
exclusions and asset protection.
C) Financial Planning Simulation
1. A Financial Planning Simulation using algorithmic diagnostic for quality

advisory to be incorporated for all the modules above.
 Financial Planning Fact Sheet to be incorporated in the FA
System
Finally, a completely developed Financial Plan is to be generated.
D) Financial Planning Fact Sheet
1. A Financial Fact Sheet will be referred to as a basis for the financial plan.
- 38 -
The Financial Fact Sheet is a document or spreadsheet that outlines
an individual's financial position at a given point in time including
general information about the individual, such as name and address,
along with a breakdown of total assets and liabilities, etc.
E) MyKNP
1. MyKNP – Khidmat Nasihat Pembiayaan
This is the advisory assistance provided to unsuccessful applicants for home

loans/financing.
The financial advisor advises and nurtures the customer to better
understand the factors affecting their financing application
to improve their eligibility for future loans/financing from the formal
financial system.
For this service, the customer’s data will need to be intergrated with the
FI Gateway.
The Financial Decision Summary (FDS) will be generated in the FA System

which will reflect feedback from the FI (T+3).
F) Integration with External system
1. CTOS
Upon receiving customer’s consent, the CTOS will be reflected in the FA

System and in the FA Portal.
CTOS information will be used to generate the financial scoring of the

customer.
- 39 -
AKPK shall provide the Information Architecture, Concept, relevant design
simulations and financial advisory plan/report and any other enhancement
requirement from Phase 1 that is to be developed in the Phase 2 of the project.
Project Goals
This system requirement is to accommodate the URUS/First Scheme initiatives.
1. Eligible URUS/First Scheme customers will undergo a profiling process where

they will be profiled as PFP 1 and PFP 2.
A) PFP 1 (Personalised Financial Plan) - URUS
Qualifying Criteria
 Loss of employment
 total number of facilities ≥ 4
 DSR > 40% (subject to living standards/location i.e. Urban/Rural)
 FE Assessment (Financial Health Check)
The PFP 1 customers will be directed to the Advisory channel for the Hand
Holding process where the customer will be engaged and monitored by a
financial advisor.
These customers will undergo Financial Planning involving Financial Planning

Simulations (algorithmic diagnostic for quality advisory) where they will be
granted :
 Customer’s Credit Report
Simultaneosly in the Hand Holding process, the customer will be given the PFP
modules before payment resumes in Month 7.
The PFP modules are
 Cash Flow Management
- 40 -
 Budgeting
 Saving
 Reduce Loan Commitment
In addition to the above, the customer will also be offered Solution Bases
Service (Social Synergy)
Finally, a Financial Advisory Report will be generated for the customer which
is assessable via the FA Portal.
B) PFP 2 (Personalised Financial Plan) – URUS/FIRST
Qualifying Criteria
 At least 50% loss of income (URUS)
 At least 25% loss of income (FIRST)
 Total number of facilities < 4
 DSR < 40% (subject to living standards/location i.e. Urban/Rural)
 FE Assessment (Financial Health Check)
PFP 2 customer goes through the Self Managed process.
These customers will undergo the Generic Credit Report where they will be
granted :
 Current Financial Position
 General Advisory (Financial Recommendation)
The Financial Advisory Report will be generated for the customer and the
customer will be notified via email, SMS and the FA Portal that the FA Report
In addition, the customer is able to request in the FA Portal for:
i. Solution Based Service (Social Synergy)

ii. PFP-Modules:
 Cash Flow Management
- 41 -
 Budgeting
 Saving
 Reduce Loan Commitment
Finally, a Financial Advisory Report will be generated for the customer which
System allows withdrawal from URUS to enrol for DMP in FA Portal.
2. In Month 5 the customer is granted PFP Review 1 where a Cash Flow

Management is implemented.
3. The customer will notified on the PFP Review 1 via FA Portal, email and SMS.
4. On accepting the PFP Review 1, the customer will implement the cash flow
management via the FA Portal.
5. The implementation by the customer will be reflected in the FA System.
6. If customer fails to accept/respond, two (2) reminders will be sent via FA Portal,
email and SMS.
7. Financial advisor is to follow up on customer in the event customers fail to

respond to reminders.
8. In Month 6 the customer is granted PFP Review 1 where a Cash Flow

Management is implemented.
9. The customer will notified on the PFP Review 1 via FA Portal, email and SMS.
10. On accepting the PFP Review 1 the customer will implement the cash flow
management via the FA Portal.
11. The implementation by the customer will be reflected in the FA System.
- 42 -
12. If customer fails to accept/respond, two (2) reminders will be sent via FA Portal,
email and SMS.
13. Financial advisor is to follow up on customer in the event that customers fail to
respond to the reminders.
14. In Month 7, the customer is expected to be able to meet the loan repayment
amount derived under URUS.
15. In Month 13, a review is to be conducted in the FA portal where the system
will prompt the customer (in the FA Portal) and the financial advisor (in the FA
System) to update on his/her financial position for the latest cash flow and net
worth information.
However, the system is to maintain the existing data that was previously
declared by the customer. All latest information will be channelled in to the FA
System for another round of Financial Scoring which will generate report on
the latest financial position, new recommendations and decisions.
16. One month before the end of URUS/First Scheme that is in Month 23, the FA
System and the FA Portal will alert the financial advisor and the customer
respectively on the outcome of the given Personalised Financial Plan
recommendations.
17. This is done where the customer will respond to a questionnaire in the FA
Portal.
18. The response to the questionnaire will then generate a report in FA System &
FA Portal where the current financial status of the customer will be reflected.
19. This will be depicted in a graph form (type of graph to be decided on) and in a
an interactive environment for the customer.
- 43 -
20. The customer is able to view the Tracking and Monitoring system in the FA
Portal whereas the financial advisor is able to view the Tracking and Monitoring
system in the FA System.
21. The customer can request a conversion from URUS to DMP/SDRS via the FA
Portal by selecting DMP/SDRS as an option.
22. The system will send a BLD request to the FI Gateway for the latest loan
outstanding balance.
23. Customer to update latest details and upload mandatory documents (latest)
24. All newly acquired details of the customer will be directed to Central
Processing Centre (CPC) for DMP processing.
The new FA System will be :

 the flagship of our brand and digital presence
 a model of accessibility, responsive, and user-centric design
 able to intergrate all AKPK systems
 top search results via search engines
 able to highlight in-house content that inspires, educates and engages
users
 able to guide visitors to their desired destinations
 able to offer highly friendly interface and tools for site administrators
 able to function with current and future systems/ features
 safe and secure for data, payment processes, and personal information
This RFP document describes the detailed scope and requirements of the
project as outlined in Section 3 and Section 4. All vendors must respond to the
requirements as outlined in this RFP for their proposals to be deemed compliant.
- 44 -
3. PROJECT MANAGEMENT REQUIREMENTS
The following are the requirements for the Project Implementation:

1 Project Management References
(Page # of
your
The vendor is to implement the project by providing a project proposal)
methodology including, but not limited to, the following:
1) Project work plan and status which includes:
a. overall timeline
b. detailed timeline
c. key milestones
d. risk and mitigation plans
e. key deliverables
f. others
2) A complete project documentation
3) Proper Vendor Project Management Team to prepare and
manager presentation slides, project meeting arrangement,
Minutes of Meetings, etc.
a. The Vendor Project Management Team must consist of
dedicated team members that include but are not limited
to Project Manager, Assistant Project Manager, Project
Management Office (PMO), Technical Lead, etc. to
manage this project from initiation until project hand-over
stage.
b. The Vendor’s PMO will also be the centre of
communication between the vendor and AKPK.
c. The Vendor Project Management Team must attend and
participate actively in project meetings (AKPK Project
Management Team and Project Steering Committee).
d. Vendor Project Manager to jointly update and present
the project status to AKPK stakeholders.
2 Implementation References
(Page # of
your
1) Update on progress – This report should provide the following proposal)
details:
 Project progress
 Immediate update to AKPK on the current status should
any issue arise.
2) Planned timelines
 Tasks completed during the week
 Issues and concerns
 Current period’s accomplishment
 Pending action items from previous period
3) Reporting period
- 45 -
 Next steps
 Interventions required
4) User Acceptance Test
 Conduct tests [hardware (if required), software UAT etc.]
with test plans devised by the vendor and appropriately
carry out the measures to meet the set standards.
5) Usability testing:
 Vendor must perform usability testing of the new
Financial Advisory (FA) System design with
representative target users. The goal is to determine if
the new design, navigation, content strategy and layout
appropriately meet primary users needs. While this task
can be done with static design mockups, it is generally
more effective if testing with a subset of functional,
designed HTML pages is conducted. AKPK will assist
the vendor in coordination.
6) Plan, configure and deploy the solution in AKPK Non-
Production (Testing & Development), Production Data
Centre (DC-Hot) and Data Recovery Centre (DRC-Cold).
3 Training and Documentation References

(Page # of
your
Vendor shall provide training, user manuals and training videos proposal)
for all system users, including the administrator, within the delivery
timeframe as below;
1) Transfer of Technology (ToT) – User Training
 To provide a hands-on training to develop the
understanding of proposed solution to 16 users with a
maximum of 8 users per session.
2) Transfer of Technology (ToT) – Administrator Training
 To provide an administration training to a maximum of
5 users.
 To conduct training to an identified group of end-users.
The vendor should apply the Train-the-Trainer approach
using various mediums of communications and training
tools.
3) Prepare detailed training manuals / presentations containing
appropriate flowcharts etc. for end-user training that is to be
conducted at locations specified by AKPK.
4 Product Warranty References

(Page # of
your
1) The solution should not be end-of-life for the next five (5) years proposal)
2) The solution should come with a three (3) months warranty
period upon Go-live to cover support and fixes.
- 46 -
3) All software warranty and maintenance cost will commence
from Go-Live date, and not from the purchase date.
5 Post Implementation Review / Change Management References

(Page # of
awareness
your
proposal)
1) The vendor to provide handholding services to help build
AKPK’s capability in using the solution for three (3) months
upon Go-live.
2) The vendor to prepare all operating manuals, user manuals,
system manuals, IT security manuals etc. as required.
3) Upon completion and satisfaction of PIR, the vendor shall
prepare the handover to AKPK.
6 Support and Maintenance References
(Page # of
your
1) Upon project closure, the vendor shall handover the source proposal)
code, master files and hosting credentials to AKPK.
2) The three (3) years support maintenance shall kick start
upon completion of PIR and project closure, where the vendor
should conduct a Preventive Maintenance exercise on the
solution yearly thereafter within the maintenance period.
3) Before the expiry of the three (3) years maintenance, the
renewal should be arranged and reviewed six (6) months in
advance prior to the expiration.
4) The vendor will prepare the Maintenance Agreement, with the
clauses agreed upon by both AKPK and vendor.
7 Timeline References
(Page # of
your
The Phase 1 project is expected to Go-Live within four (4) months. proposal)
Targeting to kick off the project by November 2021 and to
complete by March 2022.
Phase 1:
A. The FA System consists of
1. FA System Dashboard, which will include:
i. FA/HOB/HOD/GM Dashboard
ii. Support staff Dashboard
iii. Admin Dashboard
2. Financial Calculator
- 47 -
3. Tracking & Monitoring system
4. Digital Feedback
5. Customer Journey
6. FA Helpdesk
7. Financial Statements
8. CCRIS Report
9. Financial Advisor Report
10. FE Modules (Household), which will include:
i. Borrowing Basics
ii. Credit cards
iv. Hire Purchase
v. Housing Loan/Home FinancingBudget
vi. Cash Flow Management
vii. Banking Facilities
viii. Islamic Banking
ix. Internet Banking
x. Insurance & Takaful
xi. Investment
xii. Cagamas Module
11. FE Modules (Household – URUS/FIRST Scheme)
i. Assessing current situation (Pre survey financial
health check)
ii. Setting goals and cashflow management (setting
goals, cashflow, savings)
iii. Borrowing Basics 1 (understanding Debt to
Income Ratio, Credit record)
iv. Managing Debt (acknowledging, analysing, action,
redress avenues)
v. Wealth Management (investments, scams,
redress avenues, Need of protection Tips and
guide)
vi. Borrowing Basics 2 (Credit Cards, Hire Purchase,
Housing Loan)
- 48 -
12. FE Modules [Business (microenterprise) – FIRST
Scheme]
i. Financial Landscape 1 (SME Landscape, BWBN)
iii. Business Values & Ethics (Role of ethics in
personal business
13. FA Modules (PFP) related to URUS/FIRST Scheme,
which includes:
ii. Budget
iii. Savings
14. Financial Resolutions – Household (DMP) & Business
(SDRS)
15. Financial Analysis resulting in a
 Financial Scoring Report based on the
i. Ratio Analysis
 Customer Category/Profiling
16. Financial Simulation (PFP-URUS/FIRST Scheme),
which includes:
i. Saving Simulation
ii. Budgeting Simulation
iii. Cash Flow Simulation
B. The Financial Advisory Portal (FA Portal) consists of

i. Customer Dashboard
ii. Self service Financial Calculator
iii. Self Viewing (Tracking & Monitoring)
iv. Customer Feedback
- 49 -
v. Customer Journey
vi. Self service Financial Statement Simulation
vii. Financial Planning guide (examples: advisory,
restructuring, strategising, optimising
[investment, retirement, debts], building cash-flow
for e.g.: focusing on passive income)
viii. Self Viewing of Financial Scoring
ix. Under every service selected, the system is to
allow the customer to upload required documents
where the Optical character recognition or optical
character reader (OCR) converts the images of
typed, handwritten or printed text into machine-
encoded text and this is read from the scanned
document, a photo of a document, a scene-photo
or from subtitle text superimposed on an image.
C. Integration with AKPK Internal systems

