1. Isendlalelo2. Inhloso3. Izincazelo nezi�ngqo4. Isitatimende5. Imithetho yenqubomgomo6. Izinqubo7. Ukuhlolwa kokubuyekezwa kweNqubomgomo8. Izithasiselo8.1 Isheduli Yokuxhumana mayelana neNqubomgomo Yokunakekela Amakhasimende –Isithasiselo 1 8.2 Imigomo yeBatho Pele – Isithasiselo 28.3 Izinhlelo ezizosungulwa ziqaliswe ukuze kusebenze iNqubomgomo Yokunakekela Amakhasimende – Isithasiselo 3

Okuqukethwe

Umbhalo weNqubomgomo Yokunakekelwa Kwamakhasimende owamukelwa uMkhandlu mhla ka 30 Julayi 2014 iwona osetshenziswayo ngoba ufundeka kalula, ngakho lo mbhalo ofundeka kalula yiwo ozotholakala kuzo zonke izikhungo zezinsizakalo kanye nasemitapo yolwazi njengebhukwana ngazo zombili izilimi ezisemthethweni. Imibhalo yomibili, umbhalo osemthethweni owamukelwa nguMkhandlu, kanye nalo okulula ukuwufunda, iyatholakala ku www.durban.gov.za

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Ukuzibophezela Kwethu Ekunakekeleni Amakhasimende

UMasipala waseThekwini uyazibophezela ngokuhlinzeka ngomsebenzi wokubhekana namakhasimende ogxile kuwo amakhasimende futhi oseqophelweni eliphezulu futhi uncenga amakhasimende akhe ukuba abeke izimvo zawo ngokuthi singawahlinzeka kangcono kanjani ngosizo kuMasipala. UMasipala uphinde uzibophezele ngokulungisa isimo lapho umsebenzi ohlinzekiwe ungekho ezingeni elibekwe kule nqubomgomo.

Le migomo elandelayo eyemukelwa kwiNqubomgomo Yokuqala Yokunakekela Amakhasimende (2008) igcizelelayona indlela kaMasipala egxile kumakhasimende futhi yiyo ezoba imihlahlandlela yokuxhumana phakathi kukaMasipala kanye namakhasimende akhe:Inhlonipho–Sazisa ubuhlobo bethu namakhasimende ethu kanye nezakhamizi

• Ukunakekela Kahle Amakhasimende• Ukusebenza Okuhle• Ubuqotho Emsebenzini• Ukwethembana nokuzwana.

(1) Omasipala bakhiwe ngokoMthethosisekelo weRiphabhlikhi yaseNingizumu Afrika kanye noMthetho Wohulumeni Basekhaya: Umthetho Wokumiswa Komasipala, 1998 (uMthetho No. 117 ka 1998) ngenhloso yokufeza, phakathi kwezinye izinhloso, intandoyabantu kanye nokuphendula kukahulumeni emphakathini wendawo.

(2) Ngakho-ke, uMasipala waseThekwini, kufanele ulawule ukuthi uxhumana kanjani namakhasimende awo, imiphakathi kanye nezinhlaka zomphakathi ezihlelekile ezingaphansi kwemingcele yakhe kanti le Nqubomgomo Yokunakekelwa Kwamakhasimende yakha indawo nendlela yokuba nobudlelwane obuhle namakhasimende kanye nezakhamuzi zakhe.

(3) Le nqubomgomo iphinde ibhekelele namakhasimende angaphakathi, okungabasebenzi bamasipala abasiza abanye abasebenzi bamasipala. Ngaphezu kwezidingo zangokomthetho kanye nemigomo yeBatho Pele, imigomo namazinga kaMasipala yikho okuhlahla indlela yemithetho yokunakekela amakhasimende kanye nezinqubo zale nqubomgomo.

1. Isendlalelo

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2. Inhloso(1) Ukuqinisekisa ukuthi wonke amakhasimende kanye nezakhamuzi zikamasipala zihlinzekwa ngamasevisi ngendlela esezingeni elihle kakhu lu negxile kumakhasimende;

(2) Ukuqinisekisa ukuthi amazinga aphezulu okunakekelwa kwamakhasimende ayathotshel wa futhi ayahlonishwa, okubalwa ngisho nomgomo othi “kwenze kahle ngesikhathi sokuqala”; kanye

(3) Nokuhlinzeka ngezindlela zokulungisa, uma kwenzeka kuba nekhasimende elingazange ligculiseke.

(1) Izincazelo3. Izincazelo Nezifingqo

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Itemu Incazelo

Imigomo yeBatho Pele Uhlelo lweBatho Pele umzamo wokuba abasebenzi baHulumeni bazi futhi bazame ukwenza kahle ngesikhathi benza umsebenzi wabo wokuhlinzeka ngezidingo kanye nokuzibophezela ekuqhubekeni nokwenza kangcono. Luyindlela elula, nengafihli lutho, evumela amakhasimende ukuba enze abasebenzi baHulumeni ukuba baphendule ngohlobo lwamasevisi eliwanika abantu.

