CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2023
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. | 38/38 100% |
40/40 100% |
41/41 100% |
30/30
100% |
34/34
100% |
26/26
100% |
29/29
100% |
34/34
100% |
30/30
100% |
37/37
100% |
61/61
100% |
67/67
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% |
3/3 100% |
6/6 100% |
2/2
100% |
4/4
100% |
11/11
100% |
9/9
100% |
5/5
100% |
11/11
100% |
7/7
100% |
7/7
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. | 10/10 100% |
4/4 100% |
21/21 100% |
11/11
100% |
20/20
100% |
6/6
100% |
7/7
100% |
15/15
100% |
8/8
100% |
11/11
100% |
8/8
100% |
2/2
100% |
| 4 | Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days. | 21/21 100% |
13/13 100% |
26/26 100% |
28/28
100% |
27/27
100% |
15/15
100% |
22/22
100% |
24/24
100% |
22/22
100% |
29/29
100% |
32/32
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. | 6/6 100% |
4/4 100% |
2/2 100% |
7/7
100% |
8/8
100% |
15/15
100% |
6/6
100% |
5/5
100% |
7/7
100% |
1/1
100% |
14/14
100% |
4/4 100% |
| 6 | Reviews on Planning Approval within 14 working days. | 17/17 100% |
15/15 100% |
22/22 100% |
20/20
100% |
16/16
100% |
11/11
100% |
18/18
100% |
23/23
100% |
14/14
100% |
20/20
100% |
23/23
100% |
37/37 100% |
COMMUNITY DEVELOPMENT DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2023 | |||||||||||
| 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. | 702/702 100% |
832/832 100% |
798/798 100% |
550/550
100% |
904/904
100% |
729/729
100% |
911/911
100% |
894/894
100% |
1179/1179
100% |
982/982
100% |
1190/1190
100% |
979/979
100% |
| 2. | Process of Purchase Forms (B.P) and Government Orders (L.O) for JPP programmes. (3 working days). | 32/32 100% |
67/67 100% |
85/85 100% |
48/48
100% |
82/82
100% |
34/34
100% |
38/38
100% |
44/44
100% |
54/54
100% |
37/37
100% |
44/44
100% |
14/14
100% |
ADMINISTRATION DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2023 | |||||||||||
| 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 | 10/10 100% |
2/2 100% |
NIL | NIL | 5/5 100% |
NIL | 5/5
100% |
NIL | 1/1
100% |
6/6
100% |
2/2
100% |
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 | 3/3 100% |
4/4 100% |
8/8
100% |
4/4
100% |
6/6
100% |
2/2
100% |
7/7
100% |
2/2
100% |
4/4
100% |
8/8
100% |
2/2
100% |
5/5
100% |
100% | |
| 1b – Road and drainage approval | 6/6 100% |
4/4 100% |
7/7
100% |
8/8
100% |
8/8
100% |
4/4
100% |
7/7
100% |
7/7
100% |
7/7
100% |
7/7
100% |
10/10
100% |
11/11
100% |
100% | |
| 1c – Approval of earthworks, roads anddrainage | 3/3 100% |
5/5 100% |
5/5
100% |
7//7
100% |
4/4
100% |
4/4
100% |
2/2
100% |
6/6
100% |
3/3
100% |
7/7
100% |
10/10
100% |
4/4
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. | 2/2 100% |
3/3 100% |
5/5
100% |
3/3
100% |
5/5
100% |
7/7
100% |
5/5
100% |
9/9
100% |
9/9
100% |
7/7
100% |
7/7
100% |
6/6
100% |
100% |
| 3 | Acknowledgment of a complete structural plan and in compliance with technical requirements will be given in 14 working days. | 32/32 100% |
33/33 100% |
21/21
100% |
15/15
100% |
24/24
100% |
16/16
100% |
44/44
100% |
15/15
100% |
16/16
100% |
31/31
100% |
30/30
100% |
16/16
100% |
100% |
| 4 | Process for approval of road dredging permit and complete route permit will be given within 14 working days | 15/15 100% |
15/15 100% |
35/35
100% |
27/27
