Client Service Charter

INTRODUCTION

The Office of the Effutu Municipal Chief Executive is one of the Central Management Agencies (CMAs) operating within the Government Machinery. It is tasked to ensure that Effutu Municipal Assembly units and departments are optimally structured and adequately staffed with the right skills mix to provide appropriate policy advice to the political leadership and to transform sector policies into implementable and monitor-able plans, programmes and projects to accelerate national development.

MANDATE OF THE EFFUTU MUNICIPAL ASSEMBLY

L.I 1860 of 2007 established the Effutu Municipal Assembly and the appointment of the Effutu Municipal Chief Executive who is mandated to:

Be the Chief representative of the Central Government in the Municipality
Preside at meetings of the Executive Committee of the Assembly
Be responsible for the day-to-day performance of the Executive and Administrative functions of the Municipality
Supervise departments in the Assembly

VISION OF THE EFFUTU MUNICIPAL ASSEMBLY

A Municipality of excellence pursuing a sustainable and integrated development in a well-planned, secured and investor-friendly environment within the context of social equity and good governance.

MISSION OF THE EFFUTU MUNICIPAL ASSEMBLY

The Effutu Municipal Assembly exists to facilitate the improvement of the quality of life of people within the Assembly’s Jurisdiction through equitable provision of services of the total development of the Municipality within the context of good governance.

This mandate is realized:

To complete all ongoing projects within the Municipal Assembly Area.
To strengthen institutional capacity of the Municipal Assembly.
To provide high standard of education and good health conditions in the Municipality.
To improve the financial base of the Assembly.
To improve sanitation and waste management in the Municipality.

VALUES OF THE EFFUTU MUNICIPAL ASSEMBLY

The core values of the Effutu Municipal Assembly;

Equity in Allocation.
Quality of Programme and Project delivery.
The efficient management of resources.
Accountability and Transparency in Government.

OBJECTIVES OF THE EFFUTU MUNICIPAL ASSEMBLY

1. To provide socio economic infrastructure and services in the Municipality

2. To ensure efficient and effective Revenue Mobilization and Management

3. To ensure clean, safe and Healthy Environment in the Municipality

4. To promote socio economic activities in the Municipality, especially for the vulnerable and the excluded

5. To improve upon the logistics and human resources of the Municipality

6. To enhance good governance and civic responsibility by strengthening the administrative setup of the Municipality

7. To promote effective private sector participation in the development of the Municipality

8. To facilitate the development and application of information, communication and technology (I.C.T.) base of the Municipality

To achieve the above objectives, the Effutu Municipal Assembly:

Develops, administers and implements relevant bye-laws and regulations to manage and enhance the efficiency and effectiveness of the Effutu Municipal Assembly.

Interprets, monitors, evaluates and reviews human resource policies on recruitment, appointment, promotion, discipline and exiting from the Local Government

Undertakes management reviews for the organizational development of the Effutu Municipal Assembly.

Ensures the availability of professional and competent staff in the Effutu Municipal Assembly.

FUNCTIONS

Responsible for the overall development of the district.
Submission of development plans of the district to the Commission for approval.
Preparation of the budget of the district related to the approval plans and submission to the Minister for Finance.
Formulate and execute plans, programmes and strategies for the effective mobilization of the resources necessary for the overall development of the district.
Promote and support productive activity and social development in the district and remove any obstacle to development.

Initiate programmes for the development of basic infrastructure and provide municipal works and services in the district
Be responsible for the development, improvement and management of human settlement and district environment.
In co-operation with the appropriate national and local security agencies to be responsible for the maintenance of security and public safety in the district.
Ensure ready access to court in the district for the promotion of justice.
Initiate, sponsor or carry out such studies as may be necessary for the discharge of any of the functions conferred by this act or any other enactment.
Perform such other functions as may be provided under any other enactment

WE ARE RESPONSIBLE FOR

Provide developmental control services in the Municipality
Provide basic social amenities
Responsible for the overall development of the Municipality
Promote and support productive activities that bring development to the Municipality
Registration of marriage and divorce
Management of environmental sanitation
Undertake revenue mobilization
Guide ,encourage and support Sub-District Local Government ,public agencies and local communities to discharge their roles in the execution of their duties
Registration of business and licenses to operate
To perform any other function provided for under any other legislature.

