Client Charter

Managing and Distributing of R&D&C Funds

1. Process and inform applicants of the funding decision within 60 days from the received date of the completed application.
2. Issuance of offer letter and document of agreement to the beneficiary within 30 days from the date of approval.
3. Release payment to the beneficiary within 14 days of acceptance of the completed document of agreement.
4. Release progress payment to the beneficiary within 14 days from the date of approval.

Improving the Quantity and Quality of STI’s Human Capital

1. Process and finalise the applications for Human Capital Development Fund (HCD) within 45 days from the received date of the completed application.
2. Inform the result of the HCD funds within 7 days from the date the decision is made available.

Disseminating National Science, Technology and Innovation (STI) Data and Information

1. Ensure that STI’s online data and information are always up-todate.
2. To respond to STI’s data and services requisition within 3 working days.

Improving Customer Service Delivery

1. To provide initial feedback on the complaints within 3 working days from the received date.
2. Process and issue payment of bills and invoices within 14 days from the received date of completed document.
3. To ensure accessibility of Portal is not less than 99.5% success rate.
4. To respond to complaints on non-accessibilty of Portal within 1 hour after the complaints were received.