CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT – YEAR 2020
TOWN PLANNING DEPARTMENT
| NO |
CLIENT CHARTER
|
JAN | FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC |
| 1 | Ensure that the planning permission applications are processed efficiently, in an orderly manner, in compliance with all the rules within 30 working days until the One Stop Centre (OSC) Committee Meeting. | J: 53 100% c: 53 tc: 0 dt: 0 | J: 52 100% c: 52 tc: 0 dt: 0 | J: 33 100% c: 33 tc: 0 dt: 0 | NIL | J: 18 100% c: 18 tc:0 dt:0 | J: 26 100% c: 26 tc:0 dt:0 | J: 22 100% c: 22 tc:0 dt:0 | J: 24 100% c: 24 tc:0 dt:0 | J: 23 100% c: 23 tc:0 dt:0 | J: 30 100% c: 30 tc:0 dt:0 | J: 35 100% c: 35 tc:0 dt:0 | J: 56 100% c: 56 tc:0 dt:0 |
| 2 | Ensure that the application for the approval of address system is processed efficiently, orderly and in compliance with all the rules within 14 working days until the One Stop Centre (OSC) Committee Meeting. | J: 8 100% c: 8 tc: 0 dt: 0 | J: 2 100% c: 2 tc: 0 dt: 0 | J: 4 100% c: 4 tc: 0 dt: 0 | NIL | J: 3 100% c: 3 tc:0 dt:0 | J: 8 100% c: 8 tc:0 dt:0 | J: 3 100% c: 3 tc:0 dt:0 | J: 6 100% c: 6 tc:0 dt:0 | J: 4 100% c: 4 tc:0 dt:0 | J: 6 100% c: 6 tc:0 dt:0 | J: 4 100% c: 4 tc:0 dt:0 | J: 3 100% c: 3 tc:0 dt:0 |
| 3 | Review, prepare and submit comments of land applications / land matters to the Sepang District Land Administration / Selangor State Director of Lands and Mines within 14 working days. | J: 22 100% c: 22 tc: 0 dt: 0 | J: 11 100% c: 11 tc: 0 dt: 0 | J: 17 100% c: 17 tc: 0 dt: 0 | NIL | J: 16 100% c: 16 tc:0 dt:0 | J: 13 100% c: 13 tc:0 dt:0 | J: 25 100% c: 25 tc:0 dt:0 | J: 11 100% c: 11 tc:0 dt:0 | J: 28 100% c: 28 tc:0 dt:0 | J: 29 100% c: 29 tc:0 dt:0 | J: 10 100% c: 10 tc:0 dt:0 | J: 36 100% c: 36 tc:0 dt:0 |
| 4 | Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days. | J: 24 100% c: 24 tc: 0 dt: 0 | J: 22 100% c: 22 tc: 0 dt: 0 | J: 10 100% c: 10 tc: 0 dt: 0 | NIL | NIL | J: 15 100% c: 15 tc:0 dt:0 | J: 8 100% c: 8 tc: 0 dt: 0 | J: 7 100% c: 7 tc: 0 dt: 0 | J: 38 100% c: 38 tc:0 dt:0 | J: 13 100% c: 13 tc:0 dt:0 | J: 23 100% c: 23 tc:0 dt:0 | J: 26 100% c: 26 tc:0 dt:0 |
| 5 | Ensure processing of landscape plan applications received from One Stop Centre (OSC) Unit is carried out efficiently, in an orderly manner and in compliance with all set of rules approved within 30 working days. | J: 3 100% c: 3 tc: 0 dt: 0 | J: 7 100% c: 7 tc: 0 dt: 0 | J: 3 100% c: 0 tc: 0 dt: 0 | NIL | J: 1 100% c: 7 tc:0 dt 0 | J: 2 100% c: 2 tc:0 dt:0 | J: 7 100% c: 7 tc: 0 dt: 0 | J: 6 100% c: 6 tc: 0 dt: 0 | J: 6 100% c: 6 tc:0 dt:0 | J: 6 100% c: 6 tc:0 dt:0 | J: 4 100% c: 4 tc:0 dt:0 | J: 6 100% c: 6 tc:0 dt:0 |
| 6 | Reviews on Planning Approval within 14 working days. | J: 18 100% c: 18 tc: 0 dt: 0 | J: 20 100% c: 20 tc: 0 dt: 0 | J: 11 100% c: 11 tc: 0 dt: 0 | J: 20 100% c: 20 tc: 0 dt: 0 | J: 1 100% c: 1 tc:0 dt:0 | J: 10 100% c: 10 tc:0 dt:0 | J: 11 100% c: 11 tc: 0 dt: 0 | J: 12 100% c: 12 tc: 0 dt: 0 | J: 28 100% c: 28 tc:0 dt:0 | J: 10 100% c: 10 tc:0 dt:0 | J: 38 100% c: 38 tc:0 dt:0 | J: 22 100% c: 22 tc:0 dt:0 |
