All Communications to Be Addressed to the Chief Executive Officer

NORTON TOWN COUNCIL

ALL COMMUNICATIONS TO BE ADDRESSED TO THE CHIEF EXECUTIVE OFFICER

208 Galloway RoadPhone:+263 062 2226/7/8

P. Bag 904 Fax:+263 062 2219

Norton, ZimbabweEmail:

CLIENTS CHARTER FOR NORTON TOWN COUNCIL

1. Preamble

Norton Town Council is an urban local authority established by S. I. 75 of 1994 and is situated 40km West of Harare with a population of 67 591 people as of 2012 Census exercise . It has five departments namely Central Administration, Treasury, Housing, Engineering and Health Services. The council is made up of 13 wards represented by each Councillor.

This Client Charter was developed through consultations with stakeholders {employees, ratepayers, Norton business community, schools, Norton fraternal, and so on}, brainstorming by councillors, management and employees.

The Clients Charter defines:-

• the roles and expectations of Council and its stakeholders
• fostering of trust and cooperation between Council and its stakeholders{clients}
• protection of rights of clients through service delivery
• protection of interest of Council as anurban local authority

1. Vision

A clean, safe, healthy and prosperous municipality by 2018

1. Mission

To provide sustainable development and quality services to our clients at economic costs in partnership with all stakeholders.

1. Mandate

Our mandate is derived from the Constitution of the Republic of Zimbabwe, Urban Councils Act Chapter 29:15, Public Finance Management Act, Environmental Management Act,Public Health Act, and Regional & Town Planning Act

1. Core Values

1. Accountability
2. Inclusivity
3. Integrity
4. Innovative
5. Transparency

1. Departments in the Organisation and their Core Functions

• Central Administration: - administration of the overall Council functions
• Treasury: - providing financial managementservices to Council
• Housing: - provision of residential, business accommodation and social services
• Engineering: - to foster infrastructural development and maintenance thereof
• Health Services: - to provide preventative and curative health services

1. Clients

Internal: - employees, councillors

External: - residents and ratepayers, Government, development partners, private developers, youths, disabled, orphans, elderly, and prospective home seekers.

1. Service Commitments and Standards/What to expect from the Organisation

• Good corporate governance with stakeholder participation and interaction with the Council
• Transparent management of Council resources

As Council, our service standards describe the level of service excellence we aim to deliver.

