Service Delivery Charter

Transcription

CITY OF HARARE
Service Delivery Charter
First Version - 2014
Preamble
This is a Service Delivery Charter of the City of Harare. As Harare, we are the Capital of
Zimbabwe and the commercial and industrial hub of the nation. It is a primate City as it is home
to more than fifty percent (50%) of Zimbabwe's urban population. It is home to eleven of the
twelve tallest buildings, and five of the fourteen Universities in the country. It enjoyed the status
of one of the best planned and serviced cities in Africa. To-date, Harare City has an intact built
environment. Consolidating on its glorious past, the City of Harare prepared a Strategic Plan for
the period 2012-2025 which will see it become a World Class City where residents enjoy world
class services. It is within this framework of the Strategic Plan that this SDC was identified as
'the missing link', and hence it being developed.
This Service Delivery Charter (SDC) is a compact between on the one hand us, the Councillors,
Management and Staff of the City of Harare and on the other hand you, our clients, stakeholders
and citizens of Harare, on the social services that we will provide, the standard of the services,
the manner in which we will provide them, your rights as well as your obligations. Further, the
Service Delivery Charter also provides you information on where, how and who you can
contact for these services, as well as the steps which you can take to make compliments or
complains regarding these services.
While generally our culture does not promote the raising of complaints, the City of Harare
greatly appreciates the importance of feedback, both positive and negative, as means to improve
the delivery of social services and in eliminating vices in the process. Consequently, we have
instituted a robust feedback and complaints handling mechanism.
In developing this Service Delivery Charter, we consulted widely internally within council,
harnessing ideas from Councillors, Heads of Departments, Divisional Managers, Section Heads
and our staff. On the basis of the shared output, we then engaged and negotiated with key
stakeholders, inter alia - Government, business, faith community, non-governmental
organizations, civic organizations, knowledge institutions, statutory regulatory agencies, and
representatives of trade unions, ratepayers and residents.
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With this Service Delivery Charter, we have a basis on which the performance of Council can be
measured. The SDC clearly benchmarks service delivery, and provides clarity on the standards
we wish to attain. This is consistent with our Vision of achieving a World Class City by 2025.
Vision Statement.
'A World Class City by 2025'.
This Vision is based on ten elements, which are:
1. A City that is well planned, well designed and well built with no illegal developments
2. A seamless and efficient road network, free of bottlenecks, able to carry all vehicular
traffic, with functional traffic signals
3. Reliable portable water supply system that is available 24 hours a day 7 days a week and
365 days a year
4. A functional and dependable drainage system that prevents flooding and clears all storm
water
5. Adequate, accessible, clean sanitation infrastructure based on a seamless, functional and
non-polluting sewerage system
6. Functioning and efficient public transport system including cycle, motorized/ vehicular,
rail and air modes
7. A vibrant local economy with increasing formal sector employment complemented by an
organized and properly housed informal and small business sector
8. A safe and secure urban environment
9. A healthy living environment with adequate and well managed emergency services and
health facilities
10. A responsive governance mechanism with quality leadership, an efficient and effective
management system with competent and motivated staff delivering appropriate and
timely social services.
In order to achieve this vision, Council has begun an process of reinventing itself through among
other things:1. restructuring - so as to focus on service delivery through correct systems and processes;
2. intensifying performance based management;
3. improving accountability;
4. human capacity development as means to get the right competencies, customer oriented
staff and management, committed and self driven employees;
5. genuine stakeholder engagement
Mission Statement
The Harare City Council (HCC) exists to administer the council area and to provide social
services as well as to facilitate and coordinate the provision of other social services (by other
actors such as NGOs) to our clients and citizens.
Our Mission Statement is 'To provide a fully serviced, sustainable, safe, vibrant,
beautiful and multicultural environment.'
Mandate
Our mandate as a local authority is enshrined in Section 276 of the Constitution of Zimbabwe
Amendment No 20 (2013), which provides under Functions of local authorities 'our right to
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govern, on our own initiative, the local affairs of the people within the area for which City of
Harare is established, and that Council has all necessary powers for it to do so'. The
Constitution provides for the local authority' existence, establishes Council's broad mandate, it
guarantees it resources through fiscal sharing and provides rights to citizens which Council
should contribute to, honour and respect.
City of Harare understands this mandate within the broader governance framework set out in
Section 5 of the same Constitution, which provides for three tiers of government, namely
national, provincial and metropolitan councils and local authorities.
Our mandate includes powers to make bylaws and regulations for the effective administration of
the area and power to levy rates and taxes, and generally to raise sufficient revenue for Harare
City Council so that it meets its objectives and responsibilities.
Our mandate is further elaborated in various national legislation, principal among them are the
following:
1. Prevention of Corruption Act (Chapter 9;16) - Defines corrupt activities and
established framework for anti-corruption which Council should abide by;
2. Water Act (Chapter 20;24) - establishes framework for use and utilization of water
resources and recognizes local authorities as key stakeholders in water management;
3. Environmental Management Act (Chapter 20;27) - bestows powers for preparation and
implementation of local environmental action plans (LEAPS) on local authorities;
4. Roads Act (Chapter 13;18) - recognizes Councils as roads authorities with responsibility
to plan, design and lay roads as well as responsibility for their proper maintenance;
5. Urban Councils Act (Chapter 29:15) - provides for the structures of Councils and for the
administration of local authorities, provides for sources revenue, grants powers to
councils; lists issues over which Council may make bylaws and infrastructure and services
it may provide;
6. Public Finance Management Act (Chapter 22:19) - regulates how public institutions
manage public finances and outlines processes and procedures that promote sound
financial management;
7. Regional, Town and Country Planning Act (Chapter 29:12) bestows powers to make
master Plans, Local Plans and Subject plans and lays out procedures for their preparation
and for the regulation and control of development in the built environment;
8. Public Health Act (Chapter 15;09) - bestows public health agency on Councils and
elaborates the roles of Councils as public health authorities;
9. Procurement Act (Chapter 22;14) - provides for institutional framework and procedure
on how public entities can procure goods and services in manner that promotes value for
money and reduces incidences of corruption;
10. Labour Act (Chapter 28;01) - provides for the administration of labour in Councils.
The full list of legislation that guides Council is attached as Annex to this Service Delivery
Charter.
In striving to achieve our Vision, in fulfilling our Mission, and in executing our mandate, we have
realized the need and importance of:• an efficient, effective, responsive transparent and accountable Council;
• a results driven Council;
• a residents-trusted Council.
As such, as we pursue our Vision and perform on our mandate, we shall be guided by this, and
the set of core values listed hereunder.
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Core Values of the City of Harare
In its conduct, the City of Harare is guided by a set of values. These values are summed up in the
acronym CIATCRE. This is explained below:
1. Commitment
In pursuance of our Vision and Mission, the City of Harare Councillors, Management and Staff
are committed to providing world-class social services to our clients and citizens in Harare City
and its environs in an efficient, effective and timely manner and to promoting a conducive
environment for investment through stakeholder participation and a high performance team.
2. Integrity
Council has zero tolerance to corruption.
3. Accountability
Council shall be accountable to its clients and citizens (downward accountability) to national
government (upward accountability) and to its sister and peer local authorities in the local
government sector (horizontal accountability) in its conduct and performance through
appropriate mechanisms and tools.
4. Transparency
Citizens will have access to information on how Council and its various departments function, as
well as the cost of the services provided. To this end, Council commit to the new arrangements
for openness and transparency and to make easily available the information as follows:
• Submission and publishing of annual reports to the relevant stakeholders by the end
of each financial year (available at Call Centre and our Website).
• Quarterly reports (April, July, October and January) to be shared with relevant
stakeholders (available at Call Centre and our Website).
• 100% compliance with the Promotion of Access to Information Act, and making
available contact details of relevant officials.
Further, clients and stakeholders will be accorded access to relevant and accurate and timely
information on governance and social services. To this end, Council commits to the new
arrangements to improve the flow of information as follows:
• Addressing the citizens in a language that the individual citizen will understand during
frontline interaction;
• Equipping councilors with sufficient and relevant information for wider dissemination
in their respective wards;
• Conducting scheduled quarterly ward meetings.
4. Courtesy
Citizens, clients and stakeholders will be treated with courtesy and consideration. To this end,
all departments commit to the new arrangements to show courtesy to the clients as follows:
• Providing client/ customer service training to staff and councillors
• Affirming our commitment to service excellence principles and associated action
plans to all front line staff;
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•
•
•
•
Dissemination of information, creation of awareness and conducting of workshops on
SDC
Provision of training on public protocol to all key staff members;
Acknowledgement of correspondence within three working days;
Improvement of public relations, code of conduct, dress code and telephone
etiquette.
5. Responsiveness
The City of Harare strives to be responsive to what citizens want. These wants have been
summed in the four (4) Ss.
a) Speed - in other words timeliness in delivery of services;
b) Simplicity - in the procedures we use, meaning less red tape;
c) Seamlessness - in delivering services, our clients require clustering of service offices,
one stop shop concept, and not being referred from one office to another;
d) Satisfaction - clients and citizens yearn for satisfaction by what Council does, the
decisions it makes, hence confidence in the Council.
6. Ethical
Council will be guided by professionalism and shall be ethical in the conduct of all its
business and processes.
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Departments in the Council and their Sections
City of Harare is organized in seven (7) Departments which are as follows. There are several
sections in each of these departments as shown in the table below:
2. Health
3. Water
4.Human
Capital and
Public Safety
5.Works/
Engineeri
ng
To provide
all
customers
with
affordable
and quality
water and
wastewater
services all
the time.
Production
To ensure
excellence in
the provision
of sustainable
human capital
and public
safety services
To provide
a fully
serviced
Employee
Relations
Roads and
Quarry
Housin
g
Manageme
nt
Accounting
Electrical
Services
and
Worksho
p
Central
Mechanica
l Services
Distric
ts
Admin
istratio
n
Educat
ion
and
Social
Servic
es
Parks
and
Cemet
eries
Comm
ittee
Servic
es
Revenue
Collection
Departmental Mission
Statement
Departments
1. Town
Clerks
1
Information
Communica
tion
Technology
Audit
Environ
mental
Health
Clinics
and
Hospitals
Distributio
n and
Customer
Services
Human
Capital
Administratio
n
3
Corporate
Communica
tions
Dental
Services
Waste
Water
Human
Capital
Development
4
Business
Developme
nt Unit
Pharmac
y Section
Quality
Assurance
Manpower
Planning
5
Monitoring
and
Evaluation
Finance
and
Administ
ration
Section
Planning
and
Projects
City
Enforcement
(Traffic and
Municipal
Police)
Emergency
Services (Fire
and
Ambulance)
Finance and
Administratio
n
Sections Falling under Departments
2
6
Electro
Mechanical
Services
7
Finance
and
Administra
tion
8
6
Automoti
ve
Worksho
p
Heavy
Plan
Worksho
p
Amenities
Section
Environm
ental
Managem
ent
Town
Planning
6.
Corpo
rate
Servic
es,
Housin
g and
Comm
unity
Servic
es
Legal
Servic
es
7. Finance
Financial
Control
and
Reporting
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Valuation
and
Estates
Traffic
and
Transport
Planning
Built
Environm
ent
Public
Convenie
nces
Administr
ation
10
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12
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Clients of the City of Harare
Our clients are many and varied because of the wide range of services and products which the
City of Harare offers. Sister local authorities that we supply water, for example, are our clients.
Principally the following are our clients:
1. Sister satellite Local Authorities in Harare Metropolitan Province
2. Service users in Harare Metropolitan Province
3. Ratepayers in the Harare City Council area
4. Business community operating in Harare City Council area who require licences and
other services
5. Land developers who need land and development permits
6. Housing Cooperatives that require land allocation and permits
7. Informal Sector and vendors who require operating space, ancillary services and licensing
8. Financial institutions who are our bankers, and lenders
9. International financial institutions that provide loans and grants
10. Suppliers of goods and services to the City of Harare
11. Churches and faith based organizations that require land for development and services
12. Government Ministries and agencies that partner City of Harare in delivering services,
regulate services, while other departments supervise Council on various aspects, for
example compliance with environmental regulations
13. Embassies and the diplomatic community
14. Public transport operators and their associations that require route permits, parking
space etc
Stakeholders
Our stakeholders are include, among others, the following:
1. National Government and its various Ministries
2. Ministry of Local Government Public Works and National Housing
3. Business community and their associations
4. Cooperatives - in housing and non-housing sectors
5. Municipal Workers and Trade Unions
6. Residents and Residents Associations
7. Community Based Organisations
8. Non Governmental Organisations
9. Urban Councils Association of Zimbabwe
10. Political Parties
11. Institutions of learning (pre-school, primary, secondary, high and tertiary education)
12. Sports, recreation and leisure fraternity
13. Urban farmers
14. Environmental and other pressure groups
15. Professional Associations
City of Harare Service Commitments
The City of Harare is committed to providing 'world class social services' to our clients and
citizens and to meeting the expectations of our stakeholders. The preparation of the Strategic
Plan 2012-2025 and this Service Delivery Charter is an affirmation and demonstration of this
commitment.