1. EKYC
2. CCRIS
3. CBS
4. CERIA
5. Call Centre Facilitation Centre
6. One Stop Portal
7. FI Gateway
8. Virtual Centre of Excellence
9. FE Portal
10. Mobile Apps
11. Live Chat
12. Social Synergy Network
13. SME Self Diagnostic Toolkit
D. Customer Contact Point

1. Appointment System (One Stop Portal, Power Portal,
FA Portal, Customer Portal, Gateway Portal (FI
- 50 -
Referral), CRM, Live Chat, Call Centre Facilitation
System, Virtual Centre of Excellence and from any
other upcoming AKPK systems)
2. Referral from
i. FI linkage for URUS customers who are
rejected upfront by the bank
ii. FI linkage for FIRST Scheme customers who
are ineligible.
iii. EPF for eligible Reverse Mortgage customers
which will directed to AKPK via the FI gateway
system.
 EPF & Cagamas are able to view the
financial interventions that the
customer has undergone and the
recommendations given in regards to
the Reverse Mortgage.
(The above referrals to be referred via the FA System

and required documents to be uploaded via the File
Transfer Protocol (FTP) and to be reflected in the FA
System)
E. Financial Advisory Results

Based on the customer profiling/category system to provide
1. Self managed programme
2. Hand holding programme
F. Flow of Information
1. CBS : DMP/SDRS
3. FA Portal
4. FI Gateway
5. Social Synergy Network, etc.
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The Phase 2 project is expected to Go-Live within seventeen (17)
months.
Targeting to kick off the project by March 2022 and to complete by
July 2023.
Phase 2:
A. Digital Payment
B. Financial Planning modules
C. Financial Simulation (for Financial Planning) using
algorithmic diagnostic which is to be incorporated into all
module comprising of Investment Planning, Risk
Management & Insurance Planning, Tax/Zakat Planning,
Retirement Planning, Estate Planning
D. Financial Planning Fact Sheet
E. MyKNP
F. Integration with External system
1. CTOS
(The remaining page is intentionally left blank)
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4. SOLUTION REQUIREMENTS
The vendor is required to provide the deliverables to AKPK as per the
Scope of Works (SOWs) as follows:
1 Practical Functions References
(Page # of
The FA System must be easy to use that Financial Advisors can
your
control the portal’s content and functionality without having any proposal)
advanced technical knowledge. Below are the features of the FA
System that AKPK aspires to have, but are not limited to:
1) The vendor must have experience in implementing a safe

and secure application of FA System with relevant
experience implemented in other organisations.
2) Ability to record, track and update customer information via

proposed FA System dashboard which covers details for:
a) individuals (households)
b) business (SMEs)
As indicated in Phase 1 (page 4) , the design must cover
i. Section A - Appointment System

V. An appointment system portal for existing URUS
customer undergoing PFP in the event they seek
further financial advisory and at the same time the
appointment system enables new and existing
customers to book appointments.
ii. Section B - Financial Advisory (FA) System

VI. A FA System dashboard which will assist Financial
Advisors in terms of financial advisory for URUS
customers comprises of:
 Tracking & Monitoring System
 Customer Journey
 Digital Feedback
 FA Helpdesk
 Financial Statement (Household & SME)
 FA Loan Calculator
 FA Report
 CCRIS Report &
 FA Portal
(The intended FA System process flow for Section A & B

are covered at page 63-68 for further understanding.)
3) Data analytics capabilities.

4) Pre-made templates – Customisable pre-made templates,
not limited to web page, landing page and email templates
- 53 -
5) Content staging – A built-in staging environment to
preview content before it is published live.
6) Multi-platform capability – Ability to support content on
various devices (tablets, smartphones, wearables, kiosk,
etc.) over multiple social media channels (Facebook,
Whatsapp etc.).
7) RSS Feed - Solution should have feeds to keep users and
subscribers up-to-date on important events, news and
announcements from the website. Users should be able to
subscribe from any RSS reader.
8) Webform – Ability to manage, build, view results any type
of form that is customisable to collect any type of data,
which can be submitted to our application or system and
integrated with our future applications / systems e.g. VCE,
CRM, BI tools, etc.
Notwithstanding the above, this RFP also welcomes vendors with

ready solutions with minor customisation available for
subscription.
Vendors must illustrate how the product can meet the

requirements stated in this RFP and the proposals will be
evaluated accordingly, including the proposal’s cost
effectiveness.
2 Integration and Migration References

(Page # of
1) Vendor to conduct a user requirements session to evaluate
your
the overall process of integration and migration deemed proposal)
suitable for Financial Advisory (FA) System.
2) Vendor to implement full content migration of current Website
https://www.akpk.org.my and relevant content migration from
other portals e.g. Microsite https://ask.akpk.org.my to FA
System where deemed fit.
3) The integration should cover AKPK’s current systems / sites.
For example, AKPK Customer Portal, AKPK Core Business
Systems (CBS) and others.
4) The integration should cover AKPK’s future systems / sites.
For example, Virtual Centre of Exellence (VCE), Financial
Education Solutions (SME Self-Diagnostic Toolkit, Financial
Education Learning Platforms), Financial Advisory System,
Customer Relationship Management Systems (CERIA), Debt
Collection System, AKPK’s Procurement System (Tender,
etc.), Business Intelligence Tool, Chatbot & LiveChat and
others.
- 54 -
5) The integration should include social media channels
(Facebook, Whatsapp,Twitter, LinkedIn, etc.).
3 Site Configuration, User Interface (UI) and User Experience References

