DEPARTMENT OF TECHNICAL SERVICES

DEPARTMENT OF TECHNICAL SERVICES SERVICE DELIVERY CHARTER 2014/201 A municipality that cares for its community, creating growth and opportunity!

TABLE OF CONTENTS Preface 3 Foreword 4 Who we are Our Team 6 Our Vision 7 Our Mission 7 Our Value System 7 Batho Pele 8 Our Customers, Stakeholders & Partners 8 Services We Provide 9 Customer Care Management 10 Service Delivery Standards 11 How can you help us? 18 Internal & External Review of our Performance 18 Feedback on our Services 18 Our Pledge 19 2

PREFACE We are committed to serving the public, protecting the vulnerable and supporting our burgeoning communities UNDERSTANDING MUNICIPAL SYSTEMS Municipalities have inherited a legacy of legislative dictums which have excluded the public in decision making. Today, municipalities incorporate an Integrated Development Process (IDP) which offers public participation and allows the community to provide inputs concerning the governance they require as well as the expenditure of municipalities. This makes the process of infrastructure and procurement planning a transparent and accessible medium with the public. The Witzenberg Municipality Technical Services Department strives to offer value for money services to the public that address the areas of waste removal, sanitation, streets, drainage, electricity, town planning, water, sewerage management and building control. Technical Services acts as our greatest liaison with the public and thus this document aims to outline our commitment and parameters towards servicing the public. 3

FOREWORD I have pleasure in presenting the Service Delivery Charter for the Technical Department. This Charter states our goals, aims and commitments to you our customers in delivery of services. It is one of the measures that we have developed to make our department more user friendly, effective and responsive to the needs of all users regardless of race, gender, social or economic standing. It is a way of demonstrating our commitment to creating an environment characterised by a culture of service excellence. The Charter provides basic information about our departmental systems and procedures and follows the following basic outline: * It outlines the minimum generic standards of service and performance you can expect from the department. * It indicates time frames for the realisation of each service. * It sets out the component service standards in respect of each core function. As the Department of Technical Services we commit ourselves to render services that serve the needs and expectations of the recipients in respect of quality. In the context of service delivery we need to provide our clients with service specifications so that they may boldly demand the promised service quality. We have always placed it as one of our priorities that our clients be afforded the opportunity to evaluate us on how we serve them. The service charter will therefore act as a reference document to hold us accountable as to whether we meet our promises or not, thereby emphasising the notion that the people shall govern. We count on your strong partnership for the realization of the promises in this charter. Our services will continue to develop as new issues arise and we will review this charter regularly in line with these changes. Your comments and suggestions will be welcomed at any time and will be instrumental in any future reviews of our services and standards as spelt out in this Charter. J F BARNARD DIRECTOR: TECHNICAL SERVICES 4

WHO WE ARE Experienced in municipal services SEEKING SOLUTIONS TO SERVE ALL NEEDS The Witzenberg Municipality Technical Services Department has its operational centre based at 3 Lyell Street, Ceres. Technical Services are responsible for providing municipal engineering services to the communities within the towns of Ceres, Wolseley, Tulbagh, Prince Alfred s Hamlet, Op die Berg and all the townships connected to these towns. Technical Services is committed towards upholding impeccable delivery standards published in this Service Delivery Charter and aligned to the parameters of our vision and mission statements. According to the Director: Technical Services, Mr. Joseph Barnard, The services we render are to ensure the continued safety, protection and comfort of the residents of Witzenberg Municipality. To ensure this standard, I hold my team fully accountable for their roles, making certain that the public receive feedback and validation for any interruption of service. However, I aim to promote a cohesive relationship whereby the public is able to offer information and support our role making communication a key focus for successful operations.

