Msunduzi vows to give better service

2014-08-11 00:00

THE Msunduzi Municipality has unveiled a new customer service charter that it hopes will mark a new beginning in its relationship with its citizens.

If the pledge is adhered to, then gone are the days of unanswered telephone calls and correspondence.

In addition, the municipality now has an anti-fraud and corruption whistle-blowing hotline (see sidebar alongside and full charter on page three).

Both services were launched at a function at the city hall attended by the top brass of the police who have undertaken to support the endeavour.

Mayor Chris Ndlela said the launch of the customer service charter and the Msunduzi anti-fraud and corruption strategy were the first of its kind in the history of the municipality.

At the end of Friday’s function, councillors and officials read out and then signed the pledge to uphold the customer service charter.

Ndlela warned his leadership that the expectations created would have to be met.

Ndlela said the customer service charter and the anti-fraud and corruption strategy were two sides of the same coin.

“While the customer service charter is the contract we are entering into with our citizens, the anti-fraud and corruption strategy is our enforcement mechanism of the terms and conditions of our contract,” he said.

The mayor added that with the charter, the municipality was saying that the customer was king.

Ndlela added that councillors would get reports every month from the municipal manager on the implementation of the service charter.

He said that both councillors and employees had workshops on the charter, and that there would be periodic refresher courses to keep everyone updated.

In addition, the officials charged with the implementation of the charter will have their performance evaluated.

As a follow-up, the municipality will hold its first service excellence awards next year.

The mayor warned staff that there will be the “prophets of doom” eagerly anticipating the failure of the initiative.

“They may not be present at this function but don’t be surprised to see their letters in the newspapers by the end of next week criticising and condemning our actions,” he said.

“Don’t despair,” Ndlela added, “we shall overcome.

“The honeymoon is over.

“Go out and do what we are expected to do, nothing more and nothing less, otherwise we would be liars and none of us want to be known as liars,” he concluded.

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