Client Charter Achievement Performance Department / Division / Unit

CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2024

TOWN PLANNING DEPARTMENT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

Ensure that applications for planning permission is decided in the One Stop Centre Committee (OSC) Meeting within 30 working days.

47/47

100%

38/38
100%

55/55

100%

Ensure that applications for the address system is decided in the One Stop Centre Committee (OSC) Meeting within 14 working days.

10/10
100%

4/4
100%

6/6

100%

To ensure that reviews of land applications / land matters to the Sepang District Land Administration / Selangor State Director of Lands and Mines are processed within 14 working days

13/13

100%

7/7
100%

14/14

100%

To ensure that reviews of building plans / earthworks plans / matters related to planning sent to the Building Control Department / Engineering Department are processed within 14 working days.

18/18

100%

23/23
100%

30/30

100%

To ensure that the approval of landscape plan applications is processed within 30 working days from the date of receipt of the application.

7/7
100%

6/6
100%

9/9

100%

COMMUNITY DEVELOPMENT DEPARTMENT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

To provide feedback on the booking of public facilities within 2 working days from the date of the application received.

962/962 100%

888/888
100%

634/634 100%

To prepare the Purchase Form (BP) and Local Order (LO) for the Residents’ Consultative Committee (JPP) programme within 3 working days.

11/11
100%

59/59
100%

71/71 100%

ADMINISTRATION DEPARTMENT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

To prepare a draft of the minutes of the Full Council Meeting within 2 working days and distribute the minutes of the Full Council Meeting within 5 working days from the date of the meeting.

1/1
100%

To process applications and appointments of new staff within 3 months from the date of the interview.

4/4
100%

–

ENGINEERING DEPARTMENT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEP

OCT

NOV

DEC

AVERAGE ACHIEVEMENT (%)

To ensure that applications for earthworks, roads and drainage plans are decided at the One Stop Centre Committee (OSC) Meeting within 30 working days.

18/18
100%

19/19
100%

19/19

100%

To ensure that applications for the public lighting plan are decided at the One Stop Centre Committee (OSC) Meeting within 30 working days.

4/4
100%

6/6
100%

9/9

100%

To acknowledge acceptance of a complete structural plan and comply with the technical requirements within 14 working days

16/16
100%

100%

To approve applications for a complete road dredging permit and route permit within 14 working days.

47/47
100%

13/13
100%

15/15
100%

100%

Provide planning permission reviews received from the OSC 3.0 Plus System within 14 working days.

22/22
100%

21/21
100%

20/20
100%

100%

To reimburse deposit upon receipt of complete documents within 14 working days.

4/4
100%

100%

FINANCE DEPARTMENT

NO	CLIENT CHARTER	JAN	FEB	MAR	APR	MAY	JUN
1	Approve application for payment of assessment by way of installments immediately	= 8 BA = RM 5,750, 002 Collected 100%	=11BA = RM 210, 775 Collected 100%	=3 BA = RM 25,477 Collected 100%
2	Process payment claims after complete documents are received by the Treasury Department within 7 days.	= 742 bill processed 7 days 0 bill processed > 7 days 100%	= 660 bill processed 7 days 0 bill processed > 7 days 100%	= 693 bill processed 7 days 0 bill processed > 7 days 100%
3	To ensure that 90% of the waiting time at the Main Counter does not exceed 5 minutes except in January, February, July and August.	The report could not be issued because the queue number system is under maintenance	1211/1212 99.9%	The report could not be issued because the queue number system is under maintenance

January – June

NO	CLIENT CHARTER	JULY	AUG	SEP	OCT	NOV	DEC	AVERAGE ACHIEVEMENT (%)
1	Approve application for payment of assessment by way of installments immediately
2	Process payment claims after complete documents are received by the Treasury Department within 7 days.
3	To ensure that 90% of the waiting time at the Main Counter does not exceed 5 minutes except in January, February, July and August.

July – December

VALUATION AND PROPERTY MANAGEMENT

CLIENT CHARTER

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

NUMBER OF ACHIEVEMENT

To implement the transfer of ownership application submitted together with the complete documents and comply with the requirements at the counter of the Valuation and Property Management Department within 1 day.

233/233
100%

202/202
100%

250/250

100%

To implement the application for change of mailing address submitted together with complete documents and comply with the requirements at the counter of the Valuation and Property Management Department within 1 day.

