SERVICE COMMITMENT CHARTER
DIRECTORATE: CHIEF FINANCIAL OFFICE
GROUND FLOOR TREASURY HOUSE
PIETERMARITZBURG
3200
VISION
Aspire to be the best in financial management & support
MISSION
To promote sound financial management. Provide quality services & products and deliver
innovative financial management solutions which will enable line managers to deliver on
their respective mandates, whilst crating an effective financial management environment
that will ensure effective use of the Department’s resources.
WHERE CAN WE BE FOUND
We are situated within Treasury House, on the Ground Floor, from Rooms G3 to G20
OUR COMMITMENT TO OUR CLIENTS
We, the Chief Financial Office commit ourselves to the following principles:
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To render assistance to our clients in a friendly and courteous manner
To welcome constructive criticism from clients
To work and interact as a team and abide by professional standards in our
interactions
To be accessible to our colleagues, and to perform our duties efficiently and
effectively, by being committed to team work
To be sincere, transparent, loyal and trustworthy in the cause of performing our
functions
To be regarded and treated with fairness, respect and professionalism; and
To be recognized and valued for our effort and hard work
THE SERVICES WE PROVIDE AND CLIENTS
SERVICES
 Expenditure Control
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Payroll Control
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Provide cashier and banking
services
Provide travel and subsistence
services
Provisioning of SCM
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Budgeting Support
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CLIENTS
MEC, HOD, line managers, Internal staff
members, service provider
MEC, HOD, line managers, Internal staff
members.
MEC, HOD, line managers, Internal staff
members.
MEC, HOD, line managers, Internal staff
members.
MEC, HOD, line managers, Internal staff
members, SCM Centre of excellence
MEC, HOD, line managers, Internal staff
members.
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Financial Reporting
MEC, HOD, line managers, Internal staff
members.
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Financial Planning
MEC, HOD, line managers, Internal staff
members.
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Provide financial management
support
MEC, HOD, line managers, Internal staff
members.
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Internal Control
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Asset Management
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Provide Loss Control Services
MEC, HOD, line managers, Internal staff
members.
MEC, HOD, line managers, Internal staff
members, Provincial Asset Management
Unit
MEC, HOD, line managers, Internal staff
members.
BENEFITS OF OUR SERVICES
We will assist and support you in attaining service excellence in the performance of your
line function through:
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Enhanced and sound financial Management
Conducive working environment
Conducive working environment
Well informed workforce
Innovative Financial solutions
OUR SERVICE STANDARDS
WE WILL:
Process all invoices within 30 days of receipt.
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Prepare and submit AFS to AG & Treasury before 31 May each year.
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Compile MTEF as prescribed by Treasury
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Compile and submit Annual Report to Legislature by 31 August.
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Ensure that all suspense accounts have zero balance at the end of every month.
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Clear Bank exceptions within 3 working days.
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Process SCM requisitions with 5 working days.
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Barcode all assets within 2 days of receipt
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Process bids within 120 days of validity period
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Resolve Auditor General’s queries before the end of financial year.
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Hold meetings with Responsibility Managers
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Attend to reported losses and thefts immediately.
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Process S&T advances within 2 days of receipt.
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Shall recover all outstanding revenue due to the state within prescribed period.
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Shall provide advice and guidance on all financial related matters in a prompt
professional manner.
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To promote an environment conducive to sound financial management.
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Shall provide IRP 5 certificates annually
Integration of Batho Pele to our services and standards
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Consultation
Citizens will be consulted about the level and quality of the Public Services
they receive and, wherever possible, will be given a choice about the services
that are offered.
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Service Standards
Citizens will be told what level and quality of public service they will receive
so that they are aware that what to expect. These standards will be set at a
level that is demanding yet realistic.
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Suggestion Boxes
Consultative Forum
CFO Portal
Bi-annual survey’s on services rendered
To publish the Standard Commitment Charter for public scrutiny and
suggestions on areas of improvements, suggestions and areas of
improvements; and
Develop/review and monitor performance improvement plan annually.
Access
All citizens will have equal access to the services to which they are entitled.
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We have indicated our physical location i.e Ground Floor, Treasury
House.
We will indicate the specific service rendered on each office door.
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Courtesy
Citizens will be treated with courtesy and consideration.