AmakhasimendeAbantu uMasipala ahlangabezana nabo nsuku zonke. Laba bafaka abantu abahlala ngaphansi kwendawo kaMasipala, izivakashi eziza kuMasipala wethu, abantu abenza ibhizinisi noMasipala kanye namakhasimende angaphakathi.

Amasevisi oMkhandlu Kusho amasevisi ahlinzekwa nguMasipala.

Isithangamu Sokunakekelwa Kwamakhasimende Uhlaka lokuphatha olwakhiwe abasebenzela iminyango ethintekayo ekusebenzisaneni namakhasimende kuMasipala.

Inombolo yosizo Inombolo yamahhala lapho amakhasimende engabika khona ngesevisi engahlinzekwanga ngendlela kanye nangezinye izindaba eziphathelene namakhasimende noma ukukhalaza ngamasevisi.

Amazinga Okunakekelwa Kwamakhasimende Izinga “indlela yokukala” futhi “iqophelo eliphezulu”.Izinga lomnyango lokuhlinzeka ngamasevisi liyinto eyisifiso (soMnyango

kanye nezakhamuzi) futhi liyafezeka.

Amaqembu okugxilwe kuwo Amaqembu akhethiwe ubulungu bawo obunqunywa izikhathi ngesikhathi yiSithangamu Sokunakekelwa Kwamakhasimende

ukuze abhekana nezindaba ezimayelana nokuhlinzekwa kwezidingo zamakhasimede.

iThekunet i-Inthanethi yangaphathi kumasipala.

Uhlelo lwe Mystery Shopper Uphenyo lolu olwenziwa inkontileka noma i-ejensi ezimele ukuhlola ukusebenza kwabasebenzi kanye nesikhungo

samakhasimende isebenzisa izindlela ezinqunyiwe zokuhlola.

Ukuhlolana kweminyango Umzamo owenza ukuba iMinyango ikwazi ukuhlola ukusebenza kweminye iminyango mayelana nokuphathwa

kwamakhasimende.

iMinyango Iminyango eyehlukene ebhekene nemisebenzi eyehlukene kuMasipala.

Stratman All Umhlangano ohlanganisa bonke abaphathi abakhulu obizwa yiMenenja yeDolobha njalo ngenyanga.

(2) Izi�ngqo

(a) CSQ: Customer Satisfaction Questionnaire (Imibuzo yokuthola ukugculiseka kwamakhasimende); (b) ICMS: Integrated Complaints Management System (Uhlelo Oludidiyele Lokusingatha Izikhalo);(c) IDP: Integrated Development Plan (Uhlelo Lwentuthuko Oludidiyele);(d) IPP: Individual Performance Plan (Ipulani Yokusebenza Komuntu Ngamunye);(e) SCSU: Sizakala Customer Service Unit (uMnyango wakwaSizakala);(f ) SDBIP: Service Delivery Budget Implementation Plan (Ipulani Yokusebenzisa Ibhajethi Ukuhlinzeka Umphakathi Ngezidingo); kanye ne(g) WSP: Workplace Skills Plan. (Uhlelo Lokuthuthukiswa Kwamakhono Abasebenzi)

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(1) Iphupho likaMasipala waseThekwini ukuthi ngonyka ka 2030 iTheku liyokwaziwa njengedolobha elinakekelayo futhi okuhlaleka kahle kulo ukuwedlula wonke e-Afrika, lapho izakhamuzi ziphilisana ngokuthula.

(2) Kepha, uMasipala ubhekene nezinselelo kwezenhlalo ezidalwa ububha, ukungabi namakhaya, udlame, ubugebengu kanye nokungahlalisani kahle, isimo somnotho esingazinzile esibhekene nezakhamuzi okubalwa kuso izinga eliphezulu lokungasebenzi kwabantu, kanye nokuxwaya uguquko nesidingo sokushintsha umqondosimo mayelana nokuphathwa kanye nokudlelwane namakhasimende1.

(3) Okuhle ngoMasipala waseThekwini ukuthi unesimo sezepolitiki esizinzile kanye nabaholi abazibophezele, ngaleyo ndlela uyakwazi ukuba nezindlela zokubhekana nalesi sihlava esihlasele ezenhlalo nomnotho edolobheni.

(4) UMasipala wemukela iNqubomgomo yokuqala Yokunakekela Amakhasimende ngonyaka ka 2008 ukuze ulawule zonke izinhlaka zawo zokunakekelwa kwamakhasimende. Ngesikhathi sohlelo lokubuyekeza kabanzi le nqubomgomo ngo 2013, kwabonakala ukuthi leya nqubomgomo yayingazibhekeleli ngokwanele izindawo ezibalulekile futhi yayingahambisani nemihlahlandlela yezinqubomgomo eyamukelwa nguMasipala, njengoba sesibhale le nqubomgomo ebuyekeziwe futhi yemukelwa nguMkhandlu mhla ka 30 Julayi 2014

4. Isitatimende

1 The White Paper on Local Government (1998).

(5) Uhlelo lokubuyekeza lwalufaka ukuxhumana nalezi zinhlaka: (a) Ukuxhumana namaKomidi amaWadi; (b) Yayiswa nasesithangamini Sokunakekelwa Kwamakhasimende; (c) Yathunyelwa naku Stratman All ukuze babeke izimvo zabo; (d) Kwamenywa umphakathi ukuba ubeke izimvo zawo; kanye (e) Nokuxhumana naba bambiqhaza abafanele nezinhlangano zemiphakathi2 .