COMMUNITY DEVELOPMENT DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2020 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1. | Feedback of public facilities booking (2 working days from the date of receiving application. | 404/404 100% |
407/407 100% |
223/223 100% |
NIL | NIL | NIL | 131/131 100% |
357/357 100% |
470/470 100% | 232/232 100% | NIL | NIL |
| 2. | Process of Purchase Forms (B.P) and Government Orders (L.O) for JPP programmes. (3 working days). | 45/45 100% |
61/61 100% |
30/30 100% |
27/27 100% |
23/23 100% |
19/19 100% |
13/13 100% |
37/37 100% |
39/39 100% | 21/21 100% | 22/22 100% | 64/64 100% |
ADMINISTRATION DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2020 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | Prepare draft minutes of Council meetings within 2 working days and distribute minutes of Council meetings within 5 working days from the date of the meeting. | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% |
| 2 | Process new applications and appointments within 3 months from the closing date of advertisement. | 7/7 100% | NIL | NIL | NIL | NIL | NIL | NIL | NIL | NIL | NIL | 21/21 100% | NIL |
ENGINEERING DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | AVERAGE ACHIEVEMENT (%) |
| 1 | Process of complete application and in compliance with the technical requirements for approval of earthwork, road & drainage plan will be decided by the One Stop Centre (OSC) Committee Meeting within 30 working days. |
|
||||||||||||
| 1a – Approval of earthworks | 4/4 100% |
4/4 100% |
3/3 100% |
NIL | NIL | 6/6 100% |
5/5 100% |
2/2 100% |
7/7 100% |
4/4 100% |
3/3 100% |
8/5 100% |
100% | |
| 1b – Road and drainage approval | 6/6 100% |
9/9 100% |
1/1 100% |
NIL | NIL | 5/5 100% |
3/3 100% |
4/4 100% |
4/4 100% |
4/4 100% |
4/4 100% |
3/3 100% |
100% | |
| 1c – Approval of earthworks, roads anddrainage | 1/1 100% |
3/3 100% |
6/6 100% |
NIL | NIL | 2/2 100% |
1/1 100% |
1/1 100% |
4/4 100% |
3/3 100% |
7/7 100% |
9/9 100% |
100% | |
| 2 | Process of complete application and in compliance with technical requirements for approval public lighting plan will be decided by the One Stop Centre (OSC) Committee Meeting within 30 working days. | 7/7 100% |
5/5 100% |
4/4 100% |
NIL | 1/1 100% |
4/4 100% |
5/5 100% |
1/1 100% |
7/7 100% |
5/5 100% |
3/3 100% |
3/3 100% |
100% |
| 3 | Acknowledgment of a complete structural plan and in compliance with technical requirements will be given in 14 working days. | 15/15 100% |
20/20 100% |
6/6 100% |
NIL | NIL | 21/21 100% |
18/18 100% |
18/18 100% |
18/18 100% |
10/10 100% |
12/12 100% |
28/28 100% |
100% |
| 4 | Process for approval of road dredging permit and complete route permit will be given within 14 working days | 14/14 100% |
25/25 100% |
15/15 100% |
NIL | 10/10 100% |
24/24 100% |
12/12 100% | 10/10 100% |
30/30 100% |
20/20 100% |
15/15 100% |
11/11 100% |
100% |
| 5 | Reviews on planning approval received from OSC within 14 working days. | 5/5 100% |
5/5 100% |
6/6 100% |
NIL | NIL | NIL | 7/7 100% |
9/9 100% |
14/14 100% |
10/10 100% |
10/10 100% |
10/10 100% |
100% |
| 6 | Provide feedback in the e-Aduan system on complaints of damage to roads, drains, street lights, traffic lights and landslide within 48 hours / working day | |||||||||||||