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We will use the CFO Portal and e-mail service to disseminate information
to staff members.
Publishing the results of the customer satisfaction survey two months after
being conducted.
Openness and Transparency
Citizens will be given information on how the three spheres of government,
that is, national, provincial and local government and the various
departments function, as well as the cost of the services provided.
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Providing customer service training that includes the Batho Pele principles
and associated action plans to all staff members within CFO
Dissemination of information, creation of awareness and conducting of
workshops on the Public Service Code of Conduct to all staff members;
Acknowledge of correspondence within three working days;
Speedy reply to correspondence; and
Improvement of public relations, code of conduct, dress code and
telephone etiquette.
Information
Citizens will be given full and accurate information a bout the public service
they are entitled to receive.
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We will publish our starting and finishing official hours; and
Increased accessibility to disabled customers.
100% compliance with the Promotion of Access to Information Act; and
Making available contract details of relevant officials.
Redress
If the promised standards of service are not delivered, citizens will be
offered an apology, a full explanation and a speedy and effective remedy.
When complains are made, citizens will receive a sympathetic, positive
response.
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We will use CFO Portal to receive and deal with complaints.
Train secretary to the Manager on how to deal with complaints
adequately.
Value for Money
Public services will be provided economically and efficiently in order to give
citizens the best possible value for money.
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Delivery of services according to approved business plans and within the
allocated budget – to be reported on in annual reports; and
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Encouraging Innovation and Rewarding Excellence
Departments will ensure that an environment conducive to the delivery of
services is created to enhance the capacity of their personnel to delivery
good services.
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Establish Ministerial Awards for the department;
Participate in the Premier Service Excellence Awards; and
Establish Learning Networks within the department to share best practices.
Service Delivery Impact
Departments will measure and report regularly, using the sum total of all
Batho Pele initiatives, the impact of the Batho-Pele based service delivery on
the lives of the citizens of KwaZulu-Natal, in the first three years and,
thereafter every five years.
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Identifying best practices / innovations related to cost saving mechanisms
that will be included in quarterly and annual reports.
To establish a measure to report regularly on the impact of our services on
the lives of citizens.
Leadership and Strategic Direction
All the leaders in the service delivery chain will provide direction, create
alignment, engage staff, create effective partnerships and demonstrate
ethical and sound values.
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Dissemination of information on the strategic focus of the department of
all staff;
Customer focused, effective, user friendly and aligned strategic plans to be
in place and published; and
Conduct climate surveys to obtain feedback from subordinates, peers,
superiors and customers on their leadership style, conflict-handling skills,
communication, motivation, decision making and inter-personal skills.
Dealing with your complaints
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Tell us immediately, and we will try to rectify the problem as soon as possible;
If you are not satisfied, we will investigate your complaint and revert to you
within 5 working days; and
We will respond to electronic complaints within three working days.
Dealing with your telephonic queries
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We will answer the phone within 3 rings;
We will identify ourselves, be polite and helpful;
We will respond to telephonic complaints within 4 working days; and
Starting and finishing times
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You can contact us between 7:30 am and 4:15pm Monday to Friday.
Contact details
You may contact one of the following staff listed below for more information or to
discuss problems:NAME
Mr I.T Ndlovu
DESIGNATION
Chief Financial Officer
Mrs N. P Mqadi
Deputy Manager: Supply
Chain Management
Mr J.B Nkata
Deputy Manager:
Accounting Services
Deputy Manager:
Management Accounting
Assistant Manager: Budget
& Reporting
033 - 897 4427
033 - 897 4381
Assistant Manager: Asset
Management & Loss
Control
Assistant Manager:
Expenditure
033 - 897 4484
033 - 897 4381
Vacant
Mrs S. Kunene
Mr S.H Dlamini
Mr S Shabalala
Vacant
Vacant
Vacant
TEL/FAX
033 - 897 4460
033 - 897 4381
033 - 897 4338
033 - 897 4230
033 - 897 4354
033 - 897 4381
033 - 897 4478
033 – 897 4230
Assistant Manager: Supply
Chain Management
Assistant Manager:
Strategic Management
Support
Assistant Manager:
Revenue and Systems
Control
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Chief Financial Officer
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Date
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Head of Department
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Date