When we serve you, we will do the following:-

Treasury Department

Service
Commitment / Quality / Quantity / Timeliness / Cost
Property Billing / In terms of Council Financial Regulations / 18 000units / By the 15th of every month
Bill Enquiry / Accurate, treat you with courtesy, respect and fairly / Within 5minutes
Receipting / In terms of Council Financial Regulations / To serve you within 5minutes
Debt Control / In terms of Council Financial Regulations / Monthly, quarterly and annually
Disbursements/ Payments / Service emergencies are treated with high priorities.
In terms of Council Financial Regulations / Within 30days after delivery
Financial Statement / In terms of Urban Councils Act Chapter 29:15 and PFMA / 50copies per month / By the 10th of every month
Budget / In terms of Urban Councils Act Chapter 29:15 and PFMA / 50copies / By the 31st of October of every year
Audited Final Accounts / In terms of Urban Councils Act Chapter 29:15 and PFMA / 50copies / Within 120days after the end of the financial year
Payroll services / In terms of Council Financial Regulations and General Conditions of service / By the 25th of every month
ICT Services / Accurate and transparent / Real time / Online or within 3hours
CENTRAL ADMINISTRATION
Service Commitment / Quality / Quantity / Timeliness / Cost
Facilitate policy making process / The policy should be legal and in line with the Constitution and other relevant legislation.
The policy should be ethical, moral, attainable and economical / Six committees normally convene once per month times a year, that is once a month.
Council sits 12 times a year, which is once per month. / The duration of meetings should be a maximum of one and half hours / Councillors` allowances, meals, manpower (overtime) hours, tonner and bond.
Production of minutes / The minutes should be accurate, legible and lasts longer:-
-printed on bond paper
-Back-up on computers.
-minute books and should be kept under key and lock. / 100 rims of bond paper
-Number of minutes convened / The minutes should be out within 5 working days after meetings. / Man hours, bond paper, tonner
Systematic management of records / -Sound and proper filling. / Outgoing and incoming mails. / Retrieval time should be a minimum of 10 minutes / Manpower of people working in that section.
-cost of stationery
Protection of interests of the Council and Community by enforcement of law and order. / Adherence to the state legislation and by-laws. / Strategically positioned properties should be manned.
Un-strategically positioned properties should be regularly under surveillance / 24/7 / Wage bill of the security section.
-cost of running the vehicle.
Monitor and report on compliance /adherence to laid down Council policies and procedures and statutory provisions. / Accuracy,
Professionalism
Evidence and in accordance with International Audit Standards. / Monthly audit reports / The report should be out within 10 working days. / Figure on budget for audit section.
Human resources management. / Human resources policy
-Labour Act
Norton Town Council code of conduct. / Acknowledge within 24 hours and response in 14 working days. / Man hours
-Salaries
-Stationery
Regulation of trading activities / In line with Trading Licence Act.
HEALTH SERVCIES DEPARTMENT
To provide health care services / As defined by the Medical services standard operation procedures, Medical and nursing guidelines and Ministry Of Health And Child Care Circulars. Confidentiality.
Health Professions (Registration Of Health Institutions) Regulations, 1995. / 100 per month Norton hospital admissions, 2000 per month Norton hospital out-patients, 3000 per month Norton Hospital Opportunistic Infection Clinic patients. 3000 per Katanga Utano Clinic out-patients, 1000 per month Katanga Utano Clinic Opportunistic Infection Clinic patients. / Patient to be served within 15 minutes after approaching the health institution. / Man hours
Bandages
Stationery
Record books
Treatment reagents
Anti-Retro-Viral therapy drugs
$45-00 per patient
To maternity care services / As defined by the Medical services standard operation procedures, Medical and nursing guidelines and Ministry Of Health And Child Care Circulars. Confidentiality.