(Page # of
(UX) Creation
your
1) The site should be optimised for different browser platforms proposal)
(Google Chrome, Microsoft Edge, Firefox, Safari) and
devices (desktop, mobile, tablets)
2) The site should support integrations for page analytics such
as Google Analytics etc
3) Public content on the site should be optimised for external
search engines.
4) The site should have a simple and standardised search with
a text-box able to search site-wide, such as a Google custom
search. Search should capture items like current and past
articles, public documents, photos and other contents within
the portal.
5) The site should provide a powerful search engine that
enables users to search by keyword and filter results and sort
by relevance, date, or other options.
6) The site should be able to detect and identify broken links and
alert site managers for repair.
7) The site should be set up to support multiple languages,
including right to left languages, with functionality for
automated translation of interface and content.
8) Site administrators should be able to review and modify
translated content through a workflow mechanism prior to
approval and publication on the website.
9) The site should be built so that site administrators can create
new sections, pages, and components within pages without
the need for technical development.
10) It should have the capability to design and display different
home landing pages based on whether a user is a visitor or
logged into their profile.
11) The homepage should be able to pull the most recent content
types from the respective areas across the website such as
News.
12) It should be possible for site managers to change the layout
of a page or new pages from within a predefined list of
templates.
13) It should be possible to create sub-sites which can inherit
features, user lists, and content from the parent site.
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14) Sub-sites should be customisable with different colour
themes, and several pre-defined page templates and layouts
to choose from.
15) It should be possible to send and receive the different types
of content between the main site and any sub-sites.
16) FA System users, both individuals and SMEs, can view their
financial journey in a simple dashboard feature (Financial
Resolution, Financial Skills, Financial Scoring, Financial
Education etc.)
4 Features And Content References

(Page # of
1) The site should support content types such as news, events,
your
jobs, files of various formats, multimedia, and profiles for proposal)
users and other entities.
2) Site administrators should be able to create, change, and
remove the taxonomies that are used to categorise content
types throughout the site.
3) The site should support a way to add, edit and move content
directly on an assigned webpage without the need to utilise
or be trained on a back-end administrative system (i.e.
HTML).
4) The site should support content editing including WYSIWYG
editing, Microsoft word cut-and-paste, and provide support
for rich text.
5) It should be possible to schedule the release and publication
of content on the site.
6) Content publishers must have the ability to preview changes
prior to publishing on the site.
7) Content should have version control and enable site
managers to revert back to old published content versions as
desired.
8) It should allow for site managers to define content as being
only displayed to users who are logged in, or public to all
users and visitors of the site.
9) Site users should be able to comment and 'like' content
throughout the site.
10) Site users should be able to rate content based on pre-
defined metrics and criteria as decided by the site
administrators.
11) Site administrators should be able to control which content
can be rated by site users with simple on/off functionality.
12) Users should be able to report content deemed to be
inappropriate which will notify site managers for review.
- 56 -
13) When users are viewing individual content, the site should
highlight similar and related content they may be interested
in.
14) It should be possible to share content from external platforms
such as Facebook, Instagram, Twitter, YouTube, LinkedIn
and online media page in posts and messages.
15) The site should automatically create and update a sitemap
and on-page breadcrumbs when content is added, edited or
removed from the site.
16) It should be possible to share public site content on social
media platforms such as Twitter, Facebook, and LinkedIn.
17) It should be possible to easily link and embed existing internal
site content into written posts and messages.
18) It should be possible to embed feeds from external social
platforms such as Facebook,Twitter, Instagram, etc.
19) Users should have the option to sign up to a newsletter that
is sent to personal email addresses.
20) The site should enable integration to third party / in-house
newsletter services.
21) Groups should allow the sharing of written content, files,
media, and other internal site content.
22) Group owners should be able to nominate other group
members as moderators with similar permission rights as the
group owner.
23) The site should be able to structure content in separate
libraries to make it easy to browse, and find content and
information.
24) The site should be able to display multimedia content such
as images and videos in galleries.
25) It should be possible for users to download content (files or
multimedia) from the respective libraries and galleries.
26) Users should be able to submit content to be featured on the
website in the respective libraries or areas of the portal.
27) Site administrators should be able to review user submitted
content prior to approval and publication on the portal.
28) It should have functionality for site administrators to add new
content in bulk to content libraries. For example, several new
organisations into a directory, or several new journal articles
into a research library.
29) The site should have functionality that enables users to
submit ideas and suggestions to be reviewed by Financial
Advisors.
30) The site should have a learning management system
integrated to host online courses.
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31) The site should allow users to book appointments for financial
advisory services easily via the portal.
32) The site should have a separate history report detailing user
login history, including the user type, the date and time of the
attempted login, the IP address of the user and whether the
login attempt was successful.
33) The site should allow administrator to create live poll / survey
/ form at any section of the portal.
34) The site should allow users to add simple links in the portal
to link to internal or external sites of collaborators and other
relevant stakeholders; an option to do so should be provided
through an automatic hyperlinking option.
5 Social Media Optimisation References

(Page # of
Allows visitors to share a page or pieces of content within a page
your
easily across various social media platforms. proposal)
6 Widget or component, including, among others: References

(Page # of
1) Navigation and sub-navigation menus
your
2) Content tags and site search proposal)
3) Headers and footers
4) Responsive tables
5) Banners, billboards, and cards
6) CTAs, promos, and buttons
7) Interactive and dynamic elements (movement)
8) Referral marketing tool
7 Multilingual support References

(Page # of
1) Ability to support different languages, specifically English and
your
Bahasa Melayu. proposal)
2) AKPK will address translation but consideration for a
multilingual experience (even if not inclusive to all pages,
pieces, etc.) is desired.
8 Alert banner & Pop-Ups References

(Page # of
Shall provide the function to enable display banner messages or
your
Pop-ups on the homepage, other pages, or all simultaneously. proposal)
These notices must allow for varied messages across pages and
published without delay.
9 Accessibility References
(Page # of
1) The portal should comply with World Wide Web Consortium’s
your
(W3C) Web Content Accessibility Guidelines (WCAG) 2.0 proposal)
- 58 -
(Level AA compliance) and Section 508 of the Rehabilitation
Act of 1973.
2) The vendor should follow best practices, voluntary standards
and guidelines developed by the World Wide Web
Consortium’s (W3C) Web Accessibility Initiative (WAI), and
train our users in creating accessible content.
10 Data Management and Governance References

(Page # of
1) Source code on customisation / integration will belong to
your
AKPK. proposal)
2) Data will belong to AKPK and must be stored on premise.
3) The final deliverables of the FA System project and all related
documentation are wholly owned and property of AKPK and
there are no additional charges to be made by tenderer after
commissioning and warranty period.
4) If intellectual property or confidential information is required to
enable the vendor to render its services for the FA System
project, the vendor shall be solely responsible for obtaining
approvals for the use of any intellectual property and/ or
confidential information that belongs to anyone else (i.e. third
parties).
5) AKPK shall wholly own all intellectual property and confidential
information that vendor creates in relation to this FA System
project.
6) If the vendor wishes to use the intellectual property and/ or
confidential information (mentioned in paragraph 10.5 above)
for the purposes that are not in relation to the performance of
the vendor’s services for the FA System project, it must obtain
prior written consent from AKPK.
11 Software Requirements References

