George Municipality Client Services Charter Overview
GEORGE
MUNICIPALITY
Client Services Charter
Kliëntedienshandves
UMqulu waMalungelo eeNkonzo zaBaxumi
Summary
In responding to the challenges presented by the legacy of the past and having to rise to the
legitimate demands of citizens to be treated as customers as opposed to mere users of public
services, government has passed a body of enabling legislation, known as the Regulatory Framework
(Public Service Management Framework).
Public Service exists to serve the needs of the people. All citizens have the right to expect high
quality public services which meet their needs. It serves to transform attitudes and culture of the
public service from a “can’t do” rules bound mindset to a “can and will do” from “knowing” to
“doing”
A Service Delivery Charter is a statement of commitment that a department/municipality or
component makes towards service delivery and it is derived from the following pieces of legislations
amongst others:
The South African Constitution, Act No, 108 of 1996
The Promotion of Administrative Justice Act, No, 3 of 2000
The Promotion of Access to Information Act, No. 2 0f 2000
The Public Service Act, No. 103 of 1994
The Public Service Regulations of 2001
The Municipal Systems Act
The Batho Pele Handbook
A Service Charter stipulates the level and quality of services to be provided, including the introduction of new
services to previously marginalized service beneficiaries who were denied access to information and services.
The main purpose of this Service Charter is to improve awareness of the availability and quality of the services
offered by the Municipality. The Charter also provides guidance to service beneficiaries to claim their existing
rights.
Mission (Reviewed)
“ A city for a
sustainable future”
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“Live out values, work smart, act like owners, and be the brand”
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“For all
the Citizens of George : To deliver affordable quality
services; To develop and grow George; To keep George Safe,
Clean and Green; To ensure good governance and human capital
in George; and To participate in George”
Organizational Values
Create equal opportunities; Compassion; Sustainability; Good
Governance and Integrity; Innovative & Entrepreneurial Solutions
Office Hours
Our offices are open to the public Monday – Friday at 07:45 – 16:30,
while we have
officials on stand-by duty for weekend services and on
public holidays.
Our Organizational Structure
To render best services to our service beneficiaries (customers) we have
organized ourselves into t
he following
administrative structure :
The
Office
of the Municipal Manager
Directorate : Civil Engineering Services
Directorate : Community Services
Directorate
:
Corporate Service
Directorate : Electro Technical Services
Directorate : Financial Services
Directorate : Human Settlements
Directorate : Planning and Development
Directorate : Protection Services
Core Functions
OFFICE OF MUNICIPAL MANAGER
Administrative Leadership
Legal Services
Internal Audit
Communications
Risk Management
Core Functions
DIRECTORATE : ELECTRO-TECHNICAL SERVICES
Administration
Street & Traffic Lights
Pump Station Maintenance
Mechanical Services
Prepayment Meter Management
HV & LV Distribution
Metering and Data Communication & Integration
Planning & Design
Vegetation Control
Electrical Reticulation
Core Functions
DIRECTORATE : ELECTRO-TECHNICAL SERVICES
COMPLAINTS (Office Hours)
Tel : 044 801 9222/ 044 801 9202 / 044 801 9258
(Faulty streetlights; power outages; faulty prepaid meters,
etc.)
AFTER HOURS
Tel : 044 801 6300
Core Functions
DIRECTORATE : FINANCE
Financial Management
Revenue Management
Expenditure & Supply Chain Management
(SCM)
Information Technology (IT)
Core Functions
DIRECTORATE : FINANCE
SECTION : INCOME / REVENUE
Meter readings
Monthly Billing of Accounts
Prepaid Electricity Sales
Valuations
Dealing with Account Queries
Manage (Finance) Call Centre
Client Services (Accounts)
Collection of Revenue
Credit Control and Debt Collection
Manage Indigent Funds
DIRECTORATE : FINANCE
OFFICE HOURS
SECTION : INCOME
Finance offices - Open to the public :
08:00 – 16:30
Cashiers open to the public :
08:00 – 16:00
Call Centre (Office Hours)
044 801 9004 / 044 801 9009 / 044 801 9017
Telephone Numbers (After Hours):
072 874 2544
Core Functions
DIRECTORATE : PROTECTION SERVICES
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Core Functions
DIRECTORATE : COMMUNITY SERVICES
ENVIRONMENTAL SERVICES
:
Waste Management
solid
waste, house refuse, building rubble and garden waste:
Landfill site and transfer station management, cleaning of
residential areas & public toilets, Environmental Health:
air and noise pollution, Private overgrown sites, nuisance,
PARKS & GARDENS
: Maintenance of parks and public
spaces, tree management, Graveyards , river banks and
beaches, alien vegetation management.
SPORT DEVELOPMENT :
Development of sport fields,
facilitation of sport activities.
Core Functions
DIRECTORATE : COMMUNITY SERVICES
SOCIAL DEVELOPMENT:
Poverty alleviation, food gardens,
soup kitchens, youth Development, Gender & disability,
HIV and AID support, Crèches and social support;
LIBRARY SERVICES :
Educational programs, library
services, computer training.
DIRECTORATE : PROTECTION SERVICES
EMERGENCY NUMBERS
EMERGENCY SERVICES
044 801 6380
FIRE SERVICES
044 801 6360 / 6300
TRAFFIC SERVICES
044 878 2400
LAW ENFORCEMENT
044 801 6350
Core Functions
DIRECTORATE : CORPORATE SERVICES
SUB - DIRECTORATE :
ADMINISTRATION SERVICES
Committee Services
Auxiliary Services (Halls, hall bookings, etc.)
