DRAFT SERVICE DELIVERY CHARTER AND SERVICE STANDARDS …€¦ · Our Service Standards Electricity...

DRAFT SERVICE DELIVERY CHARTER AND SERVICE STANDARDS FOR

TSANTSABANE LOCAL MUNICIPALITY

Who are we?

Tsantsabane Local Municipality

Where can we be found

Physical Address: Postal Address13 Springbok street Po Box Postmasburg Postmasburg8420 8420

Contact details:

Tel no. 053 313 7300

Fax no. 053 313 1602

Emergency no. 083 634 1385

Email: [email protected]

Web Address:http//:www.tsantsabane.gov.za

SummaryIn responding to the challenges presented by the legacy of the past and having to rise to the legitimate demands ofcitizens to be treated as customers as opposed to mere users of public services, government has passed a body ofenabling legislation, known as the Regulatory Framework (Public Service Management Framework).

Public Service exists to serve the needs of the people. All citizens have the right to expect high quality public serviceswhich meet their needs. It serves to transform attitudes and culture of the public service from a “can’t do” rules boundmindset to a “can and will do” from “knowing” to “doing”

A Service Delivery Charter is a statement of commitment that a department/municipality or component makes towardsservice delivery and it is derived from the following pieces of legislations amongst others:

The South African Constitution, Act No, 108 of 1996The Promotion of Administrative Justice Act, No, 3 of 2000The Promotion of Access to Information Act, No. 2 0f 2000The Public Service Act, No. 103 of 1994The Public Service Regulations of 2001The Municipal Systems ActThe Batho Pele Handbook

Service Charter stipulates the level and quality of services to be provided, including the introduction of new services topreviously marginalized service beneficiaries who were denied access to information and services.The main purpose of this Service Charter is to improve awareness of the availability and quality of the services offeredby the Municipality. The Charter also provides guidance to service beneficiaries to claim their existing rights.

Our Vision

“Tsantsabane must continually strive to provide quality services for its communities through economic emancipation and empowerment and the

promotion of a transparent administration”

Our Mission

“Through effective and efficient management of resources the municipality will strengthen partnerships to improve provision of services”

Our Values

• Excellency • Transparency • Responsiveness• Integrity

Office Hours

• Our offices are opened to the public Monday – Friday at 7:30 – 16:30

• Technical and community services staff are on stand-by in case ofemergencies and disasters

Our Organizational Structure

To render best services to our service beneficiaries (customers) we haveorganized ourselves into five administrative departments as follows:• Office of the Municipal Manager• Department of Finance (Treasury)• Department of Corporate Services and Administration• Department of Community Development Services• Department of Technical Services

Politically, the office of the Municipal Manager accounts to the ExecutiveCommittee through the Mayor, while each of the five departmentsmentioned above account to respective portfolio committees

We provide the following services:

Finance•Revenue Collection•Budget and Expenditure Management•Procurement

Community Development Services•Environmental Service•Culture Sports and Recreation Services•Traffic and Licensing Services•Library and Information Services

•Disaster Management Services• Public Safety

Technical Services•Provision of water Services• electrical services•Provision of Sanitation Services•Roads and Storm Water Drainage Services•Project Management Services

Corporate and Administration Services

•Secretariat Services•Human Resource Management and Development Services• Administration•Information Technology Support Services (ICT)•Legal Services and Labour Relations

Our Service Beneficiaries (Social contract)

We commit ourselves to be of service to all members of communities within Tsantsabane Local Municipality area of jurisdiction.

Our Service Standards

Description

Standard Service Level

Solid Waste Removal

Premise based removal (Residential Frequency) Weekly

Premise based removal (Business Frequency) Weekly

Bulk Removal (Frequency) Weekly

Removal Bags provided(Yes/No) No

Garden refuse removal Included (Yes/No) Yes

Street Cleaning Frequency in CBD Daily

Street Cleaning Frequency in areas excluding CBD Weekly

How soon are public areas cleaned after events (24hours/48hours/longer) 24hrs

Clearing of illegal dumping (24hours/48hours/longer) Longer

Recycling or environmentally friendly practices(Yes/No) Yes

Licenced landfill site(Yes/No) No

Tsantsabane NC 085 -final Schedule of Service Delivery Standards Table


Water Service

Water Quality rating (Blue/Green/Brow n/N0 drop) blue drop 70% green 83%

Is free w ater available to all? (All/only to the indigent consumers) Only indigent consumers

Frequency of meter reading? (per month, per year) Monthly

Are estimated consumption calculated on actual consumption over (tw o month's/three month's/longer period) no estimatesOn average for how long does the municipality use estimates before reverting back to actual readings?