| 6a – Road Damage | 33/33 100% |
33/33 100% |
20/20 100% |
23/23 100% |
33/33 100% |
42/42 100% |
50/50 100% |
39/39 100% |
63/63 100% |
34/34 100% |
41/41 100% |
34/34 100% |
100% | |
| 6b – Drain Damage | 24/24 100% |
27/27 100% |
14/14 100% |
20/20 100% |
14/14 100% |
15/15 100% |
30/30 100% |
25/25 100% |
31/31 100% |
29/29 100% | 32/32 100% | 14/14 100% | 100% | |
| 6c – Street Light Damage | 86/86 100% |
93/93 100% |
51/51 100% |
26/26 100% |
54/54 100% |
77/77 100% |
100/100 100% |
69/69 100% |
97/97 100% |
78/78 100% |
94/94 100% |
98/998 100% |
100% | |
| 6d – Traffic Light Damage | 7/7 100% |
12/12 100% |
4/4 100% |
3/3 100% |
2/2 100% |
NIL | 20/20 100% |
9/9 100% |
11/11 100% |
5/5 100% |
26/26 100% |
18/18 100% |
100% | |
FINANCE DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN |
| 1 | Approve application for payment of assessment tax in installments immediately. | = 7 BA = RM818,290 dikutip
100% |
= 4 BA = RM79,548 dikutip
100% |
= 4 BA = RM78,948 dikutip
100% |
PKP NIL | = 2 BA = RM405,341 dikutip
100% |
= 2 BA = RM815,993 dikutip
100% |
| 2 | Process of collateral deposit within 7 days. | = 220 BP RM1,169,072 |
= 138 BP RM870,049 |
= 30 BP RM504,695 |
=68 BP RM296,615 |
= 39 BP RM386,718 |
= 69 BP RM3,101,377 |
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | – 458 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 474 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 378 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 429 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 299 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 277 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
January – June
| NO | CLIENT CHARTER | JULY | AUG | SEP | OCT | NOV | DEC | AVERAGE ACHIEVEMENT (%) |
| 1 | Approve application for payment of assessment tax in installments immediately. | = 17 BA = RM102,427 dikutip
100% |
= 8 BA = RM269,231 dikutip
100% |
= 7 BA = RM101,251 dikutip
100% |
= 10 BA = RM61,258 dikutip
100% |
= 9 BA = RM1,558,886 dikutip
100% |
= 44 BA= RM189,650 dikutip
100% |
100% |
| 2 | Process of collateral deposit within 7 days. | = 99 BP RM774,357 |
= 72 BP RM1,374,802 |
= 100 BP RM999,531 |
= 131 BP RM1,418,127 |
= 82 BP RM1,096,114 |
= 89 BP
=RM1,405,665 |
|
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | – 430 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 520 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
529 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 457 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
– 1076 bil yang diproses 7 hari – 0 bil diproses > 7 hari 100% |
729 bil yang diproses 7 hari0 bil diproses
>7 hari 100% |
100% |
July – December
VALUATION AND PROPERTY MANAGEMENT
| NO | CLIENT CHARTER | JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | NUMBER OF ACHIEVEMENT |
