Overview

Overview

The City of Bulawayo’s Customer Service Charter has been put in place with a view of ensuring that public expectations of service delivery are matched by achievable and measurable performance standards. The intention of this document is to ensure that:

  • The relationship that exists between the City of Bulawayo and the customer or recipient of service is enhanced.
  • Areas of dissatisfaction are reduced.
  • In instances of dispute the process to resolve the disputes are clear.
  • Unrealistic expectations are eliminated.
  • The escalation procedures in the event there are differences between the service provider and customers are explained.
  • The members of the public are made aware of how the public can access services provided by Bulawayo City Council.

This document further intends highlighting:

  • How effectiveness will be tracked.
  • How information about service effectiveness will be reported and addressed.
  • How to prevent poor customer relations.
  • How to keep client relationships healthy as a result of compliance from adherence to published service level standards by the Municipal employees whilst simultaneously ensuring that the rights of the customers are upheld

Overview

Overview

The City of Bulawayo’s Customer Service Charter has been put in place with a view of ensuring that public expectations of service delivery are matched by achievable and measurable performance standards. The intention of this document is to ensure that:

  • The relationship that exists between the City of Bulawayo and the customer or recipient of service is enhanced.
  • Areas of dissatisfaction are reduced.
  • In instances of dispute the process to resolve the disputes are clear.
  • Unrealistic expectations are eliminated.
  • The escalation procedures in the event there are differences between the service provider and customers are explained.
  • The members of the public are made aware of how the public can access services provided by Bulawayo City Council.

This document further intends highlighting:

  • How effectiveness will be tracked.
  • How information about service effectiveness will be reported and addressed.
  • How to prevent poor customer relations.
  • How to keep client relationships healthy as a result of compliance from adherence to published service level standards by the Municipal employees whilst simultaneously ensuring that the rights of the customers are upheld