CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2022
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. | 32/32 100% | 24/24 100% | 28/28
100% |
33/33
100% |
18/18
100% |
17/17
100% |
38/38
100% |
37/37
100% |
23/23
100% |
25/25
100% |
32/32
100% |
60/60
100% |
| 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. | 3/3 100% | 6/6 100% | 2/2
100% |
6/6
100% |
3/3
100% |
3/3
100% |
5/5
100% |
7/7
100% |
7/7
100% |
6/6
100% |
3/3
100% |
7/7
100% |
| 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. | 8/8 100% | 19/19 100% | 31/31
100% |
21/21
100% |
9/9
100% |
20/20
100% |
22/22
100% |
22/22
100% |
23/23
100% |
21/21
100% |
14/14
100% |
25/25
100% |
| 4 | Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days. | 28/28 100% | 21/21 100% | 30/30
100% |
32/32
100% |
23/23
100% |
17/17
100% |
36/36
100% |
35/35
100% |
26/26
100% |
12/12
100% |
33/33
100% |
23/23
100% |
| 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. | 3/3 100% | 6/6 100% | 7/7
100% |
6/6
100% |
3/3
100% |
2/2
100% |
5/5
100% |
4/4
100% |
6/6
100% |
4/4
100% |
6/6
100% |
10/10
100% |
| 6 | Reviews on Planning Approval within 14 working days. | 21/21 100% | 13/13 100% | 13/13
100% |
16/16
100% |
17/17
100% |
9/9
100% |
22/22
100% |
24/24
100% |
16/16
100% |
9/9
100% |
16/16
100% |
26/26
100% |
COMMUNITY DEVELOPMENT DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2022 | ||||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | |||
| 1. |
|
544/544 100 % | 554/554 100 % | 613/613 100 % | 390/390
100% |
458/458
100% |
629/629
100% |
777/777
100% |
838/838
100% |
873/873
100% |
850/850
100% |
1064/1064
100% |
941/941
100% |
|
| 2. |
|
29/29 100% | 30/30 100 % | 63/63 100 % | 78/78
100% |
56/56
100% |
23/23
100% |
28/28
100% |
51/51
100% |
44/44
100% |
40/40
100% |
41/41
100% |
40/40
100% |
|
ADMINISTRATION DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2022 | |||||||||||
| 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. | NIL | NIL | 4/4 100% | 3/3 100% | NIL | NIL | NIL | NIL | 3/3 100% | 4/4 100% | NIL | 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 | NIL | 6/6
100% |
8/8 100% | 9/9 100% | 6/6
100% |
1/1
100% |
13/13
100% |
8/8
100% |
6/6
100% |
2/2
100% |
9/9
100% |
7/7
100% |
100% |
|
| 1b – Road and drainage approval | 5/5 100% | 4/4 100% | 4/4 100% | 11/11 100% | 4/4 100% | 4/4
100% |
4/4
100% |
9/9
100% |
5/5
100% |
5/5
100% |
7/7
100% |
3/3
100% |
100% | |
| 1c – Approval of earthworks, roads anddrainage | 7/7 100% | 7/7 100% | 5/5 100% | 5/5 100% | 5/5 100% | 7/7
100% |
9/9
100% |
9/9
100% |
7/7
100% |
5/5
100% |
7/7
100% |
8/8
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. | 15/15 100% | 4/4 100% | 1/1 100% | 7/7 100% | 4/4 100% | 2/2
100% |
5/5 100% | 7/7 100% | 5/5
100% |
1/1
100% |
5/5
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. | 23/23 100% | 3/3 100% | 19/19
100% |
16/16 100% | 10/10 100% | 23/23
100% |
21/21
100% |
13/13
100% |
20/20
100% |
24/24
100% |
30/30
100% |
20/20
100% |
100% |
| 4 | Process for approval of road dredging permit and complete route permit will be given within 14 working days | 16/16 100% | 5/5 100% | 35/35
100% |