| 1 | Transfer of application submitted with complete documents and in compliance with the conditions at the Valuation Department counter will be processed within 1 day. | 100% | 100% | 100% | NIL | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| 2 | Application to change correspondence address submitted together with complete documents and in compliance with the conditions at the Valuation Department counter will be processed within 1 day. | 935/935 100% | 950/950 100% | 395/395 100% | TP | 415/415 100% | 680/680 100% | 780/780 100% | 560/560 100% | 660/660 100% | 420/420 100% | 310/310 100% | 370/370 100% | 6475/6475100% |
| 3 | Ensure that remission applications are processed and decided within 1 month after the term ends. | DP | DP | 100 % 864 | DP | DP | DP | DP | DP | 890/890 100% | DP | DP | TP | 1754/1754100% |
| 4 | Assessment Tax Confirmation Letter is issued within 7 days of the complete application. | 1
100% |
NIL | NIL | NIL | NIL | 1
100% |
TP | TP | TP | TP | TP | TP | 2/2100% |
| 5 | Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department. | 12/12 100% |
2/2 100% |
NIL | NIL | NIL | 5/5 100% |
6/6 100% |
2/2 100% |
9/9 100% | 6/6 100% | TP | 4/4 100% | 42/42 100% |
LANDSCAPE DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2020 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | Preparation of beautiful and tidy decorations for any celebration within 1 day and decorative trees will be unloaded within the following 2 days. | 7/7 100% | 14/14 100% | 3/3 100% | NIL | NIL | 1/1 100% | 0 | 3/3 100% | 7/7 100% | 2/2 100% | NIL | 2/2 100% |
BUILDING CONTROL DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2020
|
|||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | ||
| 1 | Building Plan Approval | ||||||||||||
| i | Public facilities buildings housing, shops / offices, factories, institutions, complexes within 30 days (as per ISO) | 7-L 100% |
– | 6-L 100% |
– | – | 2-L 100% |
3-L 100% |
– | 3-L 100% |
2-L 100% |
6-L 100% |
8-L 100% |
| ii | Single / semi-detached house within 24 hours provided with infra approval | 7-L 100% |
11-L 100% |
– | – | – | 7-L 100% |
2-L 100% |
4-L 100% |
6-L 100% |
2-L 100% |
3-L 100% |
11-L 100% |
| iii | Additions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents | 66-L 100% |
79-L 100% |
64-L 100% |
– | 46-L 100% |
99-L 100% |
145-L 100% |
87-L 100% |
115-L 100% |
121-L 100% |
104-L 100% |
109-L 100% |
| iv | Temporary building permit | ||||||||||||
| a | That involves technical reviews within –30 days | – | – | – | – | 1-L 100% |
1-L 100% |
2-L 100% |
3-L 100% |
1-L 100% |
– | 1-L 100% |
3-L 100% |
| b | That does not involve technical reviews (such as project signage and hoarding) – 7 days | 8-L 100% |
11-L 100% |
4-L 100% |
4-L 100% |
– | 7-L 100% |
9-L 100% |
9-L 100% |
3-L 100% |
2-L 100% |
11-L 100% |
2-L 100% |
| 2 | Return of Deposit within 7 days | 87 100% |
65 100% |
28 100% |
12 100% |
2 100% |
16 100% |
47 100% |
24 100% |
55 100% |
53 100% | 42 100% | 41 100% |
| 3 | Contractor Payment Claim within 7 days | 20 100% |
24 100% |
10 100% |
10 100% |
6 100% |
12 100% |
18 100% |
20 100% |
23 100% |
24 100% | 16 100% | 22 100% |
| 4 | Reviews on the Development Proposal Report (LCP) for planning development application within 14 days | 16 100% |
7 100% |
NIL | NIL | 5 100% |
NIL | 22 100% |
8 100% |
9 100% |
8 100% |
8 100% |
5 100% |
| 5 | Receive applications of submission area and distribute to Departments involved within 14 working days | 3 100% |