OUR TEAM JOSEPH BARNARD DIRECTOR: TECHNICAL SERVICES ANITA GROBBELAAR SECRETARY TO THE DIRECTOR JOHAN SWANEPOEL MANAGER: PROJECTS & PERFORMANCE TEL: +27 23 316 840 EMAIL: joseph@witzenberg.gov.za TEL +27 23 316 840 EMAIL: anita@witzenberg.gov.za TEL: +27 23 316 840 EMAIL jswan@witzenberg.gov.za NATHAN JACOBS MANAGER: WATER & SEWERAGE HENNIE TALJAARD MANAGER: TOWN PLANNING & BUILDING CONTROL ELTON LINTNAAR MANAGER: STREETS & STORM WATER TEL: +27 23 316 840 EMAIL: nathan@witzenberg.gov.za TEL +27 23 316 840 EMAIL: htaljaard@witzenberg.gov.za TEL: +27 23 316 840 EMAIL: elton@witzenberg.gov.za BRIAN VAN DER WATT MANAGER: ELECTRICAL SERVICES PhotographyEON SWANEPOEL HEAD: ELECTROTECHNICAL SERVICES JOHNNY JACOBS SENIOR SUPERINTENDENT: SOLID WASTE & CLEANSING TEL: +27 23 316 840 EMAIL: brian@witzenberg.gov.za TEL: +27 23 316 840 EMAIL: leon@witzenberg.gov.za TEL: +27 23 316 840 EMAIL: jjacobs@witzenberg.gov.za Photographs: Anel Nortier 6

OUR VISION A Municipality that cares for its community, creating growth and opportunities OUR MISSION The Witzenberg Municipality is committed to improve the quality of life of its community through: Providing and maintaining affordable services Promoting Social and Economic Development The effective and efficient use of available resources Effective Stakeholder and Community participation OUR VALUE SYSTEM Driven by the aspirations of our Community, we will respect and uphold the Constitution of The Republic of South Africa. We commit ourselves to the Code of Conduct for Councillors and officials in the Municipal Systems Act. We commit ourselves to the principles of sound financial management. We cherish the following values: Honesty Empathy Integrity Caring Professionalism Fairness 7

BATHO PELE We subscribe to the principles of Batho Pele: Consultation Members of the community should be consulted about the level and quality of services they receive and, wherever possible, should be given a choice about the services that are offered. Service Standards Members of the community should be told what level and quality of services they will receive so that they are aware of what to expect. Access All members of the community should have equal access to the services to which they are entitled. Courtesy Members of the community should be treated with courtesy and consideration. Information Members of the community should be given full and accurate information about the services they are entitled to receive. Openness and Transparency Members of the community should be told how national, provincial and local government departments are run, how much they cost, and who is in charge. Redress If the promised standard of service is not delivered, the affected members of the community should be offered an apology, a full explanation and a speedy and effective remedy. When complaints are made the members of the community involved should receive a sympathetic and positive response. Value for money Public Services should be provided economically and efficiently in order to give the members of the community the best possible value for money. OUR CUSTOMERS, STAKEHOLDERS & PARTNERS Our Customers Communities of the Witzenberg Municipality, both urban and rural Community leaders Commercial business entities in Witzenberg Municipality Our Stakeholders Office of the Municipal Manager of Witzenberg Municipality Mayor and Councillors of Witzenberg Municipality Provincial and National Departments working in Infrastructure Our Partners Office of the Municipal Manager of Witzenberg Municipality Mayor and Councillors of Witzenberg Municipality Provincial and National Departments working in Infrastructure Community Leaders Consulting Firms Contractors Suppliers Community 8

SERVICES WE PROVIDE Witzenberg Municipality Technical Services are responsible for the following functions: Construction and maintenance of roads and storm water within the municipality's area of jurisdiction; Collection, extraction and distribution of water; Provision of sewerage services; Town planning and building control; Bulk purchasing and distribution of electricity; Provision and maintenance of street lights and traffic lights Refuse removal, solid waste disposal, landfill sites and street cleaning; Project Management 9

CUSTOMER CARE MANAGEMENT Customers call with service delivery queries, complaints and feedback. These calls can be reports on potholes, trees obscuring traffic signage, blocked drains, water interruptions or electrical faults. Customers call the Witzenberg Municipality Control Centre to report interruptions of service and ask for assistance with their complaint. Customers are provided with a reference number for their calls should they follow up on the progress of the complaint. Control Centre Operators then open a complaint log on an electronic system which relays the complaint to the relevant department to address. Control Centre Operators call the relevant manager/ supervisor to inform them of the complaint and they dispatch the information to the municipal officials who will directly address the complaint. Technical Services personnel will address the complaint and restore service. If the customer wants to check on the progress of their work, they are welcome to call the Control Centre with their reference number. 10