(months) no estimatesDuration (hours) before availability of water is restored in cases of service interruption (complete

the sub questions)

One service connection affected (number of hours) Within 12 hours

Up to 5 service connection affected (number of hours) Within 12 hours

Up to 20 service connection affected (number of hours) Within 12 hours

Feeder pipe larger than 800mm (number of hours)

What is the average minimum w ater f low in your municipality?Do you practice any environmental or scarce resource protection activities as part of your operations?

(Yes/No) y es

How long does it take to replace faulty w ater meters? (days) Within 5 day s

Do you have a cathodic protection system in place that is operational at this stage? (Yes/No) no


Electricity Service

What is your electricity availability percentage on average per month?

Do your municipality have a ripple control in place that is operational? (Yes/No) No

How much do you estimate is the cost saving in utilizing the ripple control system?

What is the frequency of meters being read? (per month, per year) Monthly

Are estimated consumption calculated at consumption over (tw o month's/three month's/longer period) no estimatesOn average for how long does the municipality use estimates before reverting back to actual readings?

(months) no estimatesDuration before availability of electricity is restored in cases of breakages (immediately/one day/tw o

days/longer) Within 24 hours

Are accounts normally calculated on actual readings? (Yes/no) YesDo you practice any environmental or scarce resource protection activities as part of your operations?

(Yes/No) No

How long does it take to replace faulty meters? (days) w ithin 12 hours

Do you have a plan to prevent illegal connections and prevention of electricity theft? (Yes/No) No

How effective is the action plan in curbing line losses? (Good/Bad)

How soon does the municipality provide a quotation to a customer upon a w ritten request? (days) 5How long does the municipality takes to provide electricity service w here existing infrastructure can be used?

(w orking days) 180 Day sHow long does the municipality takes to provide electricity service for low voltage users w here netw ork

extension is not required? (w orking days) 5How long does the municipality takes to provide electricity service for high voltage users w here netw ork

extension is not required? (w orking days) 5


Sewerage Service

Are your purif ication system effective enough to put w ater back in to the system after purif ication? No It requires further upgrades

To w hat extend do you subsidize your indigent consumers? 100%

How long does it take to restore sewerage breakages on average

Severe overflow ? (hours) Whithin 12 hours

Sew er blocked pipes: Large pipes? (Hours) Whithin 12 hours

Sew er blocked pipes: Small pipes? (Hours) Whithin 12 hours

Spillage clean-up? (hours) Whithin 12 hours

Replacement of manhole covers? (Hours) Whithin 12 hours

Road Infrastructure Services

Time taken to repair a single pothole on a major road? (Hours) 1

Time taken to repair a single pothole on a minor road? (Hours) 1

Time taken to repair a road follow ing an open trench service crossing? (Hours) 2

Time taken to repair w alkw ays? (Hours) 5


Property valuationsHow long does it take on average from completion to the first account being issued? (one month/three months or

longer) If not replaced, ongoing

Do you have any special rating properties? (Yes/No) No

Financial Management

Is there any change in the situation of unauthorised and w asteful expenditure over time? (Decrease/Increase) increase

Are the financial statement outsources? (Yes/No) y esAre there Council adopted business process tsructuing the flow and managemet of documentation feeding to

Trial Balalnce? y es

How long does it take for an Tax/Invoice to be paid from the date it has been received? Depends on cash flowIs there advance planning from SCM unit linking all departmental plans quaterly and annualy including for the next

tw o to three years procurement plans? No


Administration

Reaction time on enquiries and requests? 15 to 20 minutes

Time to respond to a verbal customer enquiry or request? (w orking days) 5 w orking day s

Time to respond to a w ritten customer enquiry or request? (w orking days) 14 Day s

Time to resolve a customer enquiry or request? (w orking days) Depend on complaint

What percentage of calls are not answ ered? (5%,10% or more) 5

How long does it take to respond to voice mails? (hours) Minutes

Does the municipality have control over locked enquiries? (Yes/No) No

Is there a reduction in the number of complaints or not? (Yes/No) No

How long does in take to open an account to a new customer? (1 day/ 2 days/ a w eek or longer)

it depends if a client has

all documents required

How many times does SCM Unit, CFO's Unit and Technical unit sit to review and resolve SCM process delays

other than normal monthly management meetings? none


Community safety and licensing services

How long does it take to register a vehicle? (minutes) 5 Minutes

How long does it take to renew a vehicle license? (minutes) 5 minutes

How long does it take to issue a duplicate registration certif icate vehicle? (minutes)

5 Minutes if it it lost then it

takes 3-5 day s

How long does it take to de-register a vehicle? (minutes) 5 Minutes

How long does it take to renew a drivers license? (minutes)