(6) Ngaphezu kwalokhu, kwenziwa nocwaningo kusetshenziswa le mithombo: (a) Inqubomgomo Yokunakekela Amakhasimende yakuMasipala waseKnysna; kanye (b) Nebhuku elingumhlahlandlela Lobudlelwano Namakhasimende likaMasipala waseTshwane.

(7) Ngesikhathi kwenziwa le nqubomgomo, uMasipala uthobele yonke imigomo kazwelonke yezomthetho nokwenziwa kwezinqubomgomo ephoqelela uMasipala ukuba aqinisekise ukuthi unobudlelwano obuhle nezakhamuzi kanye namakhasimende akhe, ngaleyo ndlela aqinisekise ukubamba iqhaza okusebenzayo nokuzibandakanya kwabantu ezindabeni zikamasipala.

(8) Umthetho osebenzayo kule Nqubomgomo: (a) Amalungelo njengoba ebekiwe kuMqulu Wamalungelo oyiSahluko 2 soMthethosisekelo weRiphabhlikhi yaseNingizimu Afrika, 1996. (b) Izinhloso zikaHulumeni wasekhaya njengoba zibekiwe eSahlukweni 7 soMthethosisekelo weRiphabhlikhi yaseNingizimu Afrika, 1996 : (i) Ukuhlinzekela ngentando yeningi noHulumeni okwazi ukuphendula emiphakathini yendawo; (ii) Ukuqinisekisa ukuhlinzekela imiphakathi ngamasevisi ngendlela enokugcineka; (iii) Ukukhuthaza ukuthuthuka kwesimo senhlalo nomnotho; (iv) Ukukhuthaza indawo ephephile nenempilo; kanye (v) Nokukhuthaza ukubamba iqhaza kwemiphakathi kanye nezinhlangano zemiphakathi ezindabeni zikaHulumeni wasekhaya.

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2 Bheka isiThasiselo 1 ukubona amagama amaqembu nabantu okwaxhunyanwa nabo.

(1) Ukusebenza kweNqubomgomo

(a) Le nqubomgomo isebenza kuwo wonke amakhasi mende angaphandle kaMasipala futhi kumele iphoqelelwe futhi isetshenziswe kuyo yonke iminyango, okubalwa ngisho abasebenzi abahleli emahhovisi abo, nabasizayo, njengoba iqhaza labo libalulekile ohlelweni lonke lokuhlinzeka ngezidingo.

(b) Lawo mazinga afanayo okusebenza okuhle kumele asebenze kuzo zonke izigaba zamakhasimende okubalwa ngisho awangaphakathi, okungabasebenzi baMasipala besiza abanye abasebenzi baMasipala.

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5. Imigomo yeNqubomgomo

Ukubonisana nabantu Ukulungisa amaphutha

Amazinga alindelekile okusebenza

Okuyifanele imali

Ukufinyelela kosizo kubantu Ukugqugquzela ukuphuculwa kokusebenza nokuhlomulisa ngomsebenzi omuhle

Ukuqinisekisa inhlonipho Igaleleo lokwethulwa kwezidingo emphakathini

Ukuhlinzeka ngolwazi Ubuholi nokuhlahla indlela

Ukungafihli nokwenza konke obala

4 Bheka isiThasiselo 2

(9) Imigomo yeBatho Pele eyingxenye yemizamo yezepolotiki kazwelonke yokukhuthaza abasebenzi baHulumeni ukuba bathande umsebenzi wabo nokusiza abantu futhi noMasipala waseThekwini owayemukela, kanye neminye emithathu yokwengeza eyemukwa Isishayamthetho saKwaZulu-Natali3 yasetshenziswa ekwakheni Amazinga Okunakekela Amakhasimende. Ukuqaliswa kwemigomo yeBatho Pele kwenzelwa ukuba kukhuthazwe uguquko Hulumeni wasekhaya kanye nokuguqula isimomqondo sabasebenzi kanye nezakhamuzi4 .

(10) Kungenxa yalolu hlaka lwemithetho nezinqubomgomo ukuba uMasipala akhe uhlaka kanye nomhlahlandlela okuzolawula kukhombe indlela ngobudlelwane bakhe namakhasimende kanye nezakhamuzi zakhe.

3 Imigomo yeBatho Pele

(2) Imisebenzi yezikhungo

(a) INhloko: Sizakala Customer Service Unit noma lowo oqokwe yiyo banejoka lokuthwala le nqubomgomo.