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Our state of service delivery is typified by lack of water in some suburbs, water rationing in
other suburbs, water pipe bursts, sewage overflows and discharge without adequate treatment,
uncollected waste, deteriorating road and public lighting infrastructure, diminished ability to
manage the informal sector and vendors, inability to pay creditors and staff timely, poor client
and customer relations and poor corporate governance. This myriad of challenges weighs down
our hope for achievement of the Vision of a World Class City. We are however determined,
and with the support of stakeholders, we will restore Harare to its former glory, and we will
together make it one of the preferred, sustainable and livable cities in the world.
Guiding Principles to Service Delivery:
1. Participation
Citizens will be motivated to participate in all council processes and programmes to the extent
possible, and to provide feedback about the level and quality of the social services they receive.
To this end the Board commits to the following participation arrangements:
 Establishment of effective consultation forums relevant to the service delivered and
the targeted client base;
 Development and implementation of assessment tools that will be used in conducting
citizen and client satisfaction surveys;
 Provision of quarterly, half-yearly and annual reports for public scrutiny, and reports
on feedback to and from wards through councillors.
2. Service Standards
Citizens will participate in service level benchmarking and in determining the level and quality of
council services they will receive. Further, they will be expected to monitor and provide
feedback on the delivery of these services. In developing the Service Delivery Charter, clients,
citizens and stakeholders will jointly set the standards.
3. Access
All citizens will have equal access to the services to which they are entitled and pay for. To this
end, all departments commit to the new arrangements to improve services, as follows.
• Establishment of a ‘One-Stop’ service centre by 2017
• Development of a website that allows on-line access to services and appraising
citizens of the existence and details thereof by December 2014;
• General improvement and customer citizens at interface points.
4. Redress: Dealing with Complaints
If the promised standard of service is not delivered, citizens will be offered an apology, a full
explanation and a speedy and effective remedy. When complaints are made, citizens will receive
a positive response.
To this end, Council commits to the new arrangements for dealing with complaints as follows:
• Development and implementation of a complaints policy and procedure framework
by June 2015;
• Training and empowerment of staff in handling complaints;
• Resolving problems/complaints within stipulated timeframes;
• Complaints procedure to be available on various media for wider access;
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•
•
Frontline teams to demonstrate that they have analyzed and used complaints made to
improve service delivery;
Compiling responses and disseminating information on most frequently asked
questions (MFQs).
5. Value for Money
All social services will be provided economically and efficiently in order to give clients and
citizens the best possible value for money. To this end all the departments of Council commit to
the new arrangements for ensuring value for money, as follows:
• Delivery of services according to approved plans and within the allocated budget – to
be reported on in annual Sectional and Departmental reports,
• Identifying best practices and innovations related to cost saving mechanisms that will
be included in quarterly and annual reports,
• Every year-end, the Mayor shall deliver a televised and detailed State of Service
Delivery Report. The report shall clearly indicate benchmarks for services delivery,
successes, challenges and remedial action taken.
6. Encouraging Innovation and Rewarding Excellence
Council will ensure that an enabling environment for the delivery of services is created, and
further, it will enhance the capacity of its personnel to deliver quality services. To this end,
Council commits to new arrangements for encouraging innovation and rewarding excellence.
It will put in place mechanisms that:
• Encourage innovation and creativity;
• Facilitate the sharing of best practices.
• Identify new ways of rewarding excellence;
• Keep track of the number of documented contributions made (ideas, suggestions,
innovations, proposals) by each employee and how many were implemented and the
impact thereof and recognize and reward performance;
7. Leadership for Service Delivery
All the managers in the service delivery chain will provide direction, create alignment, engage
staff, create effective partnerships and demonstrate ethical and sound values. To this end,
Council commits to the following new arrangements for leadership development for service
delivery:
• Implementation of the client focused, Constitution and ZIMASSET aligned Harare
City Strategic Plan 2012-2025
• Developing mechanisms by which managers obtain feedback from subordinates,
peers, superiors and clients/ customers on their leadership style, conflict-handling
skills, motivation, decision making and inter-personal skills;
• Managers to have personal development plans in place at the beginning of each
financial year in line with performance agreements.
Summary Service Delivery Commitments:
In summary, our promise to clients and citizens is that at all times, we will
1. treat all clients and citizens equally and professionally;
2. be ethical in the conduct of all business activities;
3. greet you at all our front offices with friendliness and a smile;
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4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
be responsive to your requests for information on social services;
strive to meet your expectations in the quantity, quality and timeliness for all
prepaid services;
provide you accurate, appropriate and relevant information regarding social
services and your accounts with Council;
be polite, courteous and use clear language at all times when communicating;
provide major community language services during business hours on our main
contact lines, that is English, Ndebele and Shona;
make available information about social services in the three main languages on our
website and in other forms;
respond to urgent calls about public health and safety immediately;
strive to answer your telephone calls to the Council official lines within five rings
during business hours;
reduce significantly the waiting time in our payment halls, even during peak times,
to no more than 30 minutes after arrival;
respond to letters, e-mails and other queries posted on our whattsup numbers
promptly during working hours. We will respond to all correspondence in writing
within one week of receipt. Complex enquiries may take longer to finalize but we
will provide you an estimate at the time of our response;
provide a contact name and telephone number in all correspondence;
provide a range of online services on our website, including downloadable
application forms. Our website is: www.hararecity.co.zw/ - including a window
for feedback on our services;
begin investigation of official complaints within three (3) working days of receipt
and keep you informed of progress;
continually review our structures to ensure priority is on service delivery;
respect your feedback to us;
all our staff, regardless of their departments, will always wear City of Harare staff
badges and will formally introduce themselves to you, and when in doubt, they will
give you contact details of their supervisor or Manager for confirmation.
General Obligations and Rights of Clients and Citizens
Council requires you, as citizens, clients and stakeholders to:
i.
Comply with all relevant laws and bylaws of the Council;
ii.
Pay your Council bills on time;
iii.
Participate in community/ stakeholder meetings;
iv.
Provide feedback on how we perform by calling, sending text messages, coming in
person, writing or attending council meetings;
v.
Raise complaints when services have not been performed or have not met with your
expectation;
vi.
Desist from vandalizing Council property, and to report such vandalism when it occurs;
vii.
Report faults or blockages of our infrastructure;
viii. Keep safely all council issued records;
ix.
Treat our staff fairly and with courtesy;
x.
Not offer bribes nor corrupt council staff.
General Review of Service Delivery Charter
The City of Harare shall review this Service Delivery Charter every end of year, taking into
accounting changes in the operating environment. Our promise is that we will always review the
Charter to set higher standards for the delivery of services. Our standards will only go down if
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you, our clients, fail to honour your part of the bargain, in particular the non-payment of
services.
How to Contact Harare City Council
Our citizens, clients and stakeholders are encouraged to provide feedback on our services or
the conduct of our employees by contacting any of the directors listed below.
Contact Addresses:
All Correspondence to be addressed to
the 'Chief Executive Officer'
City of Harare
Mailing Address: P O Box 990, Harare
E-mail address: [email protected]
General Lines: 04 753333
Dr. Tendai Mahachi
The Chief Executive Officer
Office 002
Town House
Juluis Nyerere Way and Jason Moyo
Harare, Zimbabwe
Mobile Telephone: 0712233086
E-mail: [email protected]
Corporate Communications and Client Relations Services
Office number 003,024@025
Town House
Cne Julius Nyerere and Jason Moyo Avenue
Harare, Zimbabwe
Telephone : 04 781810-6
Mobile Telephone: Dorothy Mavolwane - 0773 393 937
Michael Chideme - 733 813 767
E-mail: [email protected] or [email protected] [email protected]
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DEPARTMENT SPECIFIC SERVICE STANDARDS
We commit to serve you and will measure our performance on the basis of the standards for
services, which are shown below by Department and Section.
1. Town Clerk's Department
The Town Clerks Department is responsible for the proper functioning of the entire Council.
The Town Clerk is the Chief Executive Officer of Harare City Council.. To enable the Town
Clerk to perform his functions, he is assisted by a team of officers based in his office. The
department has six sections which are as follows:
1. Corporate communications: This division is responsible for the communication and
customer service portfolio of the city of Harare. Its mandate is to be the link between
the City of Harare and its Customers and to attend all customer needs and ensure
customer satisfaction.
2. Information and communication technology: The ICT division is responsible for
the integration the city’s ICT Business solutions, infrastructure building and support.
3. Supply chain: The division is responsible for the procurement, storage and disposal of
council goods and services in line with the procurement act.
4. Audit: The division is responsible for system design and advisory services to council and
management.
5. Business Development Unit: The division is responsible for identification of business
opportunities and entrepreneurship as well as forging public private partnerships.
6. Monitoring and Evaluation: Responsible for monitoring and evaluation of council
policies, plans and implementation strategies.
Our Service and products are shown in the section below.
A. Corporate Communications and Customer Care
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Customer complaints management
Customer satisfaction survey
Events management
Customer awareness Campaigns
Corporate promotions ( trade exhibitions)
Corporate promotional materials e.g. diaries, calendars, stickers.
Brand Advertising
Newsletter
Press statement
Tourism and investment
Adverts / jingles
Press conference
Press tours
Campaign materials
Corporate Website and social Media
Corporate Photographs and Harare maps
B. Information and Communication Technology
1. End user support
2. End user training
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3. Upgrading and customization
4. External ICT integration
5. Internal ICT integration
6. Value added services
7. Hardware repairs
8. Hardware maintenance
9. Network infrastructure Management
10. Unified Communication Management
11. End user Support
12. Hardware specification
13. Password management
14. Physical security
15. Data backup
16. Recovery and restoration
C. Audit
1.
2.
3.
4.
5.
6.
7.
Internal Control Evaluation
Risk Profiling
Assist in the design of systems and procedures
Advisory
Investigations
Compliance management
ICT Auditing
D. Supply Chain
1. Materials and requirements planning
2. Tender management
3. Contracts management
4. Competitive procurement
5. Supplier appraisal
6. Quality and specification management
7. Stock cover
8. Materials handling and storage
9. Stock issuance
10. Stock taking
11. Stock reconciliation
12. Review and dispose redundant assets
13. Stock movement database management
14. Processing for material payments
15. Suppliers accounts reconciliation
16. Supply chain budget preparation and control
17. Preparation of input VAT returns
18. Printing job costing
19. Supplier relationship management
E. Business Development Unit
1. Council business opportunities identification
2. Agreements drafting
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3.
4.
5.
6.
7.
8.
Project appraisal
Identification and management of partnerships
Employment creation
Wealth creation
Investment promotion
Contracts management
F. Monitoring and Evaluation
1. Council performance monitoring
2. Periodic council performance reports
3. Project monitoring
4. Project evaluation
Service Level Benchmarks
Service
Corporate Communications
Customer care and Branding
Customer
Complaints
Management
(Response)
Customer satisfaction Surveys
Events management
Customer awareness campaigns
Corporate
promotions
(Trade
Exhibitions)
Corporate promotional materials (e.g.
diaries, calendars, stickers)
Effective brand advertising
Current
Service Standard /
Level Benchmark
Service
Benchmark
30 minutes
10 minutes
Yearly
Quarterly
Every 2 months
Quarterly
6 months
Monthly
Monthly
Monthly
Yearly
Yearly
Zero
Quarterly
Press and publicity
Newsletter
Press statements
Tourism and investment promotions
Jingles
Press conferences
Press tours
Campaign material origination
Corporate website and social media
Monthly
Instant
Daily
1 week
2 days
Ad hoc
2 weeks
Instant
Monthly
Instant
Daily
1 week
2 days
Monthly
1 week
Instant
Information and Communication
Technology
MIS and Business Solutions
End user support
End user training
Upgrading and customization
External ICT integration
Internal ICT integration
Value added services
2 days
Ad hoc
Yearly
6 months
4 months
5
1 hour
Quarterly
Yearly
3 months
2 months
4
15
Desired
Level
Infrastructure and support
Hardware repairs
Hardware maintenance
Network infrastructure management
Unified communication management
End-user support
Hardware specification
1 week
Ad hoc
Ad hoc
Daily
48 hours
24 hours
Security
Password management
90 days
Physical security
Biometric
Database backup
Daily
Recovery and restoration
6 months
Audit
Internal control evaluation
Annual
Risk profiling
Annual
Assist in the review and design of Ad hoc
systems and procedures
Advisory services
Ad hoc
Investigations
Ad hoc
Annually
Annual statutory audits
Annually
ICT auditing
Annually
Supply Chain
Procurement
Material requirements planning
Tender management
Contracts management
Competitive procurement
Supplier appraisal
Quality and specification management
Stock management
Stock cover
Materials handling and storage
Stock issuance to departments
Quarterly stock taking Year Stock taking
Stock reconciliation
Review and dispose redundant assets
Stock movement database management
3 days
Quarterly
Continuous
Continuous
24 hours
12 hours
90 days
Biometric and CCTV
Daily
Quarterly
Annual
Annual
Annual
Semi-annual
Ad hoc
Half yearly
Annually
Annually
Annual
Annual
Annual
Ad hoc
Annual
Ad hoc
Annual
Annual
Annual
14 days
Annual
Quarterly
3 days
3 days
2 weeks
Quarterly
Annually
Annually
Quarterly
Monthly
4 weeks
12 hours
1 week
Quarterly
Annually
Annually
Quarterly
Daily
Accounting
Processing for material payments
2 weeks
Suppliers accounts reconciliation
3 months
Supply chain budget preparation and Annually
control
Preparation of VAT returns
Monthly
Printing Job Costing
Ad hoc
16
1 week
Monthly
Annually
Monthly
Weekly
Supplier relationship management
Ad hoc
Monthly
Printing
Job design and origination
Machine printing
Print finishing
Packaging and Dispatch
3 days
5000 sheets /hr
10 munities / book
2 days
1 day
5000 sheets /hr
10 munities / book
1 day
Business Development Unit
Council opportunities identification
Agreements drafting
Project appraisals
Identification and management
partnerships
Employment creation
Wealth creation
Contracts management – successful
Monitoring and Evaluation
Council performance monitoring
Periodic Council performance reports
Project monitoring
Project Evaluation
Ad hoc
1 year
4 months
of 1 year
3 per year
4 months
6 weeks
6 months
+/- 500 jobs per year
+/- 0.1% GDP
Ad hoc
1 per year
+/- 1000 jobs per year
+/- 0.2% GDP
Quarterly
2 per year
Ad hoc
Monthly
14 days
1 year
Quarterly
Monthly
14 days
6 months
Contact Persons – Town Clerk’s Department
Formal Letters to be addressed to:
Corporate Communications Division:
Attention: Principal Customer Relations Officer/ Principal Communications Officer
P.O Box 990 Julius Nyerere Way ,
Town House
Harare
Email: [email protected]
Telephone: 04 781810/6
Facebook: The City of Harare
Service and Products
1.
