Dr. Musonda Simwayi COMMISSIONER

SERVICE DELIVERY CHARTER FOR THE DRUG ENFORCEMENT COMMISSION

Prepared by: DRUG ENFORCEMENT COMMISSION, LUSAKA, AUGUST, 2018

Table of Contents
1.0 PURPOSE OF THIS CHARTER.
2.0 VISION, MISSION, GOAL. 2.1 VISION.
2.2 MISSION.
2.3 GOAL.
3.0 CORE VALUES.
4.0 WHAT OUR CLIENTS SHOULD EXPECT FROM US.
5.0 STANDARDS OF QUALITY SERVICE DELIVERY.
6.0 OUR OTHER STANDARDS..
7.0 CLIENT RIGHTS AND OBLIGATIONS.
8.0 HOW TO COMPLAIN AND COMPLIMENT.
9.0 FEEDBACK MECHANISM.
10.0 ACCOUNTABILITY TO THE PUBLIC ON CHARTER PERFORMANCE.

PREFACE

This Service Delivery Charter constitutes a “social pact” between us as Drug Enforcement Commission and you our esteemed clients.

The Charter spells out the Commission’s core services offered and quality standards which our clients are expected to receive in line with our 2018 – 2021 Strategic Plan. It highlights our mission and the values that guide in the provision of quality service delivery. Further, the Charter provides our clients with a way to complain and compliment the Commission on its service delivery.

The Commission is committed to reviewing this charter following the expiration of its Strategic Plan to keep abre

ast with the developmental changes in the country. This service delivery charter has been developed to meet the gaps identified in the review of the 2013 – 2016 Strategic Plan and enhance our service delivery in line with the 2018 – 2021 Strategic Plan.

I therefore, recommend that this Charter be used as a tool for enhancing smooth interface between you our clients and the Drug Enforcement Commission.

Dr MUSONDA SIMWAYI

COMMISSIONER

1.0 PURPOSE OF THIS CHARTER

To enhance your awareness of the type of services the Commission provides;
To explain to you the standards of service you should expect to receive;
To outline your rights and responsibilities as a client;
To explain our rights and responsibilities as the Service Provider; and
To explain how you can lodge complaints and make suggestions about our service delivery.

2. 0 VISION, MISSION, GOAL

2.1 VISION

“A SMART and value-centred Drug Enforcement Commission”

2.2 MISSION

“To enforce the law on narcotic drugs, psychotropic substances and money laundering for a diversified and inclusive economy”

2.3 GOAL

“To achieve an increase in client satisfaction levels for a SMART and value-centred Commission by 2021”

3. 0 CORE VALUES

The core values of the Drug Enforcement Commission are:

Professionalism: We shall execute our duties in an ethical manner, according to the prescribed standards of the Commission.
Integrity: We shall uphold moral uprightness and put our obligations to the nation above our personal interests in the execution of our duties.
Team work: We shall collaborate to achieve a common goal in the most efficient and effective manner.
Innovativeness: In the execution of our duties, we shall apply new ideas and methods for better solutions.
Confidentiality: We shall be trustworthy by not revealing privileged information to unauthorized persons.
Accountability: We shall be answerable and responsible for our actions, omissions and decisions in a transparent manner.

4. 0 WHAT OUR CLIENTS SHOULD EXPECT FROM US

In support of the above values, the Commission will strive to continuously improve the standards of the services we provide so as to meet your needs and expectations. To this end, you, our esteemed clients have the right to expect timely provision of the following services:

Drug abuse counselling;
Investigation of money laundering and other white collar crimes;
Drugs and Money Laundering Prevention education; and
Combating drug trafficking and dismantling drug cartels.

5.0 STANDARDS OF QUALITY SERVICE DELIVERY

In conformity with the law and our core values, we pledge to provide services in accordance with the following standards.