Customer Care Services
Records Management (Registry ; Messenger & Driver)
Telecommunication Services (Internal & External; Switchboard)
Provide translation services at meetings of council,
administration and preparation of minutes and agendas
Thusong Service Centre Management
Core Functions
DIRECTORATE : CORPORATE SERVICE
SECTION : COMMITTEE SERVICES
Support Administration function to Council and its Committees
Compile Council and Committee Agendas
Distribute Council and Committee Agendas
Keep attendance registers at meetings of Council and its
Committees safe
Record minutes of Council and its Committees
Render IsiXhosa translation services
Advertise meetings of Council and its Committees
Applications :
Street Collections ; Posters and Banners ; Loud hailing
Core Functions
DIRECTORATE : CORPORATE SERVICE
SECTION : CUSTOMER CARE
Deal with Complaints and Enquiries from communities
Report and refer complaints to relevant Directorates and
Sector (government) Departments
Respond to complaints and enquiries from communities
Act as a link between Council and communities
Assist all Directorates with public participation processes
Assist ward councillor and ward committee with
administrative and operational functions
Core Functions
DIRECTORATE : CORPORATE SERVICES
SECTION : AUXILIARY SERVICES
To provide an effective
auxiliary services
that include
hall bookings, cleaning and proper preparation of
halls for hiring purposes;
•
Provide
cleaning services
- Offices of Councillors and
Staff
•
Provide minor maintenance services to municipal
buildings
Core Functions
DIRECTORATE : FINANCIAL SERVICES
SECTION : INFORMATION TECHNOLOGY
Provide Information Technology Services to both Council and Officials
Manage, Develop and implement IT Policy
Manage the ICT Department – staff, network infrastructure, servers,
workstations and database
Manage the implementation of an IT strategy in consultation with
Directorates
Provide leadership in the design, development, implementation and
support of appropriate systems for Directorates.
Provide leadership in the procurement of IT solutions and Capital Projects
Manage Client Relations and Support ; Performance of IT staff ; consultants
during implementation of IT solutions
Manage and implement IT contracts and Service Level Agreements
between IT unit and its internal users and external service providers
Develop and implement Service Delivery and Budget Implementation Plan
as well as the operational plan for the IT unit
Core Functions
DIRECTORATE : FINANCIAL SERVICES
SECTION : INFORMATION TECHNOLOGY (Cont..)
Monitor expenditure against budget in terms of legislation and council
Analyse and compile reports on the effectiveness of IT environment and make
recommendations
Comply with policies and procedures relating to child protection, health, safety,
welfare, security, confidentiality and data protection, reporting any concerns to the
appropriate person
Responsible for regular maintenance programme and resolving failures in hardware
and software and ensuring appropriate “housekeeping” tasks are implemented
Produce audits and reports on ICT use and costs; demonstrate best value in
provision of products and services
Monitor the use of hardware and software and ensure all software is licenced
Manage security parameters and ensuring virus checks are implemented
Manage and develop upgrades to the company’s telephone system.
Core Functions
DIRECTORATE : CORPORATE SERVICES
Section :
Records Management & Telecommunications
•
To provide effective
registry,
driver and messenger services
throughout the entire
Municipality.
•
To rationalise and systemise the flows of documentation from and to registry
throughout the municipality, by bringing the operations of the municipality in line
with what is required from the Provincial Archives and Records Service of the
Western Cape Act no.3 of 2005 and to ensure the smooth operation of an
electronic document system.
•
To provide effective
Paper Base and Electronic Records Management
Practice
throughout the Municipality.
•
To administer the
PAIA process
and to ensure that application is dealt within the
prescribe time frame as indicated in the Act
•
To ensure effective
telecommunications
throughout the entire municipality and the
accurate management of accounts through the management system. Attend to all
technical faults and report to service provider within the minimum of time.
Core Functions
DIRECTORATE : CORPORATE SERVICES
SECTION : THUSONG SERVICE CENTRES
(THEMBALETHU & WABOOMSKRAAL)
Ensure access to Government, Social and Administrative Services, eg SASSA, Dept Labour,
Home Affairs, NGO, NPO, Post Office, etc.
Ensure access to Office Services eg. Computer, Internet, Fax, Copy, Phone, Printing, Postal
Services, ect.
Ensure access to Educational and Development Services eg. ICT Training, Adult Basic Education
and Further Training, etc.
Access to Local Economic Development Service eg. Small Business Advice, Support and
Development LED Unit, etc.
Access to Information and Communication eg Government, Private Sector, Municipal, etc.
Contact Details :
Waboomskraal Thusong Centre : 044 886 0040
Thembalathu Thusoong Centre : 044 801 9421 / 044 801 9448
Core Functions
DIRECTORATE : CORPORATE SERVICES
HUMAN RESOURCE MANAGEMENT
Recruitment and Selection Management
Manage Employee Assistance Programme
Occupational Health & Safety Management
Training & Development Management
Task and Post Evaluation Management
Labour Relations Management
Service & Fringe Benefits Management
Core Functions
DIRECTORATE : CIVIL ENGINEERING SERVICES
SECTION : ROAD SERVICES & STORMWATER
Road Repairs & Road surface repairs
Gravel road maintenance
Paved road repairs (concrete pavers)
Sidewalk maintenance
Road signage and marking maintenance
Reseal of roads & Rebuilding of roads
Storm water pipeline maintenance (pipe replacement)
Maintenance of storm water pipe lines & structures
Road kerb/channel maintenance
Core Functions
DIRECTORATE : CIVIL ENGINEERING SERVICES
SECTION :WATER and WASTEWATER SERVICES
Water networks and rehabilitation
Sewer networks and rehabilitation
Water Purification and Provision
Waste water treatment and effluent
Core Functions
DIRECTORATE : CIVIL ENGINEERING SERVICES
SECTION: PMU, PLANNING & TECHNICAL SUPPORT
SERVICES
PLANNING AND PROJECT MANAGEMENT
Master Plans
Capital Projects
Land development
Traffic Engineering
GIS
ADMINISTRATION & SUPPORT
Core Functions
DIRECTORATE : CIVIL ENGINEERING SERVICES
CUSTOMER SERVICES (complaints)
Open to the public :
08:00 – 16:30
Call Centre (Office Hours)
044 801 9262 / 044 801 9266
Call Centre (After Hours)
044 801 6300
Incoming calls, logging complaints, appropriate complaint allocation, follow up, feedback, site
specific inspection and resolution where required
Service levels ( depending on nature of complaint)
- water and sanitation : varies between 1 – 7 days
- roads and stormwater: varies mainly between 1 -14 days
Core Functions
DIRECTORATE : HUMAN SETTLEMENTS
Manage building of subsidised and affordable housing
Formalising of informal settlements
Provision of serviced sites in informal settlements – formalised
and non-formalised programmes
Maintenance of basic services
Provision of temporary shelters
Manage transfer of properties
Administration of housing database
Manage the prevention of settlement growth and land
invasions
Core Functions
DIRECTORATE : HUMAN SETTLEMENTS
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1.