OUR SERVICE STANDARDS

We promise to deliver the following services within the time names below:

SERVICE	TIME FRAME
Registration of marriage or divorce	22 days
Liquid waste dislodgement	1 week
Fumigation and pest control	2 days after request
Auctioning of stray animals arrested	10 days after arrest
Court action against rates, fees and licenses defaulters	After 31^st March each year
Registration of contractors/Business	1 day
Issuance of building permit	Within three (3) months
Assistance to needy but brilliant students	– As and when funds are available – Urgency of the issue
Accessing health care	– One (1) month for formal sector applicants – Three (3) months for informal applicants

WHAT WE EXPECT FROM THE PUBLIC

To enable the Effutu Municipal District Assembly satisfy the needs of its clients in a timely manner, we expect the following from the public

Ensure that all necessary requirements are met before submission of application for registration.
Ensure that the approved fees are paid.
Strictly adhere to the procedure for lodging documents and obtaining official receipt for services paid for
Identify yourself by name and if necessary organization and group
Accord our staff the outmost respect
Inform us if you are not satisfied with our services

INFORMATION TRANSPARENCY AND CONVENIENCE

The Effutu Municipal Assembly will endeavor to provide its clients with all the necessary information they need to access our service.
Information sheets and pamphlets will be made available to our clients/customers service unit.
Information counters will be made available at our client service unit
A suggestion box will be placed at client/customer service unit to facilitate feedback on the quality of our service.
We will provide clean healthy and friendly reception areas for our clients and customers.
Clients/customer service improvement survey will conducted once a year and the results published for enhanced service delivery.
Accurate and reliable information will be provided by staff.
Friendly and courteous customer service officers will always be available to serve

WHAT TO EXPECT FROM US

In writing, we will:

Reply to all letters within five (5) working days on receipt. If we cannot answer all your questions within that time, we will inform you in writing and/or by telephone when to expect a full reply
Treat e-mails which are duly signed as official documents.

By telephone, we will:

Answer the telephone between two (2) to three (3)
Identify ourselves by organization, name and
Inform you when you may expect a full reply, in case we are unable to answer your enquiry
Redirect you to the appropriate quarters if the matter in question is not in our area of competence

On appointment, we will:

See you within ten minutes of the agreed
Answer your questions immediately, but if we cannot, we will let you know why and when you can expect an answer from

The Effutu Municipal Assembly is located in the Government Business Area adjacent The Trauma and Specialist Hospital (Central Regional Hospital) and opposite THE STAGE

OUR MAILING ADDRESSES ARE:

THE OFFICE OF THE MUNICIPAL CHIEF EXECUTIVE

EFFUTU MUNICIPAL ASSEMBLY POST OFFICE

P. O. BOX 1

WINNEBA

TEL: 233-209-664476

E-MAIL: info@effutuma.gov.gh

WEBSITE: www.effutuma.gov.gh

SOME IMPORTANT TELEPHONE NUMBERS

NO.	CONTACT PERSON	PHONE NUMBER(S)
1.	MUNICIPAL CHIEF EXECUTIVE	0302 665880
2.	MUNICIPAL CO-ORDINATING DIRECTOR	0302 666602/682338
3.	MUNICIPAL FINANCE OFFICER	0302 682336
4.	MUNICIPAL INTERNAL AUDITOR	0302 682311/682315
5.	MUNICIPAL BUDGET OFFICER	0302 660032
6.	MUNICIPAL PLANNING OFFICER	0302 664538
7.	MUNICIPAL WORKS ENGINEER	0302 667874
8.	MUNICIPAL PROCUREMENT OFFICER
9.	PUBLIC RELATIONS OFFICER	0302 664476
10.	CLIENT SERVICE UNIT	233-209-664476

COMPLAINTS AND COMMENTS

WHEN REGISTERING A COMPLAINT

When contacting us if you are dissatisfied with a service from Effutu Municipal Assembly or other Effutu Municipal Assembly Organization, we would like you to:

Identify yourself
Be clear why you are not
Indicate what you expect the Effutu Municipal Assembly to do
Keep a record of events
Follow up with the relevant staff member, if possible

WHERE TO ADDRESS YOUR COMPLAINTS

You may address your comments and complaints to:

OFFICE OF MUNICIPAL CHIEF EXECUTIVE

EFFUTU MUNICIPAL ASSEMBL

P. O. BOX 1

WINNEBA

TEL: 233-209-664476

E-MAIL: info@effutuma.gov.gh
The Client Service Unit located at the main reception area on the ground floor of the main Effutu Municipal Assembly building.

YOUR VIEWS COUNT

If something goes wrong we will be glad to hear about it from you. We are continuously trying to improve our standards. To do this we need to know what kind of service you need and how this compares with the service we provide. We promise to consider your views when reviewing our standards, but most importantly take it into account when serving you.

Where you are still not satisfied with the outcome, you may address your comment/ complaints to:

THE MUNICIPAL CHIEF EXECUTIVE

EFFUTU MUNICIPAL ASSEMBLY COUNCIL