MINISTRY OF INFORMATION COMMUNICATION TECHNOLOGY, POSTAL AND COURIER SERVICES (MICTPCS)

CLIENT SERVICE CHARTER 2016

 

  1. Preamble The Ministry of Information Communication Technology, Postal and Courier Services was established in 2009. The main focus of its mandate is to advance the use of Information Communication Technologies, Postal and Courier Services throughout the country, so as to develop an information society. The Client Service Charter serves as an interactive platform for the ministry to articulate the services and products it offers and also indicate the quality and standard of service to be delivered, information on redressing grievances, how public servants will discharge their functions and also for clients to articulate their needs and expectations. This creates a relationship conducive for continuous improvement, which is a characteristic of a learning organization.

 

2. Vision A knowledge-based society with ubiquitous connectivity by 2020.

 

3. Mission Exploit the potential of ICTPCS for sustainable socio-economic development in Zimbabwe.

 

4. Mandate 1. Develop appropriate policies and strategies that enhance provision of ICT, telecommunications, postal and courier services

 

2. Develop an enabling environment for the creation of a knowledge-based society that transgresses across all levels of society

 

3. Spearhead the development of appropriate regulatory frameworks that facilitate the promotion of information communication technology, telecommunications, postal and courier services

 

4. Champion and promote ICT literacy and utilization in the country in order to enhance regional and international competitiveness as a nation

 

5. Develop ICT access channels e.g. information kiosks and community information centres for the less privileged members of society to have access to developmental information

 

6. Establish and manage an e-government framework structures and applications at national level

 

7. Evaluate the impact of ICT, telecommunications, postal courier services across all sectors of the economy

 

8. Champion, promote and coordinate national ICT, telecommunications, postal and courier research and development of cost effective software, hardware and infrastructure so that it reaches best international standards

 

9. Develop supportive and enabling communications infrastructure to ensure equitable access to ICTs by all citizens including disadvantaged groups and rural communities

 

10. Introduce and enforce stringent quality of service standards in the provision of ICTs

 

11. Create a conducive environment for investment in the areas of ICTs, telecommunications, postal and couriers services through public private partnerships

 

12. Exercise oversight over parastatals and state owned enterprises under the Ministry

 

Sources of the Mandate

 

1. Mandate of the Ministry of Information Communication Technology Postal and Courier Services (MICTPCS) 2013 Document

 

2. Office of the President and Cabinet (OPC)

 

3. Central Computing Services (CCS) Operational Standards of 1994

 

4. Postal and Telecommunications Act of 2000

 

5. Interception of Communications Act

 

5. Core Values

 

- Ethics

 

- Honesty

 

- Integrity

 

-Loyalty

 

- Passion

 

- Professionalism

 

- Transparency

 

- Trust

 

6. Service Commitments and standards/What to expect from the organization Ministry wide Approximate time to provide service

 

Increase ICTPCS access and utilization from 20% to 30% 12 months

 

Maintain 98% system availability (ITU Benchmark) All times

 

Exhibit at ZITF and HAS Annually

 

Provide high quality service to all clientele All times

 

Respond to written requests/enquiries 5 working days

 

Respond to verbal requests Immediately

 

Interact with clients and stakeholders in a courteous and respectful manner All times

 

Attend to clients with or without appointments All times

 

Promote 100% corporate governance in line with standing statutes annually All times ICT Services

 

Provide ICT technical assistance to line Ministries and Government departments As requested

 

Develop and maintain national systems All times

 

Develop public sector ICT standards in conformance with international best practices for ICT Service providers All times

 

Provide ICT training programmes for the public sector and citizens As requested/All times Research on ICT trends and support ICT innovation All times

 

Promote the development of ICT products paying particular attention to the disadvantaged communities and citizens (rural areas, people living with disabilities, women, children and the aged)

 

Yearly Coordinate and streamline the ICT sector to enable it to contribute to the national GDP All times Research, Infrastructure Development and Management

 

Develop, manage and maintain central government ICT infrastructure e.g. PFMS All times

 

Develop supportive and enabling communications infrastructure to ensure equitable access to ICTs by all citizens including disadvantaged groups and rural communities All times

 

Establish, manage and maintain government data centre All times

 

Establish and manage e-government infrastructure All times

 

