service delivery charter for the directorate international.docx

1、service delivery charter for the directorate internationalSERVICE DELIVERY CHARTER FOR THE BRANCH: STATE PROTOCOL IN THE DEPARTMENT OF INTERNATIONAL RELATIONS AND COOPERATION1. Who are we? We are the Branch State Protocol in the Department of International Relations and Cooperation.2. Where can we b

2、e found?Our offices are located on the corner of Soutpansberg Road and Tom Jenkins Drive, Rietondale, Pretoria, Tel: 012 351 1000 and Facsimile number 012 328 7701.We are open from 8h00 up to 16h30 unless otherwise indicated.In case of an emergency after hours, the Departments Operations Room in Pre

3、toria can be contacted at telephone number 012 351 1000/0050/0035.3. Our visionLeaders in Exceptional State Protocol Practices.4. Our missionCommitted to service excellence by applying Protocol expertise through consistent and systematic practice in support of the implementation of the strategic obj

4、ectives of Government and the Department of International Relations and Cooperation.5. Our valuesRespect, Mutual Support, Loyalty, Service Excellence, Attention to Detail and Time Management. 6. Services we provide6.1 Effective implementation of Ceremonial Events and International visits and Confere

5、nces6.2 Excellent protocol services to Provincial and Local Governments6.3 Effectively manage Government hospitality infrastructure6.4 Exceptional service in management of privileges and immunities6.5 Issuance of South African Diplomatic and requests for visas6.6 Appointment and accreditation of Hea

6、ds of Missions, Consuls-Generals and Honorary Consuls6.7 Efficient Diplomatic Communication System6.8 Efficient Management system for National Symbols and facilitation of Foreign Awards7. We offer you personalised service. We will:7.1 Explain the things you need to know and make clear what you need

7、to do7.2 Be helpful and respectful to your needs7.3 Give you the service you need or guide you to others who can help you7.4 Let you know when to expect a decision7.8 Acknowledge any mistake we make and take corrective measures. We will make every effort to meet the stated standards. When it is not

8、possible to meet the stated Service Delivery Standards due to factors beyond our control, we will explain to our customers the reasons therefore. We have set the following minimum professional standards for the level and quality of services we provide as a Branch: We serve all customers in an unbias

9、ed, polite, helpful andimpartial manner; All customers are entitled to receive high standards of service; We are punctual in the execution of our duties and are committed to timely service; We co-operate fully with other employees to advance the public interest. We share information, work as a team

10、to maintain the standards and to achieve our objectives; We execute all reasonable instructions by persons officially assigned to issue them; We execute our duties in a professional, competent and accountable manner; We honour the confidentiality of documents and discussions; We take responsibility

11、for our own work and workflow of the Branch as a whole; All services rendered shall be communicated to customers in English. If a customer wishes to be served in any of the other official languages, every attempt will be made to find an employee in the Branch to assist in the customers language of c

12、hoice; All effort is made to avoid error. Accuracy of at least 90% is guaranteed; The Branch is in continuous consultation with relevant role-players to ensure that information provided to the public is correct and up to date. Information provided by the Branch is reliable subject only to the accura

13、cy and timeousness of data received from outside agencies;8. The Service Standards of the Branch State ProtocolThe Branch State Protocol is committed to upholding these service delivery standards and ensuring a consistent and systematic State Protocol service to all our customers irrespective of nat

14、ional origin, age, gender or religious orientation. Our customers include foreign governments, states, diplomatic missions accredited in South Africa, other government departments and institutions, the provinces and all business units within the Department of International Relations and Cooperation.

15、 Our commitment is for service that can be clearly determined and measured at all times by sensitivity, empathy, courtesy, speed, accuracy and fairness. We commit ourselves to the principles of Batho Pele (consultation, service standards, access, courtesy, information, openness & transparency, redre

16、ss and value for money) and will indicate to you as our customers what you can expect from us with regard to service delivery standards. 9. The attached schedule provides our minimum operational standards (time frames) for the services rendered. It should be noted that the time frames laid down are those based on existing conditions, and in many instances are governed