SERVICE DELIVERY CHARTER - Pages

1 S E RV I C E D E L I V E RY C H A RT E R. This document specifies the services and SERVICE standards you as a citizen can expect from this department as well as the proce- SERVICE Standards: dure to follow if the agreed services are not rendered efficiently. The SERVICE CHARTER is in line with broader Public SERVICE Policies SERVICE Standards indicate the levels of SERVICE DELIVERY , that we are committed to providing and will adhere; monitored regularly of providing quality services to the citizens of the Republic of South Africa.

2 By means of the following initiatives;. Performance Agreements for Senior Management (SMS) Mem- Quarterly Performance Reports; and Who we are? bers and Performance Enhancements Process for level 1-12;. Management meetings to monitor SERVICE DELIVERY ; Annual Report. The Department of Higher Education and Training is responsible for all post-school education and training in the Republic of South Africa. Specifically (DHET) is responsible for: Access: Public Universities, National Institutes of Higher Education and other (private) higher education institutions; Our clients have equal access to the services we provide by means of: Public Technical Vocational Education and Training (TVET) Colleges and private TVET institutions; Engagement with relevant officials; email facilities, written and verbal communication; and Public Adult Education Centres and Private Adult Education Centres.

3 Physical visits to 123 Francis Baard Street in Pretoria and four Media releases. Sector Education and Training Authorities (SETAs) and the National Skill Fund; Regional Offices (Western Cape, Eastern Cape, KwaZulu A range of regulatory institutions and other organisations, systems, and framework: the National Qualification Framework (NQF), South Natal and Mpumalanga) Institute for National Development of African Qualifications Authority (SAQA), two quality councils namely the Council on Higher Education (CHE), the Quality Council on Learnerships Employment Skills and Labour Assessments (INDLE- Trade and Occupations (QCTO), the National Skills Authority (NSA), the National Artisan Moderation Body (NAMB) and NBFET, the LA); Olifantsfontein.

4 National Student Financial Aid Scheme (NSFAS); and In addition, the Human Resource Development Strategy for South Africa (HRDSA), whose council is chaired by the Deputy President, Courtesy: is administered by DHET. Our clients will be treated with courtesy and consideration by means of: A SERVICE DELIVERY Improvement Plan setting out clear standards Adherence to a Code of Conduct which will be circulated to all Vision and guidelines to achieve better SERVICE DELIVERY ; staff and be visible in all DHET buildings.

5 Trained front office and back office support; and Our vision of a South Africa in which we have a differentiated and fully inclusive post-school education and training system that allows all South Africans to access and succeed in relevant educational programmes in order to fulfil the economic and social goals of participation Information: in an inclusive economy and society. Our clients will get full, accurate and up to date facts about services they are entitled to and the services we provide through: Information sessions; Toll-free / hotline (0800 872 222).

6 Mission Social Networks (Facebook and Twitter); Website ( ). It is the mission of the Department of Higher Education and Training (DHET) to develop capable, responsible and skilled citizens who are Openness and transparency: able to compete in a sustainable, diversified and knowledge intensive international economy, which meets the development goals of our the Promotion of the Access to Information Act ensures that our customers access information to members of the public by means of country. The Department will undertake this mission by reducing the skills bottlenecks through education and training, especially in priority the following initiatives: and scarce skills area; improving low participation rates in the post-school system; correcting distortions in the shape, size and distribution Recognition of different languages and cultural diversity; Izimbizo.

7 Of access to post-school education and training; and improving the quality and efficiency in the system, its sub-systems and its institutions. Annual Performance Plan; Consultative forums;. Workshops; Statistical Information and other publications on Website; and Values Road shows; Media (Print and Electronic). The DHET values are directly informed by the Preamble of the Constitution of the Republic of South Africa; recognizing the injustices of the Redress: country's past; honouring those who suffered for justice and freedom in the land; respecting those who have worked to build and develop The Department will structure to establish that: the country; and believing that South Africa belongs to all who live in it, united in our diversity.

8 Customers can make inbound calls (calls from prospective cli- If not satisfied customers can refer their correspondence / en- ents) to make follow ups on queries; quiries to relevant Branches. The DHET is committed to Distinction and excellence in all our work efforts to develop a Teamwork , cooperation and solidarity in working with our Value for money: skilled and capable workforce for the country; partners in higher education and training to achieve the shared services will be provided economically and efficiently in order to give the client the best possible value for money by means of: goals; and Quarterly internal budget reviews.

9 And Ensuring that expenditure relates to organisational priorities. Honesty, perseverance and commitment in providing differenti- Transformation imperatives by addressing social inequality, ated education and training opportunities for all the people of race, gender, age, geography, HIV/AIDS and disability issues How can you lodge a complaint? South Africa; in all our higher education and training institutions in order to Contact the Call Centre (0800 872 222) and lodge your Submit your complaint to our customer care email address: call normalize our institutions.

10 Complaint. Ensure that you take down the call centre agent's Efficiency of work habits and proficiency of all employees in name and leave your contact details and be provided with a fulfilling the mandate of the Department; reference number;. Write your complaint and put it in the complaints box at the Our customers Reception; and / or General Public; Public Entities;. Public Universities and Private Higher Education Institutes (HEI's); National Institutes of Higher Education; and If dissatisfied with the response, you can contact the following people: Public Technical Vocational Education and Training (TVET) Col- Public Adult Education Centres and Private Adult Education Cen- Branches Administration Human Resource University Vocational and Skills Chief Financial leges and private TVET institutions; tres.