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SERVICOM charters are the operational day-to-day implementation of SERVICOM: They are in place by 1 July 2004 and every Government Department is expected to display one. They are the basis for:
- Customers’ expectations of quality Service Delivery
• Simplicity: A Charter is to be written in simple, straightforward and plain language that both the Staff and the Customers will understand.
• Realism: It should be realistic and achievable, promising only what can be delivered. Do not promise what you cannot provide or deliver in your Charter.
• Contents: A Charter should constitute some features, which when put together makes up the Charter as reflected below:
D. Details of Customers
F. Service Delivery
G. Monitoring and Publishing
H. Grievance Redress Mechanism
A. Existing Limitations
• Constraints or circumstances beyond the control of the service provider which seriously limit performance in the short term
• Its inclusion may be necessary to dampen unrealistic expectations and it also acts as a spur to those in a position to influence the situation. It is optional to include these limitations in a charter and it is a mailer of judgment as to whether inclusion is likely to be beneficial or to have a negative effect.
• Train members of Staff about their roll and responsibility in the implementation of the Charter
• Delegate powers appropriately to members of Staff, to enable them discharge their responsibilities with the degree of efficiency, effectiveness and timeliness.
Once a Charter has been published, the service provider has no excuse but to provide an improved and qualitative service.