The ManicaPost
Post Correspondent
RESIDENTS and ratepayers are unaware of the existence of Mutare City Council’s Client Service Charter, an assessment by United Mutare Residents and Ratepayers Trust has shown. The Client Service Charter was drafted in 2013 guided by the Urban Councils’ Act and Zimbabwean Constitution. The draft is available on Mutare City Council’s website.
A client service charter is a public document which should be readily available for scrutiny, interrogation and engagement between the city council, a service provider and the clients, residents and ratepayers.
Mutare mayor, Councillor Blessing Tandi in a virtual discussion, said that the Client Service Charter on the council’s website is a draft and residents are welcome to make inputs towards the final document.
It should be circulated for input and feedback from residents and stakeholders before its adoption, thereby creating a sense of ownership and putting residents and ratepayers at the forefront to decide the nature of services they need.
The client service charter was crafted in a bid to enhance and promote residents’ participation and engagement in local governance issues.
However, the very same residents and ratepayers seem oblivious of this charter and it is a cause for concern.
Mercy Ruwambara, a resident said: “This is the first time I am hearing of it. If executed properly, I think the charter it is a good idea. Council should provide us with copies, once the draft is finalised.”
There is need for massive awareness on this charter so that residents are well versed with its contents for their benefit.
The client service charter is a pledge by the council and reflects minimum standards that they set out to offer to residents and ratepayers. It is important for residents and ratepayers to familiarise themselves with this charter as it can be used as a service culture benchmark to monitor service delivery and hold city council to account if they fail to deliver.
The vision of Mutare City Council Client Service Charter is to improve the quality of life for residents in a transparent manner. It sets out basic information on the services provided and the standard of services which residents and ratepayers can expect from council, how to make suggestions or complaints for improvement.
UMRRT urges residents and ratepayers to be well acquainted with this charter and hold council accountable to its own standards thereby promoting transparency and accountability. Transparency is key in governance issues and over the years council has not been quite transparent in managing public services. For them to come up with this charter is a step in the right direction. It is clear that they now appreciate the importance of transparency and accountability.
Through this client service charter, council pledges to provide quality services to the citizenry, develop the city, attract investors and also provide basic services such as housing, portable water and health care.
The charter stipulates that council is obligated to “consult with the clients in all matters of concern, provide services effectively, maintain a financially sustainable organisation, enforce by-laws, and maintain an ethical, professional, competent and motivated staff.” The key words are ‘the obligation to consult’. It is the responsibility of the council to seek residents’ concerns and get approval from residents. Anything outside of t hat is a mockery of democracy and residents’ rights. It is therefore residents; duty to ensure that council fulfils this obligation and adhere to principles of good governance.
This service charter can be used as a tool to foster healthy engagement and rebuild relations between residents and ratepayers and council. There is need for a change of mindset and to have the political will to implement this blueprint. This will then build trust between council and residents.
History has proven that as a people we are very good at crafting blueprints but end up not being implemented. For this charter to be implemented successfully both parties should be willing to pull in the same direction to ensure that the social contract is progressive.