7 100% |
NIL | NIL | 4 100% |
6 100% |
2 100% |
6 100% |
3 100% |
3 100% |
3 100% |
5 100% |
NOTE:
HEALTH ENVIRONMENTAL DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2020
|
|||||||||||
|
JAN
|
FEB | MAC | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | ||
| 1 | Implement dengue prevention and control activities within 2 working days after complaint is reported | 6/6 ADUAN 100% |
2/2 ADUAN 100% |
6/6 ADUAN 100% |
2/2 ADUAN 100% |
5/5 ADUAN 100% |
10/10 ADUAN 100% |
7/7 ADUAN 100% |
4/4 ADUAN 100% |
5/5 ADUAN 100% |
10/10 ADUAN 100% |
9/9 ADUAN 100% |
5/5 ADUAN 100% |
| 2 | Carry out inspections and act on complaints related to the cleanliness of food premises within 2 working days after the complaint is received | 4/4 ADUAN 100% |
5/5 ADUAN 100% |
11/11 ADUAN 100% |
1/1 ADUAN 100% |
4/4 ADUAN 100% |
1/1 ADUAN 100% |
7/7 ADUAN 100% |
2/2 ADUAN 100% |
7/7 ADUAN 100% |
1/1 ADUAN 100% |
– | 2/2 ADUAN 100% |
| 3 | Process and approve complete dog license application immediately: –
|
7/7 (PB)
188/188 (R) 100% |
13/13 (PB)
131/131 (R) 100% |
5/5 (PB)
21/21 (R) 100% |
– | 3/3 (PB)
7/7 (R) 100% |
9/9 (PB)
18/18 (R) 100% |
15/15 (PB)
9/9 (R) 100% |
10/10 (PB)
8/8 (R) 100% |
10/10 (PB)
7/7 (R) 100% |
2/2 (PB)
10/10 (R) 100% |
2/2 (PB)
4/4 (R) 100% |
– |
| 4 | Take action on nuisance complaints related to idle premises / bushes within 60 days | 11 UNIT 100% |
9 UNIT 100% |
10 UNIT 100% |
5 UNIT 100% |
12 UNIT 100% |
12 UNIT 100% |
11 UNIT 100% |
11 UNIT 100% |
8 UNIT 100% |
12 UNIT 100% |
11 UNIT 100% |
20 UNIT 100% |
| 5 | Process payment claims from contractors or suppliers within 7 days from the date of invoice receipt | 6/6 100% | 6/6 100% | 8/8 100% | 8/8 100% | 13/13 100% | 8/8 100% | 35/35 100% | 21/21 100% | 19/19 100% | 12/12 100% | 60/60 100% | 19/19 100% |
| 6 | Issue monthly contractor performance monitoring reports for solid waste management and public cleansing | 63/63 100% | 63/63 100% | 69/69 100% | 69/69 100% | 79/79 100% | 79/79 100% | 112/112 100% | 109/109 100% | 117/117 100% | 113/113 100% | 166/166 100% | 118/118 100% |
LICENSING DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | AVARAGE ACHIEVEMENT |
| 1 | All applications that are complete and comply with the licensing requirements are processed and decided within 14 working days (results including approved, deferred and rejected). | 100% | 100% | 4.16% | nil | 100% | 100% | 100% | 100% | 100% | 96.7% | 33.3% | 100% | 71.18% |
| 2 | Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision. | 100% | 100% | 100% | nil | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 91.7% |
| NO | CLIENT CHARTER | JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | TOTAL |
Number of Licenses 14 Days:
Number of Instant Licenses:
Total:
ENFORCEMENT DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2022
|
|||||||||||
|
JAN
|
FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | Manage the process of issuing payment bills for claims of confiscated goods and towing vehicles within 15 minutes after the fee is agreed. | 100% | 100% | 100% | NIL | NIL | 33/33 100% | 91/91 100% | 213/213 100% | 282/282 100% | 188/188 100% | 16/16 100% | 9/9 100% |