Write reports/items relative to rental and social housing matters / transfer of
properties.
2.
Liaise with visitors and general public and address queries
3.
Maintain and update registers of property transactions and hiring
4.
Arrange for the maintenance of all hired property
5.
Facilitate workshops to provide communities with information and advice with
regard to the standard rules and procedures (housing consumer education)
6.
Dealing with legal matters as and when required
7.
Adjust standard procedures regarding property transactions
8.
Management of Human Settlements’ property portfolio including rental housing
stock
9.
Handle transfers (project linked subsidies) and the sale
of council property per
public tender
10.
Administer housing and flat applications
11.
Administer the respective housing waiting lists and update Housing demand
database
Core Functions
DIRECTORATE : PLANNING & DEVELOPMENT
Planning
Integrated Development Plan (IDP)
Local Economic Development (LED)
Tourism
Transport
Rural Development
Core Functions
DIRECTORATE : PLANNING & DEVELOPMENT
Land Use Management
Planning Compliance and Law Enforcement
Spatial Planning & Policies
Development Facilitation
Environmental Facilitation
Environmental Management
Heritage Resource Management
GIS & Development Information
C
ore Functions
DIRECTORATE : HUMAN SETTLEMENTS
SECTION : HOUSING ADMINISTRATION
Emergency Housing
Immediately - As soon as all the necessary documentation
is received a copy of the front page (with our date stamp
on) is handed to the applicant as proof of the application.
General Enquiries
Enquiries at the office or telephonically are dealt with
immediately.
Written enquiries - Acknowledgement of receipt is done
immediately. Enquiries are handled within seven (7) days.
Core Functions
DIRECTORATE : HUMAN SETTLEMENTS
Western Cape Housing Demand Database:
The Provincial Government: Western Cape provided municipalities with the
WCHDDB (Western Cape Housing Demand Database). All applications of George
Municipality have been captured on this credible electronic database.
Applications are processed immediately on receipt in the presence of
applicant(s). The applicant(s) receive a card as proof of application on which the
unique reference number as well as the date of registration are indicated.
All application forms and relevant documentation are scanned onto the
Collaborator system and is therefore electronically available with the click of a
button.
“Take the Housing Offices to the Community”
Help Desks where Housing Officials are present to address the enquiries / complaints
from the community on housing related issues are arranged at community meetings,
Imbizo’s and Jamborees. Apart from addressing housing related queries/complaints, it
also provides opportunities to apply / update information on the Housing Demand
Database.
Core Functions
DIRECTORATE : HUMAN SETTLEMENTS
Title Deed Restoration Project
The Title Restoration Project was initiated by the National
Department of Human Settlements in an attempt to
address the historic backlog in the transfer of ownership
to the approved beneficiaries of government housing
subsidies from 1994 to 2010.
The Sections Existing Housing and New Housing are
committed to finalising these historic transfers and to
conclude this project in the least time possible.
Our Service Beneficiaries
We commit ourselves to be of service to
all
our clients /
members of
communities within the
GEORGE
MUNICIPAL boundary
Our Commitment
We are committed to respect the rights of our service beneficiaries through
implementation of the following Batho Pele Principles :
Our Commitment
We are committed to respect the rights of our service beneficiaries through
implementation of Batho Pele Principles as follows:
Our Commitment
We are committed to respect the rights of our service beneficiaries through
implementation of Batho Pele Principles as follows:
Statement of Service Commitment:
We are committed to provide high quality of services that are responsive to our
service beneficiaries and uphold the principles of Batho Pele; this is what the public
should expect from us:
Treat service beneficiaries with courtesy and consideration at all times
Telephone calls
will be answered
promptly
Identify ourselves when answering calls
Respond to correspondence within
21
working days
When you come to see us, we will attend you within 5 minutes if you had an
appointment, and within 15 minutes if you do not have an appointment
If a responsible person is not available to assist you, you will be given details of
when will he/she be available and where possible another official will be
assigned to assist you
We aim to deal with your complaints promptly, politely and fairly
In the event of us not meeting the set criteria, an explanation will be given to
you
Service Beneficiaries’ Rights
Our service beneficiaries have the right to quality, sustainable,
effective and efficient services from the municipality, especially in the
following:
We will treat you with respect
Provide prompt and effective services
Be fair and reasonable
Be courteous at all times
Provide clear and accurate information
Redress and apologize for lapse in
service delivery
Your Obligation As Service
Beneficiaries
Service delivery is a two-way process. We
expect you to be courteous,
civil and
respect the dignity and integrity of the
officials you interact with.
We expect that you will properly utilize
services rendered to you and pay for
services accordingly.
Code of Conduct
Staff members of the municipality must at all times:
Loyally execute the lawful policies of the municipality
Perform the functions of the office in good faith, diligence, honesty and in a
transparent manner
Act in the best interest of the municipality in such a way that the credibility and
integrity of the municipality are not compromised
Act impartially and treat all people, including staff members equally without
favour or prejudice
Serve the public in an unbiased and impartial manner in order to create public
confidence for the Municipality
Be polite, helpful in dealing with the service beneficiaries
Treat with respect service beneficiaries who are entitled to receive high
standards of services at all times
Does not unfairly discriminate against any member of the public on account of
race, gender and creed.