2.
3.
4.
5.
6.
7.
Person
responsible
Corporate promotional materials e.g. Dorothy
diaries, calendar, stickers.
Mavolwane
Brand advertising
Customer awareness Campaigns
Customer complaints management
Customer Satisfaction Surveys
Mercy
Makuwatsine
Events management
Corporate
exhibitions)
promotions
(trade Hope Chizuzu
17
Contact
number
and office / location
0773 393 937-04
781810-6
Town House Office
003
0772 586 075
78
1810-6
Town House 025
O772 274 392-04
781810-6
Town House 025
8.
9.
10.
Tourism and Investment
Muderedzi
11.
12.
13.
14.
15.
16.
17.
Newsletter
Press statements
Adverts / Jingles
Press conferences
Press tours
Campaign materials
Corporate website
Chideme
18.
19.
20.
Internal ICT integration
End-User Support
End-User Training
Madzivanyika
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
Upgrading and customization
Madzokere
External ICT integration
Value added services
Hardware Repairs
Mugobagobo
Hardware Maintenance
Network infrastructure management
Unified Communication Management
End-user support
Hardware specification
Password Management
Mtakiwa
Physical Security
Data Backup
Recovery and Restoration
Assist in the design of systems and Nyamurova
procedures
Investigations
Churu
36.
37.
38.
39.
40.
Internal Control Evaluation
Risk Profiling
Advisory services
Annual statutory Audits
Issa
41.
Material Requirements Planning
Murerwa
42.
Tenders and Contracts Management
Gavhu
43.
Competitive Procurement
Biza
44.
Supplier Appraisal
Murerwa
Dhedheya
Ruwona
Churu
18
O772891422
705085
Publicity Office cnr. J.
Moyo /S. Nujoma
0775 217 682
781
810-6
Town House 003
0773906803
781810-6
Town House 025
0772258235
RMB 217
752979
RMB Help Desk
0772882718
RMB 216
0777278217
RMB 215
0773495733
RMB 218
0777505036
04773591
0772430218
RMB 312
0782253230
04773592
RMB 310
0772430218
RMB 312
0772405368
04779111
Central Stores 01
0772950650
Central Stores 06
0772405368
04764029
Central Stores 12
0772405368
45.
46.
47.
48.
49.
50.
51.
Quality and Specification Management
Stock Cover
Materials handling and storage
Stock Issuance
Stock taking
Stock reconciliation
Review and dispose redundant assets
Pwiti
52.
53.
54.
55.
56.
Madhorobha
57.
58.
59.
60.
61.
Preparation of Input VAT returns
Stock movement database management
Suppliers accounts reconciliation
Processing for material payments
Supply chain Budget preparation and
control
Printing Job Costing
Supplier relationship management
Print Fishing
Job Design and Origination
Machine Printing
62.
Packaging and Dispatch
Dzingirai
63.
Council
business
opportunities Masepe
identification
Agreements drafting
Project appraisal
Identification
and
management
of
partnerships
Employment creation
Wealth creation
Council Performance Monitoring and Marara
Evaluation
64.
65.
66.
67.
68.
69.
70.
Chiware
Mbanje
Karigwidi
Bhunu
Malili
04779111
Central Stores 01
0773398260
04764029
Central Stores 13
0772431322
04 752356
Central Stores 07
0772714691
Central Stores 07
0772713835
0772431456
04756145
Central Stores 25
0772886038
Central Stores 28
0775970879
Central Stores 29
0775571351
Central stores 30
0772339207
04745550
Harare House
0774351679
04781809
Town House 004
2. Water and Wastewater
The Vision of the Department is 'To be a World class provider of sustainable potable water and
wastewater services'. Its mandate is derived from the Constitution of Zimbabwe; the Water Act,
ZINWA Act, Urban Councils Act, Environmental Management Act, Public Health Act and the
Regional Town and Country Planning Act.
The Department has seven (7) sections which are as follows:
1. Production
2. Distribution and Customer Services
3. Wastewater
19
4.
5.
6.
7.
Planning and Projects
Quality Assurance
Electro Mechanical Services
Finance and Administration
Our Services and Products are:
1. provision of portable water that meets statutory standards to all clients through metered
connections;
2. managing wastewater to meet environmental standards before discharge into rivers and
dams;
3. connecting new customers to water and wastewater supply network upon request;
4. disconnecting customers from water and wastewater network upon request or for lack
of compliance with user conditions including non-payment;
5. attending to network faults such as leakages, burst pipes, pump breakdowns;
6. provision of alternative sources of potable water in underserviced areas or during
periods of scarcity;
7. provision of water and wastewater technical services on, and appraisal of all proposed
developments;
8. planning, designing and developing water and waste water infrastructure to meet current
a future demands;
9. attend to water and waste water quality complaints;
10. educating members of the public on integrated water resources management (upon
request);
11. wash all reservoirs annually to clean out precipitates.
Our service standards are as follows:
1. provide portable water that meets statutory standards to clients at all times;
2. provide water to all residential / domestic clients cumulatively for 12 hours a day in all
areas by December 2015;
3. provide portable water to clients in all industrial and central business district areas
twenty-four hours a day, seven days a week for 365 days a year based on prepaid meter
service connection by December 2016;
4. provide portable water to all satellite towns clients twenty-four hours a day, seven days
a week for 365 days a year based on prepaid metering system by December 2017;
5. respond to all burst water pipes within 30 minutes of notification, arrest all losses within
an hour of arrival on site and fix the problem and reconnect supplies within 6 hours
(during daytime) and within 12 hours if fault was reported at night;
6. connect new clients, all classes, within 24 hours after payment of connection fee;
7. provide water 24/7/265 for firefighting through hydrants at all times by December 2017;
8. change faulty meters within 12 hours of notification;
9. monitor the quality of water at all times in the entire network;
10. conduct statutory wastewater treatment quality tests at all times;
11. process and conduct pressure and flow tests whenever necessary;
12. investigate water and wastewater related complaints within 24 hours of notification and
keep clients informed of our progress, findings and remedial action taken;
13. provide comments on proposed developments and plans for water and sewerage within
48 hours after receipt by Harare Water;
14. provide comments on environmental impact assessment reports for water and sewerage
within 5 working days after receipt;
15. appraise all building plans in respect of water and sewerage connections within 24 hours
after receipt;
20
16. treat all wastewater to required/ statutory effluent standards at all times by December
2017;
17. attend to sewer chokes/ blockages within 4 hours of notification;
18. read all clients' meters monthly before billing by December 2016, and will use estimates
only in the event of faulty meter or when denied access to premises;
19. carry out field investigations on suspected meter tempering within 6 hours of
notification;
20. attend to water and wastewater clients promptly and within 30 minutes of entering our
offices, within five ringtones when calling on telephone, within two working days when in
electronic and in written mail form.
Service Level Benchmarks 2014
Service
2014 Benchmark
Portable Water
450 ML/day
Distribute water to customers
71% coverage
Bulk water distribution to large 45% supply
customers
Responses to water pipe bursts/ water 8 hours reaction
losses
time;
Repair time 72
hours
Processing of new water meter 14 days after
connections
application and
payment
Provision of fire services water through 71% coverage
fire hydrants
Investigate general customer complaints 72 hours
related to water supply
Installation of water meters for domestic 48 hours
and industrial
Change of faulty meters
14 days
Water quality monitoring
Hourly
quality
monitoring
for
treatment plans
One sample per
16000 population per
month - distribution
network
Attend to water quality complaints
Sampling
dome
within
8
hours.
Report ready within
5 days
Submit an inspection report to industry
One week
Statutory wastewater treatment water quarterly
quality test
General technical queries regarding water 7 days
and sewerage reticulation
Process and conduct pressure and flow 7 days
21
Standard Benchmark by
Dec 2018
800 ML/ day by Dec 2015
100% coverage
100% supply
1 hour reaction time
Repair time 24 hours
7 days after application and
payment
100 coverage
24 hours
24 hours
7 days
Online quality monitoring
One sample per 10 000
population per month
Sampling don within 8
hours. Report ready within
2 days
One week
quarterly
48 hours
48 hours
test
Inspection of properties to locate nearest
water mains to facilitate new water and
sewerage connection
Supply developers short and long term
planning water and sewerage details
Environmental
impact
assessments
comments for water and sewerage
Comments on circulation for new
developments water and sewerage
Approval/ referral of building plans in
respect of water and sewerage
compliance
Collection of wastewater from residential
areas
Treatment of wastewater to required
effluent standards
Attend to sewer chokes/ blockages
Read all customer meters
48 hours
24 hours
7 days
5 working days
14 days
7 days
28 days
14 days
5 days
3 days
80% coverage
100% coverage
100ML/day
220ML/ day
24 hours
monthly
8 hours
monthly
Client Obligations:
In order for Harare Water to achieve its vision, fulfill its mission and meet service standards, we
remind our clients and stakeholders of their obligations to:
1. safeguard the entire water and sewerage infrastructure network bearing in mind its
interconnectedness;
2. report faults such as burst pipes, faulty meters, leaking connections on mains system,
3. not to vandalize, make illegal connections nor temper with all Harare Water
infrastructure;
4. allow access to Harare Water employees for purposes of carrying out their duties at all
times, including meter reading, disconnection and reconnections;
5. pay for all services to Harare Water on time;
6. provide feedback in the form of compliments or complaints, as appropriate;
7. not getting involved in corrupt activities and reporting all cases of corruption in the
delivery of water and waste water services to authorities;
8. not pollute water as this compromises the quality of water received;
9. actively participate in integrated water resources governance and management
programmes;
10. Conserve water.
Contact Persons for Water and Waste Water Services
Service
Production
Treatment of raw water into potable water (P)
Distribution and Customer Care
8. Attend to customer complaints related to water supply
22
Contact
Person
Contact # and
Physical
Old Mutual
House, 2nd Floor,
West wing.
Eng Mlanda
0772513225, Old
Eng. Chisango
0772513225,
(S)
Distribute water to customers (S)
Bulk water distribution to large external customers (S)
Response to burst water pipes (S)
Processing of new metered water connections (S)
Installation of all water meters (S)
Replacement of faulty water meters (S)
Provision of water for fire services through fire hydrants
(S)
Wastewater
Treatment of wastewater to prescribed effluent standards
(S)
Collection of wastewater from residents, commerce and
industry (S)
Quality Assurance
Water quality monitoring (S)
Attend to water quality complaints (S)
Produce inspection report for industry (P)
Statutory wastewater effluent quality testing (S)
Planning and Technical Services
Resolve general technical queries regarding water and
sewerage reticulation (S)
Process and conduct pressure and flow test (S)
Inspection of properties to locate nearest water mains to
facilitate new water and sewerage connections (S)
Eng.
Kunyadini
0772269919
Eng Muserere
0773142217
Eng
Musikavanhu
0773244693
Mr Mafuko
0772513219,
Cleveland House,
Laboratory
Mr Chaniwa
0773414148
6th Floor,
Cleveland House
Contact Details for our Offices
STATION
Call Centre
Water Workshop
Highfield Works Unit
Borrowdale Workshop
Mabelreign Workshop
Greendale Workshop
Highlands Workshop
Mabvuku Workshop
AREAS COVERED
All areas
All areas
All western high density
suburbs
Borrowdale/Hatcliffe
Mabelreign/Marlborough/Mt
Pleasant
Greendale/Msasa/Chisipite
Highlands
Mabvuku/Tafara/Caledonia
PHONE NUMBER
700087
791101/772453
662317
882632/3/860146/882679
305242
492634/495295
492634/495295
493521
If you want to comment or contribute on the level service provision or product quality please
feel free to contact us at your convenience through the following: Formal letter – Director Harare Water, 2nd Floor, Old Mutual House, Cnr Speke
Ave/Sam Nujoma St, Harare
 E-mail messages – [email protected]
 Landline telephone calls – 792665/792460/704193/
 Visiting in person – Ground Floor, Old Mutual House, Cnr Speke/Sam Nujoma St,
Harare
23

City of Harare website – www.hararecity.co.zw
3. City Health
The services performed and products provided at the City of Harare clinics and hospitals are
governed and guided by a Patient Charter. The Patient Charter aims to improve the relationship
between patients and health care providers by helping or allowing the City Health DepartmentHarare to listen to and act on people’s views and needs, set the best possible standards of health
services and to provide health services which meet these standards in all our clinics and
hospitals.