15 - 20 minutes if there is

no que

What is the average reaction time of the f ire service to an incident? (minutes)

30 minutes cos w e need

to call outside company

What is the average reaction time of the ambulance service to an incident in the urban area? (minutes)

30 minutes cos w e need

to call outside company

What is the average reaction time of the ambulance service to an incident in the rural area? (minutes) 20 minutes


Economic development

How many economic development projects does the municipality drive? noneHow many economic development programme are deemed to be catalytic in creating an enabling environment to

unlock key economic grow th projects? none

What percentage of the projects have created sustainable job security? noneDoes the municipality have any incentive plans in place to create an conducive environment for economic

development? (Yes/No) none

Other Service delivery and communication

Is a information package handed to the new customer? (Yes/No) No

Does the municipality have training or information sessions to inform the community? (Yes/No) No

Are customers treated in a professional and humanly manner? (Yes/No) No

Our Commitment

We are committed to respect the rights of our service beneficiaries throughimplementation of Batho Pele Principles as follows:

Principle Service

Consultation

- At least twice a year we shall consult with all our stakeholders and

communities through public participation meetings (Izimbizos)

- We shall at all times have questionnaires and suggestion boxes at

our main office and unit offices to enable our service beneficiaries

to continuously evaluate our services

- Our consultation methods shall consider the geographical location

of our citizens, language and living standards

- Results of our consultation shall be made public through our own

publications and independent local publications and shall be

extensively published within council and administration for staff

members and councilors to be aware of how our services are

perceived

Courtesy

- Our front offices will wear our name tags at all times

- We will be neatly dressed and well presented at all times

- Citizens shall be treated with courtesy and consideration at all

times

Our Commitment


Principle Service

Access

- All people shall have equal access to the services to which they are

entitled

- All our offices shall have clear signage, clean and comfortable

- All our buildings shall be accessible to all including to people with

physical challenges

Value for money - We will provide public services cost effectively and efficiently

Openness and

Transparency

- We will be transparent at all times on how the municipality

functions

- Our IDP and Budget processes shall be open to the public

Our Commitment


Principle Service

Information - We shall at all times give full and accurate information to our

citizens through news letters, Izimbizos, media, website and annual

reports

- We shall at all times, where possible, use the language the intended

audience understand

Redress - Where we have committed mistakes, we will take responsibility,

apologize and take corrective measures

Setting Standards - We will ensure that we maintain the high level and quality of

services as enshrined in our service standards

Statement of Service Commitment:

We are committed to provide high quality of services that are responsive to ourservice beneficiaries and uphold the principles of Batho Pele; this is what thepublic should expect from us:

• Treat service beneficiaries with courtesy and consideration at all times

• Telephone calls will be answered within 5 rings

• Identify ourselves when answering calls

• Acknowledge receipt of correspondence within 5 working days

• Respond to correspondence within 10 working days

• When you come to see us, we will attend you within 5 minutes if you had anappointment, and within 15 minutes if you do not have an appointment

• If a responsible person is not available to assist you, you will be given details ofwhen will he/she be available and where possible another official will beassigned to assist you

• We aim to deal with your complaints promptly, politely and fairly

• In the event of us not meeting the set criteria, an explanation will be given toyou

Service Beneficiaries’ Rights

Our service beneficiaries have the right to quality, sustainable,effective and efficient services from the municipality, especially in thefollowing:

•We will treat you with respect

•Provide prompt and effective services

•Be fair and reasonable

•Be courteous at all times

•Provide clear and accurate information

• Redress and apologize for lapse in service delivery

Your Obligation As Service Beneficiaries

• Service delivery is a two-way street. We expect you to be courteous,civil, respect the dignity and integrity of the officials you interactwith. We expect that you utilize services provided by themunicipality properly and also pay for them.

• Provide the municipality with information it needs

• Attend community meetings and IDP meetings

• Complaints be directed to the municipality

• Comply with the laws

• Report fraudulent activities

Code of Conduct

Staff members of the municipality must at all times:

•Loyally execute the lawful policies of the municipality

•Perform the functions of the office in good faith, diligence, honesty and in a transparentmanner

•Act in the best interest of the municipality in such a way that the credibility and integrity of

the municipality are not compromised

•Act impartially and treat all people, including staff members equally without favour orprejudice

•Serve the public in an unbiased and impartial manner in order to create public confidence forthe Municipality

•Be polite, helpful in dealing with the service beneficiaries

•Treat with respect service beneficiaries who are entitled to receive high standards of servicesat all times

•Does not unfairly discriminate against any member of the public on account of race, gender

and creed.

