service delivery charter for the directorate international.docx

service delivery charter for the directorate international.docx

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servicedeliverycharterforthedirectorateinternational

SERVICEDELIVERYCHARTERFORTHEBRANCH:

STATEPROTOCOLINTHEDEPARTMENTOFINTERNATIONALRELATIONSANDCOOPERATION

1.Whoarewe?

WearetheBranchStateProtocolintheDepartmentofInternationalRelationsandCooperation.

2.Wherecanwebefound?

OurofficesarelocatedonthecornerofSoutpansbergRoadandTomJenkinsDrive,Rietondale,Pretoria,Tel:

0123511000andFacsimilenumber0123287701.

Weareopenfrom8h00upto16h30unlessotherwiseindicated.

Incaseofanemergencyafterhours,theDepartment’sOperationsRoominPretoriacanbecontactedattelephonenumber0123511000/0050/0035.

3.Ourvision

LeadersinExceptionalStateProtocolPractices.

4.Ourmission

CommittedtoserviceexcellencebyapplyingProtocolexpertisethroughconsistentandsystematicpracticeinsupportoftheimplementationofthestrategicobjectivesofGovernmentandtheDepartmentofInternationalRelationsandCooperation.

5.Ourvalues

Respect,MutualSupport,Loyalty,ServiceExcellence,AttentiontoDetailandTimeManagement.

6.Servicesweprovide

6.1EffectiveimplementationofCeremonialEventsandInternationalvisitsandConferences

6.2ExcellentprotocolservicestoProvincialandLocalGovernments

6.3EffectivelymanageGovernmenthospitalityinfrastructure

6.4Exceptionalserviceinmanagementofprivilegesandimmunities

6.5IssuanceofSouthAfricanDiplomaticandrequestsforvisas

6.6AppointmentandaccreditationofHeadsofMissions,Consuls-GeneralsandHonoraryConsuls

6.7EfficientDiplomaticCommunicationSystem

6.8EfficientManagementsystemforNationalSymbolsandfacilitationofForeignAwards

7.Weofferyoupersonalisedservice.Wewill:

7.1Explainthethingsyouneedtoknowandmakeclearwhatyouneedtodo

7.2Behelpfulandrespectfultoyourneeds

7.3Giveyoutheserviceyouneedorguideyoutootherswhocanhelpyou

7.4Letyouknowwhentoexpectadecision

7.8Acknowledgeanymistakewemakeandtakecorrectivemeasures.

Wewillmakeeveryefforttomeetthestatedstandards.WhenitisnotpossibletomeetthestatedServiceDeliveryStandardsduetofactorsbeyondourcontrol,wewillexplaintoourcustomersthereasonstherefore.

WehavesetthefollowingminimumprofessionalstandardsforthelevelandqualityofservicesweprovideasaBranch:

∙Weserveallcustomersinanunbiased,polite,helpfuland

impartialmanner;

∙Allcustomersareentitledtoreceivehighstandardsofservice;

∙Wearepunctualintheexecutionofourdutiesandarecommittedtotimelyservice;

∙Weco-operatefullywithotheremployeestoadvancethepublicinterest.

∙Weshareinformation,workasateamtomaintainthestandardsandtoachieveourobjectives;

∙Weexecuteallreasonableinstructionsbypersonsofficiallyassignedtoissuethem;

∙Weexecuteourdutiesinaprofessional,competentandaccountablemanner;

∙Wehonourtheconfidentialityofdocumentsanddiscussions;

∙WetakeresponsibilityforourownworkandworkflowoftheBranchasawhole;

∙AllservicesrenderedshallbecommunicatedtocustomersinEnglish.Ifacustomerwishestobeservedinanyoftheotherofficiallanguages,everyattemptwillbemadetofindanemployeeintheBranchtoassistinthecustomer’slanguageofchoice;

∙Alleffortismadetoavoiderror.Accuracyofatleast90%isguaranteed;

∙TheBranchisincontinuousconsultationwithrelevantrole-playerstoensurethatinformationprovidedtothepubliciscorrectanduptodate.

∙InformationprovidedbytheBranchisreliablesubjectonlytotheaccuracyandtimeousnessofdatareceivedfromoutsideagencies;

8.TheServiceStandardsoftheBranchStateProtocol

TheBranchStateProtocoliscommittedtoupholdingtheseservicedeliverystandardsandensuringaconsistentandsystematicStateProtocolservicetoallourcustomersirrespectiveofnationalorigin,age,genderorreligiousorientation.Ourcustomersincludeforeigngovernments,states,diplomaticmissionsaccreditedinSouthAfrica,othergovernmentdepartmentsandinstitutions,theprovincesandallbusinessunitswithintheDepartmentofInternationalRelationsandCooperation.

Ourcommitmentisforservicethatcanbeclearlydeterminedandmeasuredatalltimesbysensitivity,empathy,courtesy,speed,accuracyandfairness.WecommitourselvestotheprinciplesofBathoPele（consultation,servicestandards,access,courtesy,information,openness&transparency,redressandvalueformoney）andwillindicatetoyouasourcustomerswhatyoucanexpectfromuswithregardtoservicedeliverystandards.

9.Theattachedscheduleprovidesourminimumoperationalstandards（timeframes）fortheservicesrendered.

Itshouldbenotedthatthetimeframeslaiddownarethosebasedonexistingconditions,andinmanyinstancesaregoverned