15/15 100% | 20/20 100% | 30/30
100% |
15/15
100% |
20/20
100% |
16/16
100% |
20/20
100% |
13/13
100% |
20/20
100% |
100% |
| 5 | Reviews on planning approval received from OSC within 14 working days. | 10/10 100% | 14/14 100% | 14/14
100% |
12/12 100% | 15/15 100% | 10/10
100% |
27/27
100% |
22/22
100% |
20/20
100% |
9/9
100% |
10/10
100% |
24/24
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 | 100/100
100% |
57/57
100% |
63/63
100% |
49/49 100% | 54/54 100% | 99/99
100% |
71/71
100% |
74/74
100% |
87/87 100% | 61/61
100% |
92/92
100% |
99/99
100% |
100% | |
| 6b – Drain Damage | 18/18
100% |
14/14
100% |
27/27
100% |
36/36 100% | 20/20 100% | 44/44
100% |
39/39
100% |
38/38
100% |
31/31 100% | 37/37
100% |
39/39
100% |
31/31
100% |
100% | |
| 6c – Street Light Damage | 141/141
100% |
108/108
100% |
121/121
100% |
101/101 100% | 127/127 100% | 144/144
100% |
132/132
100% |
150/150
100% |
122/122 100% | 152/152
100% |
148/148
100% |
150/150
100% |
100% | |
| 6d – Traffic Light Damage | 29/29
100% |
21/21
100% |
16/16
100% |
10/10 100% | 8/8 100% | 11/11
100% |
6/6
100% |
22/22
100% |
14/14 100% | 10/10
100% |
19/19
100% |
14/14
100% |
100% | |
| 7 | All council vehicles should be inspected every three (3) months. | NIL | NIL | 99/99
100% |
NIL | NIL | 99/99
100% |
NIL | NIL | 99/99 100% | NIL | NIL | 99/99
100% |
100% |
FINANCE DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN |
| 1 | Approve application for payment of assessment tax in installments immediately. | = 8 BA
= RM2,752,822 dikutip 100% |
= 9 BA
= RM2,411,076 dikutip 100% |
= 12 BA
= RM263,985 collected 100% |
= 8 BA
=RM2,752, 822 collected 100% |
= 15 BA
=RM215,960 collected 100% |
= 12 BA
=RM230,961 collected 100% |
| 2 | Process of collateral deposit within 7 days. | = 137 BP
= RM484,537 100% |
= 101 BP
= RM2,544,109 100% |
= 115 BP
= RM545,985 100% |
= 114 BP
=RM242, 561 100% |
= 81 BP
=RM2,447,859 100% |
= 90
BP =RM359,718 100% |
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | = 485 bil yang diproses 7 hari
0 bil diproses > 7 hari 100% |
= 463 bil yang diproses 7 hari
0 bil diproses > 7 hari 100% |
581 bills processed in 7 days
0 bill processed >7 days 100% |
645 bills processed in 7 days
0 bill processed >7 days 100% |
393 bills processed in 7 days
0 bill processed >7 days 100% |
574 bills processed in 7 days
0 bill processed >7 days 100% |
| 4 | 90% waiting time at the Main Counter will not exceed 5 minutes (not applicable during peak hours i.e. Jan – Feb & Jul – August) | 2617/2634
99.35% |
2148/2165
99.21% |
1949/ 1950
99.95% |
1424/ 1424
100% |
1135/ 1135
100% |
1496/ 1501
99.67% |
January – June
| NO | CLIENT CHARTER | JULY | AUG | SEP | OCT | NOV | DEC | AVERAGE ACHIEVEMENT (%) |
| 1 | Approve application for payment of assessment tax in installments immediately. | = 12 BA
=RM204,551 collected 100% |
= 12 BA
=RM917,938 collected 100% |
= 6 BA
=RM27,381 collected 100% |
= 12 BA
=RM72,767 collected 100% |
= 5 BA
=RM133,615 collected 100% |
= 10 BA
=RM1,613,022 collected 100% |
100% |
| 2 | Process of collateral deposit within 7 days. | = 98 BP
=RM1,890,004 100% |
= 122 BP
=RM1,265,265 100% |
= 126 BP
=RM293,199 100% |
