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CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNIT 2025
TOWN PLANNING DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC |
| 1 | Ensure that applications for planning permission is decided in the One Stop Centre Committee (OSC) Meeting within 30 working days. | 38/38 100% | 33/33 100% | ||||||||||
| 2 | Ensure that applications for the address system is decided in the One Stop Centre Committee (OSC) Meeting within 14 working days. | 3/3 100% | 4/4 100% | ||||||||||
| 3 | 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 | 19/19 100% | 9/9 100% | ||||||||||
| 4 | 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. | 27/27 100% | 24/24 100% | ||||||||||
| 5 | 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% | 10/10 100% | ||||||||||
COMMUNITY DEVELOPMENT DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1. | To provide feedback on the booking of public facilities within 2 working days from the date of the application received. | 1123/1123 100% | 1039/1039 100% | ||||||||||
| 2. | To prepare the Purchase Form (BP) and Local Order (LO) for the Residents’ Consultative Committee (JPP) programmed within 3 working days. | 81/81 100% | 80/80 100% | ||||||||||
ADMINISTRATION DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | 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% | 1/1 100% | ||||||||||
| 2 | To process applications and appointments of new staff within 3 months from the date of the interview. | 2/2 100% | – | ||||||||||
ENGINEERING DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | AVERAGE ACHIEVEMENT (%) |
| 1 | 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% | 100% | ||||||||||
| 2 | To ensure that applications for the public lighting plan are decided at the One Stop Centre Committee (OSC) Meeting within 30 working days. | 7/7 100% | 2/2 100% | 100% | ||||||||||
| 3 | To acknowledge acceptance of a complete structural plan and comply with the technical requirements within 14 working days | 19/19 100% | 12/12 100% | 100% | ||||||||||
| 4 | To approve applications for a complete road dredging permit and route permit within 14 working days. | 16/16 100% | 4/4 100% | 100% | ||||||||||
| 5 | Provide planning permission reviews received from the OSC 3.0 Plus System within 14 working days. | 17/17 100% | 9/9 100% | 100% | ||||||||||
| 6 | To reimburse deposit upon receipt of complete documents within 14 working days. | 9/9 100% | 5/5 100% | 100% |
FINANCE DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN |
| 1 | Approve application for payment of assessment by way of installments immediately | = 7 BA = RM 36,592 Collected 100% | = 4 BA = RM 87,570 Collected 100% | ||||
| 2 | Process payment claims after complete documents are received by the Treasury Department within 7 days. | = 525 bill processed 7 days 0 bill processed > 7 days 100% | = 449 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. | 3762/ 3979 94.5% | 2749/ 2824 97.3% | ||||
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 | 100% | ||||||
| 2 | Process payment claims after complete documents are received by the Treasury Department within 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. | 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 | 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. | 276/ 276 100% | 338/338 100% | |||||||||||
| 2 | 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. | 276/ 276 100% | 338/338 100% | 100% | ||||||||||
| 3 | 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. | NA | IP | 100% | ||||||||||
| 4 | To issue the Assessment Confirmation Letter within 5 days from the date of complete application. | 689/689 100% | 2180/2180 100% | 100% | ||||||||||
| 5 | To issue a letter of offer for rental of premises within 14 days after confirmation of damage from the Building Control Department. | 3/3 100% | 0/0 100% | 100% | ||||||||||
LANDSCAPE DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | 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% | ||||||||||
| 2 | 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. | 57/57 100% | 57/57 100% | ||||||||||
BUILDING CONTROL DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | ||
| 1 | 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. | 15-A 100% | 15-A 100% | ||||||||||
| 2 | To ensure that temporary building permit applications involving technical reviews are decided at the One Stop Centre Committee (OSC) Meeting within 30 working days. | 2-A 100% | NA | ||||||||||
| 3 | To ensure that applications for detached/semi-detached houses are approved within 24 hours provided that infra approval had been given. | 4-A 100% | 5-A 100% | ||||||||||
| 4 | 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. | 92-A 100% | 92-A 100% | ||||||||||
| 5 | 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. | 15-A 100% | 14-A 100% | ||||||||||
| 6 | To reimburse deposit upon receipt of complete documents within 14 working days. | 43-A 100% | 48-A 100% | ||||||||||
| 7 | To process the contractor’s payment claim application within 14 working days. | 40-A 100% | 21-A 100% | ||||||||||