This City Health Service Delivery Charter explains:
1. The kind of service you can expect from the Harare City health care delivery system
2. Your health rights
3. Your responsibilities and obligations
4. How you can give feedback on the quality of services you are provided
Patient Rights.
The City of Harare Health Department adheres strictly to patient rights which are explained
below:
1. Patients have the right to health care and humane treatment;
2. Every individual shall have access to competent health care and treatment regardless of
age, sex ethnic origin, religion, political affiliation, economic status or social class;
3. Health care services shall be available on the basis of clinical health need regardless of the
ability to pay;
4. Every patient shall be treated with care, consideration, respect and dignity, without
discrimination of any kind, including vulnerable groups such as children, women, people
with physical challenges, and informal settlements dwellers and people referred from
rural areas, taking into consideration issues of accessibility to both physical structures
and information;
5. All drugs and vaccines shall be of acceptable standards in terms of quality efficacy and
safety;
6. In an emergency, every individual shall have the right to prompt treatment from the
nearest medical/health facility;
7. Privacy. Patients shall be interviewed, examined and treated in surroundings designed to
ensure reasonable privacy and shall have the right to be accompanied during any physical
examination or treatment if they so wish;
8. Right to choice of care. A patient shall have the right to a second opinion at any time
while consulting the same medical or health care delivery system. A patient or next of kin
shall have the right to an explanation about their case history and medical records, and
to have them explained. The patient or next of kin shall also have the right to authorize
in writing for another health professional to obtain a copy of the medical records and to
inform him or her of what they contain. If a patient's health professional refuses to allow
another health professional to be called in, or breaches any other provisions of this
Charter, the patient shall have the right to seek alternative service/ care or take up the
issue with the Health Professions Council;
9. Right to safety. A patient, if not incapacitated, shall have the right to a clear, concise
explanation, in lay terms, of the proposed procedure and of any available alternative
procedure, before any treatment or investigation. The explanation shall incorporate
information on risks, side effects, problems relating to recuperation, likelihood of
success, risk of death and whether the proposed procedure to be administered is an
investigation;
24
10. Right to adequate information and consent. A patient shall have the right to know the
identify and professional status of the individuals providing service to the patient and to
know which health professional is primarily responsible for his or her care including:
i. the right to adequate and coherent information on prescribed and purchased
medicines
ii. the right to choose among competitive products based on unbiased information
iii. the right to know his or her prognosis and everything about their medical problem;
11. Right to adequate information and consent. A patient's written consent shall be required
for the inclusion of a patient in any research or teaching programme. The patient shall be
adequately informed of the aims, methods, anticipated benefits and potential hazards of
the study and any discomfort it may entail. The patient shall be informed that he is she is
free to participate in the study and that he or she is free to withdraw his or her consent
to participate at any time. In order to ensure that informed consent is not obtained
under duress, or from a patient in a dependent relationship to a health professional, the
informed consent shall be obtained by a health professional who is not engaged in the
investigation and who is completely independent of the official relationship between the
patient and the health professional responsible for the research. In the case of a child,
informed consent shall be obtained from the parent or guardian;
12. Confidentiality. A patient shall have the right for the details of the patient's care
(including the use of new technology) prognosis and all communication and other
records relating to the patient's care are treated as confidential and only disclosed in
exceptional circumstances when the patient has authorised in writing by to do so, when
it is undesirable on medical grounds to seek a patient's consent and it will be in the
patient's own interest that confidentiality be broken or if the information is required by
due legal process.
The City Health Department is organized in seven (7) sections with specific functions as shown
in the table below.
Section
Mandate/ function
1.
Provision of Preventive, Promotive, Curative Services and Rehabilitative care
Clinic/Hospital
to the Residents/ OPD, ANC, Maternity deliveries and PNC Family Health
Services
Services, Chronic patient care, Cancer screening, Home Based Care,
Isolation for infectious diseases, Medical Examination Centre
2.Environmental Environment Management/Business Licensing, Inspection of food and non
Health
food premises, Water Quality Monitoring, Food Quality Monitoring and
Control, Air Quality Control, Infectious and Communicable diseases
prevention and control, Epidemic Preparedness, Prevention and Control, Pest
Control, Nuisances and Complaints investigations.
3.Pharmacy
Provision of Medicines to all health Units/ Sourcing of medicines and sundries
from Natpharm, Receiving and Distribution, Manufacturing,
4.Administration Health Policy and Strategic Planning and Management, Logistics and Hospital
Supplies Management, Management of Clinic/Hospital Support services such
as Catering, Laundry, Domestic services, Mortuary services
5.Dental
Provision of Dental Services to the residents, Dental examination and
Services
diagnosis, Treatments of soft tissue diseases in the oral cavity,
6. Hospitals
Tooth extractions, Tooth fillings, Scaling and polishing, Tooth replacement eg
dentures ,crown and bridges, implants
Provision of isolation services for infectious diseases, opportunistic infection
clinics, laboratory, laundry and mortuary services
6.Health
Advocacy, Program Communication and Social Mobilization
promotion
25
7.Nutrition
Identifies and ensures adequate and appropriate nutritional status of the
residents of Harare.
City Health Products and Services
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
HIV Counselling, Testing, treatment and follow up;
Curative services;
Treatment of chronic conditions;
Testing and treatment of TB and Malaria;
Cancer screening;
Ante Natal and Post Natal Care;
Maternity deliveries;
Family Planning Services;
Immunizations;
School Health Programmes;
Isolation in patient care;
Treatment of Communicable diseases;
Diagnosis, confirmation, surveillance and drug sensitivity tests;
Medical Examination;
Food Handlers certification;
Laundry;
Mortuary;
licensing of business premises (new licenses/ renewal of licenses)
inspection and monitoring of hygiene standards in food and non food premises
food inspection and food condemnation
training of food handlers
water and air quality monitoring (of municipal and borehole supplies)
environmental health and hygiene promotion
scrutinizing building plans to assess compliance with health regulations
insect and pest control
disease surveillance prevention and control
investigation of complaints and nuisances
provision of medicines, medical sundries and vaccines
rational medicines use monitoring
dental examination and diagnosis
treatment of soft tissue diseases in the oral cavity
tooth extractions, tooth fillings , scaling and polishing
tooth replacement e.g. dentures, crown and bridges, implants
oral hygiene education
IEC development for health promotion education
Integrated management of acute malnutrition
Dietic services and vitamin A supplementation
Nutrition surveillance through growth monitoring
baby and mother friendly hospital initiative (BMFHI)
Integrated infant and young child feeding and counselling courses
City Health Standards Commitments
Service
OPD services
and TB patients
Service
Level Standard
Service
by
Benchmark 2014
December 2017
for HIV All patients served within All patients will be served within
two hours
one hour unless they require tests
26
that will take time
Isolation facilities for the All patients admitted into All patients will be admitted to the
infectious conditions
the wards within one hour
wards within 30 minutes of arrival
All admitted patients will be seen
by a medical doctor at least once
every day
In patient services for TB All patients admitted into All patients will be admitted to the
and HIV patients
the wards within one hour
wards within 30 minutes of arrival
Provision of inpatient food
Patients will always be
served food at the stipulated
times
Diagnosis,
confirmation, Emergency diagnosis – 24
surveillance
and
drug hrs
sensitivity
Routine diagnosis – 72hrs
Drug sensitivity – 10days
Laundry
Linen will be changed on
every bed at least once a day
or when necessary
Mortuary
Relatives with the requisite
papers will be able to collect
the deceased within 30
minutes
Medical
Examinations All clients are served within
Certification
two hours
Food Handlers
Patients will always be served food
at the stipulated times
Emergency – 24 hrs
Routine – 72hrs
Drug sensitivity – 10days
Linen will be changed on every bed
at least once a day or when
necessary
Relatives with the requisite papers
will be able to collect the deceased
within 30 minutes
All clients will be served within one
and half hours
All clients are served within All clients will be served within one
two hours
and half hours
Dental examination
Patients seen within 1
All patients presenting at the
and diagnosis
hour of arrival
dental clinics will be attended
to within one hour of arrival
Treatments of soft tissue Zero after service call back
Zero after service call back
diseases in the oral cavity
Tooth extractions
At least 10 patients come No patient should come back with
back with complaints per complaints after tooth extraction
month
Tooth fillings
Scaling and polishing
Tooth replacement eg Zero after service call back
dentures
,crown
and
bridges, implants
Oral health education
License
of
business New license - 3 weeks
New license - 5 days
premises, new license and Renewal - 2 days
Renewal - 1 day
renewals
Inspection and Monitoring Within 5 days
Within 48 hours of application
of Hygiene Standards in
Food and non food
Handles
Water Quality Monitoring Random sampling of water
Random sampling of water
27
(of Municipal and borehole 10 per week – borehole
supplies)
10 per week – municipal
10 per week - bottled
Epidemic
Preparedness, Investigate all outbreaks
Prevention and Control
within 24 hours
Food inspection and food Random sampling of food
condemnation
--- samples per week
Training of food handlers
All food handlers in the city
will be certified
7 Environmental health The
department
will
Monitoring and hygiene monitor all environmental
promotion
health issues and produce
monthly reports
Scrutinizing building plans
All building plans to be
processed within one day
Insect and pest control
All reports for rodents and
pests will be attended to
within 24hrs
Investigation of complaints All complaints on public
and nuisances
nuisances to be attended to
within 24 hrs
Client Education
All clients will receive health
education on their health
condition in a language they
understand
Community
engagement Communicate
essential
on Health Issues
health information to key
health groups
IEC Development
Design, develop, produce and
distribute packaged health
messages to the community
Stakeholder Coordination
Create regular platforms for
information
sharing
on
health with all stakeholders
Exhibitions
The
department
will
showcase health service
products at all national
exhibitions
Nutrition education
10 per week – borehole
10 per week – municipal
10 per week - bottled
Investigate all outbreaks within 24
hours
All food handlers in the city will be
certified
The department will monitor all
environmental health issues and
produce monthly reports
All building plans to be processed
within one day
All reports for rodents and pests
will be attended to within 24hrs
All complaints on public nuisances
to be attended to within 24 hrs
All clients will receive health
education on their health condition
in a language they understand
Communicate essential health
information to key health groups
Design, develop, produce and
distribute
packaged
health
messages to the community
Create regular platforms for
information sharing on health with
all stakeholders
The department will showcase
health service products at all
national exhibitions
Nutrition assessments in
schools and communities
Supplementary Feeding
Contact Information for our Health Facilities
District
Clinic
South East Hatfield Satellite
and Central
Arcadia
Braeside
Sister
in Landline
Charge
J. Mangachena
572058
570680
Mobile Number
C. Chimbanda
0771925845
28
742130
0771 789 569
Southern
South
Western
Eastern
Parirenyatwa
Sunningdale
Waterfalls
Hopley
G. Mazambara
M Medzane
S Mvungare
E Mazivisa
702316
576241
663393
Matapi
Mbare FHS
Mbare PCC
Mbare Mat
F. Misa
P. Mukanana
M. Mbwende
I Wilson
756113
779461
Rutsanana PCC
S Majira
Rutsanana FHS
Rutsanana Mat
J. Shava
C. Kaseke
Highfield FHS
Highfield PCC
Highfield Mat
Southerton
Glen Norah Sat
Western Triangle
Budiriro FHS
Budiriro PCC
611528
611970
6119970
611528
570680
611528
611528
570 680
0778014726
0772 363649
0778014731
0778014725
0778014725
0773574814
0773 626616
0777789569
0773626616
0777789569
E. Chirau
O. Mazarura
P Kamonere
F. Manomano
662304
664363
611991
611030
D. Musara
690019
0778014728
0778039430
0774809195
0774809194
0782404198
0782 404198
Complaints Redress Mechanism
All our valued clients are encouraged to raise their complaints/service delivery feedback to the
head of the respective unit, and in the case of all our clinics, to the sister in charge. We expect
all your complaints to be addressed to your satisfaction, at this level, immediately or within a
time period not exceeding 20 minutes.
If you are not satisfied by the remedy from the respective head of the unit, you may refer the
issues to the Director of Health Services on the following contacts
• Email
[email protected]
• Phone
04 772926
The Director of Health Services undertakes to respond to all the emails within two days and to
respond to all Written feedback/complaints within one week.
All the polyclinics in the City have elected Health Centre Committees whose primary function is
to manage the clinic/community interface. Members of the public are encouraged to also channel
their feedback through these representatives of the community in the health system. The
phone/contact numbers of the Health Centre Committee Chairpersons will be prominently
displayed at the clinics.
4. Human Capital and Public Safety
The vision of the department is a safe and peaceful City with well managed and prosperous
human resources.
29
The mission of the department is to ensure excellence in the provision of sustainable human
capital and public safety services.