Does not abuse his/her position to promote or prejudice the interests of any
political party or interest group
Respect and protect every person’s dignity and his/her rights as contained in
the constitution
Our Service Standards
We undertake to provide services of high quality; in this regard we aim to:
•
Ensure that all
municipal employees
wear their name tags
•
Ensure that all municipal officials
be formally dressed and be presentable
•
Ensure that complaints raised by the public shall be treated as confidential
•
Respond
to all queries within 15 working days
•
Process applications within 30 working days
•
Deal with written requests within 21 working days
•
Pay our creditors within 30 working days
SERVICE STANDARDS
DIRECTORATE : ELECTRO - TECHNICAL SERVICES
Areas Black Out = 0 – 3 hours
Cut Trees Line = 30 days (depending on amount of trees)
Faulty Cable = (HV 5 days, depending on contractor availability / LV = 1 day)
No Electricity = 0 – 3 hours (depending on fault type)
Faulty Ripple = 1 day
Robots Off = same day
Inspections = 3 days
Street Lights Off = 5 days
Faulty Prepaid Meter = 1 day
Kiosks = 5 days
Meter Tamper = 1 day
Municipal Buildings = 5 days
Substations ; Pump Stations = 1 day
Faulty Ready Boards = 7 days
Ward Committee Complaint = 2 days
SERVICE STANDARDS
DIRECTORATE : CIVIL ENGINEERING SERVICES
STREETS
Contact : 044 - 801 9265
Grading of gravel roads (14 days)
Potholes (5 days)
Soil erosion (30 days)
Uneven roads (14 days)
Wet erven caused by storm water (1 day)
Road paintings, missing road signs/street names (7days)
Side walk repair/gravel (30 days)
SERVICE STANDARDS
DIRECTORATE : CIVIL ENGINEERING SERVICES
STORM WATER
Contact : 044 - 801 9269
Broken storm water manholes & lids (5 days)
Blocked storm water drains (5 days)
Repair broken driveway entrance (30 days)
INDUSTRIAL EFFLUENT & STORM WATER INGRESS
Dead animals in manhole (1 day)
Sewer smells (2 days)
Contact : 044 801 9347
SEWER REMOVAL TANKS (5 days)
Contact : 044 – 801 9261
SERVICE STANDARDS
DIRECTORATE : CIVIL ENGINEERING SERVICES
NETWORK (SEWER) BLOCKAGES
Sewer Blockages (2 days)
Broken sewer pipes : mainline (7 days)
Broken sewer pipes : connections (5 days)
Broken sewer manhole incl cover (2 days)
Sewer blockages : Private (1 day)
After Hours Blockages : Mainline (1 day)
Sewer removal : Tanks (5 days)
Contact : 044 801 9261
SERVICE STANDARDS
DIRECTORATE : CIVIL ENGINEERING SERVICES
WATER NETWORKS
Water leakages : Connections (5 days)
Water meter leakages (1 day)
Faulty stopcocks (5 days)
Faulty water meters (5 days)
Water leakages : Main Line (1 day)
Water pipe burst (2 days)
Water network : poor pressure (10 days)
Water quality (1 day)
Water deliveries ( 7 days)
Valve & Fire Hydrant Leakages (1 day)
Contact : 044 801 9266 / 044 801 9262/ 044 801 9495
SERVICE STANDARDS
DIRECTORATE : PROTECTION SERVICES
Ensure appointments for learner / drivers licences within 2 weeks of booking
Access to information with regards to: queries/appointments
availability/drivers licence renewals & Prdp's
Immediate action towards queries
Renewal of drivers licence within 1 hour
Ensure appointments within 1 month for drivers/learners testing Ensure Re-
test within 2 weeks. (if applicant failed)
Registration of motor vehicles within 2 hours
Respond to fires – immediately
The pro-active provision of general fire safety guidance and assistance
The rescue, saving of lives and the protection of property from a fire or
any other threatening danger.
Preventing the outbreak or spread of fire.
The fighting and extinguishing of fire.
SERVICE STANDARDS
DIRECTORATE : COMMUNITY SERVICES
Daily removing of refuse heaps in residential areas
Clearing of overgrown municipal sites done on a daily
basis by a municipal team. Private overgrown sites are
cleared by private contractors.
Developing and implementing effective community-
based projects and programs that address social needs of
the Broader George and it’s surrounding areas, including
the District Management Area
Respond to queries regarding health, refuse, parks,
library, social, etc. within 7 days
SERVICE STANDARDS
DIRECTORATE : FINANCE
SECTION : INCOME
Reaction Time on Queries = 10 days
Resolve Account Queries = 21 days
Response on Written Queries = 10 days
Open an Account = 2 days
Issue of Clearance Certificate = 5 days
Issue of Valuation Certificate = 15 minutes
Process Monthly Accounts = monthly
Reading of Meters = 30 day cycle
Valuation of Properties = 3 months
Approve Indigent Applications = 10 days
Arrangement to pay arrears = 30min
Disconnection of Services = 24hrs
Reconnection of Services = 24hrs
Review policies = annually
Block & unblock prepaid services = 24 hrs
SERVICE STANDARDS
DIRECTORATE : CORPORATE SERVICES
Respond to Complaints / Enquiries within ten (10)
working days
Fill vacant posts within three (3) months;
Conclude disciplinary hearings within two (2) months
after matter has been reported;
Compile minutes within four (4) working days after
meetings of Council/Committees
Distribute agendas three (3) days prior to meetings of
Council
Compile and finalize instruction sheets within 15 working
days after meetings of Council for distribution to the
Office of the Municipal Manager
How Can You Help Us Serve You Better
You can help us by:
Providing us with accurate and relevant information
Treating our staff with courtesy and respect
Complying with what is required of you by the law
Providing us with feedback on our services
Providing us information where we have not met your requirements
Informing us when we do not meet your expectations
We welcome suggestions and comments
Providing clear details of relevant facts, persons and dates when you made a
complaint
Complaints should be made to the person you have been dealing with (or that
person’s
supervisor) or sent to our mailing address
Telling us if you have special needs
Letting
us know if you need an interpreter to access services
Attending scheduled meetings punctually
Providing us with changes in your circumstances in two days
Responding to requests for information accurately and thoroughly
Abiding to all legal requirements and other obligations
WHERE CAN WE BE FOUND
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Contact Details : Area Offices
Blanco : 044 901 9104
Conville : 044 801 9261
Pacaltsdorp : 044 803 9286
Rosemoor : 044 801 9379
Thembalethu : 044 801 9448
Touwsranten : 044 803 9280
Manager : Client Services (044 801 9104)
Office Hours : 07:45 – 16:30
CONTACT DETAILS
SKAKELBORD
(Amptelike Ure)
044 - 801 9111
NA-URE
044 - 801 6300
MOTORLISENSIES
044 - 801 9310
WETSTOEPASSING
044 - 801 6315
VERKEER
(GEORGE)
044 - 801 9276
(PACALTSDORP)
044 - 878 2400
SIVIEL EN TEGNIESEDIENSTE
044 - 801 9266
ELEKTRISITEIT
044 - 874 3917
BOUBEHEER
044 - 801 9370
SAALBESPREKINGS
044 - 801 9115
BEPLANNING & BEHUISING
044 - 801 9385
OMGEWINGSAKE
044 - 802 2900
UNIONDALE
HAARLEM
BIBLIOTEEK (YORKSTRAAT)
Tha
nk You!!!