100% |
14/14
100% |
18/18
100% |
30/30
100% |
18/18
100% |
9/9
100% |
28/28
100% |
13/13
100% |
50/50
100% |
100% |
| 5 | Reviews on planning approval received from OSC within 14 working days. | 5/5 100% |
15/15 100% |
16/16
100% |
16/16
100% |
13/13
100% |
15/15
100% |
15/15
100% |
16/16
100% |
11/11
100% |
9/9
100% |
23/23
100% |
31/31
100% |
100% |
| 6 | All council vehicles should be inspected every three (3) months. | 99/99 100% |
NIL | 99/99
100% |
NIL | NIL | 99/99
100% |
NIL | NIL | 99/99
100% |
NIL | NIL | 31/31
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 = RM2,335,999 collected 100% |
= 9 BA = RM1,085,239 collected 100% |
= 5 BA
= RM1,048,290 collected 100% |
= 6 BA
= RM 48,067 collected 100% |
= 4 BA
= RM 35,850 collected 100% |
= 17 BA
= RM 244,031 collected 100% |
| 2 | Process of collateral deposit within 7 days. | = 159 BP
= RM2,231,198 |
= 154 BP
= RM305,381 |
= 136 BP
= RM 471,942 100% |
= 79 BP
= RM1,004,303 100% |
= 154 BP
= RM1,218,595 100% |
= 69 BP
= RM945,658 100% |
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | 588 bills processed in 7 days 0 bill processed >7 days 100% |
578 bills processed in 7 days 0 bill processed >7 days 100% |
818 bills processed in 7 days 0 bill processed >7 days 100% | 650
bills processed in 7 days 0 bill processed >7 days 100% |
661
bills processed in 7 days 0 bill processed >7 days 100% |
709
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) | 2556/2565 99.6% |
2800/2809 99.7% |
1686/1688
99.8% |
1053/1053
99.8% |
1226/1227
99.9% |
1198/
1200 99.9% |
January – June
| NO | CLIENT CHARTER | JULY | AUG | SEP | OCT | NOV | DEC | AVERAGE ACHIEVEMENT (%) |
| 1 | Approve application for payment of assessment tax in installments immediately. | = 9 BA
= RM4, 967,587 collected 100% |
= 2 BA
= RM 67,838 collected 100% |
= 3 BA
=RM7,776 collected 100% |
= 14 BA
=RM230,196 collected 100% |
= 3 BA
= RM 32,358 collected 100% |
= 5 BA
= RM 7,452 collected 100% |
|
| 2 | Process of collateral deposit within 7 days. | = 143 BP
=RM1,858,918 100% |
= 155 BP
=RM1,542,705 100% |
= 88 BP
=RM4,104,495 100% |
= 128 BP
= RM1,287,373 100% |
= 139 BP
= RM1, 036,901 100% |
= 79 BP
= RM 512,988 100% |
|
| 3 | Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. | 625
bills processed in 7 days 0 bill processed >7 days 100% |
801
bills processed in 7 days 0 bill processed >7 days 100% |
685
bills processed in 7 days 0 bill processed >7 days 100% |
689
bills processed in 7 days 0 bill processed >7 days 100% |
671
bills processed in 7 days 0 bill processed >7 days 100% |
640
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) | 1604/1606
99.9% |
1429/1440
99.2% |
1084/1087
99.7% |
1587/1591
99.8% |
The report could not be issued because the | The report could not be issued because the queue number system is under maintenance |
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. | 207/207 100% |
175/175 100% |
148/148
100% |
164/164 100% | 224/224
100% |
135/135
100% |
155/155
100% |
150/150
100% |
201/201
100% |
290/290
100% |
836/836
100% |
389/389
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. | 207/207 100% |
175/175 100% |
148/148
100% |
164/164
100% |
224/224
100% |
135/135
100% |
155/155
100% |
150/150
100% |
201/201
100% |
290/290
100% |
836/836
100% |
389/389
100% |
100% |