| 2 | Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified. | 171/171 100% |
107/107 100% |
65/65 100% |
NIL | NIL | 17/17 100% | 85/85 100% | 176/176 100% | 239/239 100% | 117/117 100% | NIL | NIL |
| 3 | 98% of Offense Notices issued meet legal requirements | 1989/2013 98.80% |
2395/2438 98.20% |
901/909 99.10% |
NIL | 5/5
100% |
34/34 100% | 150/157 95.5% | 367/376 97.6% | 629/662 95.0% | 435/444 98% | 60/63 95.2% | 14/14 100% |
| 4 | 85% Warning Notices issued must be followed up within 14 days after the expiration of the notice given. | 2/2
100% |
5/5
100% |
NIL | NIL | 1/1
100% |
59/59 100% | 103/103 100% | 107/107 100% | 317/317 100% | 128/128 100% | 48/48 100% | 46/46 100% |
LEGAL UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC |
| 1. | Ensure that the matter of setting the compound rate and the process of issuing payment bills for each notice of offense is made within 10 minutes | 100%
(181/181) |
100%
(366/366) |
100%
(213/213) |
NIL
(0/0) |
100%
(9/9) |
100%
(94/94) |
100%
(125/125) |
100%
(173/173) |
100%
(185/185) |
100%
(140/140) |
100%
(70/70) |
100%(145/145)
≤ 10M = 145 ˃ 10M = 0 |
| 2. | Ensure that each written feedback on the status of the appeal application or cancellation of offense notice is given within 14 working days | 100% (60/60) R – 37 B – 23 |
100% (96/96) R – 67 B – 29 |
100% (49/49) R – 38 B – 11 |
NIL (0/0) R – 0 B – 0 |
100% (1/1) R – 1 B – 0 |
100% (5/5) R – 3 B – 2 |
100% (28/28) R – 15 B – 13 |
100% (23/23) R – 16 B – 7 |
100% (38/38) R – 29 B – 9 |
100% (35/35) R – 24 B – 11 |
100% (23/23) R – 17 B – 6 |
100%(31/31)
R = 29 ≤ 14H =29 ˃ 14H = 0 B = 2 ≤ 14H = 2 ˃ 14H = 0 |
| 3. | Ensure that each agreement document received is reviewed within 14 working days | 100% (13/13)SB – 2 ≤ 14H – 2 ≥ 14H – 0 SS – 11 |
100% (3/3)SB – 1 ≤ 14H – 1 ≥ 14H – 0 SS – 2 |
100% (3/3)SB – 0 ≤ 14H – 0 ≥ 14H – 0 SS – 3 |
NIL (0/0)SB – 0 ≤ 14H – 0 ≥ 14H – 0 SS – 0 |
100% (4/4)SB – 1 ≤ 14H – 1 ≥ 14H – 0 SS – 3 |
100% (3/3)SB – 2 ≤ 14H – 2 ≥ 14H – 0 SS – 1 |
100% (9/9)SB – 3 ≤ 14H – 3 ≥ 14H – 0 SS – 6 |
100% (8/8)SB – 3 ≤ 14H – 3 ≥ 14H – 0 SS – 5 |
100% (9/9)SB – 5 ≤ 14H – 5 ≥ 14H – 0 SS – 4 |
100% (8/8)SB – 7 ≤ 14H – 7 ≥ 14H – 0 SS – 1 |
100% (1/1)SB – 0 ≤ 14H – 0 ≥ 14H – 0 SS – 1 |
100%(3/3)
SB = 3 ≤ 14H = 0 ˃ 14H = 0 SS = 1 ≤ 14H = 1 ˃ 14H = 0 |
COMMISSIONER OF BUILDING UNIT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2022
|
NUMBER OF ACHIEVEMENT | |||||||||||
| JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC |
%
|
||
| 1 | Ensure that the developer holds the First Annual General Meeting (FAGM) of the Joint Management Body (JMB) establishment within a period of not more than 12 months or 25% transfer of strata ownership for the Management Corporation (MC) establishment from the date of obtaining the certificate of fitness. | 2/2 100% |
1/1 100% |
TN | TN | TN | TN | 1/1 100% |
1/1 100% |
1/1 100% |
TN | 1/1 100% |
2/2 100% |
|
| 2 | Manage the registration and issuance of JMB certificate within 7 days from the date of the complete document application certificate is received | 1/1
100% |
1/1
100% |
TP | TP | TP | 1/1
100% |