Responding to the challenges of the past, George Municipality has developed a Service Delivery Charter based on enabling legislation. The Charter ensures high-quality public services, outlines rights of citizens, and aims to improve service awareness and accessibility. The organization's mission focuses on sustainability and citizen welfare, guided by values of equality, compassion, sustainability, good governance, and innovation. With structured office hours and core functions, George Municipality is committed to serving its citizens effectively.
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Presentation Transcript
GEORGE MUNICIPALITY Client Services Charter Kli ntedienshandves UMqulu waMalungelo eeNkonzo zaBaxumi
Summary In responding to the challenges presented by the legacy of the past and having to rise to the legitimate demands of citizens to be treated as customers as opposed to mere users of public services, government has passed a body of enabling legislation, known as the Regulatory Framework (Public Service Management Framework). Public Service exists to serve the needs of the people. All citizens have the right to expect high quality public services which meet their needs. It serves to transform attitudes and culture of the public service from a can tdo rules bound mindset to a can and will do from knowing to doing A Service Delivery Charter is a statement of commitment that a department/municipality or component makes towards service delivery and it is derived from the following pieces of legislations amongst others: The South African Constitution, Act No, 108 of 1996 The Promotion of Administrative Justice Act, No, 3 of 2000 The Promotion of Access to Information Act, No. 2 0f 2000 The Public Service Act, No. 103 of 1994 The Public Service Regulations of 2001 The Municipal Systems Act The Batho Pele Handbook A Service Charter stipulates the level and quality of services to be provided, including the introduction of new services to previously marginalized service beneficiaries who were denied access to information and services. The main purpose of this Service Charter is to improve awareness of the availability and quality of the services offered by the Municipality. The Charter also provides guidance to service beneficiaries to claim their existing rights.
Mission (Reviewed) A city for asustainable future Vision Vision Live out values, work smart, act like owners, and be the brand Mission Statement Statement Mission For all the Citizens of George : To deliver affordable quality services; To develop and grow George; To keep George Safe, Clean and Green; To ensure good governance and human capital in George; and To participate in George Organizational Values Create equal opportunities; Compassion; Sustainability; Good Governance and Integrity; Innovative & Entrepreneurial Solutions
Office Hours Our offices are open to the public Monday Friday at 07:45 16:30, while we have officials on stand-by duty for weekend services and on public holidays. Our Organizational Structure To render best services to our service beneficiaries (customers) we have organized ourselves into the following administrative structure : The Office of the Municipal Manager Directorate : Civil Engineering Services Directorate : Community Services Directorate : Corporate Service Directorate : Electro Technical Services Directorate : Financial Services Directorate : Human Settlements Directorate : Planning and Development Directorate : Protection Services
Core Functions OFFICE OF MUNICIPAL MANAGER Administrative Leadership Legal Services Internal Audit Communications Risk Management
Core Functions DIRECTORATE : ELECTRO-TECHNICAL SERVICES Administration Street & Traffic Lights Pump Station Maintenance Mechanical Services Prepayment Meter Management HV & LV Distribution Metering and Data Communication & Integration Planning & Design Vegetation Control Electrical Reticulation
Core Functions DIRECTORATE : ELECTRO-TECHNICAL SERVICES COMPLAINTS (Office Hours) Tel : 044 801 9222/ 044 801 9202 / 044 801 9258 (Faulty streetlights; power outages; faulty prepaid meters, etc.) AFTER HOURS Tel : 044 801 6300
Core Functions DIRECTORATE : FINANCE Financial Management Revenue Management Expenditure & Supply Chain Management (SCM) Information Technology (IT)
Core Functions DIRECTORATE : FINANCE SECTION : INCOME / REVENUE Meter readings Monthly Billing of Accounts Prepaid Electricity Sales Valuations Dealing with Account Queries Manage (Finance) Call Centre Client Services (Accounts) Collection of Revenue Credit Control and Debt Collection Manage Indigent Funds
DIRECTORATE : FINANCE OFFICE HOURS SECTION : INCOME Finance offices - Open to the public : 08:00 16:30 Cashiers open to the public : 08:00 16:00 Call Centre (Office Hours) 044 801 9004 / 044 801 9009 / 044 801 9017 Telephone Numbers (After Hours): 072 874 2544
Core Functions DIRECTORATE : PROTECTION SERVICES TRAFFIC & LAW ENFORCEMENT: Traffic law enforcement, driver licenses, vehicle registration, traffic fines admin, administration, permits; LAW ENFORCEMENT : Municipal by-law enforcement, hawker management, CCTV cameras for safety; community safety and Security services management. EMERGENCY & MAINTENANCE: Fire fighting & disaster management, PUBLIC TRANSPORT AND PLANNING FLEET MANAGEMENT
Core Functions DIRECTORATE : COMMUNITY SERVICES ENVIRONMENTAL SERVICES:Waste Managementsolid waste, house refuse, building rubble and garden waste: Landfill site and transfer station management, cleaning of residential areas & public toilets, Environmental Health: air and noise pollution, Private overgrown sites, nuisance, PARKS & GARDENS: Maintenance of parks and public spaces, tree management, Graveyards , river banks and beaches, alien vegetation management. SPORT DEVELOPMENT : Development of sport fields, facilitation of sport activities.