(b) UMnyango wakwaSizakala yiwo ongumnikazi wale nqubomgomo futhi kumele uhlele ukusetshenziswa kwayo; uqinisekise ukuthi uyayelusa futhi uyihlole ukuthi isetshenziswa ngakho yini.

(c) Isithangamu Sokunakekelwa Kwamakhasimende sinomsebenzi wokuhlela nokusingatha ukuqaliswa kanye nokubuyekezwa kweNqubomgomo Yokunakekela Awamakhasimende kanti izikhathi ngezikhathi, ingakha amathimba amancane okusebenza kanye namaqeqeba okuzogxilwa kuwo ukuze abhekane nanoma yini uma kunesidingo.

(d) IziNhloko zayo yonke iminyango kumele zithwale ijoka lokuphoqelela amazinga aphezulu okuphathwa kwamakhasimende kanye nokusetshenziswa kwawo futhi ziqinisekise ukuthi amazinga okusebenza njengoba ebekiwe kule nqubomgomo ayalandelwa ngabasebenzi uma bebhekene namakhasimende angaphakathi nawangaphandle.

(e) Ihhovisi leBatho Pele kumele lenze umsebenzi wokushumayela nokwalusa ukuthotshelwa kwamazinga okusebenza.

(3) Ukuzibophezela emigomweni yeBatho Pele

(a) Wonke amakhasimende kumele ngaso sonke isikha thi athole amazinga aphezulu okunakekelwa kwawo.

(b) Abasebenzi kumele bahlinzeke ngezidingo zemin yango yabo ngendlela efanele, enga�hli lutho futhi bakwazi ukuphendula.

(c) Wonke amakhasimende kumele akwazi uku�nyelela kwizinsiza zikamasipala ngendlela elula, eseben zayo futhi bakwazi ukuzingenela ngokwabo.

(d) Ngokwenqubo yokusebenza okuhle kuMasipala, uMasipala kumele abeke amakhasimende akhe phambili kuyo yonke into ayenzayongomoya othi “kwenze kahle ngesikhathi sokuqala”.

(e) Wonke amakhasimende kumele a�nyelele kulo lonke ulwazi lukaMasipala olufanele ukuze asizakale.

(f ) Umthelela kumakhasimende kumele ucatshangwe uma kuhlelelwa imiphakathi kanye noma sekuh linzekwa ngezidingo.

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(4) Amazinga Okunakekela Amakhasimende–Ukuqinisekiswa Kwezingaqophelo

(a) UMasipala waseThekwini uzibophezele nokuqhubeka wenze ngcono amazinga amasevisi ahlinzekwa nguMasipala kumakhasimende nezakhamuzi.

(b) UMasipala kumele njalo uhlinzeke ngamasevisi futhi usingathe izikhalo ngendlela enokucabangela, ngesikhathi, eyanele futhi esebenzayo.

(5) Ukusingathwa Kwamazinga Ethu Okunakekela Amakhasimende

(a) UMnyango wakwaSizakala, ngokubambisana neSithangamu Sokunakekelwa Kwamakhasimende, kumele ubeke indlela nohlelo lokusingatha amazinga okunakekelwa kwamakhasimende kanye namathuluzi afanele okwalusa ukusebenza okuhambisana nalawo mazinga.

(b) Izimvo, izikhalo kanye nezincomo ezilethwe ngamakhasimende kumele kukhonjiswe ukuthi zitholakele futhi zifakwe ohlelweni ngendlela ezosiza uMasipala ukuba abe nguHulumeni ogxile kumakhasimende.

(6) Ukwazisa ngeNqubomgomo

(a) UMnyango wakwaSizakala kumele usebenzise izindlela zokuxhumana ezahlukene ukuze wazise ngale nqubomgomo: (i) Imigomo yeBatho Pele kanye Namazinga Okunakekelwa Kwamakhasimende kumele kuphanyekwe endaweni yokwamukela abantu kuyo yonke iminyango kaMasipala; (ii) Inqubomgomo kumele ihunyushwe ngesiZulu igaywe njengebhukwana ngazo zombili izilimi ezisetshenziswa kuMasipala waseThekwini futhi itholakale kuzo zonke izikhungo zemisebenzi kaMasipala kanye nakwimitapo yolwazi; futhi (iii) Inqubomgomo kumele ifakwe kwi inthanethi: www.durban.gov.za kanye nakwi inthanethi yangaphakathi iThekunet.

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(b) Amaphephandaba kanye nemisakazo kumele kusetshenziswe njalo ukwazisa ngenombolo yamahhala yosizo kanye neminye imininingwane efanele yokuxhamana ngolwazi oluthinta amakhasimende.

6. Izinqubo(1) Ukusebenza kwezinqubo

(a) Umnyango wakwaSizakala uyoshicilela imigomo yeBatho Pele kanye namazinga okunakekela amakhasimende kwi inthanethi www.durban.gov.za nakwi inthanethi yanga phakathi iThekunet.