| 3 | Ensure that remission applications are processed and decided within 1 month after the term ends. | DP | 881/881 100% |
DP | DP | DP | DP | DP | 889/889
100% |
DP | DP | DP | DP | 100% |
| 4 | Assessment Tax Confirmation Letter is issued within 7 days of the complete application. | 3045/3045 100% |
1164/1164 100% |
502/502
100% |
251/251
100% |
907/907
100% |
2299/2299
100% |
3904/3904
100% |
812/812
100% |
522/522
100% |
489/489
100% |
353/353
100% |
2397/2397
100% |
100% |
| 5 | Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department. | 5/5 100% |
5/5 100% |
3/3
100% |
21/21
100% |
60/60
100% |
4/4
100% |
10/10
100% |
37/37
100% |
5/5 100% |
3/3
100% |
3/3
100% |
12/12
100% |
100% |
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. | 7/7 100% |
10/10 100% |
17/17
100% |
5/5
100% |
15/15
100% |
10/10
100% |
8/8
100% |
11/11
100% |
7/7 100% |
17/17
100% |
24/24
100% |
11/11
100% |
| 2 | Issue a performance monitoring report of the contractor of soft landscape maintenance works for the current month. | 52/52 100% |
29/29 100% |
63/63
100% |
63/63
100% |
63/63
100% |
61/61
100% |
60/60
100% |
61/61
100% |
61/61
100% |
61/61
100% |
61/61
100% |
61/61
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) | 12 – L 100% |
9 – L 100% |
8 – L 100% |
15 – L 100% |
9 – L 100% | 7 – L 100% | 8 – L 100% | 9 – L 100% | 12 – L 100% |
5 – L
1-T |
9 – L
100% |
15 – L
100% |
| ii | Single / semi-detached house within 24 hours provided with infra approval | 2 – L 100% |
6 – L 100% |
5 – L 100% |
3 – L 100% |
8 – L 100% |
2 – L 100% | 4 – L 100% | 6 – L 100% | 3 – L 100% |
7 – L 100% | 11 – L
100% |
TP |
| iii | Additions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents | 106 -L 100% |
129 – L 100% |
124 -L 100% |
81 – L 100% |
109 – L 100% |
118 – L 100% | 101 – L 100% | 112 – L 100% | 142 – L 100% |
50 – L 100% | 84 – L
100% |
80 – L
100% |
| iv | Temporary building permit | ||||||||||||
| a | That involves technical reviews within –30 days | 9 – L 100% |
5 – L 100% |
1 – L 100% |
2 – L 100% |
3 – L 100% |
8 – L 100% | 5 – L 100% | 6 – L 100% | 4 – L 100% |
1 – L 100% | 1 – L
100% |
1 – L
100% |
| b | That does not involve technical reviews (such as project signage and hoarding) – 7 days | 7 – L 100% |
14 – L 100% |
12 – L 100% |
13 – L 100% |
7 – L 100% |
9 – L 100% | 14 – L 100% | 10 – L 100% | 10- L 100% |
8 – L 100% | 10 – L
100% |
12 – L
100% |
| 2 | Return of Deposit within 7 days | 26/26 100% |
65/65 100% |
37/37 100% |
25/25 100% |
63/63 100% |
30/30 100% |
50/50 100% |
50/50 100% |
24/24 100% |
48/48 100% |
50/50 100% |
11/11 100% |
| 3 | Contractor Payment Claim within 7 days | 36/36 100% |
26/26 100% |
26/26 100% |
22/22 100% |
21/21 100% |
17/17 100% |
23/23 100% |
29/29 100% |
21/21 100% |
20/20 100% |
32/32 100% |
14/14 100% |
| 4 | Reviews on the Development Proposal Report (LCP) for planning development application within 14 days | 15/15 100% |
18/18 100% |
10/10 100% |
17/17 100% |
4/4 100% |
17/17 100% |
9/9 100% |
16/16 100% |
13/13 100% |
13/13 100% |
25/25 100% |
15/15 100% |
| 5 | Receive applications of submission area and distribute to Departments involved within 14 working days | 2/2 100% |
4/4 100% |
3/3 100% |
2/2 100% |
3/3 100% |
TP | 3/3 100% |
5/5 100% |
4/4 100% |
3/3 100% |
4/4 100% |
2/2 100% |
NOTE:
HEALTH ENVIRONMENTAL DEPARTMENT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2023
|
|||||||||||
|
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 | 4/4 COMPLAINT 100% |
9/9 COMPLAINT 100% |
9/9
COMPLAINT 100% |
7/7
COMPLAINT 100% |
4/4
COMPLAINT 100% |
4/4
COMPLAINT 100% |
8/8
COMPLAINT 100% |
9/9
COMPLAINT 100% |
4/4
COMPLAINT 100% |
10/10
COMPLAINT 100% |
2/2
COMPLAINT 100% |
8/8
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% |
2/2 COMPLAINT 100% |
4/4
COMPLAINT 100% |
4/4
COMPLAINT 100% |
4/4
COMPLAINT 100% |
4/4
COMPLAINT 100% |
1/1
COMPLAINT 100% |
3/3
COMPLAINT 100% |
5/5
COMPLAINT 100% |
5/5
COMPLAINT 100% |
4/4
COMPLAINT 100% |
NIL |
| 3 | Process and approve complete dog license application immediately: –
|
15/15 (NA) 45/45 (R) 100% |
15/15 (NA) 83/83 (R) 100% |
12/12 (NA)
35/35 (R) 100% |
3/3 (NA)
35/35 (R) 100% |
12/12 (NA)
35/35 (R) 100% |
8/8 (NA)
8/8 (R) 100% |
11/11 (NA)
1/1 (R) 100% |
15/15 (NA)
12/12 (R) 100% |
12/12 (NA)
4/4 (R) 100% |
16/16 (NA)
3/3 (R) 100% |
3/3 (NA)
1/1 (R) 100% |
0/0 (NA)
1/1 (R) 100% |
| 4 | Take action on nuisance complaints related to idle premises / bushes within 60 days | 11/11 UNIT 100% |
4/4 UNIT 100% |
5/5 UNIT 100% |
6/6 UNIT 100% |
7/7 UNIT 100% |
8/8 UNIT
100% |
14/14 UNIT
100% |
11/11 UNIT
100% |
7/7 UNIT 100% |
11/11 UNIT
100% |
7/7 UNIT 100% |
4/4 UNIT 100% |
| 5 | Process payment claims from contractors or suppliers within 7 days from the date of invoice receipt | 12/12 100% |
10/10 100% |
15/15 100% |
14/14
100% |
13/13
100% |
40/40
100% |
55/55
100% |
29/29
100% |
24/24
100% |
22/22
100% |
28/28
100% |
23/23
100% |
| 6 | Issue monthly contractor performance monitoring reports for solid waste management and public cleansing | 61/61 100% |
101/101 100% |
101/101
100% |
105/105
100% |
105/105
100% |
131/131
100% |
129/129
100% |
161/161
100% |
141/141
100% |
141/141
100% |
150/150
100% |
168/168
(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). | 21/21 100% |
25/25 100% |
35/35
100% |
16/16
100% |
16/16
100% |
31/31
100% |
24/24
100% |
44/44
100% |
39/39
100% |
35/35
100% |
44/44
100% |
31/31
100% |
|
| 2 | Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision. | 143/143 100% |
121/121 100% |
148/148
100% |
88/88
100% |
135/135
100% |
129/129
100% |
162/162
100% |
158/158
100% |
77/77
100% |
165/165
100% |
172/172
100% |
172/172
100% |
|
| 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 2023
|
|||||||||||
|
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. | 1053/1053 100% |
1424/1424 100% |
666/666
100% |
626/626
100% |
730/730
100% |
668/668
100% |
661/661
100% |
542/542
100% |
802/802
100% |
724/724
100% |
465/465
100% |
666/666
100% |
| 2 | Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified. | 161/161 100% |
229/229 100% |
232/232 100% |
163/163
100% |
222/222
100% |
197/197
100% |
207/207
100% |
224/224
100% |
167/167
100% |
158/158
100% |
196/196
100% |
111/111
100% |
| 3 | 98% of Offense Notices issued meet legal requirements | 972/978 99.4% |
1594/1599 99.7% |
1083/1084
99.7% |
589/590
99.8% |
1371/1375
99.8% |
1360/1368
99.4% |
1592/1596
99.7% |
932/933
99.9% |
1064/1066
99.8% |
740/742
99.7% |
800/800
100% |
634/640
99.1% |
| 4 | 85% Warning Notices issued must be followed up within 14 days after the expiration of the notice given. | 108/108 100% |
