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About Ruwa Local Board

Ruwa Local Board

This Client Service Charter (CSC) is a commitment by us, Ruwa Local Board (RLB), to the citizens, residents, ratepayers and stakeholders that we will provide and facilitate for the provision of quality service that demonstrates value for money, and further, that should service standards be compromised, you, our residents, ratepayers and stakeholders have clear information on the route to follow to have this addressed. The Council therefore, by this document, makes a commitment that it will uphold your rights as a citizen, client and stakeholder, in accordance with the provisions of the Constitution of the Republic of Zimbabwe Amendment No:20 Act (2013) as well as Local Authorities Blue Print.

We take into cognizance that the municipal social service delivery system has to be responsive to high expectations of our citizens and that RLB staff and management as public officials, we must act with behaviour and manner that always enhances the image of every citizen to an efficient, effective and growing economy.

It is with this important principle in mind that we developed this charter, and after consulting key stakeholders in the community, we finalized and adopted it as Council, with the full participation of your representatives.

The CSC lifts the veil from the face of our Council, in order to enable each and every client, citizen and stakeholder to get a clear picture of his or her own rights, privileges and obligations, while at the same time ensuring that Councillors, management and Council staff all act with diligence and professionally; free of corruption and malpractice at all times.

With this CSC, we commit ourselves as Council to principles of fairness, honesty, integrity and humble service to the clients, citizens and stakeholders of Ruwa.

Our Vision

A town of excellence by 2030

Our Mission

To protect and enhance the quality of life by providing a high level of services in a responsive manner for all the citizens

Our Values

  • Professionalism – observing set standards in the discharge of duty.
  • Integrity – honest, accountability, transparency.
  • Loyalty – dedication to duty, commitment & faithfulness.
  • Effectiveness – doing the right thing at the right time, completing tasks.
Core values to service delivery
In delivering services to the citizens of Ruwa, the Board will be guided by the following principles:
1.
Participation
Citizens will be motivated to participate in all council processes and programmes to the extent possible, and to provide feedback about the level and quality of the social services they receive. To this end, the Board commits to the establishment of effective consultations forums relevant to the service delivered and targeted client base.
2.
Service standards
Citizens will participate in service level and quality of council services they will receive. Further, they will be expected to monitor and provide feedback on the delivery of these services. In developing the service standards, citizens, clients and stakeholders will jointly set the standards.
3.
Access
All citizens will have equal access to the services to which they are entitled to pay for. To this end, all departments commit to the new arrangement to improve services as follows
• Operationalisation of a website that allows online access to information on services.
• General improvement and customer service at digital interface points
4.
Openness and Transparency
Citizens will have access to information on how Council and its various department function, as well as the cost of the services provided. To this end, Council commits to openness and transparency to make easily available the information as follows:
• Submission and publishing of annual financial reports to the relevant stakeholders by the end of each financial year (available at our offices and our Website)
• Quarterly reports (April, July, October and January) to be shared with relevant stakeholders.
• 100% compliance with the information laws and making available contact details of relevant officials.
5.
Redress
Dealing with complaints, if the promised standard of service is not delivered, citizens will be advised, a full explanation and a speedy and effective remedy. When complaints are made, citizens will receive a positive response. To this end, Council commits to deal with complaints as follows:

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