233/233
100%

202/202
100%

250/250

100%

To ensure that remission applications are decided and notified to applicants within 14 days in March for Term 2 and in September for Term 1 each year.

686/686 100%

100%

To issue the Assessment Confirmation Letter within 5 days from the date of complete application.

4899/4899 100%

1011/1011
100%

948/948 100%

100%

To issue a letter of offer for rental of premises within 14 days after confirmation of damage from the Building Control Department.

5/5
100%

2/2 100%

100%

LANDSCAPE DEPARTMENT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

To prepare flower arrangements and decorations for any celebration or event within 1 day and remove them within the next 2 days.

10/10
100%

16/16
100%

15/15

100%

To issue a contractor’s performance appraisal report on the softscape landscaping contractor’s maintenance works within 14 days from the date of receipt of the claim document.

64/64
100%

63/63
100%

63/63

100%

BUILDING CONTROL DEPARTMENT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JULY

AUG

SEP

OCT

NOV

DEC

To ensure that building plan applications for public facilities, housing, shops / offices, factories, institutions, and complexes are decided in the One Stop Centre Committee Meeting (OSC) within 30 working days.

5-L
100%

7- L
100%

14- L
100%

To ensure that temporary building permit applications involving technical reviews are decided at the One Stop Centre Committee (OSC) Meeting within 30 working days.

3-L
100%

4-L
100%

1- L
100%

To ensure that applications for detached/semi-detached houses are approved within 24 hours provided that infra approval had been given.

2-L
100%

–

6- L
100%

To ensure that applications for home/shop/office/factory extensions or renovations are approved within 24 hours provided that payment has been made and documentation is complete.

91-L
100%

67-L
100%

81- L
100%

To ensure that temporary building permit applications that do not involve technical reviews such as project signage and hoarding are approved within 7 working days.

13-L
100%

11-L
100%

14- L
100%

To reimburse deposit upon receipt of complete documents within 14 working days.

58-L
100%

41-L
100%

51- L
100%

To process the contractor’s payment claim application within 14 working days.

32-L
100%

32-L
100%

23- L
100%

NOTE:

HEALTH ENVIRONMENTAL DEPARTMENT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JULY

AUG

SEP

OCT

NOV

DEC

To implement disease carrier prevention and vector control activities within 2 working days after the complaint is reported.

6/6
COMPLAINT
100%

9/9
COMPLAINT
100%

7/7

COMPLAINT

100%

Conduct inspections and act on complaints related to the cleanliness of food premises and others within 2 working days after the complaint is received.

4/4
COMPLAINT
100%

2/2

COMPLAINT

100%

To approve new applications and complete dog license renewals immediately.

9/9 (NA)

172/ 172 (R)

100%

5/5 (NA)

76/76 (R)

100%

9/9 (NA)

34/34 (R)

100%

To take actions on nuisance complaints related to abandoned premises/undergrowth within 60 days.

9/9
UNIT
100%

17/17
UNIT
100%

8/8
UNIT
100%

To process payment claims from contractors or suppliers within 7 days from the date of receipt of the invoice.

50/50
100%

15/15
100%

12/12
100%

To issue contractor performance monitoring reports for cleaning and solid waste management works every month

59/59
100%

97/97
100%

To reimburse deposit upon receipt of complete documents within 14 working days.

–

1/1
100%

LICENSING DEPARTMENT

CLIENT CHARTER

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

AVARAGE ACHIEVEMENT

To ensure that all completed applications which comply with the licensing requirements are processed and approved, postponed, or rejected within 14 working days.

26/26
100%

36/36

100%

To ensure that applications for non-risk licenses which are completed and comply with the licensing conditions are provided with an immediate decision.

154/154
100%

107/107
100%

99/99

100%

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

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

To ensure immediate issuance of compound to the Person Receiving the Fine (OKS) after the offence has been identified.

1235/1241 99.5%

775/775
100%

665/668 99.5%

To ensure that the warning notice investigation is carried out within 14 days under the Sepang Municipal Council By-Laws after the notice is served.