= 125 BP
=RM1,147,051 100% |
= 65 BP
=RM48,683 100% |
= 126
BP =RM795,030 100% |
100% |
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | 492 bills processed in 7 days
0 bill processed > 7 hari 100% |
527 bills processed in 7 days
0 bill processed > 7 hari 100% |
625 bills processed in 7 days
0 bill processed > 7 hari 100% |
520 bills processed in 7 days
0 bill processed > 7 hari 100% |
2518 bills processed in 7 days
0 bil processed > 7 hari 100% |
939 bills processed in 7 days
0 bill processed > 7 hari 100% |
100% |
| 4 | 90% waiting time at the Main Counter will not exceed 5 minutes (not applicable during peak hours i.e. Jan – Feb & Jul – August) | 1414/ 1415
99.93% |
1630/ 1634
99.93% |
1300/1304
99.7% |
1275/1275
100% |
1286/1289
99.8% |
2955/ 3162
93.45% |
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. | 550/ 550
100% |
650/650
100% |
653/653
100% |
400/400
100% |
302/302
100% |
734/734
100% |
280/280
100% |
362/362
100% |
254/254
100% |
209/209
100% |
201/201
100% |
159/159
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. | 550/ 550
100% |
820/820
100% |
653/653
100% |
400/400
100% |
302/302
100% |
734/734
100% |
280/280
100% |
362/362
100% |
254/254
100% |
209/209
100% |
201/201
100% |
159/159
100% |
100% |
| 3 | Ensure that remission applications are processed and decided within 1 month after the term ends. | NIL | 864/864
100% |
DP | DP | DP | DP | DP | 1001/1001
100% |
DP | DP | DP | DP |
100% |
| 4 | Assessment Tax Confirmation Letter is issued within 7 days of the complete application. | 1856/1856
100% |
1625/1625
100% |
712/712
100% |
339/339
100% |
547/547
100% |
1839/1839
100% |
1937/1937
100% |
846/ 846
100% |
681/681
100% |
414/414
100% |
219/219
100% |
2576/2576
100% |
100% |
| 5 | Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department. | 5/5 100% |
NIL | 66/66
100% |
14/14
100% |
21/21
100% |
6/6
100% |
2/2
100% |
4/4
100% |
7/7
100% |
4/4
100% |
7/7
100% |
4/4
100% |
NIL |
LANDSCAPE DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2022 | |||||||||||
| 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. | 4/4 100% | 8/8 100% | 12/12 100% | 6/6
100% |
10/10
100% |
7/7
100% |
6/6
100% |
17/17
100% |
8/8 100% | 19/19 100% | 19/19
100% |
14/14
100% |
| 2 | Issue a performance monitoring report of the contractor of soft landscape maintenance works for the current month. | – | – | 12/12 100% | 23/23
100% |
26/26
100% |
32/32
100% |
37/37
100% |
41/41
100% |
52/52 100% | 52/52 100% | 52/52
100% |
52/52
100% |
BUILDING CONTROL DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2022
|
|||||||||||
| 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) | 10-L 100% |
5 – L
100% |
6 – L
100% |
12 – L
100% |
6 – L
100% |
7 – L
100% |
11 – L
100% |
12 – L
100% |
8 – L
100% |
4 – L
100% |
9-L 100% |
7 – L
100% |
| ii | Single / semi-detached house within 24 hours provided with infra approval | 13-L 100% |
3 – L
100% |
11 – L
100% |
6 – L
100% |
4 – L
100% |
5 – L
100% |
8 – L
100% |
7 – L
100% |
4 – L
100% |
4 – L
100% |
10-L 100% |
6 – L
100% |
| iii | Additions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents | 109-L 100% |
92-L
100% |