The Department has (7) sections which are as follows:
1. Human Capital Administration
2. Human Capital Development
3. Employee Relations
4. City Enforcement
5. Emergency Services
6. Manpower Planning
7. Administration (Canteen Services)
Our Services and Products are:
1. Recruitment, Selection and Placement
2. Employee Records Management
3. Employee Remuneration Services
4. Leave Management
5. Conditions of Services
6. Pension Administration
7. Statutory Returns Administration
8. Performance Management
9. Staff training and development
10. Succession planning
11. Industrial attachments and cadetship programs
12. Integrated results based management (RBM)
13. Employee welfare services
14. Disciplinary hearings
15. Grievance handling
16. Management of works council meetings
17. Conciliation
18. Arbitration
19. Occupational safety and health management
20. Staff establishment control
21. Job evaluation
22. Manpower planning and utilization
23. Productivity standards
24. Organizational development
25. Job descriptions
26. Provision of canteen services
27. Office stationary and equipment
28. Hygienic services
29. Raise internal requisitions and payment
30. Management and control of traffic
31. Ticketing, clamping and towing of illegally parked vehicles
32. Public safety awareness campaigns
33. Control of movement of heavy vehicle in line with designated areas
34. Protection of council asserts
35. Cash in transit
36. Investigations
37. Environmental patrols
38. Crime prevention patrols
30
39. Crowd control
40. Security advice
41. Building inspections for fire safety compliance
42. Public fire safety awareness
43. Public safety training (external)
44. Fire fighting
45. Rescue
46. Emergency medical services
47. Training EMT (technicians)
48. Inspection of fuel installations
49. Building plans scrutinisation for fire safety compliance
50. Testing of firefighting equipment for compliance with standards
51. Technical advisory services on fire safety
52. Certification for competence for fire engineering companies.
Our service standards are as follows;
1. To be fair, factual, prompt and responsive in handling all human capital administration
matters.
2. To widen scope of training to all employees of the City, produce well rounded skillful
employees and accelerate RMB and transformation training programs.
3. To be fair, transparent, just and create a safe working environment.
4.
To be transparent and fair in job evaluation and to be responsive in manpower planning.
5. To have trafficable roads, safe and secure environment in Greater Harare.
6. To have a rapid and prompt response to emergencies and create a safe environment.
Service level Benchmarks 2014
Services and products
1. Recruitment,
and placement
selection
2. Employee
records
management
3. Employee remuneration
4. Pension administration
5. Leave management
6. Performance management
7. Statutory returns
8. Staff
training
and
development
Current
service
level
benchmark
3 months internal
4-5
months
external
recruitment
60% efficiency
(Manual system)
2 months salary arrears
2-3 months processing
6 weeks leave processing
(manual)
50% efficiency
100% up to date
Skill availability 70 %
Development
programs
50%
20 % staff trained ( grades
1to7)
20% (policy initiation)
-200 intake
9. Integrated results based
management
10. Succession planning
11. Management of industrial
attachment / cadetship
programs
70% students utilization
12. Employee welfare
50% welfare coverage
31
Standard / desired service
level benchmark
2 months internal
3months external
100% efficiency
(computerized)
Monthly
1 month processing
1 week
(computerized)
80% efficiency
100% up to date
Desired 90%
Desired 70 %
100% desired –all levels
100% desired –all levels
300
100%
desired
(student
utilization)
75% welfare coverage
13. Management of the code Disciplinary
of conduct
months
hearing
3 Turn around to be 1 month
Desired 2 weeks
Grievance
handling
weeks
works 2 months sitting
14. Management of
council matters
15. Conciliation / arbitration
16. Occupational safety and
health
18. Job evaluation
6
Monthly sitting
2 months
60% compliance to safety
procedures / regulations
Staff returns 2 months
Last job evaluation done
20 years ago (1991)
New jobs and grievances
19. Manpower planning and 40% utilization level
utilization
20. Organizational
70% systems development
development
21. Work
standards
and 65% of jobs have standards
measurement
22. Enforcement of municipal Enforcement of traffic by
by-laws
and
other laws at 50% compliance
legislation
Management and control
of traffic at 60% coverage
Environmental patrols 60%
1 month
100% compliance
1 month
Every 5 years normal cycle
2 months
75% utilization level
90% systems development
100% of jobs
standards
80% compliance
to
have
80% coverage
80% coverage
Vending control and other 80% control
illegal activities 40%
23. Provision of services
80% coverage protection
of council asserts
24. Enforcement of fire safety 10% inspection of public
laws
buildings
25. Disaster management
Fire brigade reaction time:
5 minutes CBD
15 minutes other areas
26. Provision of emergency Ambulance reaction time:
medical services
30-60 minutes
100% security coverage
Desired level is at 80%
Fire brigade reaction time:
5 minutes
10 minutes other areas
Ambulance reaction time:
15-30 minutes
Contact persons for services and products
Services and products
Person
responsible
1. Recruitment, placement and selection
2. Employee records management
3. Employee remuneration
Matengarufu
Bozman
32
Contact Number
and
Office
/
Location
Rowan Martin
Building Annex
Complex Room 7
4. Leave management
5. Pension administration and Statutory returns
6.
7.
8.
9.
Training and staff development
Integrated results based management
Succession planning
Management of industrial attachments
cadetship programs
10. Employee welfare
11. Management of the code of conduct
12. Management of works council matters
13. Conciliation and arbitration
14. Occupational safety and health
Mungofa
Stewart
0772 865 552
Rowan
Martin
Building
O772 865 553
Rowan
Martin
Building
0773 375 806
and
Mr
Jabulani Rowan
Martin
Duve
Building
774960
0772 668 385
15. Enforcement of municipal bye-laws (traffic, (Rtd)
Rowan
Martin
vending,
licensing,
obstruction,
illegal Brigadier
Building
developments etc)
Richard
0712 213 775
16. Provision of security (static guard duties, Chinengundu
environmental patrol, VIPs etc)
17. Enforcement of fire safety laws
Mr.
Sevias Fire Brigade HQ
Mugavha
0772 432 653
18. Disaster management
04751967
19. Provision of emergency medical services
20. Fire prevention
Mrs.
Jane Rowan
Martin
Shonge
Building
22. Job evaluation
0772 385 271
23. Manpower planning and utilization
24. Organizational development
25. Work standards and measurement
26. Provision of canteen services
Mrs . Grace
Rowan
Martin
Mazhawidza
Building
27. Office stationary and equipment
0773 441 362
28. Hygienic services
774961
29. Raise internal requisitions and payments
Please contact us for feedback and complaints on services received
Formal letter- Box 990, Town House,
Harare
E-mail messages [email protected]
Landline telephone calls 04-774914
Cell phone 0773 375 806
Visiting in person: Rowan Martin Building,
Ground Floor
Face-book page- Human Capital And
Public Safety.
WhatsApp platform 0773 375 806
Harare
E-mail messages, [email protected]
Cell phone 0772 865 552
Ground
Floor,
Human
Capital
Administration Office
Face-book page?? xxxxxxxxx
What App platform 0772 865 552
Harare
E-mail
messages
–
Harare
E-mail messages- jduve@ hararecity.co.zw
33
[email protected]
Cell phone 0772 385 271
Ground Floor
Face-book page- Human Capital And
Public Safety
Whats App platform 0778 125 785
Cell phone- 0772 668 385
Ground Floor, Harare
Face-book page – Human Capital And
Public Safety
Traffic Related Complaints and Feedback
Cell – Collen Tongowana
0772 351 473
Geofrey A Manyere
0712 642 124
Visiting in person: Trafalgar Court, Julious
Nyerere Way Harare
OR
Rowan
th
Martin Building, 5 Floor Harare.
Harare
Email
messages
[email protected]
Landline telephone calls 04 783980-4
Cell phone 0772 432 653,
0772 864
870, 0712 624 039
Visiting in person: Fire Brigade and
Ambulance Services Head Quarters, 111
Belvedere Road Harare
Face-book page Human Capital And Public
Safety
Security and other by laws enforcement
complaints and feedback
Landline: 04773774
Cell: Michael G Dhube 0772 241 890
Visiting in person Harare Metropolitan Police
Headquarters, Off Bishop Gaul Avenue and
Rotten Row, Harare
OR
Rowan
th
Martin Building, 5 Floor Harare
Harare
E-mail messages- [email protected]
Landline telephone calls – 04-710304
Cell phone 0712 322 505
Visiting in person, 5th Floor Rowan Martin
Building, Harare
Face-book page Human Capital And Public
Safety
Whatsapp platform 0778 125 785
5. Works Department
The Vision of the Department is ‘To provide a fully serviced, sustainable, safe, vibrant, beautiful
and multi-cultural environment”.
The department has four (4) divisions and (16) sections namely:
A. Environment and Amenities Division
1. Amenities
2. Environmental management
3. Fleet care and management
B. Engineering Services Division
4. Roads
5. Electrical and mechanical services
6. Automotive workshop
7. Heavy plant workshop
34
8. Central mechanical workshop
9. Traffic signals
10. Electrical plant
11. Public lighting
C. Land Management and Development
12. Land survey
13. Town planning
14. Valuation and estates
15. Traffic and transportation planning
D. Built Environment Management
16. Built-up environment
Our services and products are:
A.
Environment and Amenities Division
Amenities Section
1. Refuse collection throughout Greater Harare;
2. Landfill management at Pomona and Golden Quarry dumpsites;
3. Septic tank collection – honey sucking and manhole services;
4. Anti-litter by-law enforcement – public awareness campaigns and monitoring litter
disposal;
5. Street cleaning in residential areas, shopping centres, trunk routes and the CBD;
6. Public convenience services– management and cleaning of pay toilets and public toilets;
Environmental Management Section
1. Monitor disposal of hazardous and toxic waste;
2. Incineration of clinical waste;
3. Issuance of hazardous waste disposal permits;
4. Industrial site inspection;
5. Hazardous and toxic waste technical advice;
6. Monitor industrial waste disposal;
7. Protection of wet lands and the environment in general;
8. Environmental pollution waste enforcement;
9. Management of the EMA
Fleet Care and Management Section
1. Vehicle fuel usage management;
2. Fleet maintenance;
3. Fleet distribution;
4. Fuel procurement from central stores;
5. Vehicle tracking and drive supervision;
B.
Engineering Services Division
Roads Section
1. Design, construction and maintenance of roads and storm water drainages;
2. Production of road building materials;
3. Road-works quality control assessments;
35
4. Approvals of roads and storm-water designs;
5. Approvals of road trenching permits;
6. Appraisal of Town Planning layout designs.
Electrical and Mechanical Services Section
1. Specification of vehicles, plant and equipment;
2. Preparation of draft tender documents;
3. Technical appraisal of bids;
4. Design of street and public lighting infrastructure;
5. Design of traffic signals infrastructure;
6. Design of plant engineering systems (e.g. pumping, compressed air).
7. Project implementation and management;
8. Electrical and mechanical asset maintenance management.
Automotive Workshops
1. Maintenance and repair of all types of vehicles;
2. Accident repairs, general vehicles body repairs and spray painting;
3. Auto-electrical repairs;
4. Auto trimming and upholstery;
5. Tyre repair, fitting, balancing and wheel alignment;
6. Vehicle breakdown recovery service;
7. Condition reports for disposal purposes;
8. Repair of Heat exchangers (radiators, oil coolers)
9. Car washing and valet services;
Heavy Plant Workshop
1. Maintenance and repair of mobile plant and equipment (road construction, landfill
equipment, refuse compactors, hydraulic equipment);
2. Maintenance and repair of fixed plant and equipment (generators, compressors);
3. Maintenance and repair tractors and tractor implements (mowers, ploughs, disc harrows,
trailers, etc);
4. Maintenance and repair of portable, engine driven equipment (e.g. water pumps, chain
saws, brush cutters);
5. Maintenance and repair of motor bikes;
Central Mechanical Workshops
1. General engineering, welding and fabrication;
2. Maintenance and repair of stone crashing plant and equipment;
3. Maintenance and repair of Asphalt-making plant and equipment;
4. Maintenance and repair of swimming pool plant and equipment, fountains, boreholes, and
booster pumps;
5. Maintenance of cremation equipment, incinerators, boilers and laundry machines;
6. Installation of mechanical plant and equipment (e.g. pumps, laundry machines)
7. Machining and manufacture of equipment components (e.g impellers, bearing housings,
pump shafts and stuffing boxes;
8. Fabrication, installation and maintenance of boom gates and wheel clamps, stadia gates,
sliding gates and turn-styles;
9. Fabrication, installation and repair of steel water and sewage pipes and pipe specials,
biological filter arms and distributor cones, filters and strainers.
10. Fabrication of goal posts, ‘robot’ posts, crowns and mast arms; HMT brackets;
11. Fabrication of steel footbridges, steel water tanks/ tankers and tank stands;
36
12. Design and fabrication of various moulds (manhole covers, concrete benches and catchpit
covers;
13. Fabrication of steel pegs, benches, burglar bars, security screens, metal cabinets, control
cubicles etc;
Traffic Signals
1. Design of traffic signaling infrastructure;
2. Construction and installation of traffic signaling infrastructure;
3. Maintenance of traffic signaling infrastructure;
4. Approval of traffic signaling designs;
5. Management of traffic signal energy bills;
6. Programming of traffic controllers and PLCs;
7. Provision of radio communication services.
Electrical Plant
1. Design of electrical services for plants (quarry) facilities (hospitals, clinics, schools,
swimming pools, fountains) and buildings;
2. Construction and installation of electrical services for plants, facilities and buildings;
3. Maintenance of electrical services for plants, facilities and buildings;
4. Approval of electrical designs for plants , facilities and buildings;
5. Management of City of Harare Plants and Properties energy bills;
Public Lighting
1. Design of public lighting infrastructure;
2. Construction and installation of area lighting and street lighting infrastructure;
3. Maintenance of public lighting infrastructure;
4. Approval of public lighting designs;
5. Installation of decorative lighting;
6. Provision of plant and equipment (hydraulic platforms, earth augur)
7. Management of public lighting energy bills.
C.
