To his chagrin, the Fire Department advised him to FIRST get the approval from DBKU for their basis to do the job. I agree with the later as they cannot act based on the request by the 'illegitimate' businessman who is having no license to start the business.
Later he went for medical check-up. According to the medical officer, medical check up should applied to the workers or employees not the license-holder. Sound logical! Problem solved after he met one of the council 'big man'.
According to my cousin, dealing with other council is much simpler and less hassle. When he opened another branch at Matang, everything was smooth and fluid as the later work with a little bit of sense.
Not Meeting Requirements
“If they don’t meet all the requirements, of course the processing of their applications could not proceed. When that happens, they have to resubmit, which is why some applications may take years to get an approval,” - Kuching North City Datuk Bandar (28/8/2010)
DBKU must embrace and follow strictly to their KPI especially with regards to 'Turn around time'. You should not allow the files to sleep unprocessed for years without calling the applicants to complete the documents. According to your Client's Charter # 2 (CC), "you must attend within 24 hours and give feedback within three (3) working days!"
'Feedback' here is not only about conveying decision but to offer information or suggest an ideas, opinion etc in reaction to an inquiry, experiment, application etc.
It is also your responsibility to complete the processed including calling for additional documents without delay (giving feedback on the status of application). Your CC 3 shouted "We execute public service works promptly and efficiently in accordance to the working schedule" What work schedule and how long is the turn-around time? How prompt is your prompt.
Wrong Channel
Sending an application or request through the wrong channel was another reason for delays, Atei said, adding that the people should strive to know their local authorities well to better understand their operations - Kuching North City Datuk Bandar (28/8/2010)
How big is DBKU compared to CMS or Maybank? If the applicant submitted a bundle of docements to Department A instead of B, how long does it takes Department A to sent to B? One week? One month?
Another issue is why public do not know your submission procedures, is the public less smart or you have not done "disseminating accurate information on guidelines, rules and administration procedures towards the people". If your system of disseminating information or feedback is not effective, then no use blaming the public!
He revealed that some elected representatives were even not clear as to the respective areas of jurisdiction of the city councils. Sorry to say that many people don’t know which one goes to DBKU and which one doesn’t … - Kuching North City Datuk Bandar (28/8/2010)
Your http://www.dbku.gov.my/Eng/eng.html#, is less friendly. Besides, the text are small, the top-right Navigational Bar are refusing every visit. If one click the 'SarawakNet' it went to nowhere but 'error'. Trying to click the 'submenu' but instead you are like playing chasing game! If such thing like information portal is not user-friendly, how do you expect the information come dowm well into the public.
Let us revisit CC #1 - Practising 3S ('Senyum. Salam, Sabar') in all services. I fully salute your staff at Satok Counter. I dare to say they are providing services are beyond expectation. They welcomed you with initial greetings, they smiles, they look at your face and they end up with end greetings. My experience was more than that, they even asked me if I have any other enquiry! Calling your Head office and the staff was firm but never talk with smiling voice.
Not all the department are less performing. We love those traffic controller. The enforcement officers are marvelous. The parking girls were also smiling and thanking the public for making payment but unfortunately they are not really part of the DBKU.
Borneo Post Report 28/8/2010
Kuching North City Datuk Bandar, Mohamad Atei Abang Medaan, yesterday dismissed allegations that the Kuching North City Commission (DBKU) had been delaying the Occupation Permit (OP) application process. Mayor says delay in OP issuance because applicants fail to meet all requirements
“This is not true. If they (applicants) follow all the rules and fulfil all the requirements, then there is no question of ‘lambat’ (late). However, if they submit late, of course they will get their approval late,” he said.
He pointed out that the major cause of delays is the failure of applicants to meet the requirements of related authorities such as the Fire and Rescue Department as well as Land and Survey Department. He added that the application process strictly followed DBKU’s client charter.
Sending an application or request through the wrong channel was another reason for delays, Atei said, adding that the people should strive to know their local authorities well to better understand their operations.
He said when people had little knowledge of the city councils for instance, they were bound to fail to understand why certain things could not be done.
For instance, he said, an elected representative had blamed DBKU for neglecting the maintenance of facilities in a building which is actually under Kuching South City Council’s (MBKS) jurisdiction.
by Lee Ya Yun
August 28, 2010, Saturday
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