(Page # of
Vendor must specify the following criteria and explain the
your
proposed solution requirement that will be implemented in AKPK, proposal)
including but not limited to the following:
1) Solution must use the latest programming language (i.e.: PHP,
.NET, etc.) framework/architecture and must reside in IIS 10
framework or later.
2) Solution interface (front end development) must use the latest
working version of HTML5, Bootstrap and CSS.
3) For the Solution Database, usage of the latest working version
of MSSQL or MYSQL database is compulsory.
4) The solution must reside on the Microsoft Windows 2016
platform or later.
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Upon implementation, the portal should at least have
development, testing, production and DR environment (on
virtualisation infrastructure to be provided by AKPK) with proper
licensing arrangements.
12 Security Requirements References

(Page # of
1) Testing for vulnerabilities through Security Posture
your
Assessment exercise by an independent vendor (cost to be proposal)
borne by vendor) must be conducted prior to Go-live to
address web application security risks complying to latest
“Open Web Application Security Project (OWASP) Top 10
Web Application Security Risks”.
2) Load Testing on FA System must be conducted by an
independent vendor (cost to be borne by vendor) prior to Go-
live to check the application’s ability to perform under
anticipated user loads and to identify performance
bottlenecks.
3) Upon completion of both exercises, vendor must submit the
report to AKPK as evidence as part of the Go-live condition.
4) Must use encryption method in:
a. Database
b. Integration
5) FA System must comply with the following security rules,
among others:
a. Proper session Expiry by setting an idle timeout for session
ID
b. Ensure that the session is properly terminated upon log-
out
c. Restrict file types for upload; check file extension and only
allow certain files to be uploaded by using Whitelist
method.
6) Vendor to ensure that the following component version (if in
use) must be updated whenever the latest working version is
available, but not limited to:
a. Drupal
b. jQuery
c. jQuery UI
d. Bootstrap
e. Moment.js
f. AngularJS
g. Flatpickr
7) For password management and storing, the portal must use
one of the current strongest encryption algorithms such as
AES-256, SHA-512, RIPEMD-320, Whirlpool or other similar.
- 60 -
8) The password policy should protect against the usage of,
among others:
a. Weak, default and well-known passwords.
b. Keyboard patterns.
c. Dictionary words.
d. User information as password (name, phone number,
etc.).
e. At least 8 characters long that contain lower and
uppercase characters, digits and symbols.
13 Compatibility Requirements References

(Page # of
1) Must be compatible with the following recognised web
your
browsers, but not limited to; proposal)
a. Microsoft Edge
b. Google Chrome
c. Mozilla Firefox
d. Internet Explorer
e. Safari
2) Must be user friendly and mobile responsive, with compatibility

with the following devices, but not limited to:
a. Smart phones (iOS and Android)
b. Tablets
c. Laptop / Desktop
14 System Integration Requirement (IT aspect) References

(Page # of
1) Ability to integrate with any AKPK existing and future
your
supporting system, among others, proposal)
a. Microsoft Active Directory Services 2012 or later
(Preferable 2019)
Capability to integrate with AD on the internal user access
authentication.
b. Email Services
Capability to integrate with AKPK Email System for the
email notification.
c. Other AKPK Systems

Capability to integrate with current and future AKPK
Systems via REST API.
15 Infrastructure Requirement References

(Page # of
1) Deployment is preferable to be on cloud where the cloud
your
settings will be determined by AKPK. proposal)
- 61 -
2) Vendor should propose the server specifications (application
server, web server, database server etc) to cater the
transactions volume which is estimated to be around 10,000
to 20,000 transactions per day.
3) To operate under Microsoft Windows Server 2016 and above
(preferable 2019).
4) Preferable to operate under Internet Information Services
(IIS) version 10.
5) The preference is that the proposed solution be installed
under the following environment, but not limited to:
Development / SIT – On Cloud

a. Web Server
b. API Server (Integration)
c. Database Server
Testing (UAT) – On Cloud

a. Web Server
c. Database Server
Production – (Managed by AKPK)

a. Primary Web Server
b. Primary API Server (Integration)
c. Secondary Web Server
d. Secondary API Server (Integration)
e. Primary Database Server
f. Secondary Database Server
Disaster Recovery (DR) – On cloud

a. Web Server
c. Database Server
6) Vendor to propose the recommended server specifications

for the development, testing, production and DR
environment.
- 62 -
Disclaimer: This page is for illustration purpose only. In the event of conflict, the RFP detailed write-up shall prevail.
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- 64 -
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5. DELIVERY TIMEFRAME
The project is expected to complete as per timeframe below:

No Description Expected Timeframe
Initial Consultation
1.1 Review term and present project timeline Within four (4) working
1 1.2 Clarify project scope weeks after project
1.3 Present concept or project details for kick off
feedback
1.4 Gather user and system requirements
Development stage
Within six (6) months
2.1 Priority objective/ scope of work
2 upon user
2.2 Present project progress for feedback
requirements sign off
2.3 Development, Customisation, Integration,
Configuration, Installation
Delivery
3.1 Establish test strategy Within six (6) working

3.2 Develop test plan, test script weeks upon
3
3.3 Conduct testing (UAT) completion of
3.4 Security Posture Assessment development
3.5 Load Testing
3.6 Usability Testing
Go-Live Within two (2) working
4 weeks after UAT sign
4.1 Deployment and commissioning off
Post Implementation Review (PIR)
Within two (2) working
5
weeks after Go-Live
5.1 Handholding and support
Warranty
Within three (3)
6
months after Go-Live
6.1 Product support
Project Closure
Within two (2) working
7 weeks after end of
7.1 Project documentation handover
warranty and PIR
7.2 Maintenance and support
- 69 -
6. RIGHT TO CLARIFY
6.1 AKPK reserves the right to seek further clarification on the vendor(s)
PROPOSAL. Where such clarifications may reasonably result in a
variation of the price, the vendor must submit a fresh quotation under
a separate sealed cover, within such period as specified by AKPK
6.2 Vendor(s) who are required to submit the fresh quotation as per 6.1
after the delivery of the PROPOSAL, are required to state the price
variation and such variations shall remain valid until the expiry of the
validity period
7. CONFIDENTIALITY OF INFORMATION
7.1 The information contained in this RFP is confidential. The vendor is