NOTE:
HEALTH ENVIRONMENTAL DEPARTMENT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
JAN | FEB | MAC | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | ||
| 1 | To implement disease carrier prevention and vector control activities within 2 working days after the complaint is reported. | 12/12 COMPLAINT 100% | 11/11 COMPLAINT 100% | ||||||||||
| 2 | Conduct inspections and act on complaints related to the cleanliness of food premises and others within 2 working days after the complaint is received. | 2/2 COMPLAINT 100% | 5/5 COMPLAINT 100% | ||||||||||
| 3 | To approve new applications and complete dog license renewals immediately. | 15/15 (NA) 115/ 115 (R) 100% | 5/5 (NA) 72/72 (R) 100% | ||||||||||
| 4 | To take actions on nuisance complaints related to abandoned premises/undergrowth within 60 days. | 7/7 UNIT 100% | 7/7 UNIT 100% | ||||||||||
| 5 | To process payment claims from contractors or suppliers within 7 days from the date of receipt of the invoice. | 22/22 100% | 7/7 100% | ||||||||||
| 6 | To issue contractor performance monitoring reports for cleaning and solid waste management works every month | 59/59 100% | 107/107 100% | ||||||||||
| 7 | To reimburse deposit upon receipt of complete documents within 14 working days. | 2/2 100% | 1/1 100% | ||||||||||
LICENSING DEPARTMENT
| NO | CLIENT CHARTER | JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | AVARAGE ACHIEVEMENT |
| 1 | To ensure that all completed applications which comply with the licensing requirements are processed and approved, postponed, or rejected within 14 working days. | 27/27 100% | 41/41 100% | |||||||||||
| 2 | To ensure that applications for non-risk licenses which are completed and comply with the licensing conditions are provided with an immediate decision. | 104/104 100% | 93/93 100% | |||||||||||
| 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 2025 | |||||||||||
JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 1 | To ensure immediate issuance of compound to the Person Receiving the Fine (OKS) after the offence has been identified. | 1479/1479 100% | 1296/1296 100% | ||||||||||
| 2 | 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. | – | – | ||||||||||
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 | (241/ 241) ≤ 10M = 241 > 10M = 0 100% | (258/ 258) ≤ 10M = 258 > 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 | (30/30) R = 8 ≤14H =8 > 14H = 0 B = 22 ≤ 14H = 22 > 14H = 0 100% | (44/44) R = 7 ≤14H =7 > 14H = 0 B = 37 ≤ 14H = 37 > 14H = 0 100% | ||||||||||
| 3. | Ensure that each agreement document received is reviewed within 14 working days | (12/12) NR =10 ≤ 14D = 10 > 14D = 0 R = 2 ≤ 14D = 2 > 14D = 0 100% | (8/8) NR =7 ≤ 14D = 7 > 14D = 0 R = 1 ≤ 14D = 1 > 14D = 0 100% |
COMMISSIONER OF BUILDING UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | NUMBER OF ACHIEVEMENT | |||||||||||
| JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | % | ||
| 1 | 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% | NA | |||||||||||
| 2 | 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. | 16/16 100% | 13/13 100% | |||||||||||
| 3 | To coordinate the notice of arrears of maintenance charges by the Developer / Body within 14 days from the date the application is received. | NA | NA | |||||||||||
TENDER AND CONTRACT UNIT
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| 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 | 15/15 100% | 62/62 100% | ||||||||||
CORPORATE AND PUBLIC RELATIONS UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEP | OCT | NOV | DEC | (%) |
| 1 | To present feedback on the status of the complaint to the customer within 14 working days from the date the complaint is received. | 1145/1145 100% | 1062/1062 100% | 100% | ||||||||||
INFORMATION TECHNOLOGY UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | To provide feedback on software and computer network complaints within 2 working hours. | 11/11 100% | 13/13 100% | 100% | ||||||||||
| 2 | Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days. | – | 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% | ||||||||||
| 4 | Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly. | 11/11 100% | 12/12 100% | 100% |
ONE STOP CENTER (OSC)
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | To ensure that 90% of the waiting time at the OSC Counter does not exceed 30 minutes. | 373/373 100% | 316/322 98.1% | 100% | ||||||||||
| 2 | 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. | 169/169 100% | 167/167 100% | 100% | ||||||||||
| 3 | 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. | 3/3 100% | 3/3 100% | |||||||||||
INTERNAL AUDIT UNIT
| NO | CLIENT CHARTER | JAN | FEB | MAR | APR | MAY | JUN | JULY | AUG | SEPT | OCT | NOV | DEC | (%) |
| 1 | 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
| NO | CLIENT CHARTER | ACHIEVEMENT & PERCENTAGE 2025 | |||||||||||
| JAN | FEB | MAC | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | ||
| 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. | 3/3 100% | NA | ||||||||||
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