
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 |
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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 |
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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 |
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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 | |||
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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 | |||
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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 |
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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 |
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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 | ||||
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Service Type | Standard of Service | Frequency | |||
2. Press statements | Once a week | ||||
Clients: Media Houses | Vital Steps | Weekly
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Service Type | Standard of Service | Duration | |||
3. Publications | Within 7 days | ||||
Clients: General Public | Vital Steps | ||||
Submit request | 1 day
6 days |
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Collect publication | |||||
Requirements – Introductory letter for students and researchers – Written request for report explaining interest in the publication |
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Service Type | Standard of Service | Frequency | |||
4. Website | Updated monthly
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Vital Steps | |||||
Clients: General Public |
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Monthly |
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Service Type | Standard of Service | Frequency | |||
5. Social Media (Facebook and Twitter) | Updated twice a week
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Clients : General Public | Vital Steps | ||||
Twice a week | |||||
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Service Type | Standard of Service | Frequency | |||
6. You tube videos | |||||
Clients: General Public | Vital steps | Monthly | Uploaded once a month | ||
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7. Commission Annual Report | Standard of Service | Frequency | |||
Clients: General Public | Vital steps | Up dated yearly | |||
Download document from Commission website | Yearly | ||||
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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
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- 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
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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.