not permitted to publish, release, or disclose any portion of this
document without prior written consent of AKPK
7.2 Should a breach of confidentiality occur at any time before and after
the RFP proposal deadline, AKPK retains the right to disqualify the
proposal and may choose not to invite the defaulting vendor to any
future proposal exercises. AKPK reserves the right to claim
damages on any losses, if applicable, as a result of the breach.
8. TENDER DETAILS (COST PROPOSAL)
8.1 The unit price quoted for the proposed implementations must take into
account all relevant taxes, government duties, delivery charges,
installation, commissioning charges at site, etc. All prices supplied
should be itemised as per requirement.
8.2 All prices must be quoted on a fixed price basis in Ringgit Malaysia
(RM).
8.3 Price listed in the proposal shall be the vendor’s prevailing prices
currently in effect, provided that AKPK shall have the benefit of the
lower price, if the market price moves downward.
8.4 The cost should be itemised by module or sub-application, if
applicable.
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8.5 The cost of annual maintenance should also be included separately.
Where initial warranty is provided without charges, it should reflect as
a RM zero (0) cost.
8.6 Training class packages and the intended audiences should be listed
as a part of total project cost.
8.7 Any discount should also be itemised and quoted.
8.8 All costs and expenses incurred by vendor in any way associated with
the development, preparation, and submission of responses, including
but not limited to; the attendance at meetings, discussions,
demonstrations, proof of concept, etc. and providing any additional
information required by AKPK, will be borne entirely and exclusively
by the vendor.
8.9 Cost proposals must remain valid for a minimum of 180 calendar days
from date of submission. Where these prices are contingent upon
certain assumptions, these assumptions should be clearly
documented.
8.10 The costing of the requirement in the Functional and User
Requirement Study must be taken into consideration by the vendors.
8.11 AKPK reserves the right to accept or reject any additional cost from
Functional and User Requirement Study conducted above.
9. RFP SUBMISSION
9.1 Solution Proposal

In addition to the above, interested vendors are required to include the
following as attachment:
9.1.1 Overall strategy, approach and techniques for completing this
project.
9.1.2 Detailed evaluation methodology that describes the methods
used.
9.1.3 Qualifications, background and experience of Project Manager
and other team members proposed to work on the project.
9.1.4 Technical specification of solution to function at optimum level.
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9.1.5 Recommended virtual server specifications (e.g. Operating
System, Memory, vCPU, vharddisk size, etc.) for the
development, testing, production and DR environment.
9.1.6 Network and system architecture of the solution
9.1.7 Description of the chronology for completing the work, including
a time line and deadlines for each task.
9.1.8 Minimum three (3) examples of similar projects your company
has implemented with clearly explained design objectives,
approach, rational and the outcome with screenshots.
9.1.9 Relevant Suruhanjaya Syarikat Malaysia’s (SSM) documents
as follows:-
For Enterprise Company
 Company Profile
 Corporate Information
 Form D
 Latest Audited Financial Statements 2019 and 2020
 Product Brochures (if any)
 Letters of Authorisation from Principals and
Distributors (if any); or
For Sendirian Berhad & Berhad Company
 Company Profile
 Memorandum and Articles of Association
 Corporate Information
 Form 49
 Form 9 (Sendirian Berhad) & Form 8 (Berhad)
 Latest Audited Financial Statements 2019 and 2020
 Product Brochures (if any)
 Letters of Authorisation from Principals and Distributors (if
any)
9.1.10 Completed Person In-Charge Form.
9.1.11 Completed Company Profile Form.
9.2 Provide the following information/documents as Cost Proposal
(Appendix B):-
9.2.1 Provide Official Company Quotation for the Deliverables.
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(Vendor must submit this and refer to item #16 VALIDITY OF
THE QUOTATION for the validity period of the Quotation)
9.2.2 Fill up the Cost Summary (One Time Cost)
9.2.3 Fill up the Cost Summary (Recurring Cost)
9.2.4 Provide breakdown of Cost Proposal.
9.2.5 Provide proposed Payment Terms.
9.2.6 Provide Bank Information
10. METHOD OF SUBMISSION
By Softcopy ONLY
10.1 Proposals to this RFP must be sent via e-mail to
tender@akpk.org.my for both Solution Proposal (Appendix A) and
Cost Proposal (Appendix B).
10.2 The subject to the e-mail should read – “AKPK NEW FINANCIAL
ADVISORY (FA) SYSTEM, RFP# AKPK/RFP21/OCT03
SUBMITTED BY [VENDOR’S NAME HERE]”
10.3 Vendor is required to submit the Solution Proposal and Cost Proposal
in PDF format and encrypted with a password.
10.4 Vendors submitting Proposals shall receive e-mail confirmation
acknowledging receipt of their Proposals.
11. DELIVERY LOCATION
The locations for the Deliverables to AKPK’s office will be at:

No Location Address
Agensi Kaunseling Dan Level 6, Menara Bumiputera Commerce,

1.
Pengurusan Kredit (AKPK) Jalan Raja Laut, 50350 Kuala Lumpur.
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12. AKPK’s OFFICER IN-CHARGE
A bidder requiring any clarification on this RFP (technical or procurement matters)
may do so by sending the query to tender@akpk.org.my. However, AKPK is
under no obligation to respond to any queries.
a. AKPK’s Procurement officer in-charge is:

Name : Nur Hayati Mat Salleh
Email : tender@akpk.org.my
b. AKPK’s Technical officer in-charge is:

Name : Mohd Azmi Bin Mohd Supian
: Faizal Akhtar Bin Abdullah
: Mohd Hanis Hussin
: Muhamad Hizam Jamaludin
13. DEADLINE OF SUBMISSION

13.1 All quotations/proposals must reach AKPK by / before 12:30 pm on
17 November 2021.
13.2 Tender received after the deadline and/or do not comply with method
of submission as mentioned above will be rejected.
13.3 The vendor’s proof of posting and/or submission by other means shall
not be accepted as proof of receipt by AKPK.
13.4 Documents that are rejected or disqualified will be disposed-off at
AKPK.
13.5 Regardless of the method used for delivery, vendors shall be wholly
responsible for the timely submission of proposal.
13.6 Failure to provide all information required, in the format specified may
result in their Proposal being considered as a non-conforming
Proposal and liable to rejection.
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14. TENDER BRIEFING
14.1 The briefing on the tender will be conducted as follows:
Date : 8 November 2021
Time : 10.00 am
Venue : Microsoft Team (MS Team)
14.2 Please email to tender@akpk.org.my to request for the MS Teams
meeting link.
15. PROOF OF CONCEPT / CLARIFICATION SESSION / VENDOR

REFERENCE CHECK
15.1 Shortlisted vendors will be notified via email and are required to attend
and arrange Proof of Concept / Clarification session / Vendor
Reference Check virtually on a date between 29 November and 03
December 2021, subject to agreement by both parties.
15.2 Expectation of the session shall be as follows, but not limited to:
15.2.1 To demonstrate/evidence the features of the proposed solution
for AKPK.
15.2.2 Workable Mockup Demonstration based on requirements from
AKPK
a. Business Requirements
b. Technical Requirements
15.2.3 Project Implementation approach & methodology
a. Product Knowledge and Experience
15.2.4 Question & Answer (Q&A) session
16. VALIDITY OF THE QUOTATION