(b) Umnyango wakwaSizakala uyoqinisekisa ukuthi abasebenzi baqeqeshwa ngokuqhubekayo ngemigomo yeBatho Pele namazinga okunakekela amakhasimende.

(c) Abasebenzi abasha bazofunda ngokunakekelwa kwamakhasimende ngesikhathi bejwayezwa noma befundiswa umsebenzi, ngokuya ekhozini ye Introduction to Local Government.

(2) Imisebenzi Yezikhungo

(a) INhloko: Sizakala Customer Service Unit izobika ngezindaba eziphathelene nokunakekelwa kwamakhasimende eMkhandlwini kanye naseSithangamini sokunakekelwa Kwamakhasimende njalo ngekota.

(b) INhloko: Sizakala Customer Service Unit inomsebenzi wokunakekela amakhasimende kanye nokwalusa nokuhlola ngokwale nqubomgomo kanti lo msebenzi uyofakwa nakwi IPP ne SDBIP yayo.

(c) Isithangamu Sokunakekelwa Kwamakhasimende siyohlangana njalo ngekota lapho kuyodingidwa khona imibiko kanye namaphrojekthi aphathelene nokunakekelwa kwamakhasimende, kanti amaminithi emihlangano yaso ayothalakala eMnyangweni wakwaSizakala.

(d) Zonke iziNhloko zeminyango kumele zithathe izinyathelo zokwenza ngcono ukunakekelwa kwamakhasimende ngokuhlela uqeqesho kanye nokuphatha okuhle, bese zibika emihlanganweni yeSithangamu Sokunakekelwa Kwamakhasimende.

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(e) Umsebenzi weziNhloko wokunakekela amakhasi mende ngokwale nqubomgomo uyofakwa kwi IPP yayo.

(f ) Ihhovisi leBatho Pele lizohlangana njalo ukudingida izinto ezizokwenziwa ukukhuthaza imigomo yayo kuyo yonke iminyango, leseke oshampeni beBatho Pele, futhi liyobika njalo ngekota eSithangamini Sokunakekelwa Kwamakhasimende.

(3) Ukuzibophezela kwiBatho Pele

(a) Kuzoba noqeqesho olunzulu noluqhubekayo oluzokwenziwa mayelana nayo yonke imikhakha yokunakekelwa kwamakhasimende kanye nemigomo yeBatho Pele.

(b) Kuyoyonke imisebenzi eqondene namakhasimende, ukunakekela kahle amakhasimende kusho ukuthi:

(i) Amakhasimende azophathwa ngomusa, isithunzi nenhlonipho;

(ii) Amakhasimende kuzokhulunywa nawo ngolimi alukhethayo ngokuhambisana neNqubomgomo Yolimi kaMasipala waseThekwini; (iii) Amakhasimende azonika ulwazi aludingayo futhi anikwe nencazelo efanele uma usizo aludingayo lungatholakali; futhi (iv) Amakhasimende azokwaziswa ngenqubekelaphambili ekulungiseni izikhalo, izicelo noma imibuzo yawo.

(c) Ukuzibophezela ekunikeni amathuba alinganayo, ukunika amandla kanye noku�nyelela kuzokwenzeka ngokuhlinzeka ngale misebenzi elandelayo: (i) Ukweseka, ukutolika kanye nokuhumusha uma kudingeka; (ii) Izimpawu ezicacile zokuyalela amakhasimende; (iii) Ukuhunyushwa kwemibhalo nezinqubomgomo kusuke olimini lwesiNgisi kuye kolwesiZulu; (iv) Ukuhlinzeka ngotolika bolimi lwezimpawu uma kunemihlangano yokucobelelana ngolwazi kanye neziMbizo;

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7. Policy Evaluation And Review

(v) Amabhilidi okungeneka kalula kuwo futhi amukelayo; (vi) Izindawo zokungena abakhubazekile uma kwenzeka; (vii) Amakhosombe lapho amakhasimende engakhuluma khona ngezinto eziyim�hlo eziwathintayo; kanye (viii) Nezibonakaliso zezithombe, izishicilelo, amaphosta kanye nemifanekiso.

(d) Izinkundla eziningi kanye nabezindaba kuyosetshenziswa ukuze kuxhunyanwe kahle namakhasimende, okubalwa nalezi: (i) Ubuso nobuso (eSizakala nakwezinye izikhungo zokusiza amakhasimende); (ii) Ukuxhumana esikhungweni sezingcingo; (iii) Ukuxhumana kwi-inthanethi; (iv) Ukuxhumana emithonjeni yezindaba nokwazisa; kanye (v) Nokuxhumana nezinkumbu zabantu.

(e) Kukho konke ukuhlela nokuletha izidingo kubantu kukaMasipala, kuyocatshangwa ngomthelela walokho emphakathini ngaso sonke isikhathi.