•Does not abuse his/her position to promote or prejudice the interests of any political party orinterest group

•Respect and protect every person’s dignity and his/her rights as contained in the constitution

Our Accountability

We undertake to:

•Monitor our performance against the standards set out in this charter

•Public performance information on our website, newsletters and annual report

•Be open to feedback on performance and suggestions

•Provide explanation when our services do not meet acceptable standards of quality,timelines or accuracy

•Formally review the standards set out in this charter every year

Service Delivery Impact Assessment

We shall endeavour to assess the impact of our services annually and ascertain whether weare achieving our specified objectives, in this regard we will:

•Evaluate the performance of staff at all levels on quarterly basis

•Implement a performance management system for each service delivery unit, to enhance

productivity and effectiveness

•Implement Integrated Quality Management System in all departments

•Appraise the quality of services we render from time to time

Leadership and Strategic Direction

Managers will lead by example and will endeavour to ensure that the vision, mission andvalues of the municipality are articulated and embraced by all, in this regard:

•All senior managers will incorporate Batho Pele principles in their performance contract

•Middle managers and other level of employees will have a work plan, which will be assessed

quarterly

•Managers will participate actively in strategic direction of the municipality

•Managers will be encouraged to form networks and partnerships to maximize resource

utilization

•Establish and monitor service delivery transformation committees at all levels of themunicipality

•Develop Service Delivery Improvement Plans for each unit under their charge

•Exemplary behavior is expected from all, especially Senior Managers and Middle Managers

Encouraging Innovation and Reward Excellence

Staff commitment, energy and skills will be harnessed to improve service delivery and thequality of services rendered, in this regard we will:

•Recognize and reward staff who show loyalty, commitment, dedication and problem solving

•Encourage innovation and new ideas to improve systems, processes and procedures

•Simplify processes and procedures

•Simplify forms and documents


We undertake to provide services of high quality; in this regard we aim to:

•Ensure that all municipal employees wear their name tags

•Ensure that all municipal officials be formally dressed and be presentable

•Ensure that complaints raised by the public shall be treated as confidential

•Attend to all queries within 10 working days

•Answer the telephone calls within 5 rings

•Process applications within 30 days

•Deal with written requests within 21 days

•Pay our creditors within 30 days

• The municipality shall provide services to the best interests of its servicebeneficiaries

•The municipal employees shall be beyond reproach and never be seen exercisingan unfair discrimination against service beneficiaries

• Political affiliation shall not determine the manner in which service beneficiariesare serviced

• Whenever any external person walks into any office of the municipality, thereshould be a sense of warm welcome and high level of professionalism

• An instrument to assess the standard of service being provided by themunicipality will be implemented and reviewed on annual basis

• The municipality shall always strive for a proactive approach in particular taskand not merely reactive on task at hand

• Performance information shall be provided on our website, newsletter andannual report


• If it happens that the person you wish to talk to is not available another officialwill be assigned to deal with your query or will return your call within 24 hoursand recorded messages shall be responded to within 1 working day

• Contact details of the municipality shall always appear on the website andnewsletters

• The municipality shall always have well displayed suggestion boxes forcompliments, complaints and comments

• Our service Standards shall always be made available in official languagespredominantly used by our service beneficiaries

• Annual impact survey shall be done in the municipality based on the currentservice standards


All Managers in the municipality shall possess the following skills andcharacters:•Good Communication Skills

•Time Management•Financial Management Skills•Creative and Innovation Skills•Diverse Management Skills

•Conflict Management Skills•Exceptional knowledge of the Municipality and its structure•Computer literacy

•Human Resource Management•Accessible and Approachable

All employees of the municipality shall always maintain the followingqualities:• Cultural tolerance – Valuing diversity

•Trustfulness•Accountability•Loyalty

•Honesty•Flexibility•Accessibility

•Fairness•Friendliness•Willingness to learn from and teach others

•Impeccable moral behavior

How Can You Help Us Serve You Better

You can help us by:

•Providing us with accurate and relevant information

•Treating our staff with courtesy and respect

•Complying with what is required of you by the law

•Providing us with feedback on our services

•Providing us information where we have not met your requirements

•Informing us when we do not meet your expectations

•We welcome suggestions and comments

•Providing clear details of relevant facts, persons and dates when you made a complaint

•Complaints should be made to the person you have been dealing with (or that person’ssupervisor) or sent to our mailing address

•Telling us if you have special needs

•Letting us know if you need an interpreter to access services

•Attending scheduled meetings punctually

•Providing us with changes in your circumstances in two days

•Responding to requests for information accurately and thoroughly

•Abiding to all legal requirements and other obligations

Thank You!!!

DRAFT SERVICE DELIVERY CHARTER AND SERVICE STANDARDS …€¦ · Our Service Standards Electricity...

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