CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2024

NO
CLIENT CHARTER
JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDEC
1Ensure 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%

22/22

100%

2Ensure 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%

6/6

100%

3To 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 days13/13

100%

7/7
100%
14/14

100%

9/9

100%

4To 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%

19/19

100%

5To 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%

5/5

100%

NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1.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%546/546 100%
2.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%65/65 100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1To 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%
1/1
100%
1/1
100%
1/1 100%
2To process applications and appointments of new staff within 3 months from the date of the interview.4/4
100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1To 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%

13/13

100%

100%

2To 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%

3/3

100%

100%
3To acknowledge acceptance of a complete structural plan and comply with the technical requirements within 14 working days16/16
100%
16/16
100%
16/16
100%
19/19

100%

100%
4To approve applications for a complete road dredging permit and route permit within 14 working days.47/47
100%
13/13
100%
15/15
100%
14/14

100%

100%
5Provide planning permission reviews received from the OSC 3.0 Plus System within 14 working days.22/22
100%
21/21
100%
24/24
100%
10/10

100%

100%
6To reimburse deposit upon receipt of complete documents within 14 working days.4/4
100%
4/4
100%
4/4
100%
21/21

100%

100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUN
1Approve 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%

=6 BA

= RM 51,636Collected

100%

2Process 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%

= 624 bill processed 7 days

0 bill processed > 7 days

100%

3To 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 maintenance1211/1212

99.9%

The report could not be issued because the queue number system is under maintenanceThe report could not be issued because the queue number system is under maintenance

January – June

NOCLIENT CHARTERJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1Approve application for payment of assessment by way of installments immediately
2Process payment claims after complete documents are received by the Treasury Department within 7 days.
3To 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

NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECNUMBER OF ACHIEVEMENT
1To 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%

121/121

100%

100%
2To 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%

121/121

100%

100%
3To 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.NAIP686/686 100%IP100%
4To issue the Assessment Confirmation Letter within 5 days from the date of complete application.4899/4899 100%1011/1011
100%
948/948 100%524/524 100%100%
5To issue a letter of offer for rental of premises within 14 days after confirmation of damage from the Building Control Department.5/5
100%
5/5
100%
2/2 100%5/5 100%100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1To 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%

11/11

100%

2To 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%

63/63

100%

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1To 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%
6- L
100%
2To 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%
19- L
100%
3To 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%
3-L
100%
4To 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%
62-L
100%
5To 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%
6To reimburse deposit upon receipt of complete documents within 14 working days.58-L
100%
41-L
100%
51- L
100%
37-L
100%
7To process the contractor’s payment claim application within 14 working days.32-L
100%
32-L
100%
23- L
100%
13-L
100%

NOTE:

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2024
JAN
FEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1To 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%

11/11

COMPLAINT

100%

2Conduct 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%
4/4
COMPLAINT
100%
2/2

COMPLAINT

100%

11/11

COMPLAINT

100%

3To 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%

5/5 (NA)

15/15 (R)

100%

4To 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%
7/7
UNIT
100%
5To 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%
11/11
100%
6To issue contractor performance monitoring reports for cleaning and solid waste management works every month59/59
100%
97/97
100%
97/97
100%
97/97
100%
7To reimburse deposit upon receipt of complete documents within 14 working days.1/1
100%
NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECAVARAGE ACHIEVEMENT
1To 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%
26/26
100%
36/36

100%

26/26

100%

2To 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%

90/90

100%

NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECTOTAL
Number of Licenses 14 Days: 
Number of Instant Licenses: 

Total: 
NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2024
JAN
FEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1To 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%760/762 99.7%
2To 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%
141/141
100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC
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 (372/ 372)

≤ 10M

= 372

> 10M

= 0

100%

 (283/ 283)

≤ 10M

= 283

> 10M

= 0

100%

 (240/ 240)

≤ 10M

= 240

> 10M

= 0

100%

 (153/ 153)

≤ 10M

= 153

> 10M

= 0

100%

2.Ensure that each written feedback on the status of the appeal application or cancellation of offense notice is given within 14 working days(28/28)

R = 9

≤ 14H =9

> 14H = 0

B = 19

≤ 14H = 19

> 14H = 0

100%

(26/26)

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%

 (21/21)

R = 10

≤14H=10

> 14H = 0

B = 11

≤ 14H = 11

> 14H =0

100%

3.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%

(8/8)

NR =8

≤ 14D = 8

> 14D =  0

R = 0

≤ 14D = 0

> 14D = 0

100%

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2024
NUMBER OF ACHIEVEMENT
JANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC
%
1To manage the registration and issuance of JMB certificates within 7 days from the date the complete certificate application document is received.1/1
100%
NA1/1 100%NA
2To 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%35/35 100%
3To 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%
1/1 100%1/1 100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
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 Meeting8/8
100%
9/9
100%
24/24 100%18/18 100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC (%)
1To present feedback on the status of the complaint to the customer within 14 working days from the date the complaint is received.1188/1188 100%892/892

100%

816/816 100%892/892

100%

100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1To provide feedback on software and computer network complaints within 2 working hours.5/5
100%
6/6
100%
3/3
100%
7/7 100%
2Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days.1/1
100%
1/1
100%
1/1
100%
3/3
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%
4Ensure 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%4/4
100%
100%


LAMPIRAN

NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1To 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 System145/146
99.3%
Data can’t generate due to issued on QMS SystemData can’t generate due to issued on QMS System100%
2To 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%
131/131
100%
100%
3To 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%6/6 100%


LAMPIRAN

NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1Notice of audit is to be issued to the department/unit within 5 working days before the audit is carried out.2/2 100%NILNILNIL100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2024
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1.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%2/2 100%2/2 100%NA