Education and Counselling Services Department

*Service Type*		*Standard of Service*		*Duration*
1. *Drug Use Assessment*				Within 1 day
*Clients: Suspected drug abusers*	*Vital Steps*
	Provide personal details
	Consult with counsellor
	Collect assessment	1 day
*Requirements* – Minors should be accompanied by parents/guardians – Adults should be accompanied by a relative/friend – Family/friend should support counselling process – Person accompanying client to provide contact details

*Service Type*		*Standard of Service*		*Duration*
2. *Drug Test*				Within 1 day
*Clients: Suspected drug abusers*	*Vital Steps*
	Fill consent form
	Provide urine sample
	Collect results	1 day
*Requirements* – Signed consent form – Urine Sample

*Service Type*			*Standard of Service*	*Duration*
3. *Counselling Services*				Within 45 days
Clients: Drug experimenters, habitual users and drug addicts,	*Vital Steps*
	Provide personal details
	Consult counsellor
	Fill consent form
	Collect assessment		1 day
	Attend counselling sessions		43 days
	Attend final assessment		1 day
*Requirements* – Minor should be accompanied by parents/guardians – Adults should be accompanied by a relative/friend – Family/friend participation in counselling

4. *Service Type* *Social Re-integration of rehabilitated drug dependent persons*		*Standard of Service*		*Duration*
*Clients :* Rehabilitated drug dependent persons	*Vital Steps*			Within 30 days
	Complete counselling programme	1 day
	Request re-integration services	29 days
*Requirements* – Completion of counselling programme – Expression of interest for re-integration

*Service Type*			*Standard of Service*	*Duration*
5. *Drug prevention education*				Within 10 Days
*Clients :* NGOs, CBOs, FBOs, Educational institutions, workplaces, institutions implementing drug prevention programmes	*Vital Steps*
	Request programme		1 day
	Confirm participation		4 days
	Provide logistical requirements		2 days
	Attend programme		3 days
*Requirements* – Meet logistics for the training – Indicate area of interest

Anti-Money Laundering Unit

*Service Type*			*Standard of Service*	*Duration*
1. *Provision of safe, accessible and confidential reporting mechanisms*				Within a day
*Clients: General Public*	*Vital Steps*
	Contact Commission		1 day
	Submit report of suspected crime
*Requirements* – Written report of suspected crime

*Service Type*			*Standard of Service*	*Duration*
2. *Provision of feedback on investigation, arrests and seizures*				Within 5 Days
*Clients*: Persons/Organisations who have reported suspected money laundering activities		*Vital Steps*
		Contact Commission	1 day 4 days
		Submit request for status
		Obtain feedback
*Requirements*
– Provide evidence of interest in the matter

Anti-Drug Operations Department

Service Type		*Standard of Service*		Duration

1. Provision of reporting mechanisms				Within a day
*Clients:* General Public	*Vital Steps*
	Contact Commission
	Submit report of suspected crime	1 day
*Requirements*
– Written report of suspected crime

*Service Type*			*Standard of Service*	*Duration*

*2. Provision of feedback on investigation, arrests and seizures*				Within 7 days
*Clients:* Persons with interest in the case	*Vital Steps*
	Contact Commission
	Submit request for status		1 day
	Obtain feedback		6 days
*Requirements*
– Provide evidence of interest in the matter

*Service Type*			*Standard of Service*	*Duration*
*3. Security Vetting*				Within 15 Days
*Clients:* Government departments and Quasi Government Institutions	*Vital Steps*
	Request for vetting		1 day
	Receive feedback		14 days
*Requirements*
– Bio data on persons to be vetted

Press and Public Relations Unit

*Service Type*			*Standard of Service*	Duration

1. Press and Public Queries				Within 2 Days
Clients: Media houses and general public	*Vital Steps*
	Submit query		1 day
	Collect response		1 day
*Requirements* – Written query

*Service Type*			*Standard of Service*	*Frequency*
2. Press statements				Once a week
Clients: Media Houses	*Vital Steps*		Weekly

*Requirements* – Media house registration

*Service Type*			*Standard of Service*	*Duration*
3. *Publications*				Within 7 days
*Clients: General Public*	*Vital Steps*
	Submit request		1 day 6 days
	Collect publication
*Requirements* – Introductory letter for students and researchers – Written request for report explaining interest in the publication

*Service Type*			*Standard of Service*	*Frequency*
4. *Website*				Updated monthly
	*Vital Steps*
*Clients:* General Public			Monthly
*Requirements* – Internet access

*Service Type*			*Standard of Service*	*Frequency*
5. *Social Media (Facebook and Twitter)*				Updated twice a week
Clients : General Public		*Vital Steps*
			Twice a week
*Requirements* – Visit and Like Commission page

*Service Type*			*Standard of Service*	*Frequency*
6. *You tube videos*
*Clients:* General Public		*Vital steps*	Monthly	Uploaded once a month
*Requirements* – Visit and Like Commission page

7. *Commission Annual Report*			*Standard of Service*	*Frequency*
*Clients:* General Public		*Vital steps*		Up dated yearly
		Download document from Commission website	Yearly
*Requirements* – Internet access

6.0 OUR OTHER STANDARDS

IF YOU CONTACT US BY TELEPHONE

Our staff will identify themselves by name and department.

