CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNI

NO
CLIENT CHARTER
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
1 Process planning permission applications efficiently, orderly and in compliance with all rules within 30 working days until the One Stop Centre (OSC) Committee Meeting. 27/27 100% 57/57 100% 60/60 100% 29/29 100% 13/13 100% 11/11 100% 10/10 100% 20/20 100% 29/29

100%

25/25

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% 4/4 100% 7/7 100% 3/3 100% 2/2 100% 2/2 100% 7/7 100% 13/13

100%

6/6

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% 24/24 100% 22/22 100% 43/43 100% 20/20 100% 0/0 100% 6/6 100% 12/12 100% 29/29

100%

12/12

100%

4 Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days. 8/8 100% 32/32 100% 47/47 100% 26/26 100% 15/15 100% 5/5 100% 6/6 100% 28/28 100% 28/28

100%

20/20

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. NIL 3/3 100% 10/10 100% 3/3 100% 7/7 100% 1/1 100% 3/3 100% 3/3 100% 2/2

100%

9/9

100%

6 Reviews on Planning Approval within 14 working days. 11/11 100% 21/21 100% 32/32 100% 22/22 100% 17/17 100% 2/2 100% 5/5 100% 12/12 100% 7/7

100%

20/20

100%

NO CLIENT CHARTER ACHIEVEMENT & PERCENTAGE 2021
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
NIL NIL 38/38 100 % 177/177 100 % 46/46 100% NIL NIL NIL 34/34

100%

307/307

100%

2.
Process of Purchase Forms (B.P) and Government Orders (L.O) for JPP programmes. (3 working days)
9/9 100% 26/26 100 % 32/32 100 % 73/73 100 % 19/19 100% 21/21 100% 29/29 100% 31/31 100% 22/22

100%

40/40

100%

NO CLIENT CHARTER ACHIEVEMENT & PERCENTAGE 2021
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%
2 Process new applications and appointments within 3 months from the closing date of advertisement. NIL NIL NIL 1/1 100% NIL NIL NIL NIL NIL 10/10 100%
NO CLIENT CHARTER JAN FEB MAC APR MAY JUN JUL AUG SEP OCT NOV DEC
1 Process of complete application approval of earthwork, road & drainage plan and in compliance with the technical requirements will be decided by the One Stop Centre (OSC) Committee Meeting within 30 working days.
1a – Approval of earthworks 14/14
100%
8/8 100% 7/7 100% 6/6 100% 1/1 100% 1/1 100% 2/2 100% 4/4 100% 9/9 100% 4/4 100%
1b – Road and drainage approval 6/6
100%
3/3 100% 14/14 100% 12/12 100% 3/3 100% 0/0 100% 1/1 100% 5/5 100% 2/2 100% 4/4 100%
1c – Approval of earthworks, roads and drainage 6/6
100%
10/10 100% 10/10 100% 3/3 100% 4/4 100% 1/1 100% 2/2 100% 10/10 100% 5/5 100% 6/6 100%
2 Process for approval of complete public lighting plan and in compliance with technical requirements will be given within 30 working days. 3/3
100%
7/7 100% 11/11 100% 6/6 100% 7/7 100% 3/3 100% 3/3 100% 3/3 100% 9/9 100% 7/7 100%
3 Acknowledgment of a complete structural plan and in compliance with technical requirements will be given in 14 working days. 15/15
100%
24/24 100% 22/22 100% 14/14 100% 10/10 100% 0/0 100% 2/2 100% 5/5 100% 26/26 100% 16/16 100%
4 Process for approval of road dredging permit and complete route permit will be given within 14 working days 14/14
100%
17/17 100% 15/15 100% 14/14 100% 13/13 100% 5/5 100% 9/9 100% 19/19 100% 14/14
100%
15/15
100%
5 Reviews on planning approval received from OSC within 14 working days 17/17
100%
26/26 100% 30/30 100% 30/30 100% 25/25 100% 0/0 100% 10/10 100% 19/19 100% 26/26
100%
14/14
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 39/39 100% 40/40 100% 47/47 100% 50/50 100% 35/35 100% 22/22 100% 30/30 100% 18/18 100% 34/34 100% 39/39 100%
6b – Drain Damage 31/31 100% 15/15 100% 21/21 100% 30/30 100% 40/40 100% 25/25 100% 17/17 100% 21/21 100% 33/33 100% 27/27 100%
6c – Street Light Damage 72/72
100%
60/60 100% 86/86 100% 109/109 100% 100/100 100% 78/78 100% 49/49 100% 97/97 100% 70/70  100% 73/73 100%
6d – Traffic Light Damage 6/6
100%
2/2 100% 7/7 100% 11/11 100% 3/3 100% 2/2 100% 3/3 100% 7/7 100% 5/5 100% 10/10 100%
NO CLIENT CHARTER JAN FEB MAC APR MAY JUN
1 Approve application for payment of assessment tax in installments immediately. = 7 BA