217/217 100% |
157/157 100% |
84/84 100% |
127/127 100% |
83/83
100% |
186/186
100% |
86/86
100% |
237/237
100% |
17/17
100% |
90/90
100% |
16/16
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% (187/187) ≤ 10M = 187 > 10M = 0 |
100%
(178/178) ≤ 10M = 178 > 10M = 0 |
100%
(91/91) ≤ 10M = 91 > 10M = 0 |
100%
(197/197) ≤ 10M = 197 > 10M = 0 |
100%
(285/285) ≤ 10M = 285 > 10M = 0 |
100%
(381/381) ≤ 10M = 381 > 10M = 0 |
100%
(227/227) ≤ 10M = 227 > 10M = 0 |
100%
(169/169) ≤ 10M = 169 > 10M = 0 |
100%
(207/207) ≤ 10M = 207 > 10M = 0 |
100%
(268/268) ≤ 10M = 268 > 10M = 0 |
100%
(296/296) ≤ 10M = 296 > 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% (18/18) R = 5 ≤ 14H =5 >14H = 0 B = 13 ≤ 14H =13 > 14H =0 |
100% (39/39) R = 8 ≤ 14H =8 > 14H =0 B = 31 ≤ 14H =31 > 14H =0 |
100%
(31/31) R = 7 ≤ 14H =7 > 14H = 0 B = 24 ≤ 14H = 24 > 14H = 0 |
100%
(17/17) R = 8 ≤14H=8 > 14H=0 B = 9 ≤14H=9 > 14H=0 |
100%
(19/19) R = 10 ≤ 14H =10 > 14H = 0 B = 9 ≤ 14H = 9 > 14H = 0 |
100%
(51/51) R = 20 ≤ 14H =20 > 14H = 0 B = 31 ≤ 14H = 31 > 14H = 0 |
100%
(37/37) R = 15 ≤ 14H =15 > 14H = 0 B = 22 ≤ 14H = 22 > 14H = 0 |
100%
(3/31) R = 21 ≤ 14H =21 > 14H = 0 B = 10 ≤ 14H = 10 > 14H = 0 |
100%
(22/22) R = 12 ≤ 14H =12 > 14H = 0 B = 10 ≤ 14H = 10 > 14H = 0 |
100%
(23/23) R = 11 ≤ 14H =11 > 14H = 0 B = 12 ≤ 14H = 12 > 14H = 0 |
100%
(21/21) R = 11 ≤ 14H =11 > 14H = 0 B = 10 ≤ 14H = 10 > 14H = 0 |
100%
(27/27) R = 9 ≤ 14H =9 > 14H = 0 B = 18 ≤ 14H = 18 > 14H = 0 |
| 3. | Ensure that each agreement document received is reviewed within 14 working days | 100% (25/25) SB = 24 ≤ 14H =24 > 14H =0 SS = 1 ≤ 14H = 1 > 14H =0 |
100% (15/15) SB = 13 ≤ 14H =13 > 14H =0 SS = 2 ≤ 14H =2 > 14H =0 |
100%
(34/34) SB = 33 ≤ 14H = 33 > 14H = 0 SS = 1 ≤ 14H = 1 > 14H = 0 |
100%
(4/4) SB = 1 ≤14H=1 > 14H=0 SS = 3 ≤14H=3 > 14H=0 |
100%
(55/55) SB = 54 ≤ 14H = 54 > 14H = 0 SS = 1 ≤ 14H = 1 > 14H = 0 |
100%
(4/4) SB = 2 ≤ 14H = 2 > 14H = 0 SS = 2 ≤ 14H = 2 > 14H = 0 |
100%
(2/2) SB = 1 ≤ 14H = 1 > 14H = 0 SS = 1 ≤ 14H = 1 > 14H = 0 |
100%
(13/13) SB = 12 ≤ 14H = 12 > 14H = 0 SS = 1 ≤ 14H = 1 > 14H = 0 |
100%
(3/3) SB = 3 ≤ 14H = 3 > 14H = 0 SS = 0 ≤ 14H = 0 > 14H = 0 |
100%
(10/10) SB = 10 ≤ 14H = 10 > 14H = 0 SS = 0 ≤ 14H = 0 > 14H = 0 |
100%
(9/9) SB = 9 ≤ 14H = 9 > 14H = 0 SS = 0 ≤ 14H = 0 > 14H = 0 |
100%
(4/4) SB = 4 ≤ 14H = 4 > 14H = 0 SS = 0 ≤ 14H = 0 > 14H = 0 |
COMMISSIONER OF BUILDING UNIT
| NO | CLIENT CHARTER |
ACHIEVEMENT & PERCENTAGE 2023
|
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. | TN | TN | 5/5 100% |
NIL | NIL | NIL | 2/2 100% |
2/2 100% |
NIL | 4/4 100% |
NIL | NIL | |
| 2 | Manage the registration and issuance of JMB certificate within 7 days from the date of the complete document application certificate is received | 3/3 100% |
1/1 100% |
1/1 100% |
NIL | 3/3 100% |
1/1 100% |
4/4 100% |
NIL | 4/4 100% |
NIL | 4/4 100% |
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 | 27/27 100% |
42/42 100% |
40/40 100% |
22/22 100% |
30/30 100% |
58/58 100% |
37/37 100% |
41/41 100% |
30/30 100% |
14/14 100% |
27/27 100% |
13/13 100% |
|
| 4 | Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a request | 1/1 100% |
2/2 100% |
5/5 100% |
NIL | 8/8 100% |
4/4 100% |
4/4 100% |
2/2 100% |
5/5 100% |
3/3 100% |
4/4 100% |
1/1 100% |
|
