CLIENT CHARTER ACHIEVEMENT PERFORMANCE DEPARTMENT / DIVISION / UNI

NO
CLIENT CHARTER
JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDEC
1Ensure 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.32/32 100%24/24 100%28/28

100%

33/33

100%

18/18

100%

17/17

100%

38/38

100%

37/37

100%

2Ensure 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%6/6 100%2/2

100%

6/6

100%

3/3

100%

3/3

100%

5/5

100%

7/7

100%

3Review, 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%19/19 100%31/31

100%

21/21

100%

9/9

100%

20/20

100%

22/22

100%

22/22

100%

4Review, prepare and submit comments of building plans / earthwork plans / planning matters to the Building Department / Engineering Department within 14 working days.28/28 100%21/21 100%30/30

100%

32/32

100%

23/23

100%

17/17

100%

36/36

100%

35/35

100%

5Ensure 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.3/3 100%6/6 100%7/7

100%

6/6

100%

3/3

100%

2/2

100%

5/5

100%

4/4

100%

6Reviews on Planning Approval within 14 working days.21/21 100%13/13 100%13/13

100%

16/16

100%

17/17

100%

9/9

100%

22/22

100%

24/24

100%

NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2022
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1.
Feedback of public facilities booking (2 working days from the date of receiving application
544/544 100 %554/554 100 %613/613 100 %390/390

100%

458/458

100%

629/629

100%

777/777

100%

838/838

100%

2.
Process of Purchase Forms (B.P) and Government Orders (L.O) for JPP programmes. (3 working days)
29/29 100%30/30 100 %63/63 100 %78/78

100%

56/56

100%

23/23

100%

28/28

100%

51/51

100%

NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2022
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Prepare 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%
2Process new applications and appointments within 3 months from the closing date of advertisement.NILNIL4/4 100%3/3 100%NILNILNILNIL
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1Process 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 earthworksNIL6/6

100%

8/8 100%9/9 100%6/6

100%

1/1

100%

12/12

100%

7/7

100%

100%

1b – Road and drainage approval5/5 100%4/4 100%4/4 100%11/11 100%4/4 100%4/4

100%

4/4

100%

10/10

100%

100%
   1c – Approval of earthworks, roads anddrainage7/7 100%7/7 100%5/5 100%5/5 100%4/4 100%7/7

100%

9/9

100%

9/9

100%

100%
2Process 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.15/15 100%4/4 100%1/1 100%7/7 100%4/4 100%2/2

100%

5/5 100%7/7 100%100%
3Acknowledgment of a complete structural plan and in compliance with technical requirements will be given in 14 working days.23/23 100%3/3 100%19/19

100%

16/16 100%10/10 100%21/21

100%

14/14

100%

9/9

100%

100%
4Process for approval of road dredging permit and complete route permit will be given within 14 working days16/16 100%5/5 100%35/35

100%

15/15 100%20/20 100%30/30

100%

15/15

100%

20/20

100%

100%
5Reviews on planning approval received from OSC within 14 working days.10/10 100%14/14 100%14/14

100%

12/12 100%15/15 100%10/10

100%

27/27

100%

22/22

100%

100%
6Provide 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 Damage100/100

100%

57/57

100%

63/63

100%

49/49 100%54/54 100%99/99

100%

71/71

100%

74/74

100%

100%
   6b – Drain Damage18/18

100%

14/14

100%

27/27

100%

36/36 100%20/20 100%44/44

100%

39/39

100%

38/38

100%

100%
6c – Street Light Damage141/141

100%

108/108

100%

121/121

100%

101/101 100%127/127 100%144/144

100%

132/132

100%

150/150

100%

100%
6d – Traffic Light Damage29/29

100%

21/21

100%

16/16

100%

10/10 100%8/8 100%11/11

100%

6/6

100%

22/22

100%

100%
7All council vehicles should be inspected every three (3) months.NILNIL99/99

100%

NILNIL99/99

100%

NIL NIL

100%

NOCLIENT CHARTERJANFEBMARAPRMAYJUN
1Approve application for payment of assessment tax in installments immediately.= 8 BA

= RM2,752,822 dikutip

100%

= 9 BA

= RM2,411,076 dikutip

100%

= 12 BA

= RM263,985 collected

100%

= 8 BA

=RM2,752, 822

collected

100%

= 15 BA

=RM215,960

collected

100%

= 12 BA

=RM230,961 collected

100%

2Process of collateral deposit within 7 days.= 137 BP

= RM484,537

100%

= 101 BP

= RM2,544,109

100%

=  115 BP

= RM545,985

100%

= 114 BP

=RM242, 561

100%

= 81 BP

=RM2,447,859

100%

= 90

BP

=RM359,718

100%

3Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days.= 485 bil yang diproses 7 hari

0 bil diproses > 7 hari

100%

= 463 bil yang diproses 7 hari

0 bil diproses > 7 hari

100%

581 bills processed in 7 days

0 bill processed

>7 days

100%

645 bills processed in 7 days

0 bill processed

>7 days

100%

393 bills processed in 7 days

0 bill processed

>7 days

100%

574 bills processed in 7 days

0 bill processed

>7 days

100%

490% waiting time at the Main Counter will not exceed 5 minutes (not applicable during peak hours i.e. Jan – Feb & Jul – August)2617/2634

99.35%

2148/2165

99.21%

1949/ 1950

99.95%

1424/ 1424

100%

1135/ 1135

100%

1496/ 1501

99.67%

January – June

NOCLIENT CHARTERJULYAUGSEPOCTNOVDECAVERAGE ACHIEVEMENT (%)
1Approve application for payment of assessment tax in installments immediately.= 12 BA

=RM204,551

collected

100%

= 12 BA

=RM917,938

collected

100%

100%
2Process of collateral deposit within 7 days.= 98

BP

=RM1,890,004

100%

= 122

BP

=RM1,265,265

100%

100%
3Process of payment to supplier after complete of documents are received at the Treasury Department within 7 days.492 bills processed in 7 days

0 bill processed

> 7 hari

100%

527 bills processed in 7 days

0 bill processed

> 7 hari

100%

100%
490% waiting time at the Main Counter will not exceed 5 minutes (not applicable during peak hours i.e. Jan – Feb & Jul – August)1414/ 1415

99.93%

1630/ 1634

99.93%

100%

July – December

NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECNUMBER OF ACHIEVEMENT
1Transfer of application submitted with complete documents and in compliance with the conditions at the Valuation Department counter will be processed within 1 day.550/ 550

100%

650/650

100%

653/653

100%

400/400

100%

302/302

100%

734/734

100%

280/280

100%

362/362

100%

100%
2Application 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.550/ 550

100%

820/820

100%

653/653

100%

400/400

100%

302/302

100%

734/734

100%

280/280

100%

362/362

100%

   

100%

3Ensure that remission applications are processed and decided within 1 month after the term ends.NIL864/864

100%

DPDPDPDPDP1001/1001

100%

100%

4Assessment Tax Confirmation Letter is issued within 7 days of the complete application.1856/1856

100%

1625/1625

100%

712/712

100%

339/339

100%

547/547

100%

1839/1839

100%

1937/1937

100%

846/ 846

100%

100%
5Premises rental offer letter is issued within 14 days after confirmation of damage from the Building Department.5/5
100%
NIL66/66

100%

14/14

100%

21/21

100%

6/6

100%

2/2

100%

4/4

100%

NIL
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2022
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Preparation of beautiful and tidy decorations for any celebration within 1 day and decorative trees will be unloaded within the following 2 days.4/4 100%8/8 100%12/12 100%6/6

100%

10/10

100%

7/7

100%

6/6

100%

17/17

100%

2Issue a performance monitoring report of the contractor of soft landscape maintenance works for the current month.12/12 100%23/23

100%

26/26

100%

32/32

100%

37/37

100%

41/41

100%

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2022
JANFEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1Building Plan Approval
iPublic facilities buildings housing, shops / offices, factories, institutions, complexes within 30 days (as per ISO)10-L
100%
5 – L

100%

6 – L

100%

12 – L

100%

6 – L

100%

7 – L

100%

11 – L

100%

12 – L

100%

iiSingle / semi-detached house within 24 hours provided with infra approval13-L
100%
3 – L

100%

11 – L

100%

6 – L

100%

4 – L

100%

5 – L

100%

8 – L

100%

7 – L

100%

iiiAdditions or amendments to the house / shop / office / factory within 24 hours provided with complete payment and documents109-L
100%
92-L

100%

133 – L

100%

101 – L

100%

99 – L

100%

131 – L

100%

98 – L

100%

111 – L

100%

ivTemporary building permit
aThat  involves technical reviews within –30 days1-L

100%

1-L

100%

5 – L

100%

5 – L

100%

5 – L

100%

12 – L

100%

bThat does not involve technical reviews (such as project signage and hoarding) – 7 days8-L
100%
1-L

100%

16 – L

100%

11 – L

100%

4 – L

100%

7 – L

100%

7 – L

100%

18 – L

100%

2Return of Deposit within 7 days82/82
100%
42/42
100%
43/43
100%
47/47
100%
28/28
100%
17/17
100%
49/49
100%
47/47
100%
3Contractor Payment Claim within 7 days14/14
100%
12/12
100%
20/20
100%
34/34
100%
19/19
100%
22/22
100%
22/22
100%
20/20
100%
4Reviews on the Development Proposal Report (LCP) for planning development application within 14 days17/17
100%
11/11
100%
17/17
100%
14/14
100%
14/14
100%
11/11
100%
15/15
100%
27/27
100%
5Receive applications of submission area and distribute to Departments involved within 14 working days1/1
100%
TP12/12
100%
TPTP4/4
100%
2/2
100%
8/8
100%

NOTE:

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2022
JAN
FEBMACAPRMAYJUNJULYAUGSEPOCTNOVDEC
1Implement dengue prevention and control activities within 2 working days after complaint is reported8/8

COMPLAINT

100%

2/2

COMPLAINT

100%

2/2

COMPLAINT

100%

3/3

COMPLAINT

100%

5/5

COMPLAINT

100%

1/1

COMPLAINT

100%

5/5

COMPLAINT

100%

6/6

COMPLAINT

100%

2Carry out inspections and act on complaints related to the cleanliness of food premises within 2 working days after the complaint is received1/1

COMPLAINT

100%

7/7

COMPLAINT

100%

1/1

COMPLAINT

100%

NIL6/6

COMPLAINT

100%

1/1

COMPLAINT

100%

2/2

COMPLAINT

100%

NIL
3Process and approve complete dog license application immediately: –

  • New Application (NA)
  • Renew (R)
11/11 (NA)

32/32 (R)

100%

9/9

(NA)

27/27 (R)

100%

5/5

(PB)

13/13

(R)

100%

13/13

(PB)

22/22

(R)

100%

5/5

(PB)

9/9

(R)

100%

8/8 (PB)

15/15 (R)

100%

9/9 (PB)

6/6 (R)

100%

13/13 (PB)

5/5 (R)

100%

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

6/6

Unit

100%

3/3

Unit

100%

4/4

UNIT

100%

4/4

UNIT

100%

11/11

UNIT

100%

6/6

Unit

100%

16/16

Unit

100%

10/10

Unit

100%

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

64/64

(100%)

9/9

(100%)

9/9

100%

11/11

100%

11/11

100%

10/10

100%

15/15     100%18/18      100%
6Issue monthly contractor performance monitoring reports for solid waste management and public cleansing

61/61

(100%)

97/97

(100%)

101/101

100%

98/98

100%

97/97

100%

99/99

100%

97/97

100%

163/163

100%

NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECAVARAGE ACHIEVEMENT
1All applications that are complete and comply with the licensing requirements are processed and decided within 14 working days (results including approved, deferred and rejected).29/29

100%

22/22

100%

28/28

100%

26/26

100%

23/23

100%

29/29

100%

20/20

100%

30/30

100%

100%
2Application for a risk-free license that has been completed and complied with the licensing requirements will be given an immediate decision.138/138

100%

98/98

100%

136/136

100%

110/110

100%

58/58

100%

114/114

100%

116/116

100%

145/145

100%

100%
NOCLIENT CHARTERJANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDECTOTAL
Number of Licenses 14 Days: 145
Number of Instant Licenses: 495

Total: 640
NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2022
JAN
FEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
1Manage the process of issuing payment bills for claims of confiscated goods and towing vehicles within 15 minutes after the fee is agreed.702/702

100%

686/686

100%

1254/1254 100%867/867

100%

904/904

100%

1005/1005

100%

657/657

100%

711/711

100%

2Process of installing towing equipment on a towed vehicle until the vehicle is removed within 15 minutes after the offense is identified.134/134

100%

159/159

100%

227/227 100%175/175

100%

126/126

100%

239/239

100%

80/80

100%

168/168

100%

 398% of Offense Notices issued meet legal requirements1075/1081 99.44% 1101/1108

99.36%

1453/1460

99.5%

705/706

99.9%

586/587

99.8%

967/ 969

99.8%

634/639

99.2%

990/993

99.7%

 485% Warning Notices issued must be followed up within 14 days after the expiration of the notice given.176/176

100%

107/107

100%

137/137 100%370/370

100%

89/89 100%123/123

100%

67/67 100%96/96 100%
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 minutes100%

(134/134)

≤ 10M

= 134

˃ 10M

= 0

100%

(142/ 142)

≤ 10M

= 142

˃ 10M

= 0

100%

(291/291)

10M

= 291

> 10M

= 0

100%

(78/78)

10M

= 78

> 10M

= 0

100%

(126/126)

10M

= 126

> 10M

= 0

100%

(143/143)

10M

= 143

> 10M

= 0

100%

(138/138)

10M

= 138

> 10M

= 0

100%

(117/117)

10M

= 117

> 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 days100%

(22/22)

R = 12

≤ 14H=12

˃ 14H = 0

B = 15

≤ 14H=15

˃ 14H = 0

100%

(25/25)

R = 14

≤ 14H =14

˃ 14H=0

B = 11

≤14H=11

˃ 14H = 0

100%

(46/46)

R = 25

14H =25

> 14H = 0

B = 21

14H=21

> 14H = 0

100%

(38/38)

R = 25

14H =25

> 14H=0

B = 13

14H=13

> 14H = 0

100%

(13/13)

R = 11

14H=11

> 14H = 0

B = 2

14H = 2

> 14H = 0

100%

(23/23)

R = 17

14H=17

> 14H = 0

B = 6

14H = 6

> 14H = 0

100%

(43/43)

R = 30

14H=30

> 14H = 0

B = 13

14H=13

> 14H = 0

100%

(20/20)

R = 13

14H=30

> 14H = 0

B = 7

14H=7

> 14H = 0

3.Ensure that each agreement document received is reviewed within 14 working days100%

 (13/13)

 SB = 13

 ≤14H=13

 ˃ 14H = 0

SS = 0

 ≤ 14H=0

 ˃ 14H = 0

100%

(4/4)

 SB = 1

≤14H=1

˃ 14H=0

SS = 3

≤14H=3

 ˃14H=0

100%

(32/32)

SB = 27

14H=27

> 14H =  0

SS = 5

14H = 5

> 14H = 0

100%

(3/3)

SB = 1

14H=1

 >14H=0

SS = 2

14H=2

> 14H=0

100%

(6/6)

SB = 1

14H =1

 > 14H = 0

SS = 5

14H = 5

> 14H = 0

100%

(20/20)

SB = 17

14H 17

 > 14H = 0

SS = 3

14H = 3

> 14H = 0

100%

(8/8)

SB = 4

14H =4

 > 14H =  0

SS = 4

14H = 4

> 14H = 0

100%

(10/10)

SB = 9

14H=9

 > 14H=0

SS = 1

14H=1

> 14H = 0

NOCLIENT CHARTER
ACHIEVEMENT & PERCENTAGE 2022
NUMBER OF ACHIEVEMENT
JANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC
%
1Ensure 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.NILNILNILNILNIL5/5 100%TNNIL100%
2Manage the registration and issuance of JMB certificate within 7 days from the date of the complete document  application  certificate is received1/1 100%1/1 100%1/1 100%NIL1/1 100%NIL2/2 100%NIL100%
3Provide advisory services to developers / JMB / MC related to maintenance and joint property management within 7 working days of receiving application29/29
100%
21/21

100%

15/15 100%43/43

100%

11/11 100%27/27 100%28/28 100%23/23

100%

100%
4Provide briefing and explanation of Act 757 to JMB / MC of new development area if there is a request1/1

100%

NILNIL2/2

100%

1/1 100%7/7 100%4/4 100%3/3

100%

100%
5Coordinate the notice of arrears of maintenance charges by the Developer / JMB within 14 days from the date of the application is received1/1

100%

1/1

100%

1/1 100%NILNILNIL1/1 100%NIL

100%

NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2022
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 Meeting18/18

100%

11/11

100%

4/4

100%

22/22

100%

18/18

100%

17/17 100%18/18 100%21/21

100%

NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPOCTNOVDEC (%)
1Submit Declaration of Receipt of Complaint from customer within 3 days920/ 920

100%

762/762

100%

849/849

100%

752/752

100%

651/651

100%

827/827

100%

947/947

100%

965/965

100%

2100% feedback on the status of complaint will be submitted to the customer within 14 working days from the complaints date received.920/ 920

100%

762/762

100%

849/849

100%

752/752

100%

651/651

100%

827/827

100%

947/947

100%

965/965

100%

100%

3Organize Meet the Customer’s Day / Town Hall Meeting (3 times a year)NILNILNILNILNIL1/1

100%

1/1

100%

NIL100%
4Achieve 90% customer satisfaction level based on customer satisfaction feedback collected93.15%

(40)

96.36%

(30)

97.87%

(32)

94.62%

(79)

93.83%

(182)

92.58%

(164)

95.12%

(106)

94.2%

(119)

100%
NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1Feedback on complaint (computer software & network) within 2 working hours.3/3 100%2/2

100%

1/1

100%

4/4

100%

1/1

100%

3/3

100%

1/1

100%

8/8 100%

100%

2Ensure that all Technical Assistance Service Operations are completed within 3 to 7 days.2/2 100%1/1

100%

NIL3/3

100%

1/1

100%

2/2

100%

NIL6/6 100%

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%
4Ensure that the level of network security and connection of system applications is guaranteed at least 95% uninterrupted monthly.1/1

100%

1/1

100%

1/1

100%

1/1

100%

0/01/1

100%

1/1

100%

2/2 100%100%


LAMPIRAN

NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
185% waiting time at the OSC Counter will not exceed 30 minutes [for walk-in business only, ie for Building Plan Application – Application for additional and amendment as well as minor repair permit]526/526

100%

523/531

98.49%

363/363

100%

306/310

98.71%

196/198

100%

259/261

99.23%

241/249

96.79%

278/283

98.23%

100%

2Ensure 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.NIL347/347

100%

103/103

100%

79/79

100%

49/49

100%

51/51

100%

82/82

100%

101/101

100%

100%


LAMPIRAN

NOCLIENT CHARTERJANFEBMARAPRMAYJUNJULYAUGSEPTOCTNOVDEC (%)
1A notification memo will be issued to the department/ unit within 5 working days before the audit implementation.NILNILNIL1/1 100%1/1 100%1/1 100%1/1 100%NIL

100%

2A notification memo will be issued to the department/ unit within 5 working days before the audit implementation.NILNIL3/3

100%

NILNILNILNIL2/2 100%

100%

3To set up  Closing Meeting of Internal Quality Audit MS ISO 9001:2015 at least once (1) a time within 12 months.NILNIL1/1

100%

NILNILNILNILNIL100%
NOCLIENT CHARTERACHIEVEMENT & PERCENTAGE 2022
JANFEBMACAPRMAYJUNJULAUGSEPOCTNOVDEC
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)

Reports are in April, August and December 2022100%NILNILNIL100%