16.1 The validity of the quotation submitted shall be 180 calendar days;
16.2 To provide additional service with the same specification and price
within 12 months (if required) after first purchase done; and
16.3 All cost are inclusive delivery charges & installation cost and all other
taxes incidental to the Deliverables.
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17. AWARD OF THE CONTRACT
17.1 Before the expiry period of validity of the proposal, AKPK shall notify
the selected vendor in writing by email that its Proposal has been
accepted by AKPK and any intention to award a Contract.
17.2 The selected vendor will be issued with an official Letter of Award
(LOA).
17.3 Prior to such an issuance, price negotiation may be carried out with
the selected vendor.
17.4 The parties to the contract shall have it signed within ten (10) days
from the date of LOA issuance unless there is an administrative
review request.
17.5 The selected vendor shall prepare the Project Agreement or
Maintenance Agreement (where required) within two (2) weeks upon
acceptance of the Letter of Award from AKPK.
17.6 Stamp duty is to be borne by the selected vendor.
17.7 The project shall commence once the Project Agreement or
Maintenance Agreement (where required) is signed by both parties,
AKPK and the selected vendor.
18. ANTI-BRIBERY AND ANTI-CORRUPTION

18.1 AKPK is committed to conducting business in an ethical and honest
manner and has zero-tolerance for bribery and corrupt activities.
18.2 We are committed in all business dealings and relationships and will
constantly uphold all laws relating anti-bribery and anti-corruption in
Malaysia in particular the Malaysia Anti-Corruption Commission Act
2009. The Supplier is required to comply with the provision set out in
the Standard Operating Procedures Anti-Bribery and Anti-Corruption.
19. WHISTLE BLOWING

The Supplier is required to comply with the Provision set out in the
Standard Operating Procedures: Whistle-blowing. Report on
whistleblowing matters are as follows:
19.1 The Supplier is encouraged to report any concern by completing the
Whistleblowing Incident Report Form (WIRF) as attached in
Appendix C.
- 76 -
19.2 The Supplier shall as soon as possible, in writing or orally, inform the
CEO of AKPK, upon having knowledge of any director, officer or
employee of AKPK, directly or indirectly, asking for or receiving, any
gratification whether for his own personal benefit or advantage or for
the benefit or advantage of any other person, in relation to this
Agreement, whether before, during or after the term of this
Agreement at ceo@akpk.org.my
19.3 If the concern involves the CEO of AKPK, the whistle-blower could
address his concern either by post or email to the Chairman of
AKPK’s Audit Committee at acchairman@akpk.org.my
19.4 If the concern involves a Director of the Board, you should share your
concern either by post or email with the Chairman of the Board at
chairman@akpk.org.my
‘Gratification’ includes corruption or bribery, any gift, money, property or thing

of value, or any service, favour or other intangible benefit or consideration of
any kind, or any other similar advantage.
- 77 -
APPENDIX A
A. SOLUTION PROPOSAL
1. CHECKLIST (TO HAVE THE FOLLOWING DOCUMENTS)

Tick
No Description Envelope
()
I. Solution Proposal write up (item no 9.1)
Overall strategy, approach and techniques for completing
a.
this project.
Detailed evaluation methodology that describes the
b.
methods used.
Technical specification of solution to function at optimum
c.
level
Recommended virtual server specifications (e.g.
Operating System, Memory, vCPU, vharddisk size, etc.)
d.
for the development, testing, production and DR
environment.
e. Network and system architecture of the solution
Description of the chronology for completing the work,
f.
including timeline and deadlines for each task.
Minimum three (3) examples of similar projects your
Solution
company has implemented with clearly explain the design
g. Proposal
objectives, approach, rational and the outcome with
screenshots.
II. Product Brochures (if applicable)
Letters of Authorisation from Principals and
III.
Distributors, if any
Company Profile form
IV. Memorandum and Articles of Association
Corporate Information (SSM)
Form D (Enterprise), Form 9 (Sendirian Berhad) &
Form 8 (Berhad)
V. Form 49 ( Sendirian Berhad & Berhad)
Latest Audited Financial Statements 2019 & 2020
Qualifications, background and experience of Project
VI. Manager and other team members proposed to work
on the project.
In case of joint venture or any other form of
partnership (JV) besides Security Posture
VII. Assessment & Load Testing services by third party,
provide the legal name of each party with role &
function
Declaration of any relationship with AKPK Board
VIII. members or Staff i.e. parents, spouse, children,
siblings (if any)
- 78 -
2. PERSON IN-CHARGE
Full Name
Designation
Contact Number (Off)
Mobile Number (HP)
Email
Signature
Date
Company Stamp
- 79 -
COMPANY PROFILE FORM
This section covers generic company information that will provide a quick
overview of the vendor/solution provider organisation. Please fill in as much
information as possible, and feel free to add additional information in the form
of attachment.
i. Particulars of Company
No Items Explanation
1. Company Name
Company Registration No.

2.
(for company registered in Malaysia)
3. Business Address
Correspondence Address
4.
(if different from the above business address)
5. Telephone No.
6. Fax No.
Operation hours and support contact numbers
( Helpdesk)
Name:
Contact No.:
Email:
7. Name:
Contact Person(s) for AKPK to communicate
Contact No.:
regarding the proposal Email:
Name:
Contact No.:
Email:
8. Number of years in business operation
9. Latest Audited Financial Statements
10. SSM Certification (e.g. Form 49. Form 9, etc.)
11. Company Nature of Business
12. Company Paid up Capital
13. Company Share Holder Fund
14. Total Staff – Company
Total Staff – For This Project
(Project Manager, Project Management Office,
15.
Business Analyst, Developer, Designer, Trainer,
Engineer, etc.) where applicable.
- 80 -
ii. Company’s Directors (Please add more where required or you may
attach the CV of directors in the Solution Proposal)
Experiences,
Name of Position in Education /
No. Period
Directors Company Professional
Qualifications
1.
2.
3.
iii. Company’s Current and Past Work Experience (latest 3 projects)

Please attach the list of similar contracts/projects performed by your company.
The list should be confined only to similar or related
supply/services/works described in this RFP document and presented in
the format specified below (please add more rows if not sufficient).
Completion
No. Client Name Project Description
Date
1.
2.
3.
Failure to provide suitable references may result in the Vendor’s proposal
being rejected without further consideration.
DECLARATION
We declare that:
a. All the information and statements made in Solution Proposal, Cost
Proposal & Company Profile Form and item b below, are true and we
accept that any misrepresentation contained in it may lead to our
disqualification; and
b. We have no outstanding bankruptcy or pending litigation or any legal action
or planned office closures, and/or impending merger that could impair our
operation as a going concern.
Signature
Name
Designation
Mobile Number
Email Address
Date
- 81 -
APPENDIX B
B. COST PROPOSAL
1. CHECKLIST
No Description Tick Envelope
1. Official Quotation (Must provide detailed Bill of Materials) ( )
2. Cost Summary (One Time Cost)