(4) Amazinga Okunakekelwa Kwamakhasimende – Ukuqinisekiswa Kwezingaqophela

(a) Amazinga okunakekelwa kwamakhasimende abekiwe kufanele: (i) Asebenziseke kalula, agxile emakhasimendeni, akaleke futhi abeke amakhasimende phambili; (ii) Kube nesitatimende esicacile esichaza ukuthi abasebenzi kumele basebenze kanjani namakhasimende; futhi (iii) Ahambisane namathagethi abekiwe okusebenza nawo angabuyekezwa.

(b) Lapho kuba nezinkinga khona, abasebenzi kumele: (i) Balungise inkinga ngokushesha; (ii) Bazise amakhasimende uma kungaba nokubambezeleka; (iii) Bazise ikhasimende ngenqubekela phambili izikhathi ngezikhathi; futhi (iv) Bazise ikhasimende ukuthi lixhumane nobani uma lingagculisekile ngesevisi noma ngomphumela eliwutholile.

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(5) Ukusingatha Amazinga Ethu Okunakekela Amakhasimende

(a) Inqubomgomo Yokunakekela Amakhasimende izosekwa Umqulu Wokunakekela Amakhasimende, Amazinga Okunakekela Amakhasimnde kanye Nesifungo Sokunakekela Amakhasimende esisayinwa yibo bonke abasebenzi abasebenza ngqo nomphakathi sokuthi bazoyithobela le nqubomgomo.

(b) Izinhlelo zabasebenzi kanye nezokusingatha ukusebenza ukuze kusingathwe ngendlela amazinga okunakekelwa kwamakhasimende zizosungulwa nguMnyango wakwaSizakala kanti Isithangamu Sokunakekelwa Kwamakhasimende sizokwakha namathimba okusebenza.

(6) Ukwazisa ngeNqubomgomo

(a) UMnyango wakwaSizakala uzosebenzisana noMnyango wakwa Communications ukwakha uhlelo lokwazisa ngale nqubomgomo besebenzisa imithombo yokwazisa eyehlukene njengoba kubekiwe kwiMigomo yeNqubomgomo (6)(a)no(b).

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7. Ukuhlolwa Nokubuyekezwa KwenqubomgomoUkuhlolwa nokubuyekezwa ngokwale sheduli kuzokwenziwa emva kweminyaka emihlanu.

Izinhloso Imiphumela Izinkomba Indlela yokukala

(1) Ukuqinisekisa ukuhlinzekwa ngezidingo okusezingeni eliphezulu,

(2) Ukuhlinzeka wonke amakhasimende nezakhamuzi zikaMasipala ngezidingo ngendlela egxile kumakhasimende.

• Ukuthobela imigomo yeBatho Pele • Ukuthobela imigomo kaMasipala.

• Isibalo sabasebenzi abaqeqeshelwe imigomo yeBatho Pele

• Izinhlelo ezizokwenziwa yihhovisi leBatho Pele

• Isibalo sabasebenzi abaqeqeshelwe indlela yokuziphatha emsebenzini nokukhwabanisa

• Ukusebenza kahle kwe ICMS

• Umbiko ngokuthuthukiswa kwamakhono

• Umbiko wonyaka wehhovisi leBatho Pele

• Umbiko wakwa City Integrity and Investigation ngoqeqesho lwendlela yokuziphatha emsebenzini nokukhwabanisa

• Umbiko weWSP • Ucwaningo lokugculiseka

kwamakhasimende (3) Ukuqinisekisa ukuthi amazinga

aphezulu okunakekela amakhasimende ayathotshelwa futhi alandelwe, okubalwa nomgomo othi “kwenze kahle ngesikhathi sokuqala”.

• Ukuthobela Umqulu Wokunakekela Amakhasimende

• Ukuthobela Amazinga Okunakekela Amakhasimende

• Ukuthobela Isifungo sokunakekela Amakhasimende

• Isibalo sabasebenezi abaqeqeshelwe Amazinga Okunakekela Amakhasimende

• Izimpendulo eziphuma ezikhungweni ngocwaningo lokugculiseka kwamakhasimende

• Izimpendulo ngohlelo lwe Mystery Shopper

• Umbiko ngocwaningo lokugculiseka kwamakhasimende

• Umbiko ngohlelo lwe Mystery Shopper

(4) Ukuhlinzekela ngezindlela zokulungisa isimo uma kwenzeka ikhasimende lingagculisekile.

• Izinhlelo zokulungisa isimo • Uhlelo oludidiyele lokusingatha

izikhalo

• Ukuphendula isikhalo emahoreni angu 24 sitholakele

• Okutholakele ocwaningweni lokuhlola ukugculiseka kwamakhasimende

• Okutholakele ohlelweni lwe Mystery Shopper

• Umbiko ngezibalo ze ICMS • Umbiko ngokugculiseka

kwamakhasimende • Umbiko ngohlelo lwe Mystery

Shopper

8. Izithasiselo8.1. Isithasiselo 1. Isheduli yokuxhumana nomphakathi ngeNqubomgomoIyatholakala www.durban.gov.za

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8.2. Isithasiselo 2 Imigomo yeBatho Pele njengoba yamukelwa Isishayamthetho saKwazulu-Natali ngo 2009.

