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Client Service Charter

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Client Service Charter Official Communications GENERAL HEADQUARTERS, HARARE should not be addressed Corner 7th St./Josiah Chinamano Avenue to individuals P.O. Box CY 34, CAUSEWAY ZIMBABWE. Telegrams 'COMPOL': Telephone HARARE 700171 Telex: 24328 (ZRPHQ): Fax: (263)-(4)- 726768 CLIENT SERVICE CHARTER 1.0 PREAMPLE The Zimbabwe Republic Police is a people-oriented police service provider that seeks to maintain law and order towards the socio-economic development of the people. The organization came up with a Client Service Charter in a bid to clearly spell out the minimum service our clients can expect from the ZRP. The document was crafted with a view to entrench a results based performance culture within the organization that will enhance police service delivery. 2.0 VISION To be the leading police service provider in the world by the year 2020 3.0 MISSION To maintain law and order, protect and secure the lives and property of the people and to institute dynamic policing practices that engender effective prevention, investigation and detection of crime. 1 4.0 MANDATE The Zimbabwe Republic Police is established by Section 219 of the Constitution of Zimbabwe which provides that:- There is a Police Service which is responsible for – Detecting, investigating and preventing crime; Preserving the internal security of Zimbabwe; Protecting and securing the lives and property of the people; Maintaining law and order; and Upholding this Constitution and enforcing the law without fear or favour. 5.0 CORE VALUES Commitment Professionalism Accountability Transparency Integrity 6.0 DEPARTMENTS AND THEIR CORE FUNCTIONS The Zimbabwe Republic Police comprises of four departments which are; Administration, Operations, Human Resources and Crime. 6.1 ADMINISTRATION VISION To be the leading police service provider in the world by 2 the year 2020 MISSION STATEMENT To provide the most efficient and effective administrative services in the organization. CORE FUNCTIONS Efficient acquisition and equitable distribution of financial and material resources for the organization; Enhancing proper utilization and control of financial and material resources; Construction and acquisition of office and residential accommodation; Provision of maintenance services for ICT, Transport, Construction and Quartermaster to client departments; Ensuring that ZRP clothing factory, transport regional workshops and other police business units are fully utilized; Efficient and effective provision of printing services to the organisation; Conducting audits in accordance with the provisions of Treasury Instructions; Disposal of redundant equipment in accordance with the provisions of Treasury Instructions; Cultivation and maintenance of good relations with suppliers and other stakeholders; 3 Coming up with strategies to turnaround the police business units in liaison with the Finance Directorate; Identifying viable projects that can be implemented with the view to economically empower the organisation and individual police officers and members; Carrying out surveys, researches and consultations in order to formulate effective organisational economic surveillance strategies. 6.2 OPERATIONS VISION To be the leading police service provider in the world by the year 2020 MISSION STATEMENT To uphold the Constitution of Zimbabwe by maintaining law and order, preserving the internal security of the country, protecting and securing the lives and property of the people and to institute dynamic policing practices that engender effective prevention, investigation and detection of crime. CORE FUNCTIONS Coordinating all national operations and deployments towards crime prevention; Coordinating all national operations and deployments 4 towards maintenance of law and order; Fostering an efficient and effective traffic management system to curb road carnage; Providing guidance, direction and advice on all matters concerning police operations; Maintaining liaison with Officers’ Commanding Police provinces; Designing national operations to curb illegal mining of precious minerals, vandalism of public infrastructure, i.e ZESA, NRZ and TELONE, poaching of wildlife, stock theft as well as management of disasters; Fighting crime through border and anti-poaching patrols, counter insurgents and anti-smuggling deployments as well as public order management; Providing police protection services to the VVIP, VIP as well as to key and vital installations; Creating and maintaining mutual beneficial relations between the police and the public through marketing services of the organisation; Providing real time actionable intelligence for the efficient management of public disorder incidents; Monitoring and evaluating national police operations; Monitoring and evaluating daily, weekly and monthly crime statistics. 5 6.3 HUMAN RESOURCES VISION To be the leading police service provider in the world by the year 2020 MISSION STATEMENT To plan for an effective and efficient human resource base that provides quality service to the police client through recruiting, training, placement, performance management as well as ensuring healthy and well catered for officers. CORE FUNCTIONS Coordinating activities in the areas of recruitment, promotion, transfers, training and career development of the organization; Training, developing and purposeful, efficient and effective posting of personnel; Identifying performance deficiencies, coordinating and directing all training activities and controlling the training budget in line with the training policy; Coordinating and monitoring the management of discipline in the organisation; Administering pay and records, discharges, boards, pensions, civilian personnel as well as honours and awards sections; Formulating policies that provide direction to the 6 leadership of the organisation; Ensuring the existence of structures and mechanisms for an effective performance management system; Carrying out performance audits within all police establishments; Developing officers and members of the organization and maintaining strategic partnerships with local and external institutions of higher learning; Providing quality and comprehensive health care to police officers, members, their legal dependants and police pensioners; Ensuring the availability of sporting and recreational activities to members; Ensuring the provision of primary and secondary education to dependants of serving members as a social welfare function; Ensuring that quality, effective and efficient welfare and chaplain services are provided to members and their dependants; Empowering and uplifting female police officers through various activities; Providing guidance in self-reliance programmes that are meant to improve social responsibility and well-being through home craft courses, workshops and seminars. 7 6.4 CRIME VISION To be the leading police service provider in the world by the year 2020. MISSION STATEMENT To effectively and efficiently analyze and monitor crime trends and patterns, disseminate accurate crime information to approved end users and to supervise the prevention, investigation and detection of crime in the country while ensuring that the entire process is executed within the legal and ethical framework. CORE FUNCTIONS Effectively managing crime through analyzing crime information and generating crime combating strategies; Standardizing procedures on handling crimes against women and children, criminals and accused persons; Ensuring close liaison between the department and stakeholders through consultative meetings; Coming up with methods of researching on crime concentrations, trends and motives; Maintenance of crime statistics including sexual crimes and domestic violence database; Ensuring timely dissemination of crime information to all stakeholders; 8 Reinvigorating the multi-sectoral approach in the prevention of sexual offences and other abuses to vulnerable groups in society; Enhancing the improvement of regional and international co-operation in the fight against crime; Attending to all civil claims concerning the Police in liaison with Home Affairs and Civil Division and responding to all calls from provinces and/or individuals in need of legal advice; Maintaining a database for corruption cases, both inside and outside of the organisation and generating strategies to combat the scourge; Ensuring the expeditious investigation of all complaints against police; Cultivating potential and active informers who will supply valuable information on regular basis; Gathering, analysing and disseminating information on criminals. 7.0 CLIENTS 7.1 External These include all members of the public outside the Zimbabwe Republic Police regardless of race, colour, sex, religion or other inclination. 7.2 Internal These include officers and members of the Zimbabwe 9 Republic Police, who may at any given time, require particular services either as individuals or at section or departmental level. 8.0 SERVICE COMMITMENT AND STANDARDS As the Zimbabwe Republic Police, we have committed ourselves to providing the most effective and efficient policing service to the public, giving due recognition to our diverse client groups including the most vulnerable members of society. The following standards of performance define the minimum level of service, which our clients may expect from us. 8.1 POLICE RESPONSE TO CALL FOR SERVICE This area covers the manner and timeliness of responding to any of the following services:- SERVICE OFFERED STANDARD Telephone calls To answer telephone
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