Land Management and Development
Land Survey
1. Execution of title surveys;
2. Execution of non-title (lease) surveys;
3. Execution of engineering surveys;
4. Execution of topographical and tacheometric surveys for base mapping to facilitate layout
planning;
5. Resolution of boundary disputes;
6. Beacon relocation surveys for handover of stands /properties;
7. Building plans scrutiny / appraisal;
8. Processing of cancellations, reframes amendments and approved diagrams and general
plans;
9. Advising on matters relating to the surveying, registration and transfer of land;
10. Creation of new properties, stand numbering;
11. Town planning circulations scrutiny
12. Township mapping (noting and updating cadastral compilations)
13. GIS (utility infrastructure mapping)
14. Notifying CVEM of property transactions;
Town Planning
37
1.
2.
3.
4.
Preparation of Master and Local Plans;
Preparation of Layout plans
Processing of subdivisions and consolidation applications;
Processing of Town Planning Applications (special consent / change of reservations /shop
licenses / liquor licenses / general)
5. Enforcement of Town Planning Regulations and by-laws / Development Control
6. Building plans appraisal;
7. Carrying out Town Planning research (number and distribution of base stations and
number of households in a neighbourhood for future planning and policy formulation
purposes);
Valuation and Estates
1. Preparation of GVR
2. Maintenance of GVR (updating)
3. Valuation for compulsory acquisition of land;
4. Valuation for sale /purchase;
5. Valuation for change of use;
6. Valuation for mortgage and leasing;
City Traffic and Transportation Planning
1. Preparation of Preparation of Harare Traffic and Transportation Master Plan;
2. Preparation of TT Local Plans;
3. Preparation of Harare Public Transport Policies;
4. Route planning and management;
5. Processing of public transport permits;
6. Monitoring of public transport operations;
D.
Built Environment Management
7. Building Plans scrutiny / appraisal
8. Preparation of Architectural Designs;
9. Preparation of bills of Quantities and estimates
10. Building plans appraisal and approval;
11. Stage inspections during construction of buildings;
12. Programmed maintenance of council buildings;
13. Inspection of Place of Assembly (Halls, stadia, churches etc.)
Service Level Benchmarks 2014
Service
Amenities
Section
Refuse collection
Turn around time
for vehicles to
dumpsite per day
Refuse collection
Current
Benchmark
Service
Level Standard
/
Service
Benchmark
(2 loads per day)
Desired
Level
2 loads for peripheral
suburbs
High density residential areas Once a
38
3 loads for near suburbs in
northern part of CBD
High density residential
scheduling time per
district
week
areas 3 times a week
Low density residential areas Once a
week
Low density residential areas
Once a week
CBD – daily night shift
CBD – daily night shift
Industrial sites – Once a week
Industrial sites – 3 times a
week
Mbare - 2 times a week
Illegal refuse dumps : Monthly
Tonnage collected daily 360
Mbare - 2 times a week
Bin shed collection daily
Illegal refuse dumps :
Monthly Tonnage collected
daily 360
Street Cleaning
Street cleaning
cycle by area
High density residential areas - none
areas - 2 times a month
Low density residential areas - none
CBD 2 shifts - morning and
afternoon shifts
areas - 2 times a month
CBD 2 shifts per day
Trunk roads - Call on up
Shopping centres – daily
Trunk roads - weekly
Public convenience
cleaning services
Pay toilets functioning - 80%
Pay toilets functioning 100%
Public Toilets 60% operational
Public Toilets 100%
operational
Landfill
management
State of roads accessible 40%
efficiency
State of roads accessible
80% efficiency
Fire prevention mechanism currently
20% efficiency
Fire prevention mechanism
currently 70% efficiency
Flies infestation management.
Currently at 30% operations
Back filling efficiency levels 30%
State of dumpsites 30% usable
39
Flies infestation
management. Desired 60%
coverage
Back filling efficiency levels
70%
70% usable engineered
landfill
Septic
Tank
Collection
Honey sucking
High density non-commercial
vehicle turn around
time
Low density – 6 times
12 times daily
Industrial area Manhole
management
Anti-litter by-law
enforcement
Anti-litter
campaigns levels
Available manhole 30 and manned 4
Permits for disposal to be
issued annually and paid for
by private companies.
4 suburbs covered
All suburbs to be covered
Trained 300 people on anti-litter
Targeting to train 300
people yearly.
Environment
Section
Application
for 4 days
hazardous
waste
permit appraisal
Site inspections
Turn-around time after receiving a
request – per request (readily
available)
Industrial
toxic Turn-around time for ad hoc
waste
disposal industrial visits : scheduled visits
management
Average sample analysis per day /
week /month.
Waste incineration
2 working days
Per request. Also to conduct
inspections once in 2 months
Daily inspections
Incineration levels 50 – 100 bags per 200 bags per week
week
Fleet
management
Vehicle fuel usage
management
Fleet maintenance
Fuel usage per day 70 litres
65 litres per vehicle per day
Ad hoc vehicle checklist by driver
Fleet distribution
Fuel procurement
from central stores
Vehicle tracking
Scheduled every day
Planning fuel requirements is done
not according to set standards
Tracking is done
Daily by both driver and
transport clerk
Scheduled daily
Planned according to fare
cans required
Production of fleet
management reports and
40
analyses.
Engineering Section
Automotive workshop
Minor service (light vehicle)
Minor service (heavy vehicle)
Major service (light vehicle)
Major service (heavy vehicle)
A – Service (Light vehicle)
B – Service ( light vehicle)
C – Service ( light vehicle)
A – Service (heavy vehicle)
B – Service (heavy vehicle)
1 month
1 month
1 month
1 month
1 month
1 month
1 month
1 month
1 month
C – Service (heavy vehicle)
1 month
Suspension Overhaul (Light)
Suspension Overhaul (Heavy)
Brake Overhaul (Light)
Break Overhaul (Heavy)
Clutch Overhaul (Light)
Clutch Overhaul (Heavy)
Gearbox / Diff Overhaul (Light)
Gearbox / Diff Overhaul (Heavy)
Engine Overhauls (Light)
Engine Overhauls (Heavy)
Electrics and tyre punctures
1 month
1 month
1 month
1 month
1 month
1 month
1 month
1 month
6 months
6 months
2 weeks
2 hours
3 hours
8 hours
2 days
3 hours
5 hours
8 hours (1 day)
8 hours (1 day)
16
hours(2
days)
32 hours (4
days)
1 day
2 days
4 hours
6 hours
6hours
8 hours
8 hours
16 hours
10 days
15 days
1 – 2 hours
2 months
2 months
3 months
4 months
6 months
6 months
8months
8 months
12 months
4 hours
5 hours
8 hours
8 hours
5 days
10 days
30 days
30 days
3 months
14 days
14 days
8 hours
4 hours
8 hours
1 hour
24 hours
2 hours
24 hours
8 hours
250 hour service
50 hour service
1000 hour service
Refuse Trucks hydraulics repairs –minor
Refuse truck tailgate overhaul
Engine overhauls (<3 cylinder)
Engine overhauls (>3 cylinder)
Transmission overhaul
Undercarriage overhaul
Automotive
and
Heavy
Plant
Workshop
Vehicle periodic service
Mobile Plant periodic service
Response to reported Ambulance and Fire
Tender breakdowns
Response to Waste management fleet
breakdown
Response to all other vehicles all other
vehicle and mobile plant reported
breakdown
41
Fixed plant periodic services
Response to fixed plant breakdowns
Central Mechanical Workshop
Machining of pump shafts
Dismantling and repair of pumps
Refuse compactor Tailgate repairs
Fabrication and Installation of Tank Stands
Overhaul of cone crusher
Uninstall dismantle repair and reinstall
borehole pump
Repair clinical incinerator
Repair Laundry machine
Fabrication of Donkin Fan
Fabrication of boiler tank elements
Fabrication and installation of foot bridge
Fabrication of boom gate
Fabrication of wheel clamp
Fabrication of soccer goal posts
Fabrication of sliding gate
Fabrication of robot post
Fabrication of 6 way HMT Bracket
Fabrication of robot security screens
Public Lighting
Response to reported tower light faults
Response to reported street lighting faults
Response to reported overhead power lines
Repair of reported street light faults
Repair of reported tower light fault
Approval of public lighting designs
Design of public lighting infrastructure
Construction of a high mast tower light
Installation of 1 km stretch of street lighting
Installation of decorative lighting
Traffic Signals
Response to reported faults
Repair of reported faults CBD intersections
Repair of reported faults Ex-CBD
intersections
Removal and replacement of damaged signal
heads
Removal and replacement of damaged poles
Approval of traffic signals design
Design of traffic signals infrastructure
Construction of new traffic signals
infrastructure
Verification of energy bills
Roads
Fixing reported potholes on VIP routes
Fixing reported potholes on CBD roads
60 days
90 days
30 days
30 days
1 month
3 months
2 months
2 months
6 months
1week
1 – 2 weeks
1 week
1 week
3 weeks
2 months
3 days
1 week
1 week
1 month
1 month
3 months
3 weeks
1 week
2 weeks
2 weeks
3 days
-
2 days
2 days
2 weeks
3 weeks
3 weeks
1 day
6 hours
2 days
2 days
3 hours
1 day
-
30 days
30 days
180 days
7 days
90 days
90 days
30 days
180 days
90 days
24 hours
24 hours
24 hours
2 hours
7 days
1 day
7 days
10 days
60 days
30 days
2 days
60 days
90 days
24 hours
8 hours
24 hours
7 days
2 hours
90 days
60 days
90 days
30 days
8 hours
30 days
30 days
7 days
60 accounts/ month
200 accounts/
month
24 hours
7 days
8 hours
48 hours
42
Fixing reported potholes on arterial ,
distributor and bus roads
Fixing reported potholes on local streets
De-blocking a reported storm water
catchpit
De-blocking a reported piped culvert
Replacing a missing traffic sign
Attending to dangerous broken catchpit
cover
Roads design appraisal
Issuance of road trenching permit
Direction signs erection
Road construction material - aggregates
availability
Road gravel availability
Concrete special casts products (e.g. kerbs,
slabs)
Concrete catchpit covers availability
Paved roads surface rejuvenation
14 days
7 days
12 – 36 months
7 days
3 months
23 hours
14 days
30 days
6months
24 hours
24 hours
21 days
1-2 months
14 days
Stock out
3 -4 weeks
7 days
3 – 7 days
Ex stock
Ex-stock
28 days
Ex stock
Ex stock
Stream dredging
Activity is
undertaken
Stock out
Virtually no maintenance at
all
Central business district storm water drains Once per year
cleaning
Road side drains maintenance
Once in three years
Outfall drains clearing
Once in four years
Land Management and Development
Land Survey
Title surveys
Upto 10 units
10 – 100 units
101+ units
Non-title survey
Engineering survey
Boundary disputes
Beacon relocation survey
Upto 10 stands
10 - 100
Building plans scrutiny
Cancellation, and amendment of diagrams,
general plans
Lost diagrams reframing
Stand numbering
Town planning circulations
Township mapping
City Traffic and Transport Planning
Traffic and Transport Master Plan
Central Business Traffic and Transportation
Local Plan
Public Transport Policy
not
Ex stock
Every 5- 7
years
Thrice
per
year
Once per year
Once every 2
years
being Once every 5
years
2 months
3- 4 months
5 – 8 months
2 months
1 month
1 month
2 weeks
6 weeks
2-3 months
2 weeks
2 weeks
2 weeks
1 month
2 months
1 week
Guided
by
requirements
5 weeks
2 weeks
2 weeks
6 months
1 week
2 weeks
2 days
statutory
2 weeks
3 days
3 days
2 months
2 years
1 year
1year
6 months
1 year
6 months
43
Route Authority Permit
Road Closure Permits
Road show permits
Trenching permit
Route planning allocation
Traffic survey
Qudon counts
7 days
10 days
10 days
10 days
5 days
3 months
7 days per street
Origin – destination counts
7 days per street
Traffic observations
Data analysis
Road signs
Traffic signal layout
Junction design
Billboard advertising site
Approved billboard plan
2 days
2 months
2 weeks
4 weeks
4 weeks
1 month
5 days
4 days
5 days
5 days
5 days
5 days
2 months
7 days
street
7 days
street
2 days
2 months
1 week
2 weeks
2 weeks
2 weeks
3 days
per
per
Contact Persons for Works Department
Service
1.
ENVIRONMENT AND AMENITIES
Amenities
Refuse collection
2.
Landfill Management
3.
Septic Tank Collection
4.
Anti-litter by-law enforcement
5.
Environment
Street cleaning
6.
Hazardous and toxic waste management
7.
Fleet Care and Management
Contact Person
Contact
#
and
Physical Address:
Mr.
Don Kelvin Depot
Sakupwanya
Graniteside
0772260475
04 780954
Mr.