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Umgomo Incazelo

Ukubonisana Nabantu Ungasitshela ukuthi yini oyidingayo kithina: Uzobuzwa ngemibono yakho maqondana namasevisi esihlinzekela ngawo umphakathi njengamanje futhi ungasitshela nokuthi yikuphi okunye ongakuthanda.Wonke amazinga emiphakathi kuzoxoxiswana nawo futhi imibono yakho izodluliselwa kwiMenenja yeDolobha. Kufanele kuboniswane nawe maqondana namazinga kanye namaqophelo osizo olunikezwa umphakathi futhi, lapho kungenzeka, kufanele unikezwe ilungelo lokukhetha owenzelwa kona.

Amazinga Alindelekile Okusebenza Gcizelela ukuba sizigcine izithembiso: Yonke iMinyango kaMasipala waseThekwini kuzodingeka ukuba futhi sishicilele amazinga alindelekile okusebenza maqondana nemisebenzi eyenzayo kanye naleyo emisha. Akuvumelekile ukuba amazinga ehliswe. Azokweluswa ahlaziywe kabusha okungenani kanye ngonyaka bese eyakhushulwa kancane kancane. Kufanele utshelwe ngamazinga kanye neqophelo lamasevisi kaMasipala umphakathi ohlinzekwa ngakho ukuze wazi ukuthi kufanele ulindeleni.

Ukufinyelela kosizo kubantu Wonke umuntu kufanele athole okumfanele: Iminyango kaMasipala kufanele izibekele amazinga okufanele ihlangabezane nawo okuqikelela ukuthi usizo lwayo luyafinyelela kubantu. Kufanele yenze izinhlelo eziyisipesheli zokwenza ngcono ukuhlinzekwa ngosizo kwabantu abakhubazekile nalabo okungelula kubona ukuba bafinyelele emathubeni.Wena nazo zonke izakhamizi kufanele nifinyelele ngokulinganayo osizweni eninelungelo lalo.

Inhlonipho Ungakwamukeli ukuphathwa kabi: Yonke iminyango kufanele izibekele amazinga okuphatha, amasiko kanye nezinhlelo zokuqeqesha. Indlela abaziphatha ngayo abasebenzi izokweluswa, kanti ukungahloniphi angeke kubekezelelwe. Izakhamizi kufanele ziphathwe ngenhlonipho nangesizotha.

Ulwazi Unelungelo lokuthola imininingwane ephelele: Uzothola amaqiniso aphelele, okuyiwo futhi akamuva maqondana nosizo onelungelo lalo. Ulwazi kufanele lutholakale ezikhungweni okutholakala kuzona usizo, emithonjeni yezindaba yendawo kanye nangolimi lwendawo. Izinombolo zocingo kanye namagama abantu kufanele kuvele kuzo zonke izindlela zokuxhumana. Kufanele unikezwe ulwazi oluphelele nokuyilo maqondana nosizo onelungelo lokulithola.

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Umgomo Incazelo

Ukungafihli Nokwenza Konke Obala Isakhiwo sokuphatha kufanele sibe yincwadi evulekile: Unelungelo lokwazi. Izinombolo zabasebenzi beminyango, iminingwane yabasebenzi abaphethe, ukusetshenziswa kwezimali kanye nokuqhathaniswa kokusebenza kanye namazinga angeke kube yimfihlo. Imibiko izoshicilelwa ngobubanzi. Kufanele utshelwe ukuthi Umasipala waseThekwini usebenza kanjani, izindleko zawo nokuthi ubani ophethe.

Ukulungisa Amaphutha Izikhalazo zakho kufanele zenze ushintsho: Kuzosungulwa izindlela zokuqopha noma yikuphi ukungagculiseki komphakathi futhi bonke abasebenzi bazoqeqeshelwa ukuba bakwazi ukusukumela isikhalazo ngokushesha nangendlela efanele. Uzothola umbiko njalo ngemiphumela. Uma ungalutholanga usizo olusezingeni elithenjisiwe, kufanele isakhamuzi sithole incazelo ephelele kuxoliswe ngokuphelele kwenziwe ngendlela efanele.

Okuyifanele Imali Imali yakho kufanele isentshenziswe ngobuhlakani: Ukhokha ama-rates kanye nezinye izintela ukuze kukhokhelwe izindleko zokuphatha koMkhandlu. Unelungelo lokugcizelela ukuthi imali yakho mayisentshenziswe kahle. Iminyango kufanele ikunikeze ubufakazi bokuthi izimali ziyongiwa nokuthi ohlelweni lwayo kukhona ukwenziwa ngcono kwamazinga abantu ngosizo. Ukuhlinzekwa kwemiphakathi ngezidingo kufanele kwenziwe ngendlela efanele futhi eyonga imali ukuze uthole lokho okuyifanele imali yakho.