TP | TP | 1/1 100% |
2/2 100% |
TP | 1/1 100% |
|
| 3 | Provide advisory services to developers / JMB / MC related to maintenance and joint property management within 7 working days of receiving application | 10/10 100% |
13/13
100% |
4/4
100% |
9/9
100% |
7/7
100% |
12/12
100% |
28/28 100% |
23/23 100% |
13/13 100% |
19/19
100% |
27/27 100% |
72/72 100% |
|
| 4 | Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a request | 2/2 100% |
1/1
100% |
1/1
100% |
TP | TP | TP | 1/1
100% |
2/2 100% |
3/3 100% |
2/2 100% |
TP | TP | |
| 5 | Coordinate the notice of arrears of maintenance charges by the Developer / JMB within 14 days from the date of the application is received | TP | TP | TP | TP | TP | TP | TP | TP | 1/1
100% |
TP | 2/2 100% |
TP | |
TENDER AND CONTRACT UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2020 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1. | Process of quotations and tenders within 45 working days of the documents receipts date from the Quotation / Tender Opening Committee until approval from the Quotation / Tender Committee Meeting | NIL | 4/4 100% |
NIL | NIL | 42/42 100% |
26/26 100% |
16/16 100% |
25/25 100% | 16/16 100% |
9/9 100% | 0/0 100% | 21/21 100% |
CORPORATE AND PUBLIC RELATIONS UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | (%) |
| 1 | Submit Declaration of Receipt of Complaint from customer within 3 days | 667/667 100% |
861/861 100% |
455/455 100% |
244/244 100% |
395/395 100% |
711/711 100% |
977/977 100% |
727/727 100% |
935/935 100% |
802/802 100% |
852/852 100% |
685/685 100% | |
| 2 | 100% feedback on the status of complaint will be submitted to the customer within 14 working days from the complaints date received. | 667/667 100% |
861/861 100% |
455/455 100% |
244/244 100% |
395/395 100% |
711/711 100% |
977/977 100% |
727/727 100% |
935/935 100% |
802/802 100% |
852/852 100% |
685/685 100% | |
| 3 | Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year) | TP | TP | TP | TP | TP | TP | TP | TP | TP | TP | TP | TP | |
| 4 | Achieve 90% customer satisfaction level based on customer satisfaction feedback collected | 2953/296299.70% | 4938/499698.84% | 1283/128899.62% | NIL | 563/56599.12% | 1249/125299.76% | 1855/1857 99.89% |
1831/1832 99.95% | 1412/1414 99.95% | 1285/1289 99.69% | 1178/1199 98.25% |
3069/3465 88.57% | |
INFORMATION TECHNOLOGY UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | Feedback on complaint (computer software & network) within 2 working hours. | 5/5 100% | 10/10 100% | NIL | NIL | NIL | 3/3 100% | 9/9 100% | 6/6 100% | 3/3 100% | 4/4 100% | 6/6 100% | 16/16 100% | 100% |
| 2 | Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days. | 2/2 100% | 6/6 100% | 100% | 100% | 100% | 1/1 100% | 1/1 100% | 2/2 100% | 1/1 100% | 2/2 100% | 3/3 100% | 2/2 100% | 100% |
| 3. | Ensure that the level of network and internet services can be operated at least 95% accessibility monthly. | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| 4 | Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly. | 3/3 100% | 4/4 100% | 100% | 100% | 100% | 2/2 100% | 8/8 100% | 4/4 100% | 2/2 100% | 2/2 100% | 3/3 100% | 14/14 100% | 100% |