Taenda Kelvin Depot
Chandisaita
Graniteside
0772263310
04 780954
Mr.
Don Kelvin Depot
Sakupwanya
Graniteside
0772260475
04 780954
Mr.
Don Kelvin Depot
Sakupwanya
Graniteside
0772260475
04 780954
Mr.
Don Kelvin Depot
Sakupwanya
Graniteside
0772260475
04 780954
Mr.
Clifford Cleveland House
Muzofa
Mr.
Don Kelvin Depot
Sakupwanya
Graniteside
0772260475
44
04 780954
8.
ENGINEERING SERVICES
Electrical and Mechanical Head Office
I.C.T. Chigariro
Office 412 Cleveland
House
0772 405 602
9.
Automotive Workshop
General vehicle repairs and maintenance
Shayamano, M.
10.
Breakdown recovery service daytime
I.E Skaramangas
11.
Breakdown recovery service (after hours / MSU
weekends)
Accident repairs, general vehicle body I Gideon G.
repairs and spray painting
Auto electrical repairs
Katedza A.
Bishop Gaul Workshop
04-722946 / 76
04-7222946/76
Municipal Police HQ
04-7222816/17
04-722946 / 76
04-722946 / 76
04-722946 / 76
04-722946 / 76
04-722946 / 76
12.
13.
14.
15.
Tyre repair, fitting balancing and wheel P. Robson
alignment services
Condition reports for disposal purposes
M. Shayamano
16.
Car washing and Valet services
I Gideon G.
17.
Vehicle sub-lets to external garages
I.E Skaramangas
I.E Skaramangas
18.
Vehicle history of repair records
I.E Skaramangas
1.
Repair of Plant and Equipment brought to J.M. Zimunya
workshop
K Muzvidziwa
2.
3.
4.
5.
1.
2.
3.
4.
5.
1.
2.
3.
Filed services of all plant and equipment
Auto electrical repairs and maintenance
Tyre punctures and services
Condition reports for bikes, plant and
equipment
Central Mechanical Workshop
Welding
repairs,
fabrications
and
maintenance
Repair and maintenance of Quarry Plant
and Equipment
Repair of swimming pools, fountains and
pumps & boreholes
Repair of cremators and incinerators
Repair of refuse trucks, boom gates and
stadia turn-styles
Public Lighting
Maintenance
of
public
lighting
infrastructure
Design of public lighting infrastructure
Construction and installation of area
45
04-7222946/76
04-7222946/76
0712 889115
0733508474
04-7222946/76
S. Chigwaza
0772258187
P. Dzikiti
0773390400
04-7222946/76
Mashandure
Public Lighting ZESA
Yard Coventry Road
Office 412 Cleveland
House
Chigariro
5.
lighting and street lighting infrastructure
Approval of public lighting designs
Provision of plant and equipment
Installation of decorative lighting
Management of public lighting energy bills
Roads
Maintenance of roads and storm water
drainage
Design of Roads and storm water
infrastructure
Approval of roads and storm water designs
Approval of town planning layout designs
Approval
of
roads
infrastructure
construction
Road works quality control
Production
of
road
construction
aggregates
Production of Asphalt premix
Construction of roads and storm water
infrastructure
Processing of trenching permits
LAND
MANAGEMENT
AND
DEVELOPMENT
Land Survey
Execution of title surveys
Resolution of boundary disputes
Processing of cancellations, reframes ,
amendments of approved diagrams and
general plans
Advising on matters relating to the
surveying, registration and transfer of land.
Execution of non-title (lease) survey
6.
Execution of engineering surveys
7.
Execution of topographical tacheometric Mubako R.
surveys for base mapping
8.
Building Plans scrutiny / appraisal
9.
Creation of new properties / stand Rupondo F
numbering
10.
11.
Town planning circulations scrutiny
Tapiwanashe A.
Township mapping (noting and updating
cadastral compilations)
GIS (Utility Infrastructure Mapping)
Mashonga F.M.
.
Notifying CVEM of property transactions)
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
7.
8.
9.
1.
2.
3.
4.
12.
13.
Mashandure
Madanha
Muringani
Munyonga
Zhou
Bowa M.
Rooms 204 Cleveland
House
04-775086
Majena T.
Rooms 202, Cleveland
House
04-775086
Room 203 Cleveland
House
04-775086
Rooms 202 & 203
Cleveland House
04-775086
Rooms 202 & 203
Cleveland House
04-775086
Rooms 208 Cleveland
House
04-775086
Rooms 211A Cleveland
House
04-775086
Rooms 208 & 210 A
Cleveland House
Mupfudze M.
Chikowore K.
46
Public Lighting ZESA
Yard Coventry Road
14.
15.
Preparation of Master Plans
Kasiyamhuru A
Preparation of local plans
City Traffic and Transportation
Planning (CTTP)
City Traffic and Transportation Planning J. Mujegu
(CTTP)
1.
04-775086
315B Cleveland House
04 775084
3rd Floor Room 314
Cleveland House
92 Leopold Takawira
Street , Harare
0773559579
6. CORPORATE SERVICES AND HOUSING
Housing
Mission statement:
To provide affordable housing delivery services, excellent learning environment, social services
and opportunities for economic empowerment.
Sections
1.
2.
3.
4.
Housing Division
District Administration Division
Social Services and Education Division
Parks and Cemeteries Division
Services and Products
1. Planning and Research for Housing Schemes
2. Allocation
3. Management of Housing Cooperative
4. Management of Lease and Purchase agreements
5. Coordination and monitoring of services delivery function in districts
6. Management of Informal Sector Development (Markets and Home Industries)
7. Revenue collection and generation
8. Management of Lease and Purchase agreements
9. Provision of Social Amenities
10. Provision of Education facilities
11. Provision of Social Services
12. Provision of early childhood development facilities
13. Provision of recreational facilities
14. Provision of burial space and crematoria services
15. Provision of leisure facilities
16. Greening and beatification of the City
Contact Persons for Legal Services
47
Contact Person Contact
Number
Housing
1.Planning and Research for N.Gumbo
757518 Mbare
Housing Schemes
2.Allocation
B. Mandizha
777830
3.Management of Cooperative
N. Gumbo
757518
4.Management of Leases and N.Gumbo
757518
agreements
District
1.Coordination and monitoring District Officers
Administration of service delivery functions
2.Management
of
Informal F.Machipisa
777829 Mbare
Sector Development
W. Makananzi
777868 Mbare
3.Revenue Collection
District Officers
Social Services 1.Provision of Social Amenities
C. Mitton
777826 Mbare
2.Provision
of
Education F. Madondo
749555 Mbare
facilities
3.Provision of Social Services
Social Organizers
4.Provision of Early Childhood F.Madondo
749555 Mbare
Development Facilities
N. Mugwagwa
749555
5.Provision
of
recreational F.Madondo
749555 Mbare
facilities
C. Mitton
777826 Mbare
Parks
and 1.Provision of Burial and G. Munetsi
710207 Mbare
Cemeteries
Crematoria Services
2. Provision of Leisure facilities
3. Greening and beautification of
the City
SERVICES LEVEL BENCHMARK
Current
Service Level
Benchmark
Housing
1.Planning and Research for On going
Housing Schemes
2.Allocation
On going
3.Management of Cooperative
On going
4.Management of Leases and On going
agreements
District
1.Coordination and monitoring On going
Administration of service delivery functions
2.Management
of
Informal On going
Sector Development
3.Revenue Collection
On going
Social Services 1.Provision of Social Amenities
On going
2.Provision
of
Education On going
facilities
3.Provision of Social Services
On going
4.Provision of Early Childhood On going
Development Facilities
5.Provision
of
recreational On going
48
Standard/ Desires
Service
level
benchmark
On going
On going
On going
On going
On going
On going
On going
On going
On going
On going
On going
On going
facilities
Parks
and 1.Provision of Burial and On going
Cemeteries
Cemetorial Services
2. Provision of Leisure facilities
On going
3. Greening and beautification of On going
the City
On going
On going
On going
Customer complaints handling system
Section
Housing
Contact Person
Housing Manager
District Administration
Social Services and Education
Parks and Cemeteries
Address
Office
No.
Remembrance Drive
District Manager
Office
No.
Remembrance Drive
Social Service and Education Office
No.
Manager - Education
Remembrance Drive
Social Services
Office
No.
Remembrance Drive
Parks and Cemeteries Manage Office
No.
Remembrance Drive
6
119
DISTRICT ADMINISTRATION
List of District Officers and their stations
1
2
NAME
Mr F.E.K Machipisa
Mr B.T Machengedze
STATION
Head Office
Mufakose
3
Mr. A.Guzha
Glen Norah
4
Mr. S.A Majogo
Mabvuku
5
Mr. E. Bare
Tafara
6
7
Mrs. L. Mandoza
Mr. Hatumwi
Budiriro
Glen View
8
9
Vacant
Mr. W.Z Nhemachena
Hostels
Sunningdale
10
Mrs. B. Mbara
Kuwadzana
11
Mr. S.H Gara
Dzivarasekwa
12
Mr.
W.
Makananzi Mbare
(Acting)
Mr. S. Mupindu
Warren Park
13
49
DIRECT LINE
777829
689026
698027
611471
493521
2932747
491655
491045
690091192
690162
690165
749879
576140
570820
576680
210468
2932708
217040
216118
780184
224952
MOBILE No.
0772 292 964
0773 552 290
0733 975 225
0772 894 931
0712 726 209
0772 481 665
0775 171 357
0772 423 821
0773 869 370
0772 341 425
0776 879 525
0772 428 809
0739 153 785
0772 301 398
0772 352 824
0735 728 806
0772 294 747
077428006
31
31
28
Kambuzuzuma
14
Mr. S.T. Sithole
Borrowdale
Hatcliffe
15
Ms. Mverechena
Mabelreign
16
Mr.F.C.K Machipisa
Marlborough
Greendale
Highlands
17
Vacant
18
Mr. G. Jumburu
Waterfalls
Hatfield
Mt Pleasant
19
Ms. V. Govera
Highfield
210268
224266
226222
2932689
882576
860146
862258
305239
305287
309081
492636
495251
495297
497447
665685/1
2932733
336936
335744
2932735
66245113/3
0712 621 634
0774 325 882
0772 292 964
0772 894 931
0773 303 021
0772 376 187
CORPORATE SERVICES
To provide first class legal services to Council
Mandate/Functions
Provision of legal services to council and its departments
Sections
1. Legal Division
2. Committees Division
Legal Division
1. Reviewing By-laws
2. Drafting and filing Court processes on behalf of Council
3. Instituting Court proceedings on behalf Council
4. Representing council in Courts of Law
5. Providing legal opinions on Court judgments
6. Structuring council external legal practitioners
7. Prompt provision of legal advice to Committees of Council
8. Provision of legal advice to Council departments
9. Provision of legal advice to Council tender Sub Committees
10. Provision of legal advice on negotiation of contracts and Public Private Partnerships on
behalf of council departments
50
11. Development of standards for various categories of contracts for Council
12. Aligning Council policies, procedures, systems and structures with the National
Corporate Governance Framework
Contact Persons for Legal Services
Service
1
2
3
4
5
6
7
8
9
10
11
12
13
Contact
Person
Reviewing By-laws
CU Kandemiiri
Drafting and filing Court processes on behalf of W. Gandanzara
C.
MaungaCouncil
Instituting Court proceedings on behalf of Nkomana
W.Gandanzara
Council
A. Zvoutete
Representing Council in Courts of law
RP Chimhenga
A.Zeure
Provision legal opinions on Court judgments
structuring Councils external legal practitioners W.Chiwawa
Prompt provision of legal advice to Committees
of Council
Provision of legal advice to Council departments
Conveyance
Provision of legal advice to Council tender SubCommittees
Negotiating and drafting contracts and Public
Private Partnership on behalf of Council
Development of standards for various categories
of contracts for Council
Aligning Council policies, procedure, systems
and structures with the National Corporate
Governance Framework
Contact
Number
0712 864 356
0772 421 504
0772 914 120
0772 421 504
0774 051 503
0772 958 685
0772 929 284
0712 510 448
SERVICE LEVEL BENCHMARK
Service
1
2
3
4
5
6
Current Service Level
Standard/Desired
service
level
benchmark
Reviewing By-laws
Eleven (11) by-laws per year
Three (3) by laws
per quarter
Drafting and filing Court Prescribed by Court rules
Prescribed
by
processes on behalf of Council
Court rules.
Instituting Court proceedings Within fourteen (14) days Within seven (7)
on behalf of Council
from receipt of instructions
days from receipt
of instructions
Representing Council in Courts Prescribed by Court Rules
Prescribed
by
of law
Court Rules
Provision legal opinions on Prescribed by Court Rules
Prescribed
Court judgments
Court Rules
Instructuring Council’s external Seven (7) days from date of Five (5) days
51
by
7
8
9
10
11
12
13
legal practitioners
Prompt provision of legal advice
to Committees of Council
Provision of legal advice to
Council departments
Conveyance
receipt
Prompt
Prompt
Seven (7) days from date of Seven (7) days from
receipt
date of receipt
Seven (7) days from date of Five (5) days from
receipt
date of receipt
Provision of legal advice to Prompt
Prompt
Council
tender
SubCommittees
Negotiating
and
drafting Thirty (30) days from date of Twenty-one
(21)
contracts and Public Private receipt
days from date of
Partnership on behalf of
receipt
Council
Development of standards for Thirty (30) days from date of Twenty-one days
various categories of contracts receipt
from
date
of
for Council
receipt.