We will give clear and easy to understand advice
If we are unable to answer your enquiry immediately, we will advise you when you can expect a response.

IF YOU WRITE TO US

We will respond to your correspondence within 15 working days or less. Our responses will clearly show our reference number, the author’s name, office telephone, fax and email address.

We will endeavour to resolve your enquiry before we send you the response. If we are unable to do so, we will inform you of the progress we are making and when you can expect a response.

IF YOU VISIT OUR OFFICES

You will be guided to suitable parking slots;

You will be attended to immediately;
You will be ushered to the waiting room whilst waiting for clearance from respective offices;
You will be screened and referred to the appropriate office within 10 minutes;
If you have an appointment, you will be attended to within 20 minutes of your appointment time; and
Without an appointment, we will endeavour to attend to you within 45 minutes of your arrival.

7.0 CLIENT RIGHTS AND OBLIGATIONS

As our esteemed client, you have the right to expect the highest standards of service delivery from our Commission.

In this respect, you have the right to:

Accurate information on the service you are seeking from us;
Privacy and confidentiality with respect to personal and financial information, written or oral, that you communicate to us in the course of receiving a service from us;
Be treated with courtesy and consideration in all your dealings with us;
Complain through the given platforms when you receive sub-standard services; and
Participate in the review of this charter.

We ask from you the following:

To treat our staff with courtesy;
To provide accurate information when requested;
To promptly respond to requests for information by us;
Not to offer any gifts, favours or inducements to our staff or solicit the same from them; and
To comply with any existing Acts and Regulations, governing the provision of the service you are seeking.

8.0 HOW TO COMPLAIN AND COMPLIMENT

We encourage you to provide feedback (complaints and compliments) about our officers, staff and services. When complaining, we ask that you:

State clearly why you are not happy with the service or conduct of our officers and staff ;
State what you want to be rectified; and
Be honest.

Feedback can be provided via telephone, email, fax, and letter or in person by visiting our offices at the address given below:

The location of our Headquarters is as follows:

Drug Enforcement Commission,
Government Road, Plot 9347/8/9
Ridgeway,
LUSAKA

Mobile Numbers: +260 955684343
Fax: +260 211-254726

Telephone Numbers

- - Lusaka +260 211 253031
  - Chinsali +260 211 356090
  - Ndola +260 212 681313
  - Mansa +260 212 821496
  - Choma +260 213 221127
  - Mongu +260 217 221811
  - Nakonde +260 214 567030
  - Kabwe +260 215 223278
  - Chipata +260 216 221127
  - Solwezi +260 218 821677

Email: info@deczambia.gov.zm
Website: www.deczambia.gov.zm
Facebook: Drug Enforcement Commission

Office Hours: Monday – Friday 08.00 – 13.00 hours
14.00 – 17.00 hours

In order to safeguard your rights, we guarantee you utmost confidentiality and privacy in respect of your identity and substance of your complaint.

However, we encourage you to provide personal details such as postal address, telephone, email or fax. This will enable us to respond to your complaint expeditiously.

9.0 FEEDBACK MECHANISM

We will acknowledge receipt of all complaints, compliments and suggestions;
We will respond to your written complaints within 15 working days of receipt; and
Where we are unable to provide a response within that time, we will inform you when exactly we will be able to do so.

10.0 ACCOUNTABILITY TO THE PUBLIC ON CHARTER PERFORMANCE

We will continue to be transparent and accountable in the performance of our duties. To this end, we will publish information on our level of compliance with our service standards and guarantees we have made in this charter.

Specifically, we will:

Publish performance results against charter commitments in our Commission Annual Reports;
Report on charter performance to our clients and other stakeholders including our staff; and
Publish a summary of complaints categorized by type and frequency of occurrence and what actions we took in our Commission’s Annual Report and print media.

Service Charter