OUR SERVICE DELIVERY STANDARDS To affirm our commitment to providing unsurpassed service delivery within the Witzenberg Municipal Area, we subscribe to the following service delivery standards: Division Strategy Task Delegate Administration Enquiries Answer incoming telephone calls and redirect where appropriate to officials concerned Secretary & Admin Staff Time Line (Working days) Answer within 10 rings Telephonic request for information 10 Written (or by e mail) request for information acknowledge receipt 6 Written (or by E mail) request for information comply with request or provide other feedback 14 Request for information in person comply with request 10 Projects & Performance Projects Monitor and coordinate expenditure of projects of the different departments to align with the annual budget Manager: Projects & Performance As deemed necessary Report monthly to the different authorities (funding sources) on expenditure and progress of the respective projects funded Monthly Roads and Storm Water Surfaced and Gravel Roads Provide regular feedback to treasury on expenditure for the purpose of budget revision Compile and submit all reports required by the different funding authorities with the specified due dates for these reports strictly observed. Contracts: Process and submit all claims for professional fees and payment certificates As promulgated As promulgated Manager: Roads and Storm Water 1 Construction of bitumen roads (per 30m length) Maintenance of gravel shoulders (per 300m length) Construction of gravel roads (per 300m length) 40 17 30 Installation of new kerbing (per 10m length) Maintenance of paving/kerbing (per 10m length) Construction of new bus stops (per 60m² section) 30 Laying of erosion blocks (per 10m² section) Casting of kerbs/blocks/bollards, etc. (per batch of 10 units) Crack sealing (per 20m length) Patchwork (per 40m² area) 17 Slurry seal (per 40m² area) 11

Roads and Storm Water Storm Water Contracts: Process and submit all claims for professional fees and payment certificates Manager: Roads and Storm Water 1 Construction of storm water lines (per 60m length) 30 Construction of new catchpits (per single unit) Maintenance of storm water lines (per 00m length) Maintenance of catchpits (per batch of units) 2 Construction of headwalls (per m³ volume concrete/brickwork) Construction of new channels (per 60m length) 12 Open channel maintenance (per 120m length) Re gravel of walkways (per 300m length) 17 Landscaping (per 1,000m² area) 10 Water & Sewerage Water networks: operation and maintenance Contracts: Process and submit all claims for professional fees and payment certificates Manager: Water & Sewerage 1 Repair of pipe breaks main lines 1 Repair of pipe breaks other 2 Installation of new connections 20 Repair meter faults 20 Sewer networks: operation and maintenance Reconnections 3 Contracts: Process and submit all claims for professional fees and payment certificates Manager: Water & Sewerage 1 Clearing of blockages main lines 1 Clearing of blockages other 2a Installation of new connections 20 Emptying of conservancy tanks Emptying of VIP s Monthly As per programme Removal of buckets Waste water Contracts: Process and submit all treatment plants claims for professional fees and and pump stations payment certificates Manager: Water & Sewerage Bi weekly Repair of pumps 20 Repair of aerators 20 Repair of stand by generators Repair of bio filters 20 1 12

Town Planning & Building Control Rezoning applications Receive and check application for compliance & Building Control 1 Application lies for inspection 60 Application circulated for comments 60 Submit proof of advertisements (Applicant s responsibility) Evaluate application 1 Approval of application 1 Publish proclamation in Gov. Gazette 1 Inform applicant Inform local departments and valuator Update register and GIS Consent use applications TOTAL Receive and check application for compliance Submit proof of advertisements & Building Control 13 (If no objections) 1 (Applicant s responsibility) Application circulated for comments 30 Evaluate application 1 Approval of application 1 Inform applicant Inform local departments and valuator and update register and GIS Subdivision applications TOTAL Receive and check application for compliance & Building Control 8 (If no objections) 1 Application circulated for comments 60 Evaluate application 1 Consolidation applications Approval of application 1 Inform applicant, local departments & valuator and update register and GIS TOTAL Receive and check application for compliance 110 (If no objections) & Building Control 1 Application circulated for comments 30 Evaluate application 1 Approval of application 1 Inform applicant, local departments & valuator and update register and GIS TOTAL 80 (If no objections) Site development plan applications Receive and check application for compliance & Building Control 1 Application circulated for comments 30 Evaluate application 1 Approval of application 1 Inform applicant and Building Control and update register and GIS TOTAL 80 (If no objections) 13