108/108
100%

72/72
100%

40/40
100%

LEGAL UNIT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEPT

OCT

NOV

DEC

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

(372/ 372)

≤ 10M

= 372

> 10M

= 0

100%

(283/ 283)

≤ 10M

= 283

> 10M

= 0

100%

(240/ 240)

≤ 10M

= 240

> 10M

= 0

100%

Ensure that each written feedback on the status of the appeal application or cancellation of offense notice is given within 14 working days

(16/16)

R = 9

≤ 14H =9

> 14H = 0

B = 19

≤ 14H = 19

> 14H = 0

100%

(19/19)

R = 8

≤ 14H=8

> 14H = 0

B = 18

≤ 14H = 18

> 14H = 0

100%

(29/29)

R = 15

≤14H=15

> 14H = 0

B = 14

≤ 14H = 14

> 14H =0

100%

Ensure that each agreement document received is reviewed within 14 working days

(16/16)

NR =13

≤ 14D = 13

> 14D = 0

R = 3

≤ 14D = 3

> 14D = 0

100%

(10/10)

NR =8

≤ 14D = 8

> 14D = 0

R = 2

≤ 14D = 2

> 14D = 0

100%

(14/14)

NR =12

≤ 14D = 12

> 14D = 0

R = 2

≤ 14D = 2

> 14D = 0

100%

COMMISSIONER OF BUILDING UNIT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

NUMBER OF ACHIEVEMENT

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEP

OCT

NOV

DEC

To manage the registration and issuance of JMB certificates within 7 days from the date the complete certificate application document is received.

1/1
100%

1/1 100%

To provide advisory services to developers / Joint Management Body (JMB) / Management Corporation (MC) related to the maintenance and management of strata development within 7 working days from the date the application is received.

37/37
100%

38/38
100%

21/21 100%

To coordinate the notice of arrears of maintenance charges by the Developer / Body within 14 days from the date the application is received.

1/1
100%

1/1 100%

TENDER AND CONTRACT UNIT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

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

8/8
100%

9/9
100%

24/24 100%

CORPORATE AND PUBLIC RELATIONS UNIT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEP

OCT

NOV

DEC

(%)

To present feedback on the status of the complaint to the customer within 14 working days from the date the complaint is received.

1190/1190 100%

896/896

100%

827/827 100%

100%

INFORMATION TECHNOLOGY UNIT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEPT

OCT

NOV

DEC

(%)

To provide feedback on software and computer network complaints within 2 working hours.

5/5
100%

6/6
100%

3/3
100%

Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days.

1/1
100%

100%

Ensure that the level of network and internet services can be operated at least 95% accessibility monthly.

100%

Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly.

4/4
100%

5/5
100%

2/2 100%

100%

LAMPIRAN

ONE STOP CENTER (OSC)

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEPT

OCT

NOV

DEC

(%)

To ensure that 90% of the waiting time at the OSC Counter does not exceed 30 minutes.

Data can’t generate due to issued on QMS System

145/146
99.3%

Data can’t generate due to issued on QMS System

100%

To ensure that all applications for the Development Proposal are decided in the One Stop Centre Committee (OSC) Meeting within 30 working days, excluding applications with development/technical issues outside the checklist requirements.

173/ 173 100%

135/135
100%

175/175
100%

100%

To ensure that the application for Park Name / Road Name / Address System is decided in the One Stop Centre Committee Meeting (OSC) within 14 working days.

10/10 100%

4/4 100%

6/6 100%

LAMPIRAN

INTERNAL AUDIT UNIT

CLIENT CHARTER

JAN

FEB

MAR

APR

MAY

JUN

JULY

AUG

SEPT

OCT

NOV

DEC

(%)

Notice of audit is to be issued to the department/unit within 5 working days before the audit is carried out.

2/2 100%

NIL

100%

INTEGRITY UNIT

CLIENT CHARTER

ACHIEVEMENT & PERCENTAGE 2024

JAN

FEB

MAC

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

To ensure that feedback regarding the complainant’s complaint is given within three (3) working days from the date the complaint is received in the Integrity Unit through the SISPAA system.

2/2 100%

INFO KORPORAT

KOMUNITI & PELAWAT

PERNIAGAAN & PELABURAN

CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2024

CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2024

DATASET

E-PENYERTAAN

Acara

E-PERKHIDMATAN

BORANG KAJIAN KEPUASAN PELANGGAN

MEDIA

UNDIAN