3. Cost Summary (Recurring Cost) Cost
4. Breakdown of the Cost Proposal Proposal
5. Proposed Payment Terms
6. Bank Information
2. COST SUMMARY (One time Cost)
No. Description QTY. Cost per Tax Total Cost

unit (RM) (RM) (RM)
Project Management and
1
Consultation
2 Requirement Analysis
Development, Customisation,
3
Configuration, Installation
4 Integration (where applicable)
5 User Acceptance Testing (UAT)
6 Security Posture Assessment
7 Load Testing
8 Usability Testing
9 Administrator and User Training
10 Deployment / Go-Live
11 Cost of Solution Licenses
12 Post Implementation Review
13 Warranty
14 Others (please state)
GRAND TOTAL
- 82 -
3. COST SUMMARY (Recurring Cost)
Cost per Tax Total Cost
No. Description QTY.
unit (RM) (RM) (RM)
1 Cost of maintenance (Year 1) 1 Lot
4 Other costs (if any, please describe)
GRAND TOTAL
4. BREAKDOWN OF COST PROPOSAL

The breakdown of the cost for each items specified in 2. COST PROPOSAL
where applicable.
1. Method of deriving cost for each item
2. The assumptions or conditions made, the resources required and man-day rate where
possible to derive the cost.
3. Man-day rate (if in use) as it will be the basis for future enhancements or additional work
required going forward.
5. PROPOSED PAYMENT TERMS
Description
Preferred Payment Terms (min. 5% for each milestone)

i. Upon Project Kick-off : 5%
ii. Upon Completion of Requirement Sign Off : 10%
iii. Upon Completion of Development & Integration : 25%
iv. Upon Completion of User Acceptance Testing & Trainings : 25%
v. Upon Completion of Security Posture Assessment and Load Testing : 10%
vi. Upon Completion of Deployment & Commissioning : 20%
vii. Upon Project Closure and Handover to AKPK : 5%
(Please state if the payment terms are not as per the above preferred terms)
- 83 -
6. BANK INFORMATION
Manner of Payment
i. Name of Bank :
ii. Address of Bank :
iii. Account number :
iv. Account type : Current / Saving
v. Account scheme : Conventional / Islamic
- 84 -
APPENDIX C
Whistle-blower Incident Report Form (WIRF)
Instruction: All reports should be made using the WIRF
Reporting Improper Conduct

You should share your concerns of improper conduct to the Chief Executive Officer (CEO) of
AKPK. If it is inappropriate to make the report to the CEO, you can report your concerns to the
Chairman of the Board of Directors or Chairman of the Board Audit Committee. Alternatively,
you may mail the completed WIRF to the Chairman of the Board of Directors or to the
Chairman of the Board Audit Committee.
Date of Report: _____________________________________________________
Person reporting the actual or suspected Improper Conduct

(Do not complete this section if you wish this to be an anonymous report)
Name : _____________________________________________________
Email address : _____________________________________________________
Telephone number : _____________________________________________________
Person against whom the report of actual or suspected Improper Conduct is being
made:
Name : _____________________________________________________
Email address : _____________________________________________________
Telephone number : _____________________________________________________
*Use the back of this form or additional sheets of paper to describe the alleged Improper
Conduct. Include specific facts and documentation, if any, as well as the names of any
individual at AKPK with whom you have discussed your concerns.
[END OF THE RFP]
- 85 -

AKPK's New Financial Advisory System RFP

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AKPK's New Financial Advisory System RFP

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AGENSI KAUNSELING DAN PENGURUSAN KREDIT

AKPK NEW FINANCIAL ADVISORY (FA)

Request for Proposal

ISSUE DATE : 29 OCTOBER 2021

AKPK's Financial Advisory services strives to provide personalised financial

It is an extension of our goals to empower the community – households and

2. PROJECT BACKGROUND AND GOALS

The purpose of this Request for Proposal (RFP) is to obtain comprehensive

The 6 steps are

Step 1: Determine Your Current Financial Situation

The FA System is expected to complete by 3Q 2023. It also is expected to

AKPK envisions the Financial Advisory (FA) System to be implemented in 2

A. The FA System consist of

19. Reverse Mortgage

E. Customer Contact Point

(The above referrals to be referred via the FA System and required

Simulation (PFP-URUS/FIRST Scheme), Reverse Mortgage, Financial

Advisory Portal, Integration with AKPK Internal systems, Customer contact

point, Financial Advisory Results and Flow of information.

A) FA System offers operational functions for users and

1. Financial Advisory Dashboard

The FA Dashboard serves as a platform for all financial activities between

 FA/Head of Branches (HOBs)/HOD/GM Dashboard

Its characteristics are as follow:

 Total number of Appointment by each service

FA Calculator is to be incorporated in the FA System as an e-advisory tool

a) Housing Loan/Financing Simulations as well as Payment

c) Hire Purchase Simulations as well as Payment Amortisation

d) Credit Card Simulations as well as Payment Amortisation

Example of a step-by-step usage:

e) Personal Loan/Financiang Simulations as well as Payment

g) Future Retirement Savings Projections

Example of a step-by-step usage:

h) Debt Management Programme – Restructuring Calculation Calculator

i) Small Debt Resolution Scheme Calculator for all secured and

3. Tracking & Monitoring System

Able to view and access customer’s feedback on the implementation on the

Able to accommodate customer’s feedback for Individual and SME for

Is an internal communication channel to facilitate communication between

7. Financial Statements (Household)

Customers personal information to be captured in various templates to be

Other Types of Income:

The above templates will create the Cashflow Statement

III. Assets Template

IV. Liabilities Template

The above templates will create the Networth Statement

Example of items in a Networth Statement shown below:

All templates are customisable to accommodate changes in the services.

Financial Statements (SME)

Customers’ business information is to be captured in various templates to be

II. Expenses Template

III. Assets Template

IV. Liabilities Template

The above templates will create the Balance Sheet Statement

All templates are customisable to accommodate changes in the services.

The system to have a Cashflow Projection Template for future income.

Central Credit Reference Information System (CCRIS) is a report or

9. Financial Advisory Report

Reports required according to services provided i.e.

Other Reports required include:

a) FA service is offered to customers who are seeking advice on

b) Establish the customer’s needs/identify whether: