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Corporate & Public Relations Department

Background

Corporate & Public Relations Department play a role in making the Iskandar Puteri City Council (MBIP) a Local Authority (PBT) that practices a quality management system at the best and competitive level. In addition, JKPA also plays a role in ensuring that information is delivered through various channels and that MBIP's service quality is at a satisfactory level and complies with MBIP's Quality Policy to reduce the communication gap between the local community and the Council.

Corporate & Public Relations Department consists of two divisions which are Corporate Division and Public Relations Division. Both divisions divided into Units as follows

Corporate Division
- Quality Unit
- Publication Unit

Public Relations Division
- Promotion, Publicity and Tourism Unit
- Call Center and Customer Service Unit
- Administration Unit

Tel: 07 – 555 5000 (PUSAT KHIDMAT PELANGGAN)

Fax: -

Email: korporat@mbip.gov.my

Aras 1, Bangunan MBIP, Jalan Medini Sentral 9, Bandar Medini Iskandar, 79250 Iskandar Puteri, Johor Darul Takzim

Objective & Function

Customer Charter

KPI

Organisational Chart

BIL	ABBREVIATION	CUSTOMER CHARTER	PERIOD
1	JKPA 1	Provide counter service and good service within 25 minutes during normal hours and no later than 60 minutes during peak hours	25 minutes during normal hours 60 minutes during peak hours
2	JKPA 2	Channeling public complaints to the relevant Department/Division/Unit from the date the complaint is received within 24 working hours	24 working hours
3	JKPA 3	Send a complaint response within 24 working hours from the date the department gives feedback	24 working hours
4	JKPA 4	Issuing confirmation of receipt of customer complaints within 24 working hours from the date the complaint is received	24 working hours
5	JKPA 5	Issuing a visit response letter to an external agency within at least two (2) working days from the date of the relevant department's confirmation letter	2 working days
6	JKPA 6	Exhibit MBIP activities/programs and external agencies on media sites within 24 working hours at the latest from the date the material is received	24 working hours

BIL	ABBREVIATION	KEY PERFORMANCE INDICATOR (KPI)	PERIOD
1	JKPA 1	Coordinating emergency complaints/requiring immediate action within 24 working hours from the date the complaint is received	24 working hours
2	JKPA 2	Coordinate non-technical complaints within three (3) working days from the date the complaint is received	3 working days
3	JKPA 3	Coordinate actions on ordinary level complaints within a period of 14 working days from the date the complaint is received	14 working days
4	JKPA 4	Prepare a call report one (1) time a month before the 15th of the month	Every month
5	JKPA 5	Distribute customer recommendations to relevant departments/divisions/units within a period of seven (7) working days	7 working days
6	JKPA 6	Publish and issue bulletins at least three (3) times a year	3 times a year
7	JKPA 7	Issuing the MBIP annual report once (1) time a year	1 working day
8	JKPA 8	Produce graphic designs of MBIP promotional materials/information within seven (7) working days from the date the application is received (In-house/Outsource)	7 working days
9	JKPA 9	Prepare a program report within seven (7) working days from the end date of the program	7 working days
10	JKPA 10	Coordinate Iskandar Puteri City Council Quality Management Committee Meetings at least three (3) times a year	3 times a year
11	JKPA 11	Coordinate Management Review Meetings (MKSP) one (1) time a year	1 time a year
12	JKPA 12	Organize and implement the MBIP Annual Calendar program that has been planned within one (1) year	One year

Departments / Divisions / Units

Objective

Function

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