Service and upgrade government ICT infrastructure All times

 

Policy Coordination, Development and e-Government

 

Develop appropriate policies, regulatory frameworks and strategies that enhance provision of ICTPCS Annually

 

Develop an enabling environment for the creation of a knowledge-based society that transgresses across all levels of society Annually

 

Develop supportive and enabling infrastructure e.g. information kiosks and Community Information Centres (CICs) to ensure equitable access to ICTs by all citizens including disadvantaged groups and rural communities Yearly

 

Establish and manage e-Government framework, structures, applications and services at all levels Yearly

 

Promote research into and the development and use of new techniques by persons engaged in commercial activities connected with posts and telecommunications Yearly

 

Monitor the conduct and running of Information Communication Technology, Postal and Courier Services including the establishment of standards and their enforcement Annually

 

Finance, Administration and Human Resources

 

Acknowledge all enquiries with respect to financial, administrative and human resources 24 hours

 

Disburse released funds 24 hours

 

Honour invoices from creditors 30 days depending on availability of funds

 

Provide training and development services to staff to enhance service delivery Yearly depending on availability of funds

 

Acknowledge requests for goods and services from internal clients 1 day

 

Provide advice on human resources issues to clients Immediately

 

Provide occupational health, safety and welfare services including HIV and AIDS training to ensure a healthy workforce Annually

 

Legal Services

 

Advise and represent the ministry on legal issues Timeously

 

Internal Audit

 

Monitor and evaluate the internal control systems in the ministry including recommendations on risk management All times

 

7. Obligations and Rights

 

Ministry's obligations to clients:

 

The ministry undertakes to:-

 

-Provide efficient and timely ICTPCS to all citizens taking cognizance of gender interests as well as disadvantaged groups.

 

-Make timeous response to communication/instructions and requests/returns.

 

- Provide accurate and relevant information.

 

-Courteous assistance at all times

 

8. Feedback/How to contact the Organization

 

For any information or complaints or grievances relating to the above services, clients can contact the Ministry through the Secretary for Information Communication Technology, Postal and Courier Services on 04 – 706446 or 0712871160 or smkundishora@ictministry.gov.zw

 

9. Contact Addresses

 

Physical Address Ministry of information Communication Technology, Postal and Courier Services 76 Samora Machel Avenue 7thFloor, Bank Chambers, Harare

 

Postal Address Ministry of Information Communication Technology, Postal and Courier Services Private Bag CY 419 Causeway, Harare Website www.ictministry.gov.zw

 

Contact Details of Management

 

Designation Contact Person Mobile Phone Office Telephone e-Mail Address

 

Minister Hon. S. Mandiwanzira 0712202907 04-793376 smandiwanzira@ictministry.gov.zw

 

Deputy Minister Hon. W. Mlambo 0716800961 0712236475 04-763020 wmlambo@ictministry.gov.zw

 

Permanent Secretary (Suggestions and Complaints) Eng S.M. Kundishora 0712871160 04-706446 smkundishora@ictministry.gov.zw

 

Principal Director S.C. Chigwamba 0712403803 04-792820 scchigwamba@ictministry.gov.zw

 

Director ICT Services B. Chirume 0712408263 04-252318 bchirume@ictministry.gov.zw

 

Director Policy Coordination & e-Government G. Chingonzo 0712325558 04-705272

 

gchingonzo@ictministry.gov.zw

 

Deputy Director Human Resources M. Mugwisi 0712884646 04-708408 mmugwisi@ictministry.gov.zw

 

A/Deputy Director ICT Operations S. Kachote 0772866942 04-702955 skachote@ictministry.gov.zw

 

A/Deputy Director, Administration A.Musindo 0772973911 04-706330 amusindo@ictministry.gov.zw

 

Chief Auditor E.Tirwokunze 0773755522 04-796620 etiriwokunze@ictministry.gov.zw

 

P/A to Hon. Minister 04-252986

 

Registry Office R.Choruwa - 04-707347/763025 rchoruwa@ictministry.gov.zw     

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76 Samora Machel Avenue

7th Floor, Bank Chambers,

Harare

Tel: (+263) 24 707347

Fax: (+263) 24 792297

 

Email: info@ictministry.gov.zw

         ministryict@zarnet.ac.zw

Website: http://www.ictministry.gov.zw