| PSC
CHARTER
Client Service Charters are a ‘social pact’
between service providers and receivers. They specify standards
for service delivery, which we believe our service users
have a right to expect, and set out complaint handling and
feedback mechanisms if our services are below expectations.
Our standards are developed through consultation with customers
and staff.
The Public Service Commission (PSC) would like to set an
example by committing itself to some set standards of service
and reporting annually, both to our stakeholders and to
parliament, on our performance against this charter. We
believe that regular monitoring, evaluation and publication
of results will have significant impact in helping to drive
up standards and raise awareness of the need for accountability.
The Tanzania Government has recognized the potential benefits
of using service charters to achieve a more customer-focused
approach throughout the public service. I hope that you
will use this tool to enter into a constructive dialogue
with the Commission to help us to achieve our aim of continuous
review and improvement in the quality of the services we
provide.
In order to meet customers and stakeholders expectations,
PSC in consultation with stakeholders has devised a Clients
Charter that spell out commitment on Service delivery to
both parties. The clients charter contains the following:-
- Core principles/values of the Public Service Commission;
- Identified stakeholders and users of our service;
- Our setup and services;
- Our vision;
- Our mission;
- Our values;
- Our guarantee standards;
- Clients rights and responsibilities;
- Reporting and how to make complaints or give feedback.
Downloadable version is available HERE |