Town Planning & Building Control Building line relaxation applications Receive and check application for & Building Control compliance and circulate for comments to Water and Sewerage 1 Evaluate application Approval of application Inform applicant and Building Control TOTAL 30 (If no objections) Permit use applications Receive and check application for compliance & Building Control Application circulated for comments 10 Evaluate application Approval of application Evaluation and approval of Township establishment application Inform applicant, local departments & valuator and update register and GIS TOTAL Receive and check application for compliance Submit proof of notices, advertisements and Government department comments & Building Control 30 (If no objections) 1 (Applicant s responsibility) Application circulated for comments 90 Evaluate application 60 Approval of application (layout and conditions of establishment) 30 Proclamation notice in Gov Gazette 30 Inform applicant, local departments, valuator and update register and GIS TOTAL 230 (If no objections) Enquiry of town planning scheme Receive Scheme enquiry (by letter or fax) and record & Building Control 2 Request for Zoning Certificate Respond to enquiry (by letter or fax) 3 TOTAL Request for Zoning Certificate (by letter or fax) and record & Building Control 2 Investigate zoning conditions, if any 2 Issue Zoning Certificate and place copy on file 1 TOTAL 14

Town Planning & Building Control Complaints received Investigate and determine type of transgression & Building Control 3 Serve 1 st Notice 3 Follow up inspection (compliance to 1 st Notice?) Serve Section 4 Prosecution Notice (if no compliance) 30 30 Town Planning & Building Control Electrical Services Various enquiries on building and stand information and implementation of National Building Regulations SAMOAC: Approval of various types of outdoor advertisements Electrical networks: operation and maintenance TOTAL 66 Stand sizes (obtain from GIS) Requests for copies (building plans and other) Application for approval of building plans (<00m2) Application for approval of building plans (>00m2) & Building Control Circulate plans to different departments 14 Inspections 3 Builders deposits registration 1 Occupancy Certificates 14 Temporary advertisements (posters and banners) & Building Control Trailers 3 Billboards 30 Other permanent advertisements 30 Repair of power failures Head: Electrotechnical 1 Services / Manager: Installation of new connections Electrical Services 20 Repair of meter faults 20 Repair of traffic lights 1 2 30 60 1 Repair of high masts As per programme Repair of street lights As per programme Repair of air conditioners As per programme Solid Waste and Cleansing Refuse Removal Quotation for services Reconnections 3 Refuse collection: Domestic Manager: Solid Waste and Cleansing 1 Collection per week Refuse collection: Businesses Refuse collection: Garden skips Refuse collection: Street bins Removal of refuse dumped illegally As per request Weekly Cleaned on daily basis As per programme 1

HOW CAN YOU HELP US? The Witzenberg Municipality Technical Services Department can only achieve its dream of c o n s i s t en t a n d c o n ti nu e d s e r v ic e t ow a r d s t he pu b li c, wi t h t h e in v e s tm e nt and in v o lv em e nt of t h e p u bl ic. You our stakeholder, our customer and partner can help us to meet our service standards and achieve our commitment to you by: Treating our staff with courtesy Providing us with a thorough explanation of the service delivery query Providing feedback and commentary on the services r ec ei v e d as w e ll a s a r e as o f ho w w e c a n i m p r o v e o u r se r v ic e s Providing us with accurate information regard ing t h e ser vi ces req uir ed so t hat we ca n f ul ly add ress t he pro ble m INTERNAL & EXTERNAL REVIEW OF OUR PERFORMANCE As a measure towards building our capacity and developing a culture of service, we are implementing institutional measures to ensure that we attain to our stated commitments to our stakeholders, customers and partners. We aim to measure our performance through: Monitoring our service against the stated standards and commitments, along with other performance indicators taken from our strategic plan, annual performance plan and operational plans; Reporting on how well we have met our standards at least twice a year; Reviewing and updating our service charter annually to ensure its relevance to your needs; Conducting an independent review of this charter after three years, and Conducting customer and employee satisfaction surveys at least once a year. FEEDBACK ON OUR SERVICES Technical Services welcome suggestions to improve our services, programmes and facilities. Should you be dissatisfied with our services, we urge you to voice your concerns directly to us for resolution. We strive to manage all complaints with gravity and professionalism, aiming to offer responses that will fully address the matters brought to our attention. Complaints concerning services rendered or unprofessional conduct of an official rendering a service, may be dealt with in the following manner: Address the area of dissatisfaction directly with the official concerned; Speak or write to the Director: Technical Services outlining the full nature of your complaint, or Send correspondence directly to the Municipal Manager of Witzenberg Municipality should your query not be resolved to your satisfaction. 16

PLEDGE Dedicated to service, dedicated towards quality workmanship... OUR SERVICE DELIVERY PLEDGE In support of the ethos of the above values we will strive at all times to continuously uphold our service standards in terms of: The quality of our relationships with clients The quality of the services provided The timelines of service delivery 17