133 – L
100% |
101 – L
100% |
99 – L
100% |
131 – L
100% |
98 – L
100% |
111 – L
100% |
113 – L
100% |
84 – L
100% |
97-L 100% |
87 – L
100% |
| iv | Temporary building permit | ||||||||||||
| a | That involves technical reviews within –30 days | 1-L
100% |
1-L
100% |
5 – L
100% |
– | – | 5 – L
100% |
10 – L
100% |
12 – L
100% |
1 – L
100% |
12 – L
100% |
7-L 100% |
3 – L
100% |
| b | That does not involve technical reviews (such as project signage and hoarding) – 7 days | 8-L 100% |
1-L
100% |
16 – L
100% |
11 – L
100% |
4 – L
100% |
7 – L
100% |
2 – L
100% |
18 – L
100% |
9 – L
100% |
10 – L
100% |
2-L 100% |
7 – L
100% |
| 2 | Return of Deposit within 7 days | 82/82 100% |
42/42 100% |
43/43 100% |
47/47 100% |
28/28 100% |
17/17 100% |
49/49 100% |
47/47 100% |
67/67 100% |
31/31
100% |
31/31
100% |
17/17 100% |
| 3 | Contractor Payment Claim within 7 days | 14/14 100% |
12/12 100% |
20/20 100% |
34/34 100% |
19/19 100% |
22/22 100% |
22/22 100% |
20/20 100% |
10/10 100% |
16/16
100% |
22/22
100% |
28/28 100% |
| 4 | Reviews on the Development Proposal Report (LCP) for planning development application within 14 days | 17/17 100% |
11/11 100% |
17/17 100% |
14/14 100% |
14/14 100% |
11/11 100% |
15/15 100% |
27/27 100% |
13/13 100% |
12/12
100% |
13/13
100% |
19/19 100% |
| 5 | Receive applications of submission area and distribute to Departments involved within 14 working days | 1/1 100% |
TP | 12/12 100% |
TP | TP | 4/4 100% |
1/1 100% |
8/8 100% |
3/3 100% |
1/1
100% |
2/2
100% |
3/3 100% |
NOTE:
HEALTH ENVIRONMENTAL DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2022
|
|||||||||||
|
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 | 8/8
COMPLAINT 100% |
2/2
COMPLAINT 100% |
2/2
COMPLAINT 100% |
3/3
COMPLAINT 100% |
5/5
COMPLAINT 100% |
1/1
COMPLAINT 100% |
5/5
COMPLAINT 100% |
6/6
COMPLAINT 100% |
6/6
COMPLAINT 100% |
3/3
COMPLAINT 100% |
4/4
COMPLAINT 100% |
5/5
COMPLAINT 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 | 1/1
COMPLAINT 100% |
7/7
COMPLAINT 100% |
1/1
COMPLAINT 100% |
NIL | 6/6
COMPLAINT 100% |
1/1
COMPLAINT 100% |
2/2
COMPLAINT 100% |
NIL | 2/2
COMPLAINT 100% |
5/5
COMPLAINT 100% |
1/1
COMPLAINT 100% |
2/2
COMPLAINT 100% |
| 3 | Process and approve complete dog license application immediately: –
|
11/11 (NA)
32/32 (R) 100% |
9/9
(NA) 27/27 (R) 100% |
5/5
(PB) 13/13 (R) 100% |
13/13
(PB) 22/22 (R) 100% |
5/5
(PB) 9/9 (R) 100% |
8/8 (PB)
15/15 (R) 100% |
9/9 (PB)
6/6 (R) 100% |
13/13 (PB)
5/5 (R) 100% |
12/12 (PB)
2/2(R) 100% |
6/6 (PB)
2/2(R) 100% |
8/8 (PB)
2/2 (R) 100% |
NIL |
| 4 | Take action on nuisance complaints related to idle premises / bushes within 60 days |
6/6 Unit 100% |
3/3 Unit 100% |
4/4
UNIT 100% |
4/4
UNIT 100% |
11/11
UNIT 100% |
6/6 Unit 100% |
16/16 Unit 100% |
10/10 Unit 100% |
12/12 Unit 100% |
4/4
UNIT 100% |
3/3
UNIT 100% |
4/4
UNIT 100% |
| 5 | Process payment claims from contractors or suppliers within 7 days from the date of invoice receipt |
64/64 (100%) |
9/9
(100%) |
9/9
100% |
11/11
100% |
11/11
100% |
10/10
100% |
15/15 100% | 18/18 100% | 66/66
100% |
28/28 100% | 22/22 100% | 21/21 100% |