Health Professions (Registration Of Health Institutions) Regulations, 1995.
Aseptic, comfortable, timeously attended and safe deliveries. / 250 maternity admissions per month. 1030 initial and subsequent maternal visits. / Patient to be served within 15 minutes after approaching the health institution. / Man hours
Gloves
Cotton wool
Detergents
Lighting and heating provisions
Syringes
Food
Vaccines
Disinfectants
Environmental Health
To facilitate control of infectious diseases especially tuberculosis / TB treatment manuals
Doctor’s instructions
Legible reports. Up-to date reports and registers. / 25 patients per month served / Patient to be registered within 15 minutes after approaching the environmental health offices. / Stationery
Man-hours
Registers
$1-50 per patient
To facilitate control of enteric diseases / Public Health Act Chapter 15:09.
Public Health (Food Handlers Medical Examination Order, 1994). Norton Town Council (Public Health) By-laws, 2011.. / All reported or recorded cases. To control enteric disease outbreaks. 25 food handlers’ certificates processed per month / Check health records 3 times per week.
Follow-up 10 minutes after report for formidable diarrheal diseases. Food-handlers certificates applicant to be served with 15 minutes and certificate to be produced within 7 days after application. / Transport
Man-hours
Stationery
$20-00 per person
To facilitate business premises licensing / Shop Licences Act Norton Town Council (Licensed Premises) By-law, 2011.
Norton Town Council (Trading) By-laws, 2012.
Liquor Act / 55 business premises inspections per month / Inspection to be done within 1 week after application. / Transport
Man hours
Sationery
$20-00
To reduce public health nuisances / Public Health Act Chapter 15:09.
Norton Town Council (Public Health) By-laws, 2011.
Confidentiality upheld.
Just.
Evidence based judgement. / Attending to 15 complaints and nuisances. / Initial response to a complaint or detected nuisance within 48 hours / Stationery
Transport
Man-hours
$15-00
To prevent water borne diseases / WHO guidelines on water quality monitoring.
SAZ guidelines on water quality monitoring.
Public Health Act Chapter 15:09.
Water Act. / At least 7 sample per session / One session per month / Testing reagents
Man-hours
Transport
$15 -00 per testing session
Pharmacy
To ensure drug dispensing to patients / As per prescription.
Understandable advise or education on drug use.
Ward Tray Refurbishment Standard Operation Procedure. Ministry Of Health And Child Care guidelines. / As per patient requirements.
Work stock provision to wards as per Dr or Nurse’s request / Within 20 minutes after prescription for pharmacy server hatch.
As per demand for ward tray.
Ward tray to be refurnished daily. / Cost of drugs plus 15%
Man hours
Stationery
Packaging
Transport
E-services
Telephone services
Room lighting
Laboratory services
To do medical laboratory diagnosis to patient / Medical laboratory standard operation procedures.
Truthful.
Scientific.
Fast.
Ethical.
Not painful Truthful.
Scientific.
Fast.
Ethical.
Not painful / HIV tests-5 per day.
Sputum TB tests-7 per day.
Urinalysis -I per day.
FBC-8 per day.
Syphillis test-2 per day.
Pregnancy tests-5 per day.
Malaria test
Herpatis screening-once per month. / As per request by Doctor or Nurse.
Within 15 minutes after reference. / Testing kits
Man-hours
Stationery
Gloves
Laboratory reagent.
$10-00 to $20-00 per test.
Health Information
Maintaining and availing health information records / Accurate
Legible
Truthful
Official secrecy upheld.
As per instruction from the Medical Officer Of Health.
Relevant
Timeous.
. District checklist.
Ministry Of Health And Child Care guidelines / As per client demands
. / Out-patients to be received within 20 minutes of coming to hospital.
Monthly report sent to district. Birth records provided within 10 minutes upon request. Disease trend reported immediately upon discovering outbreak trend. / Man hours
E-service costs
Cards
Stationery
Kitchen
To provide safe and nutritious food to admitted patients / Balanced diet.
Delicious. / To satisfy the admitted patients / Four times per day:

1. Breakfast
2. Lunch
3. Super
4. Dinner

/ Food
Man-hours
$15-00 per patient per day
Engineering Services Department
Water loss reduction / 10 leakages per month / 30 minutes to react
Address within 24 hrs / Determined by nature of fault
New water /sewer connection / Model building bylaws
ZIE standards
Water Act / 15 connections per month water
5 connections per month sewer / 5 working days / $60 domestic
$500 industry/commercial
Borehole faults / Water Act / 21 boreholes / Within 24 hours / Determined by nature of fault
Maintenance of water / sewer reticulation system / According to design requirements / 180km water
200km sewer / Periodic / Determined by nature of work
Adequate and safe Water supply / SAZ standards
Water Act / 150l/p/d / 24hrs/day / Council tariff bands
Maintenance of council properties, and equipment / SAZ, ZIE,IEE, building by laws / All properties and equipment / 24hrs/day / Determined by nature of work
Road maintenance / According to MOT regulations 20km earth / 60km tarred
80km gravel / Within 24 hours / Determined by nature of work
Collection of waste water / EMA Act / 4 Ml/day / 24hrs/day / Council Tariff
Attendance to Sewer blockages / EMA Act / 93 per month / 30 min to react
Redress Within 24hrs / Determined by nature of work
Septic tank clearing / EMA Act / Determined by demand / Within 24hrs / Council tariff
Liquid waste treatment / EMA Act / 4Ml/day / 24hrs/day / Council Tariffs
Development control / RTCP Act
Urban councils Act
RTA Act
Land survey Act
Model building by laws.
Planning design manual / Respond within 48hours / Determined by nature of work
Servicing of new stands / Design manuals
MOT standards / Determined by amount of work required to be done before allocation / Nature of work
Council fleet and equipment management / Service manuals
IAE / All council vehicles and equipment / Daily / Depends on nature of work
Public lighting / IEE standards
Electricity act / 21 tower lights
1light/50m road length / 24hrs/day / Depends on nature of work
HOUSING DEPARTMENT
To Provide serviced stands / Fully serviced stands (road networks, water, public lighting, and proper sewer).
Council by laws,
Council resolution
Urban councils Act
National housing policy,
Town planning regulations / 500 high density
1000 low density stands
60 commercial stands / Land acquisition (8-10 months)
Tachometric survey (1 month)
Layout preparation(4 months)
Cadastral survey (1 month)
Servicing (5 months) / Commercial
Residential
Industrial’ (cost varies with location and type of stands and soil)
Amenities
To provide and maintain existing parks / Environmental management Act
Council By laws / 5 / Every working day and evaluation every fortnight / Tools, seedlings, water, protective clothing.
To provide and maintain existing parks / Daily basis
To control the growth of vegetation and maintain cleanness’ within the town ‘s environment / Public health Act
MDG7
Environmental Management Act
Council By Laws / 13wards / Tractor
protective clothing, tools, milk
previously how much was spend/ cost per square metre
To provide and maintain Norton cemetery / Constitution
Cemetery Act
Urban Councils Act / graves
16 adults
6 children/month / Within an hour the grave should provided / adults
section A 40
section B 20
children
section 20 section 10
To read the water meter and distribute water statement / 300 houses and 300 statements / Daily / no residents
x 2
To provide vendor markets to the informal sector / Council by laws
Urban Councils Act / 20 / weekly / meter reading gadgets, disconnection tools, land
Social welfare
To promote sport from grassroots level for the physically challenged and able bodied. / Constitution of Zimbabwe,
Youth policy
Constitution of Zimbabwe / 10 soccer teams
8 netball teams
6 volleyball
1 table tennis swimming
lawn tennis / Daily basis / Balls; nets, maintenance
To reduce new HIV infection through awareness raising to the Norton community / HIV and AIDS policy
HIV and AIDS Workplace policy
MDG6 / 20 males
15 females / weekly / Condoms,
To reduce poverty through women empowerment / Gender policy
MDG1 & 3 / 1Group / weekly / Facilitation fees,
Prizes,
To improve access to educational facilities within the Norton Community / Education Act
Town planning provision
Building plans / 1 school for every 500 houses,
At least 800m from home to school / annual / Land
Survey
layout
To provide appropriateness
services to all the disadvantaged groups / Disability Act
Constitution / 5 groups / Weekly
To empower youth through peer education & IGPs / 2 groups
(in &out of school) / weekly
To provide general education to the community on identified issues/problems / Youth policy
MDG1, MGD6
Constitution of Zimbabwe / monthly

1. Obligations and Rights

In line with the fundamental human and freedom rights as enshrined in the Constitution of the Republic of Zimbabwe Section 48 and 77, Council is expected to provide public services that include water, sewer reticulation systems, refuse collection, amenities, road works, and pubic lighting and health services to the Norton community.

The Norton community as our stakeholders are expected to fund council services through payment of bills and provides feedback on status with regards to the provision of services by Council

1. Review of Clients Charter

This Client Charter to be reviewed at the end of the year soon after budget consultations or earlier, should need arise. Revision of client charter will involve all stakeholders the same way we conduct budget consultative meetings.

1. Feedback/How to contact the Organisation

• Feedback is through emails, website, direct and mobile phone calls, suggestion box, letters, attaching questionnaires to monthly bills, regular consultative meetings, ward councillors, or personal visit to council offices.
• Regular meetings with stakeholders, press, circulars, council noticeboards, community champions.

1. Contact Addresses

Provide both postal and physical addresses. Ensure the physical location has proper signage.

Contact Address :

Chief Executive Officer/ Town Engineer/Director of Housing/ Medical Officer of Health

Norton Town Council

208 Galloway Road

Norton

Zimbabwe

Tel: 062- 2226/7/8/2210

Email:- ///

Website:

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