Core Functions DIRECTORATE : COMMUNITY SERVICES SOCIAL DEVELOPMENT: Poverty alleviation, food gardens, soup kitchens, youth Development, Gender & disability, HIV and AID support, Cr ches and social support; LIBRARY SERVICES : Educational programs, library services, computer training.
DIRECTORATE : PROTECTION SERVICES EMERGENCY NUMBERS EMERGENCY SERVICES FIRE SERVICES TRAFFIC SERVICES LAW ENFORCEMENT 044 801 6380 044 801 6360 / 6300 044 878 2400 044 801 6350
Core Functions DIRECTORATE : CORPORATE SERVICES SUB - DIRECTORATE : ADMINISTRATION SERVICES Committee Services Auxiliary Services (Halls, hall bookings, etc.) Customer Care Services Records Management (Registry ; Messenger & Driver) Telecommunication Services (Internal & External; Switchboard) Provide translation services at meetings of council, administration and preparation of minutes and agendas Thusong Service Centre Management
Core Functions DIRECTORATE : CORPORATE SERVICE SECTION : COMMITTEE SERVICES Support Administration function to Council and its Committees Compile Council and Committee Agendas Distribute Council and Committee Agendas Keep attendance registers at meetings of Council and its Committees safe Record minutes of Council and its Committees Render IsiXhosa translation services Advertise meetings of Council and its Committees Applications : Street Collections ; Posters and Banners ; Loud hailing
Core Functions DIRECTORATE : CORPORATE SERVICE SECTION : CUSTOMER CARE Deal with Complaints and Enquiries from communities Report and refer complaints to relevant Directorates and Sector (government) Departments Respond to complaints and enquiries from communities Act as a link between Council and communities Assist all Directorates with public participation processes Assist ward councillor and ward committee with administrative and operational functions
Core Functions DIRECTORATE : CORPORATE SERVICES SECTION : AUXILIARY SERVICES To provide an effective auxiliary services that include hall bookings, cleaning and proper preparation of halls for hiring purposes; Provide cleaning services - Offices of Councillors and Staff Provide minor maintenance services to municipal buildings
Core Functions DIRECTORATE : FINANCIAL SERVICES SECTION : INFORMATION TECHNOLOGY Provide Information Technology Services to both Council and Officials Manage, Develop and implement IT Policy Manage the ICT Department staff, network infrastructure, servers, workstations and database Manage the implementation of an IT strategy in consultation with Directorates Provide leadership in the design, development, implementation and support of appropriate systems for Directorates. Provide leadership in the procurement of IT solutions and Capital Projects Manage Client Relations and Support ; Performance of IT staff ; consultants during implementation of IT solutions Manage and implement IT contracts and Service Level Agreements between IT unit and its internal users and external service providers Develop and implement Service Delivery and Budget Implementation Plan as well as the operational plan for the IT unit
Core Functions DIRECTORATE : FINANCIAL SERVICES SECTION : INFORMATION TECHNOLOGY (Cont..) Monitor expenditure against budget in terms of legislation and council Analyse and compile reports on the effectiveness of IT environment and make recommendations Comply with policies and procedures relating to child protection, health, safety, welfare, security, confidentiality and data protection, reporting any concerns to the appropriate person Responsible for regular maintenance programme and resolving failures in hardware and software and ensuring appropriate housekeeping tasks are implemented Produce audits and reports on ICT use and costs; demonstrate best value in provision of products and services Monitor the use of hardware and software and ensure all software is licenced Manage security parameters and ensuring virus checks are implemented Manage and develop upgrades to the company s telephone system.
Core Functions DIRECTORATE : CORPORATE SERVICES Section : Records Management & Telecommunications To provide effective registry,driver and messenger services throughout the entire Municipality. To rationalise and systemise the flows of documentation from and to registry throughout the municipality, by bringing the operations of the municipality in line with what is required from the Provincial Archives and Records Service of the Western Cape Act no.3 of 2005 and to ensure the smooth operation of an electronic document system. To provide effective Paper Base and Electronic Records Management Practice throughout the Municipality. To administer the PAIA process and to ensure that application is dealt within the prescribe time frame as indicated in the Act To ensure effective telecommunications throughout the entire municipality and the accurate management of accounts through the management system. Attend to all technical faults and report to service provider within the minimum of time.