| 5 | Coordinate the notice of arrears of maintenance charges by the Developer / JMB within 14 days from the date of the application is received | TP | TP | 1/1 100% |
NIL | NIL | NIL | NIL | 1/1 100% |
1/1 100% |
NIL | NIL | NIL | |
TENDER AND CONTRACT UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2023 | |||||||||||
| 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 | 66/66 100% |
11/11 100% |
12/12 100% |
35/35 100% |
34/34
100% |
25/25
100% |
9/9 100% |
18/18 100% |
9/9 100% |
25/25 100% |
30/30 100% |
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 | 381/381
100% |
639
100% |
848/848
100% |
645/645
100% |
827/827
100% |
649/649
100% |
899/899
100% |
830/830
100% |
874/874
100% |
902/902
100% |
828/828
100% |
1108/1108
100% |
100% |
| 2 | 100% feedback on the status of complaint will be submitted to the customer within 14 working days from the complaints date received. | 381/381
100% |
639 100% |
848/848
100% |
645/645
100% |
827/827
100% |
649/649
100% |
899/899
100% |
830/830
100% |
874/874
100% |
902/902
100% |
828/828
100% |
1108/1108
100% |
100% |
| 3 | Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year) | TP | 1 | NIL | NIL | NIL | NIL | NIL | 1 | NIL | NIL | 1 | TP | 66.66% |
| 4 | Achieve 90% customer satisfaction level based on customer satisfaction feedback collected | 94.97% (149) |
94.68% (200) |
95.06%
(669) |
95.30%
(137) |
95.21%
(315) |
95.36%
(311) |
93.83%
(306) |
95.88%
(343) |
93.72%
(348) |
95.99%
(210) |
94.05%
(210) |
94.86%
(343) |
94.90%
(3,541) |
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. | 1/1 100% |
1/1 100% |
10/10 100% |
5/5
100% |
7/7
100% |
5/5
100% |
5/5
100% |
7/7
100% |
4/4
100% |
5/5
100% |
11/11
100% |
4/4
100% |
100% |
| 2 | Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days. | NIL | 1/1 100% |
3/3 100% |
NIL | 2/2
100% |
1/1 100% |
5/5
100% |
4/4
100% |
1/1 100% |
3/3 100% |
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. | 1/1 100% |
NIL | 7/7 100% |
5/5
100% |
5/5
100% |
4/4 100% |
NIL | 3/3
100% |
3/3
100% |
2/2
100% |
8/8 100% |
2/2
100% |
100% |
ONE STOP CENTER (OSC)
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | 90% waiting time at the OSC Counter will not exceed 30 minutes. | 242/242 100% |
269/270 99.6% |
274/277
98.9% |
227/229
99.1% |
278/281
98.9% |
233/233
100% |
304/306
99.3% |
280/282
99.3% |
272/274
99.3% |
415/415
100% |
436/436
100% |
Data can’t generate due to issued on QMS System | 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 excluding application that have develpoment/ teknical issues beyond the requirements of the check list. | 81/81 100% |
81/81 100% |
84/84 100% |
63/63
100% |
70/70
100% |
84/84
100% |
77/77
100% |
66/66
100% |
80/80
100% |
120/120
100% |
202/202
100% |
188/188
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 | 2/2 100% | NIL | 3/3 100% | NIL | NIL | NIL | NIL | 3/3
100% |
NIL | NIL | NIL | 100% |
| 2 | A notification memo will be issued to the department/ unit within 5 working days before the audit implementation. | NIL | NIL | 1/1 100% |
NIL | NIL | NIL | NIL | 3/3
100% |
NIL | NIL | 3/3
100% |
NIL | 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 2023 | |||||||||||
| 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) |
NIL | NIL | NIL | 1/1 100% | NIL | NIL | NIL | 1/1
100% |
NIL | NIL | NIL | 1/1
100% |