| 6 | Issue monthly contractor performance monitoring reports for solid waste management and public cleansing |
61/61 (100%) |
97/97
(100%) |
101/101
100% |
98/98
100% |
97/97
100% |
99/99
100% |
97/97
100% |
163/163
100% |
225/225
100% |
163/163 100% | 163/163 100% | 164/164 100% |
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). | 29/29
100% |
22/22
100% |
28/28
100% |
26/26
100% |
23/23
100% |
29/29
100% |
20/20
100% |
30/30
100% |
25/25
100% |
24/24
100% |
24/24
100% |
31/31
100% |
100% |
| 2 | Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision. | 138/138
100% |
98/98
100% |
136/136
100% |
110/110
100% |
58/58
100% |
114/114
100% |
116/116
100% |
145/145
100% |
135/135
100% |
120/120
100% |
109/109
100% |
125/125
100% |
100% |
| NO | CLIENT CHARTER | JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | TOTAL |
Number of Licenses 14 Days: 145
Number of Instant Licenses: 495
Total: 640
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. | 702/702
100% |
686/686
100% |
1254/1254 100% | 867/867
100% |
904/904
100% |
1005/1005
100% |
657/657
100% |
711/711
100% |
533/533
100% |
800/800
100% |
939/939
100% |
478/478
100% |
| 2 | Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified. | 134/134
100% |
159/159
100% |
227/227 100% | 175/175
100% |
126/126
100% |
239/239
100% |
80/80
100% |
168/168
100% |
231/231
100% |
189/189
100% |
211/211
100% |
139/139
100% |
| 3 | 98% of Offense Notices issued meet legal requirements | 1075/1081 99.44% | 1101/1108
99.36% |
1453/1460
99.5% |
705/706
99.9% |
586/587
99.8% |
967/ 969
99.8% |
634/639
99.2% |
990/993
99.7% |
839/844
99.4% |
773/ 778
99.4% |
866/867
99.9% |
496/498
99.6% |
| 4 | 85% Warning Notices issued must be followed up within 14 days after the expiration of the notice given. | 176/176
100% |
107/107
100% |
137/137 100% | 370/370
100% |
89/89 100% | 123/123
100% |
67/67 100% | 96/96 100% | 73/73 100% | 71/71 100% | 126/126 100% | 15/15 100% |
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%
(134/134) ≤ 10M = 134 ˃ 10M = 0 |
100%
(142/ 142) ≤ 10M = 142 ˃ 10M = 0 |
100%
(291/291) ≤ 10M = 291 > 10M = 0 |
100%
(78/78) ≤ 10M = 78 > 10M = 0 |
100%
(126/126) ≤ 10M = 126 > 10M = 0 |
100%
(143/143) ≤ 10M = 143 > 10M = 0 |
100%
(138/138) ≤ 10M = 138 > 10M = 0 |
100%
(117/117) ≤ 10M = 117 > 10M = 0 |
100%
(111/111) ≤ 10M = 111 > 10M = 0 |
100%
(107/107) ≤ 10M = 107 > 10M = 0 |
100%
(112/112) ≤ 10M = 112 > 10M = 0 |
100%
(108/108) ≤ 10M = 108 > 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%
(22/22) R = 12 ≤ 14H=12 ˃ 14H = 0 B = 15 ≤ 14H=15 ˃ 14H = 0 |
100%
(25/25) R = 14 ≤ 14H =14 ˃ 14H=0 B = 11 ≤14H=11 ˃ 14H = 0 |
100%
(46/46) R = 25 ≤ 14H =25 > 14H = 0 B = 21 ≤ 14H=21 > 14H = 0 |
100%
(38/38) R = 25 ≤ 14H =25 > 14H=0 B = 13 ≤14H=13 > 14H = 0 |
100%
(13/13) R = 11 ≤ 14H=11 > 14H = 0 B = 2 ≤ 14H = 2 > 14H = 0 |
100%
(23/23) R = 17 ≤ 14H=17 > 14H = 0 B = 6 ≤ 14H = 6 > 14H = 0 |
100%
(43/43) R = 30 ≤14H=30 > 14H = 0 B = 13 ≤ 14H=13 > 14H = 0 |
100%
(20/20) R = 13 ≤14H=30 > 14H = 0 B = 7 ≤ 14H=7 > 14H = 0 |
100%
(29/29) R = 12 ≤14H=12 > 14H = 0 B = 17 ≤14H=17 > 14H = 0 |
100%
(21/21) R = 11 ≤ 14H=11 > 14H = 0 B = 10 ≤14H=10 > 14H = 0 |
100%