Core Functions DIRECTORATE : CORPORATE SERVICES SECTION : THUSONG SERVICE CENTRES (THEMBALETHU & WABOOMSKRAAL) Ensure access to Government, Social and Administrative Services, eg SASSA, Dept Labour, Home Affairs, NGO, NPO, Post Office, etc. Ensure access to Office Services eg. Computer, Internet, Fax, Copy, Phone, Printing, Postal Services, ect. Ensure access to Educational and Development Services eg. ICT Training, Adult Basic Education and Further Training, etc. Access to Local Economic Development Service eg. Small Business Advice, Support and Development LED Unit, etc. Access to Information and Communication eg Government, Private Sector, Municipal, etc. Contact Details : Waboomskraal Thusong Centre : 044 886 0040 Thembalathu Thusoong Centre : 044 801 9421 / 044 801 9448
Core Functions DIRECTORATE : CORPORATE SERVICES HUMAN RESOURCE MANAGEMENT Recruitment and Selection Management Manage Employee Assistance Programme Occupational Health & Safety Management Training & Development Management Task and Post Evaluation Management Labour Relations Management Service & Fringe Benefits Management
Core Functions DIRECTORATE : CIVIL ENGINEERING SERVICES SECTION : ROAD SERVICES & STORMWATER Road Repairs & Road surface repairs Gravel road maintenance Paved road repairs (concrete pavers) Sidewalk maintenance Road signage and marking maintenance Reseal of roads & Rebuilding of roads Storm water pipeline maintenance (pipe replacement) Maintenance of storm water pipe lines & structures Road kerb/channel maintenance
Core Functions DIRECTORATE : CIVIL ENGINEERING SERVICES SECTION :WATER and WASTEWATER SERVICES Water networks and rehabilitation Sewer networks and rehabilitation Water Purification and Provision Waste water treatment and effluent
Core Functions DIRECTORATE : CIVIL ENGINEERING SERVICES SECTION: PMU, PLANNING & TECHNICAL SUPPORT SERVICES PLANNING AND PROJECT MANAGEMENT Master Plans Capital Projects Land development Traffic Engineering GIS ADMINISTRATION & SUPPORT
Core Functions DIRECTORATE : CIVIL ENGINEERING SERVICES CUSTOMER SERVICES (complaints) Open to the public : 08:00 16:30 Call Centre (Office Hours) 044 801 9262 / 044 801 9266 Call Centre (After Hours) 044 801 6300 Incoming calls, logging complaints, appropriate complaint allocation, follow up, feedback, site specific inspection and resolution where required Service levels ( depending on nature of complaint) - water and sanitation : varies between 1 7 days - roads and stormwater: varies mainly between 1 -14 days
Core Functions DIRECTORATE : HUMAN SETTLEMENTS Manage building of subsidised and affordable housing Formalising of informal settlements Provision of serviced sites in informal settlements formalised and non-formalised programmes Maintenance of basic services Provision of temporary shelters Manage transfer of properties Administration of housing database Manage the prevention of settlement growth and land invasions
Core Functions DIRECTORATE : HUMAN SETTLEMENTS Existing Housing: 1. Write reports/items relative to rental and social housing matters / transfer of properties. 2. Liaise with visitors and general public and address queries 3. Maintain and update registers of property transactions and hiring 4. Arrange for the maintenance of all hired property 5. Facilitate workshops to provide communities with information and advice with regard to the standard rules and procedures (housing consumer education) 6. Dealing with legal matters as and when required 7. Adjust standard procedures regarding property transactions 8. Management of Human Settlements property portfolio including rental housing stock 9. Handle transfers (project linked subsidies) and the sale of council property per public tender 10. Administer housing and flat applications 11. Administer the respective housing waiting lists and update Housing demand database
Core Functions DIRECTORATE : PLANNING & DEVELOPMENT Planning Integrated Development Plan (IDP) Local Economic Development (LED) Tourism Transport Rural Development
Core Functions DIRECTORATE : PLANNING & DEVELOPMENT Land Use Management Planning Compliance and Law Enforcement Spatial Planning & Policies Development Facilitation Environmental Facilitation Environmental Management Heritage Resource Management GIS & Development Information
Core Functions DIRECTORATE : HUMAN SETTLEMENTS SECTION : HOUSING ADMINISTRATION Emergency Housing Immediately - As soon as all the necessary documentation is received a copy of the front page (with our date stamp on) is handed to the applicant as proof of the application. General Enquiries Enquiries at the office or telephonically are dealt with immediately. Written enquiries - Acknowledgement of receipt is done immediately. Enquiries are handled within seven (7) days.
Core Functions DIRECTORATE : HUMAN SETTLEMENTS Western Cape Housing Demand Database: The Provincial Government: Western Cape provided municipalities with the WCHDDB (Western Cape Housing Demand Database). All applications of George Municipality have been captured on this credible electronic database. Applications are processed immediately on receipt in the presence of applicant(s). The applicant(s) receive a card as proof of application on which the unique reference number as well as the date of registration are indicated. All application forms and relevant documentation are scanned onto the Collaborator system and is therefore electronically available with the click of a button. Take the Housing Offices to the Community Help Desks where Housing Officials are present to address the enquiries / complaints from the community on housing related issues are arranged at community meetings, Imbizo s and Jamborees. Apart from addressing housing related queries/complaints, it also provides opportunities to apply / update information on the Housing Demand Database.
Core Functions DIRECTORATE : HUMAN SETTLEMENTS Title Deed Restoration Project The Title Restoration Project was initiated by the National Department of Human Settlements in an attempt to address the historic backlog in the transfer of ownership to the approved beneficiaries of government housing subsidies from 1994 to 2010. The Sections Existing Housing and New Housing are committed to finalising these historic transfers and to conclude this project in the least time possible.
Our Service Beneficiaries We commit ourselves to be of service to all our clients / members of communities within the GEORGE MUNICIPAL boundary
Our Commitment We are committed to respect the rights of our service beneficiaries through implementation of the following Batho Pele Principles : Principle Service - At least twice a year we shall consult with all our stakeholders and communities through public participation meetings (Izimbizo s, Ward Committees, Feedback meetings, etc.) - We shall at all times have questionnaires and suggestion boxes at our main office and unit offices to enable our service beneficiaries to continuously evaluate our services - Consultation Our consultation methods shall consider the geographical location of our citizens, language and living standards - Results of our consultation shall be made public through our own publications and independent local publications and shall be extensively published within council and administration for staff members and councilors to be aware of how our services are perceived - Both Councillors and Officials We will wear their name tags at all times - Courtesy We will be neatly dressed and well presented at all times - Citizens shall be treated with courtesy and consideration at all times
Our Commitment We are committed to respect the rights of our service beneficiaries through implementation of Batho Pele Principles as follows: Principle Service - We will wear our name tags at all times - We will be neatly dressed and well presented at all times Courtesy - Citizens shall be treated with courtesy and consideration at all times - All people shall have equal access to the services to which they are entitled - All our offices shall have clear signage, clean and comfortable Access - All our buildings shall be accessible to all including to people with physical challenges - - Value for money We will provide public services cost effectively and efficiently We will be transparent at all times on how the municipality functions Openness Transparency and - Our IDP and Budget processes shall be open to the public
Our Commitment We are committed to respect the rights of our service beneficiaries through implementation of Batho Pele Principles as follows: Principle Service - Information We shall at all times give full and accurate information to our citizens through news letters, Izimbizos, media, website and annual reports - We shall at all times, where possible, use the language the intended audience understand - Redress Where we have committed mistakes, we will take responsibility, apologize and take corrective measures Setting Standards - We will ensure that we maintain the high level and quality of services as enshrined in our service standards
Statement of Service Commitment: We are committed to provide high quality of services that are responsive to our service beneficiaries and uphold the principles of Batho Pele; this is what the public should expect from us: Treat service beneficiaries with courtesy and consideration at all times Telephone calls will be answered promptly Identify ourselves when answering calls Respond to correspondence within 21 working days When you come to see us, we will attend you within 5 minutes if you had an appointment, and within 15 minutes if you do not have an appointment If a responsible person is not available to assist you, you will be given details of when will he/she be available and where possible another official will be assigned to assist you We aim to deal with your complaints promptly, politely and fairly In the event of us not meeting the set criteria, an explanation will be given to you
Service Beneficiaries Rights Our service beneficiaries have the right to quality, sustainable, effective and efficient services from the municipality, especially in the following: We will treat you with respect Provide prompt and effective services Be fair and reasonable Be courteous at all times Provide clear and accurate information Redress and apologize for lapse in service delivery
Your Beneficiaries Obligation As Service Service delivery is a two-way process. We expect you to be courteous, civil and respect the dignity and integrity of the officials you interact with. We expect that you will properly utilize services rendered to you and pay for services accordingly.