Aligning
Council
policies, Thirty (30) days
Thirty (30) days
procedure,
systems
and
structures with the National
Corporate
Governance
Framework
If you want to comment or contribute on the level service provision or product quality please
feel free to contact us at your convenience through the following:Complaints Redress Mechanism
Approach the Legal Manager, Room 130, Town House.
Legal Manager will identify the complaint
Legal Manager brief the responsible person
Legal Manager will instruct the responsible person to assist the complaint
Legal Manager will then refer the complaint to the responsible person.
The responsible Officer then debriefs the Legal Manger
If you are dissatisfied with service/product received please contact us as follows:
Formal letter: address your complaint to the Corporate Services and Housing Director
Email messages to [email protected]
Landline telephone calls: General lines 781810-6/ 52577-9/ 753487 (Direct Line)
Visiting in person: Office 130, Town House, J. Nyerere Way, Harare
Committees
The division seeks to provide an effective communication link between the council, its
committees and Departments, the state and the public to ensure prompt and appropriate action
is taken to give effective to all resolutions of Council and all its committees.
Mandate/ Functions
52
Provision of secretarial and administrative services to Council, and committees and subcommittees
Services
1. Preparation and distribution of Agenda, notices, Council and Committee meetings
2. Recording and distribution of minutes of the proceedings of Council and its Committees
3. Provision of effective communication link between Council, its departments (preparing
and distributing schedule of decisions of respective committees and Council meetings)
4. Capacity building for Councillors and development of staff
5. Filing and retrieval of documents
6. Updating Council’s governance documents
7. Disbursing councillors monthly and travelling allowances and arranging for travelling and
accommodation
8. Preparing the Department’s Capital and Revenue Estimate
9. Typing of documents, Agenda and Minutes
10. Duplicating reports, agenda and minutes
11. Delivery of mail and provision of stationery
12. Telephone receipt and transfer of incoming calls
13. Arranging and promoting public participation in local government
Contact Persons for Services
1
Services
Preparation and distribution of Agenda,
notices, Council and Committee
meetings
Person Responsible
C. Banga
L. Masuka
D. Njanina
S.K. Chimbetete
H. Mufema
G. Katsande
L. Chikadza
C. Banga
L. Masuka
D. Njanina
S.K. Chimbetete
H. Mufema
G. Katsande
L. Chikadza
C. Banga
L. Masuka
D. Njanina
S.K. Chimbetete
2
Recording and distribution of minutes of
the proceedings of Council and its
Committees
3
Provision of effective communication
link between Council, its departments
(preparing and distributing schedule of
decisions of respective committees and
Council meetings)
4
Capacity building for Councillors and C. Banga
development of staff
5
Filing and retrieval of documents
6
Updating
documents
Council’s
C. Nharo
s. Mumanyi
governance C. Banga
L. Masuka
53
Contact Numbers
0772 998 178
0773 400 046
0773 782 701
0773 004 937
General lines
781810-6
0772 998 178
0773 400 046
0773 782 701
0773 004 937
General lines
781810-6
0772 998 178
0773 400 046
0773 782 701
0773 004 937
General lines
781810-6
0772 998 178
781810-6
781810-6
0772 998 178
0773 400 046
D. Njanina
S.K. Chimbetete
0773 782 701
0773 004 937
General lines
781810-6
0772 916 251
781810-6
7
Disbursing councillors monthly and S. Mugezi
travelling allowances and arranging for
travelling and accommodation
8
Preparing the Department’s Capital and S. Mugezi
Revenue Estimate
0772 916 251
781810-6
9
Typing of documents, Agendae and R. Tinorwirashe
Minutes
N. Chitewere
781810-6
781810-6
10 Duplicating reports, agenda and minutes
C. Banga
R. Tinorwirashe
S. Magore
11 Delivery of mail and provision of S.Nharo
stationery
C.Banga
0772 998 178
781810-6
0772 998 178
781810-6
12 Telephone receipt and transfer of C. Bope
incoming calls
13 Arranging and promoting public J. Murimi
participation in local government
C. Muchena
781810-6
781810-6
Services
Current Service Level
1
Preparation and distribution Prepare the agenda 9 days before
of Agenda, notices, Council date of dispatch. Type and
and Committee meetings
duplicate in 1 day. Dispatch 7
days before the meeting 24 hrs
before the meeting for special
meeting
2
Recording and distribution
of
minutes
of
the
proceedings of Council and
its Committees
3
Provision
of
effective Dispatch action slip in one day
communication
link after the final set of minutes.
between
Council,
its Action
slips
for
Record proceedings of meetings
instantaneously. Prepare manual
draft minutes in 1 and half days.
Type the minutes in 1 day. Edit
the minutes in one and half days.
54
Standard
Level
Benchmark
Prepare the agenda 9
days before date of
dispatch. Type and
duplicate in 1 day.
Dispatch 7 days
before the meeting
24 hrs before the
meeting for special
meeting
Record proceedings
of meetings, type the
minutes, edit minutes
and have final copy 3
days
after
the
meeting.
Dispatch action slip
in one day after the
final set of minutes.
departments (preparing and
distributing schedule of
decisions of respective
committees and Council
meetings)
recommendations 1 day after
Council. Summary of decision 1
day after the meeting. Initial
follow up 14 days after dispatch
of action slip
4
Capacity
building
Councillors
development of staff
5
Filing and
documents
6
Updating
Council’s Quarterly
governance documents
7
Disbursing
councillors Arranging
travel
and 7 days from date of
monthly
and
travelling accommodation 7days from date departure
allowances and arranging of departure
for
travelling
and
accommodation
8
Preparing the Department’s Annually (on going)
Capital
and
Revenue
Estimate
retrieval
for Induction course for Councillors
and two weeks of swearing in.
Capacity building workshops for
Councillors at least 2 per year. 1
staff refresher course per year
Action
slips
for
recommendations 1
day after Council.
Summary of decision
1 day after the
meeting. Initial follow
up 14 days after
dispatch of action
slip
Induction course for
Councillors within 2
weeks
from
department. Capacity
building workshop 2
per year.
Classification
and
indexing
upon
receipt
of
correspondence.
Filing 1 day Retrieval
of documents 15
minutes
dispatch/delivery of
outgoing mail, half
Quarterly
of Classification and indexing upon
receipt of correspondence. Filing
1 day Retrieval of documents 15
minutes dispatch/delivery of
outgoing mail, half a day
Annually (ongoing)
9
Typing
of
documents, Typing agenda 1 day
1 day
Agenda and Minutes
Typing minutes 2days
2 days
Written
enquiries
to
be Prompt
acknowledged in 48 hrs and
substantive responses 7 days
after acknowledgement
10 Duplicating reports, agenda 1 day
1 day
and minutes
11 Delivery of mail and Delivery of mail 1 day
provision of stationery
12 Telephone receipt and Instant response to telephone Instant
response
transfer of incoming calls
enquiries. To address the within 24 hrs
55
problem within 24 hours
13 Arranging and promoting Quarterly meeting
public participation in local
government
Quarterly meeting
Customer Complaints Handling System
Approach the Acting Committees Manager Office 115, Town House
Acting Committees Manager will identify the complaint
Acting Committees Manager will instruct the responsible person to assist the complaint
If you are dissatisfied with service/ product received, please contact us as follows:
Formal letter – All correspondence to be addressed to Corporate Services and Housing
Director, Town House, Julius Nyerere Way/ Speke Avenue, P.O Box 990, Harare
E-mail messages: [email protected]
Landline telephone calls 781810-6/ 752577-9
Visiting in person: Office 115, Town House
7. Finance Department
Sections
1. Revenue collection and billing
2. Financial Controlling and Reporting
3. Management Accounting
REVENUE COLLECTION
1. Rates and clearance
2. Billing Queries
3. Receipt of payment
4. Meter reading
5. Delivery of Statements (Bills)
6. Attending of written complaints
7. Attending of telephone complaints
8. Email acknowledgements
9. Debt Collection
FINANCIAL CONTROLLING AND REPORTING
1. Payment of salaries
2. ZIMRA and NSSA statutory returns
3. Other statutory returns
4. Payment of supplier creditors
5. Payment of service creditors
6. Audited accounts
7. Finance advice
8. Cash flow management
MANAGEMENT ACCOUNTS
1. Stakeholders consultations
2. Budget preparation
56
3. Budget approval, implementation and monitoring
4. Raising of capital finance
REVENUE COLLECTION
Service and Products Contact Persons
1
Service
Products
Rates clearance
2
Billing corrections
Internal
Mr. Issah
3
Reception of
Payments
Public
Mrs. Kanda
4
Meter Readings
Public
Mr. Marufu
5
Bill Printing
internal
Tavaziva
6
Attending to written
complaints/ queries
Attending to
telephone queries/
complaints
Email
acknowledgements/
queries
Business licenses
creation of accounts
Debt collection
Public
Mr. Mwango
Public
Mr. Mango
Public
Mrs. Mahiya
Rowan Martin
04753000
Building
Public
Ms Muzavavi
Building
Public
Mr. Nheya
Rowan Martin
04753000
Rowan Martin
04753000
7
8
9
10
and Internal/public Person
Responsible
Public
Mr. Mtero
Contact Number and
Office/Location
Rowan Martin Building
04753000
04753000
04753000
Rowan Martin
04753000
Rowan Martin
04753000
Rowan Martin
04753000
Rowan Martin
04753000
Building
Building
Building
Building
Building
SERVICE AND PRODUCTS CONTACT PERSON
MANAGEMENT ACCOUNTING SECTION
Service and Products
Person responsible
1
Stakeholder consultations
Tendai Kwenda
and
Stanely
2
Budget preparation
Ndemera
3
Budget approval implementation and
monitoring
4
Raising of capital finance
REVENUE COLLECTION
SERVICE
AND
PRODUCTS
1
Rates Clearance
2
Billing queries
Current
Service
level benchmark
5 days
15minutes
57
Contact Number
0772 258 195
0731 251 195
04 774 139
04 773 574
0772 292 050
Standard
/
desired
service level benchmark
2days of formal request
5minutes
3
4
Receipt of Payment
Meter reading
7minutes
25 days or more
5
6
Delivery of Bills
Attending to written complaints
14 days
30days
7
Attending to telephone
complaints
Email acknowledgements
Debt collection
immediate
8
9
7 days
60 days reminders
90 days final demand
120 days litigation
3minutes
22
working
days
to
complete cycle
10 days
Acknowledge
48hrs,
response 14days
immediate
Acknowledge within 2days
30 to 90 days
60 days reminders,
90 days final demand
120 days litigation
Task 5: Section Customer Complaints Handling System
If you are dissatisfied with service/ product received, please contact us as follows:
Formal letter – Mr. T Kwenda , A/Finance Director , Rowan Martin Building ,P O Box 1680
Harare
Mr. R Makwembere 0712 860 748 or 04 753001
Mr. T Kwenda 0772 258 195/ 0731 258 195 or 04 774139
Mr. S Ndemera 0772 292 050 or 04 773574
E-mail messages :
[email protected]
[email protected]
[email protected]
58
Annex 1: Guiding Legislation
1. Constitution of Zimbabwe
2. Urban Council s Act (Chapter 29:15)
3. Regional, Town and Country Planning Act (Chapter 29:12)
4. Labour Act (Chapter 28;01)
5. Prevention of Corruption Act (Chapter 9;16)
6. Water Act (Chapter 20;24)
7. Public Health Act (Chapter 15;09)
8. Health Services Act (chapter 15;16)
9. Education Act (Chapter 25;04)
10. Procurement Act (Chapter 22;14)
11. Model Building by laws
12. Housing and Building Act (Chapter 22;07)
13. Housing Standards Control Act (Chapter 29;08)
14. Environmental Management Act (Chapter 20;27)
15. Roads Act (Chapter 13;18)
16. Valuers Act ,1996 (N0 5 of 1996)
17. Civil Protection Act (Chapter 10;06)
18. Burial and Cremation Act (Chapter 5;03)
19. Architects Act (Chapter 27;01)
20. Health Professions Act (Chapter 27;19)
21. Urban Development Corporation Act
22. Audit Office Act (Chapter 22;18)
23. Shop Licenses Act (Chapter 14;17)
24. ZINWA Act (Chapter 20;25)
25. Civil Aviation Act (Chapter 13;16)
26. Municipal Traffic Laws Enforcement act (Chapter 29;10)
27. Public Finance Management Act (Chapter 22:19)
28. Services Levy (repeal) Act 1979 (No 36 of 1979)
29. Names( Alterations) Act (Chapter 10;14)
30. Urban Areas ( Omnibus Services) Act ( Chapter 29;14)
31. Local Authorities Employees (Pension Schemes) Act (Chapter 29;09)
32. Provincial Councils and Administration Act (Chapter 29;11)
33. Finance Act (Chapter 23;04)
34. National Social Security Authority Act Chapter 17;04)
35. Liquor Act (chapter 14;12)
36. Commuter Omnibus Act (Chapter 29;14)
37. Cemeteries Act (Chapter 5;04)
38. Official Secrecy Act (Chapter 11;09)
59

Service Delivery Charter

Transcription

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