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Service Charter

 

 

 

Dr. Musonda Simwayi, COMMISSIONER

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.