Summary of the Service Delivery Charter 2023
Ministry of Local Government and Rural Development – Republic of Zambia
Purpose of the Charter
The Service Delivery Charter serves as a commitment by the Ministry of Local Government and Rural Development to deliver quality services efficiently and transparently. It aims to:
- Inform clients about available services.
- Define service delivery standards.
- Outline client rights and responsibilities.
- Explain the Ministry’s obligations.
- Provide mechanisms for complaints, compliments, and feedback.
Vision & Mission
- Vision: A SMART and Value-Centered Ministry of Local Government and Rural Development.
- Mission: To facilitate a decentralized local governance system for quality municipal service delivery.
Core Values
The Ministry upholds values including professionalism, accountability, teamwork, integrity, patriotism, transparency, innovation, and a client-focused approach.
Service Standards & Client Expectations
Clients can expect the following key services:
- Local Government Administration (Approvals for development projects, employment authorizations, budget approvals, land transactions, etc.)
- Physical Planning (Change of land use approvals, establishment of planning authorities, etc.)
- Rural Development (Infrastructure development and maintenance, solid waste management licenses, procurement processes, etc.)
- Chiefs & Traditional Affairs (Chief subsidies, payroll management, logistical support, boundary verification, House of Chiefs sessions, etc.)
The Ministry sets specific timelines for each service, ensuring efficiency and accountability.
Client Rights & Responsibilities
Clients have the right to:
- Receive timely and accurate information.
- Expect privacy and confidentiality in their transactions.
- Lodge complaints regarding service delivery.
- Be treated with respect and fairness.
In return, clients must:
- Provide accurate information when required.
- Treat Ministry staff with courtesy.
- Follow legal and procedural guidelines.
Feedback & Complaints Mechanism
The Ministry encourages feedback through telephone, email, online platforms, and in-person visits. Complaints must include client details and a clear description of concerns.
- Written complaints are responded to within 10 working days.
- The Ministry guarantees confidentiality for all complaints.
Accountability & Performance Monitoring
The Ministry commits to transparency by:
- Publishing service performance reports annually.
- Regularly reporting compliance with service standards.
- Reviewing and updating the Charter as needed.
This Charter acts as a social contract between the Ministry and its clients, ensuring efficient, responsive, and transparent service delivery.