Code of Conduct Staff members of the municipality must at all times: Loyally execute the lawful policies of the municipality Perform the functions of the office in good faith, diligence, honesty and in a transparent manner Act in the best interest of the municipality in such a way that the credibility and integrity of the municipality are not compromised Act impartially and treat all people, including staff members equally without favour or prejudice Serve the public in an unbiased and impartial manner in order to create public confidence for the Municipality Be polite, helpful in dealing with the service beneficiaries Treat with respect service beneficiaries who are entitled to receive high standards of services at all times Does not unfairly discriminate against any member of the public on account of race, gender and creed. Does not abuse his/her position to promote or prejudice the interests of any political party or interest group Respect and protect every person s dignity and his/her rights as contained in the constitution
Our Service Standards We undertake to provide services of high quality; in this regard we aim to: Ensure that all municipal employees wear their name tags Ensure that all municipal officials be formally dressed and be presentable Ensure that complaints raised by the public shall be treated as confidential Respond to all queries within 15 working days Process applications within 30 working days Deal with written requests within 21 working days Pay our creditors within 30 working days
SERVICE STANDARDS DIRECTORATE : ELECTRO - TECHNICAL SERVICES Areas Black Out = 0 3 hours Cut Trees Line = 30 days (depending on amount of trees) Faulty Cable = (HV 5 days, depending on contractor availability / LV = 1 day) No Electricity = 0 3 hours (depending on fault type) Faulty Ripple = 1 day Robots Off = same day Inspections = 3 days Street Lights Off = 5 days Faulty Prepaid Meter = 1 day Kiosks = 5 days Meter Tamper = 1 day Municipal Buildings = 5 days Substations ; Pump Stations = 1 day Faulty Ready Boards = 7 days Ward Committee Complaint = 2 days
SERVICE STANDARDS DIRECTORATE : CIVIL ENGINEERING SERVICES STREETS Grading of gravel roads (14 days) Potholes (5 days) Soil erosion (30 days) Uneven roads (14 days) Wet erven caused by storm water (1 day) Road paintings, missing road signs/street names (7days) Side walk repair/gravel (30 days) Contact : 044 - 801 9265
SERVICE STANDARDS DIRECTORATE : CIVIL ENGINEERING SERVICES STORM WATER Contact : 044 - 801 9269 Broken storm water manholes & lids (5 days) Blocked storm water drains (5 days) Repair broken driveway entrance (30 days) INDUSTRIAL EFFLUENT & STORM WATER INGRESS Dead animals in manhole (1 day) Sewer smells (2 days) Contact : 044 801 9347 SEWER REMOVAL TANKS (5 days) Contact : 044 801 9261
SERVICE STANDARDS DIRECTORATE : CIVIL ENGINEERING SERVICES NETWORK (SEWER) BLOCKAGES Sewer Blockages (2 days) Broken sewer pipes : mainline (7 days) Broken sewer pipes : connections (5 days) Broken sewer manhole incl cover (2 days) Sewer blockages : Private (1 day) After Hours Blockages : Mainline (1 day) Sewer removal : Tanks (5 days) Contact : 044 801 9261
SERVICE STANDARDS DIRECTORATE : CIVIL ENGINEERING SERVICES WATER NETWORKS Water leakages : Connections (5 days) Water meter leakages (1 day) Faulty stopcocks (5 days) Faulty water meters (5 days) Water leakages : Main Line (1 day) Water pipe burst (2 days) Water network : poor pressure (10 days) Water quality (1 day) Water deliveries ( 7 days) Valve & Fire Hydrant Leakages (1 day) Contact : 044 801 9266 / 044 801 9262/ 044 801 9495
SERVICE STANDARDS DIRECTORATE : PROTECTION SERVICES Ensure appointments for learner / drivers licences within 2 weeks of booking Access to information with regards to: queries/appointments availability/drivers licence renewals & Prdp's Immediate action towards queries Renewal of drivers licence within 1 hour Ensure appointments within 1 month for drivers/learners testing Ensure Re- test within 2 weeks. (if applicant failed) Registration of motor vehicles within 2 hours Respond to fires immediately The pro-active provision of general fire safety guidance and assistance The rescue, saving of lives and the protection of property from a fire or any other threatening danger. Preventing the outbreak or spread of fire. The fighting and extinguishing of fire.
SERVICE STANDARDS DIRECTORATE : COMMUNITY SERVICES Daily removing of refuse heaps in residential areas Clearing of overgrown municipal sites done on a daily basis by a municipal team. Private overgrown sites are cleared by private contractors. Developing and implementing effective community- based projects and programs that address social needs of the Broader George and it s surrounding areas, including the District Management Area Respond to queries regarding health, refuse, parks, library, social, etc. within 7 days