Ukugqugquzela Ukuphuculwa Kokusebenza Nokuhlomulisa Ngomsebenzi Omuhle

Kumele kukhuthazwe imibono emisha yabasebenzi, ikakhulukazi uma leyo mibono izokwenza ngcono ukuhlinzekwa kwezidingo isize nangokwenyusa amaqophelo okusebenza. Abasebenzi kufanele babongwe ngemibono emisha nokusebenza ngokulandela imigomo emisiwe. Futhi ngaphandle kokulandela izindlela ezibekiwe lokhu kungenziwa ngezindlela eziningana ezehlukene, ngokubahlelela izidlo zasemini ezikhethekile, ngokubanika izitifiketi nangezinye izindlela ezinhlobonhlobo zokukhuthaza. Ukusungula izindlela ezikhuthaza ukusebenza kangcono namasu amasha okwenza izinto ngezindlela ezehlukile.Ukusiqaphela njalo isibalo samagalelo abonakele kanye nomthelela wemibono namasu amasha asentshenzisiwe.

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Umgomo Incazelo

Igalelo Lokwethulwa Kwezidingo Emphakathini

Ngokulandela yonke imigomo yeBatho Pele kanye kanye, kufanele senze ngcono esikwenzayo, lokho okufanele kulandelwe ubungcono kulokho esikwenzela amakhasimende ethu. Ngokusebenza ngokubambisana, esikwenzayo sizokwenza kangcono futhi siyosiza ukwenza ngcono impilo yomphakathi siwusebenzelayo. NgokoMthetho wezakhamizi zase- KZN, yonke iminyango kaHulumeni wesiFundazwe izibophezele ekuhlonzeni umehluko owenziwe ukusebenza kwayo ngokulandela i Batho Pele empilweni yezakhamizi za KwaZulu-Natali eminyakeni emithathu yokuqala nanjalo emva kweminyaka emihlanu ngemuva kwalokho.

Ubuholi Nokuhlahla Indlela Noma kusiphi isikhungo, ubuholi bubalulekile. Abaholi kufanele bahlahle indlela, babe yisibonelo ekuholeni kwabo. Abaholi kufanele kube semahlombe abo ukwakha isimo esifanele esikhuthaza amasu amasha nezindlela ezintsha zokusebenza. Abaholi okuyibonabona kufanele bafukule abantu ababaholayo ukuba basebenze ngokubambisana, bahlele bendawonye futhi bafinyelele ndawonye kulezo zinjongo nemigomo ebekiwe yokwethulwa kwezidingo emphakathini. Ukusungulwa kwamasu agxile ekunakekelweni kwamakhasimende, asebenzayo nokulula ukuwalandela. Abaholi bazokwenza izindlela zokuthola imibono yamakhasimende , abangaphansi kwabo ngokwezikhundla, abasezingeni labo kanye nabasezikhundleni ezingaphezulu kwezabo ngekhono labo lobuholi nelokuphatha. Abaholi kumele babe nezinhlelo zokuzithuthukisa bona.

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The Human Resources and Performance Management Units

Ukufaka ukugculiseka kwamakhasimende nokusebenza ngokwamazinga afanele njengomsebenzi onqala ezivumelwaneni zokusebenza kwabasebenzi abasebenzisana ngqo nomphakathi.

Skills Development Unit Ukuqinisekisa ukuthi izinhlelo zoqeqesho ezihlinzekwa kubasebenzi baMasipala ziba nokuthile okuphathelene nokunakekelwa kwamakhasimende kuzo.

IDP office Ukusebenzisa imiphumela yokuhlola ukugculiseka kwamakhasimende ngesikhathi kwenziwa uHlelo Lwentuthuko Edidiyele.

Community Participation and Action Support Unit

Ukufundisa umphakathi kanye namakhasimende ngamalungelo awo okunakekelwa njengamakhasimende kanye namajoka awo njengomphakathi, ngalokho kuqinisekiswe ukuthi ayazi ukuthi kumele anike futhi alindele ini kuMasipala.

Sizakala Customer Service Unit Ukuthola izimpendulo kumakhasimende izikhathi ngezikhathi bese kufakwa izimvo zamakhasimende ezinhlelweni zokwenza ngcono ukuhlinzeka ngezidingo.

Customer Care Forum and Human Resources Unit

Ukuqalisa uhlelo lokuqaphela nokuhlomulisa abasebenzi abenza kahle kakhulu emsebenzini wabo wokunakekela amakhasimende.

Peer Review Mechanism Ngokusebenzisa uhla lwemibuzo ukuthola ukuthi abasebenzi bangaphakathi bayawagculisa yini amakhasimende angaphakathi okungabasebenzi beminye iminyango. Ukwakha inkundla lapho iminyango iyocobelelana khona ngokuzebenza kwayo okuhle.

8.3 Isithasiselo 3 Izinhlelo ezizosungulwa ziqaliswe ukuze kusebenze kahle Inqubomgomo Yokunakekela Amakhasimende

Sizakala Customer Service Unit 60 Kings Road

PinetownContact: (031) 311 6101

Enquiries : Customer Service Information O�cer (031- 311 6264Email: sizakala@durban.gov.zaStatistics and Information Section