= RM30,671 collected

100%

= 20 BA        = RM105,537 collected

100%

= 22 BA      = RM122,781 collected

100%

= 22 BA       = RM1,181,700 collected

100%

= 22 BA

= RM1,181,700 collected

100%

= 2 BA

= RM6,555 dikutip

100%

2 Process of collateral deposit within 7 days. =  89 BP

= RM662,254

=  43 BP

= RM173,042

=  119 BP

= RM996,860

= 112 BP

= RM490,752

= 57 BP

= RM340,648

= 69BP

= RM268,874

100%

3 Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days. 400 bills processed in 7 days

0 bill processed

>7 days

100%

429 bills processed in 7 days

0 bill processed

>7 days

100%

529 bills processed in 7 days

0 bill processed

>7 days

100%

656 bills processed in 7 days

0 bill processed

>7 days

100%

450 bills processed in 7 days

0 bill processed

>7 days

100%

476 bil yang diproses 7 hari

0 bil diproses

>7 hari

100%

NO CLIENT CHARTER JUL AUG SEP OCT NOV DEC
1 Approve application for payment of assessment tax in installments immediately. = 2 BA

= RM33,651 collected

100%

= 2 BA

= RM383,454 collected

100%

= 11 BA

= RM2,346,518 collected

100%

= 8 BA

= RM95,425 collected

100%

2 Process deposit of collateral within 7 days. = 25

BP

= RM282,817

= 28

BP

= RM359,582

= 57BP

= RM461,373

100%

= 87BP

= RM831,773

100%

3 Process payment to supplier after complete of documents are received at the Treasury Department within 7 days. 359 bills processed in 7 days

0 bill processed

>7 days

100%

377 bills processed in 7 days

0 bill processed

>7 days

100%

469 bills processed in 7 days

0 bill processed

>7 days

100%

576 bills processed in 7 days

0 bill processed

>7 days

100%

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. 100% 100% 100% 100% 100% 100% 270/270 100% 450/450 100% 550/550

100%

500/500

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. 570/570 100% 600/600 100% 510/510 100% 680/680 100% 400/400 100% 75/75 100% 270/270 100% 450/450 100% 550/550

100%

500/500

100%

   

100%

3 Ensure that remission applications are processed and decided within 1 month after the term ends. NIL NIL 872 DP NIL DP NIL NIL 813 NIL

100%

4 Assessment Tax Confirmation Letter is issued within 7 days of the complete application. 1755/1755
100%
1774/1774 100% 1539/1539 100% 633/633 100% 215/215 100% 220/220 100% 1319/1319 100% 2149/2149 100% 2385/2385 100% 505/505

100%

100%
5 Heavy Vehicle Parking Confirmation Letter is issued within 7 days of complete application. NIL NIL  NIL NIL NIL NIL NIL NIL NIL NIL NIL
6 Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department. 5/5
100%
5/5
100%
1/1
100%
NIL 1/1
100%
4/4 100% NIL 11/11 100% 5/5
100%
6/6
100%
100%
NO CLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2020
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. 1/1 NIL 5/5 8/8 1/1
100%
1/1
100%
NIL 1/1
100%
1/1
100%
7/7
100%
PERCENTAGE
100% NIL 100% 100% 100% 100% NIL 100% 100% 100%
BIL PIAGAM PELANGGAN
PENCAPAIAN DAN PERATUSAN TAHUN 2020
JAN FEB MAC APR MEI JUN JUL OGO SEP OKT NOV DIS
1 Building Plan Approval
i Public facilities buildings housing, shops / offices, factories, institutions, complexes within 30 days (as per ISO) 1-L
100%
5 – L

100%

17 – L

100%

11 – L

100%

5 – L

100%

2 – L

100%

2 – L

100%

3 – L

100%

10-L
100%
8-L
100%
ii Single / semi-detached house within 24 hours provided with infra approval 8-L
100%
17 – L

100%

11 – L

100%

7 – L

100%

5 – L

100%

1 – L

100%

1 – L

100%

5 – L

100%

6-L
100%
6-L
100%
iii Additions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents 60-L
100%
100-L

100%

130-L

100%

108-L

100%

64 -L

100%

2 – L

100%

7 – L

100%

98 -L

100%

111-L
100%
119-L
100%
iv Temporary building permit
a That  involves technical reviews within –30 days 1 – L

100%

2 – L

100%

4 – L

100%

TP 7 – L

100%

7 – L

100%

4 – L

100%

4 – L

100%

b That does not involve technical reviews (such as project signage and hoarding) – 7 days 6-L
100%
7 – L

100%

14 – L

100%

9 – L

100%

8 – L

100%

TP 1 – L

100%

8 – L

100%

7 – L

100%

10 – L

100%

2 Certificate of Fitness (CFO) approval within 14 days after receipt of Form E NIL NIL NIL NIL NIL NIL NIL NIL NIL NIL
3 Return of Deposit within 7 days 50/50
100%
38/38
100%
46/46
100%
50/50
100%
8/8
100%
31/31

100%

3/3

100%

15/15

100%

25/25

100%

46/46

100%

4 Contractor Payment Claim within 7 days 39/39
100%
15/15
100%
14/14
100%
24/24
100%
19/19
100%
17/17

100%

7/7

100%

12/12

100%

12/12

100%

28/28

100%

5 Reviews on the Development Proposal Report (LCP) for planning development application within 14 days 5/5
100%
14/14
100%
16/16
100%
16/16
100%
16/16
100%
5/5

100%

1/1

100%

3/3

100%

11/11

100%

13/13

100%

6. Receive applications of submission area and distribute to Departments involved within 14 working days 36/36
100%
2/2
100%
2/2
100%
2/2
100%
NIL TP 3/3

100%

1/1

100%

7/7

100%

4/4

100%

NOTE:

NO CLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2020
JAN
FEB MAC APR MAY JUN JUL AUG SEP OCT NOV DEC
1 Implement dengue prevention and control activities within 2 working days after complaint is reported 6/6

COMPLAINT

100%

5/5

COMPLAINT

100%

2/2

COMPLAINT

100%

2/2

COMPLAINT

100%

5/5

COMPLAINT

100%

2/2

COMPLAINT

100%

9/9

COMPLAINT

100%

10/10

COMPLAINT

100%

8/8

COMPLAINT

100%

4/4

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 2/2

COMPLAINT

100%

3/3

COMPLAINT

100%

7/7

COMPLAINT

100%

3/3

COMPLAINT

100%

5/5

COMPLAINT

100%

4/4

COMPLAINT

100%

1/1

COMPLAINT

100%

NIL 2/2

COMPLAINT

100%

1/1

COMPLAINT

100%

3 Process and approve complete dog license application immediately: –

  • New application
  • Renew

14/14 (PB)

38/38 (R)

100%

12/12 (PB)

39/39 (R)

100%

20/20 (NA)

122/ 122 (R)

100%

20/20 (NA)

46/46 (R)

100%

13/13 (NA)

8/8 (R) 100%

NIL NIL 8/8 (NA)

7/7

(R)

100%

11/11 (NA)

3/3

(R)

100%

5/5

(PB)

4/4

(R)

100%

4 Take action on nuisance complaints related to idle premises / bushes within 60 days

5/5

Unit

100%

5/5

Unit

100%

12/12

Unit

100%

13/13

Unit

100%

7/7

Unit

100%

10/10

Unit

100%

12/12

Unit

100%

19/19

Unit

100%

11/11

Unit

100%

3/3

Unit

100%

5 Process payment claims from contractors or suppliers within 7 days from the date of invoice receipt

16/16

(100%)

6/6

(100%)

15/15

(100%)

9/9

(100%)

43/43

(100%)

48/48

(100%)

14/14

(100%)

15/15

100%

22/22

100%

27/27

100%

6 Issue monthly contractor performance monitoring reports for solid waste management and public cleansing

143/143

(100%)

143/143

(100%)

143/ 143

(100%)

144/144

(100%)

175/175

(100%)

178/178

(100%)

144/144

(100%)

165/165

100%

167/167

100%

165/165

100%

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). 4/12

33.3%

5/17

29.4%

30/30

100%

25/25

100%

16/16

100%

0/0

0%

3/3

0%

10/10

100%

20/20

100%

29/29

100%

84.74%
2 Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision. 58/58

100%

89/89

100%

107/107

100%

78/78

100%

58/58

100%

8/8

100%

11/11

100%

42/42

100%

52/52

100%

89/89

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
NO CLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
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. 10/10

100%

10/10

100%

182/182 100% 214/214 100% 72/72

100%

25/25

100%

15/15 100% 26/26 100% 72/72 100% 137/137 100%
2 Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified.

.

NIL NIL

175/ 175 100%

206/206 100% 57/57

100%

NIL NIL NIL NIL NIL
3 98% of Offense Notices issued meet legal requirements 23/23

100%

36/38

95%

187/189 99%

312/ 320 98%

156/158 99% 42/43

98%

48/49

98%

16/16 100% 114/117

97%

268/268

100%

4 85% Warning Notices issued must be followed up within 14 days after the expiration of the notice given. 9/9

100%

65/65

100%

124/124

100%

NIL NIL 273/273

100%

124/124 100% 24/24 100% 53/53

100%

70/70

100%

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%

(95/95)

≤ 10M

= 95

˃ 10M

= 0

100%

(101/101)

≤ 10M

= 101

˃ 10M

= 0

100%

(184/ 184)

≤ 10M

= 184

˃ 10M

= 0

100%

(147/ 147)

≤ 10M

= 147

˃ 10M

= 0

100%

(77/77)

≤ 10M

= 77

˃ 10M

= 0

100%

(15/15)

≤ 10M

= 15

> 10M

= 0

100%

(6/6)

≤ 10M

= 6

> 10M

= 0

100%

(33/33)

≤ 10M

= 33

> 10M

= 0

100%

(72/72)

≤ 10M

= 72

> 10M

= 0

100%

(39/39)

≤ 10M

= 39

> 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%

(14/14)

R = 12

≤ 14H =12

˃ 14H = 0

B = 2

≤ 14H = 2

˃ 14H = 0

100%

(16/16)

R = 11

≤ 14H =11

˃ 14H = 0

B = 5

≤ 14H = 5

˃ 14H = 0

100%

(25/25)

R = 8

≤ 14H =8

˃ 14H = 0

B = 17

≤ 14H = 17

˃ 14H = 0

100%

(38/38)

R = 26

≤ 14H =26

˃ 14H = 0

B = 27

≤ 14H = 12

˃ 14H = 0

100%

(20/20)

R = 16

≤ 14H =16

˃ 14H = 0

B = 4

≤ 14H = 4

˃ 14H = 0

100%

(6/6)

R = 5

≤ 14H = 5

> 14H = 0

B = 1

≤ 14H = 1

> 14H = 0

100%

(7/7)

R = 3

≤ 14H =3

> 14H =

0

B = 4

≤ 14H =4

> 14H = 0

100%

(8/8)

R = 5

≤ 14H  =5

> 14H =

0

B = 3

≤ 14H =

3

> 14H =

0

100%

(25/25)

R = 9

≤ 14H = 9

> 14H = 0

B = 16

≤ 14H = 16

> 14H = 0

100%

(13/13)

R = 8

≤ 14H =

8

> 14H =

0

B = 5

≤ 14H =

5

> 14H =

0

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

100%

(6/6)

SB = 3

≤ 14H = 3

˃ 14H = 0

SS = 3

≤ 14H = 3

˃ 14H = 0

100%

(5/5)

SB = 2

≤ 14H = 2

˃ 14H = 0

SS = 3

≤ 14H = 3

˃ 14H = 0

100%

 (16/16)

 SB =16

 ≤ 14H = 16

˃ 14H = 0

 SS = 0

 ≤ 14H = 0

˃ 14H = 0

100%

 (3/3)

 SB = 0

 ≤ 14H = 0

˃ 14H = 0

SS = 3

 ≤ 14H = 3

 ˃ 14H = 0

100%

 (23/23)

 SB = 0

 ≤ 14H = 22

˃ 14H = 0

 SS = 1

 ≤ 14H = 1

˃ 14H = 0

100%

 (4/4)

 SB = 4

 ≤ 14H = 4

 ˃ 14H = 0

SS = 0

 ≤ 14H = 0

 ˃ 14H = 0

100%

 (12/12)

 SB =12

 ≤ 14H =12

 ˃ 14H =

0

SS = 0

 ≤ 14H =0

 ˃ 14H =

0

100%

 (3/3)

 SB = 3

 ≤ 14H =3

 ˃ 14H =

0

SS = 0

 ≤14H  =0

 ˃ 14H =

0

100%

 (6/6)

 SB = 4

 ≤ 14H =4

 ˃ 14H =

0

SS = 2

 ≤ 14H =2

 ˃ 14H =

0

100%

 (3/3)

 SB = 3

 ≤ 14H = 3

 ˃ 14H = 0

SS = 0

 ≤ 14H = 0

 ˃ 14H =

0

NO CLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2021
NUMBER OF ACHIEVEMENT
JAN FEB MAR APR MAY JUN JULY AUG SEP OCT NOV DEC
%
1 Ensure that the developer holds the first meeting of the establishment of the Joint Management Body (JMB) and Management Corporation (MC) within a period of not less than 12 months from the date of obtaining the certificate of fitness for occupation of the building and 25% transfer of strata ownership. NIL NIL NIL NIL NIL NIL NIL 1/1

100%

NIL 4/4

100%

100%
2 Manage the registration and issuance of JMB certificate within 7 days from the date of the complete document  application  certificate is received NIL NIL NIL NIL 1/1

100%

2/2

100%

2/2

100%

1/1

100%

NIL 1/1

100%

100%
3 Provide advisory services to developers / JMB / MC related to maintenance and joint property management within 7 working days of receiving application 46/46
100%
30/30

100%

22/22

100%

47/47

100%

28/28

100%

17/17

100%

37/37

100%

35/35

100%

26/26

100%

20/20

100%

100%
4 Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a request NIL NIL NIL 6/6

100%

NIL NIL NIL NIL 1/1

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 NIL 1/1

100%

1/1

100%

2/2

100%

NIL NIL NIL 1/1

100%

2/2

100%

NIL

100%

NO CLIENT CHARTER ACHIEVEMENT & PERCENTAGE 2021
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 2/2 100% 26/26 100% 14/23 61% 30/30 100% 13/13 100% NIL 25/25 100% 20/20

100%

29/29

100%

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 689/689
100%
620/620 100% 901/901 100% 768/768 100% 737/737 100% 609/609 100% 573/573 100% 657/ 657

100%

760/760

100%

717/717

100%

100%

2 Submit feedback of customer complaint status  to customer (14 days from the date of the complaint received) 689/689
100%
620/620 100% 901/901 100% 768/768 100% 737/737 100% 609/609 100% 573/573 100% 657/ 657

100%

760/760

100%

717/717

100%

100%

3 Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year) TP TP TP TP TP TP NIL NIL NIL 1 NIL
4 Waiting time at the Main Counter does not exceed 5 minutes 90% target achieved (not applicable during peak hours i.e. Jan – Feb & Jul – August)

1911/2010 95.07%

2221/2353 94.39% 2166/2181 99.31% 1585/1592 99.56% 774/777 99.61% NIL

(PKP)

139/142 97.89% 896/904

99.12%

1060/1062

99.81%

911/913

99.78%

98.12%
5 85% waiting time at the OSC Counter does not exceed 30 minutes (for walk-in business only) 263/271 97.05% 415/422 98.34% 610/621 98.23% 447/457 97.81% 239/247 96.76% NIL

(PKP)

31/32 96.88% 240/247

97.17%

347/352

98.58%

317/319

99.37%

97.80%
6 90% achievement of customer satisfaction with Council services 97.97% 95.97% 94.24% 95.74% 96.68% 90.56% 100% 96.60%

(25)

94.14%

(53)

95.96% 95.79%
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. 2/2 100% 3/3

100%

13/13

100%

5/5

100%

5/5

100%

4/4 100% 3/3

100%

4/4 100% 3/3

100%

5/5

100%

100%

2 Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days. 2/2 100% 2/2

100%

12/12

100%

4/4

100%

0/0

100%

2/2 100% NIL NIL NIL 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%
4 Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly. 0/0

100%

1/1

100%

1/1

100%

1/1

100%

5/5

100%

2/2 100% 3/3

100%

4/4 100% 3/3

100%

3/3

100%

100%


LAMPIRAN