ZHRC Pushes for Responsive Governance Through Client Service Charters

Obey Musiwa

Herald Reporter

THE Zimbabwe Human Rights Commission (ZHRC) is holding a training workshop to enhance its capacity to assess local authorities and public institutions on their client service charters, which should promote accountability and transparency.

Speaking at the workshop held in Harare on Tuesday, ZHRC acting executive secretary Mr Erick Mukutiri said the training is not merely a bureaucratic exercise but a process to ensure local authorities serve the needs of communities.

“By developing robust Client Service Charters, we can set clear expectations for service delivery and foster a culture of accountability,” he said.

“The presence of representatives from the Urban Councils Association, Rural District Councils Association, and Residents Associations brings together diverse perspectives.”

He said the training is meant to protect the public against abuse of power and maladministration by the public institutions in line with ZHRC’s mandate.

“Together, we can foster an environment where accountability and service excellence are not just aspirations but a reality for all citizens,” he said.

As part of service delivery assessments, the Constitution recognises the Right of Access to Information (Chapter 4, section 62) provision.

The right to information plays a crucial role in promoting public body accountability and the realisation of other service delivery rights.

The Centre for Applied Legal Research executive director, Mr Nyasha Chishakwe, said the issue of responsiveness is a very important principle of good governance.

“Service delivery should not only be responsive to the needs of clients, but should also cater for their changing needs,” he said.

“They cannot continue to provide the same service as 10 years ago, the public sector must be responsive to the intended needs and preferences of the residents and the population.”

Combined Harare Residents Association programmes manager Ms Mable Murambiwa said the training came at a time when Harare residents are facing a myriad of challenges in service delivery provision.

“My understanding of assessing client service charters is evaluating the mandate, promises and standards of service delivery outlined in the service charter, which the public bodies are obligated to provide to the citizens,” she said.

“This training provided me with the skills to assess the client service charters of public bodies.”

Chitungwiza Progressive Residents Association’s secretary general Mr Gift Kurupati said residents should have access to essential services.

“Through this impartation from the ZHRC, we are to be equipped in terms of constitutional provisions and procedures to force service providers to deliver quality services,” he said.

“In the client service charter, all local authorities are obliged to provide essential services as a right.”