(15/15) R = 9 ≤ 14H=9 > 14H = 0 B = 6 ≤ 14H=6 > 14H = 0 |
100%
(18/18) R = 9 ≤ 14H =9 > 14H = 0 B = 9 ≤ 14H = 9 > 14H = 0 |
| 3. | Ensure that each agreement document received is reviewed within 14 working days | 100%
(13/13) SB = 13 ≤14H=13 ˃ 14H = 0 SS = 0 ≤ 14H=0 ˃ 14H = 0 |
100%
(4/4) SB = 1 ≤14H=1 ˃ 14H=0 SS = 3 ≤14H=3 ˃14H=0 |
100%
(32/32) SB = 27 ≤ 14H=27 > 14H = 0 SS = 5 ≤ 14H = 5 > 14H = 0 |
100%
(3/3) SB = 1 ≤14H=1 >14H=0 SS = 2 ≤14H=2 > 14H=0 |
100%
(6/6) SB = 1 ≤ 14H =1 > 14H = 0 SS = 5 ≤ 14H = 5 > 14H = 0 |
100%
(20/20) SB = 17 ≤ 14H 17 > 14H = 0 SS = 3 ≤ 14H = 3 > 14H = 0 |
100%
(8/8) SB = 4 ≤ 14H =4 > 14H = 0 SS = 4 ≤ 14H = 4 > 14H = 0 |
100%
(10/10) SB = 9 ≤ 14H=9 > 14H=0 SS = 1 ≤ 14H=1 > 14H = 0 |
100%
(8/8) SB = 8 ≤14H=8 > 14H=0 SS = 1 ≤ 14H=1 > 14H = 0 |
100%
(5/5) SB = 3 ≤ 14H =3 > 14H = 0 SS = 2 ≤ 14H = 2 > 14H = 0 |
100%
(10/10) SB = 9 ≤ 14H=9 > 14H =0 SS = 1 ≤ 14H =1 > 14H = 0 |
100%
(9/9) SB = 9 ≤ 14H = 9
> 14H = 0 SS = 0 ≤ 14H = 0 > 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. | NIL | NIL | NIL | NIL | NIL | 5/5 100% | TN | NIL | NIL | NIL | 7/7 100% | NIL | 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% | 1/1 100% | NIL | 1/1 100% | NIL | 2/2 100% | NIL | NIL | NIL | 1/1 100% | NIL | 100% |
| 3 | Provide advisory services to developers / JMB / MC related to maintenance and joint property management within 7 working days of receiving application | 29/29 100% |
21/21
100% |
15/15 100% | 43/43
100% |
11/11 100% | 27/27 100% | 28/28 100% | 23/23
100% |
23/23
100% |
29/29
100% |
46/46 100% | 39/39 100% | 100% |
| 4 | Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a request | 1/1
100% |
NIL | NIL | 2/2
100% |
1/1 100% | 7/7 100% | 4/4 100% | 3/3
100% |
5/5
100% |
3/3
100% |
2/2
100% |
3/3
100% |
100% |
| 5 | Coordinate the notice of arrears of maintenance charges by the Developer / JMB within 14 days from the date of the application is received | 1/1
100% |
1/1
100% |
1/1 100% | NIL | NIL | NIL | 1/1 100% | NIL | 2/2
100% |
NIL | 2/2
100% |
NIL |
100% |
TENDER AND CONTRACT UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2022 | |||||||||||
| 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 | 18/18
100% |
11/11
100% |
4/4
100% |
22/22
100% |
18/18
100% |
17/17 100% | 18/18 100% | 21/21
100% |
7/7
100% |
19/19
100% |
25/25
100% |
35/35
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 | 920/ 920
100% |
762/762
100% |
849/849
100% |
752/752
100% |
651/651
100% |
827/827
100% |
947/947
100% |
965/965
100% |
766/766
100% |
841/841
100% |
889/889
100% |
958/958
100% |
|
| 2 | 100% feedback on the status of complaint will be submitted to the customer within 14 working days from the complaints date received. | 920/ 920
100% |
762/762
100% |
849/849
100% |
752/752
100% |
651/651
100% |
827/827
100% |
947/947
100% |
965/965
100% |
766/766
100% |
841/841
100% |
889/889
100% |
958/958
100% |
100% |
| 3 | Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year) | NIL | NIL | NIL | NIL | NIL | 1/1
100% |
1/1
100% |
NIL | 1/1
100% |
2/2
100% |
NIL | NIL | 100% |
| 4 | Achieve 90% customer satisfaction level based on customer satisfaction feedback collected | 93.15%
(40) |
96.36%
(30) |
97.87%
(32) |
94.62%
(79) |
93.83%
(182) |
92.58%
(164) |
95.12%
(106) |
94.2%
(119) |
94.34%
(104) |
94.95%
(178) |
92.49%
(161) |
93.53%
(155) |
100% |
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. | 3/3 100% | 2/2
100% |
1/1
100% |
4/4
100% |
1/1
100% |
3/3
100% |
1/1
100% |
8/8 100% | 3/3
100% |
4/4
100% |
4/4
100% |
2/2
100% |
100% |
| 2 | Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days. | 2/2 100% | 1/1
100% |
NIL | 3/3
100% |
1/1
100% |
2/2
100% |
NIL | 6/6 100% | 2/2
100% |
1/1
100% |
1/1
100% |
1/1
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% | |
| 4 | Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly. | 1/1
100% |
1/1
100% |
1/1
100% |
1/1
100% |
0/0 | 1/1
100% |
1/1
100% |
2/2 100% | 1/1
100% |
3/3
100% |
3/3
100% |
1/1
100% |
100% |
ONE STOP CENTER (OSC)
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | 85% waiting time at the OSC Counter will not exceed 30 minutes [for walk-in business only, ie for Building Plan Application – Application for additional and amendment as well as minor repair permit] | 526/526
100% |
523/531
98.49% |
363/363
100% |
306/310
98.71% |
196/198
100% |
259/261
99.23% |
241/249
96.79% |
278/283
98.23% |
240/246
97.56% |
207/210
98.57% |
244/245
99.59% |
318/320
99.59% |
100% |
| 2 | Ensure that Concurrent Application, Planning Permission Application, Landscape Plan Application, Engineering Plan Application, Public Lighting Plan Application and Building Plan Application are presented in the One Stop Centre Comittee Meeting within 30 working days and Application For The Name Of The Park / Street / Address System Application will be presented in the One Stop Centre (OSC) Comittee Meeting within 14 working days. | NIL | 347/347
100% |
103/103
100% |
79/79
100% |
49/49
100% |
51/51
100% |
82/82
100% |
101/101
100% |
62/62
100% |
60/60
100% |
71/71
100% |
105/105
100% |
100% |
INTERNAL AUDIT UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | A notification memo will be issued to the department/ unit within 5 working days before the audit implementation. | NIL | NIL | NIL | 1/1 100% | 1/1 100% | 1/1 100% | 1/1 100% | NIL | 1/1 100% | 1/1
100% |
NIL | NIL |
100% |
| 2 | A notification memo will be issued to the department/ unit within 5 working days before the audit implementation. | NIL | NIL | NIL | NIL | NIL | NIL | NIL | 2/2 100% | NIL | NIL | NIL | 1/1
100% |
100% |
| 3 | To set up Closing Meeting of Internal Quality Audit MS ISO 9001:2015 at least once (1) a time within 12 months. | NIL | NIL | 1/1
100% |
NIL | NIL | NIL | NIL | NIL | NIL | NIL | NIL | NIL | 100% |
INTEGRITY UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2022 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1. | Strengthening the Integrity of MPSepang Employees: Ensuring the cultivating, institutionalization and implementation of integrity in the organization is reported to the Malaysian Integrity Management Division (MACC) every four months.
(Reports are in April, August and December 2022) |
Reports are in April, August and December 2022 | 1/1 100% | NIL | NIL | NIL | 2/2 100% | NIL | NIL | NIL | 3/3
100% |
||