Service Commitment Charter
The vision of Khanya is to be a world leader in sustainable curriculum delivery through the use of Information Communication Technology (ICT).
By the start of the 2012 academic year, every educator in every school of the Western Cape will be empowered to use appropriate and available technology to deliver curriculum to each and every learner in the Western Cape.
The Khanya project is a project of the Western Cape Education Department (WCED) initiative and supports its policies, as well as the policies of the Western Cape Province. This includes the notion of a Better Home For All, the Batho Pele principles and Human Capital Development Programme.
The particular contribution of Khanya is to assist schools to acquire ICT facilities and to enable them to use these facilities for curriculum delivery purposes. The following support functions are included:
Khanya sees itself as a continually evolving and improving organization. It is responsive and receptive to changing school, educator, WCED staff, and learner needs. The views of these stakeholders are important to Khanya. Ongoing input and suggestions for improving service delivery are encouraged.
Khanya believes that its greatest asset is its professional, committed staff members who demonstrate great dedication in their everyday working lives. They are committed to providing quality client service, as well as being receptive to stakeholder needs.
Stakeholders may communicate with Khanya in the following ways:
When dealing with Khanya in any of the ways listed above, one can expect the response to be:
Khanya subscribes to the principles of Batho Pele and believes that people (learners, educators, community members and other stakeholders) must always come first. One may therefore expect, inter alia, treatment in harmony with the following:
Consultation: Full consultation will take place with all stakeholders during the planning, implementation and training phases of an intervention at a school.
Service standards: Realistic service standards pertaining to individual projects are defined in the project plan in measurable terms and quality assurance mechanisms are put in place to ensure that high service standards are maintained.
Courtesy: Courtesy is not only being polite to stakeholders, but being friendly, helpful and treating everyone with dignity and respect. Khanya has a code of conduct for staff members and it is expected of each of them to adhere to this code at all times.
Access: Although Khanya wishes to support all schools, access applies especially to the disadvantaged sectors of the community and to people with special needs. Available funding is allocated on a priority basis to assist poor schools and those serving learners with special needs.
Information: All stakeholders should be given full, accurate information about the services that Khanya could offer them. This information is predominantly made available through the Khanya website, but it is recognized that some stakeholders may not have immediate access to this medium. It is for this reason that the Khanya magazine and other reports are circulated from time to time.
Openness and transparency: Khanya must be open and honest about every aspect of its operation. The project plans must clearly explain how funds are spent relative to a particular school. An annual report provides details about the previous year’s activities, its successes, failures, lessons learned and proposed steps for rectification. Khanya facilities are open for inspection at any time by authorized stakeholders.
Dealing with complaints: It should be easy for stakeholders to express their dissatisfaction with any services provided by Khanya. These complaints should be lodged as explained in the section FEEDBACK below. Khanya will make every effort to rectify the situation and record all the details of the incident in a Complaints Register, to be used as a barometer of service satisfaction.
Giving best value: Khanya will always strive to render service in the most economic and efficient manner so that funds spent (state funds, school funds and donor funds) add the greatest value.
In order to meet and improve service delivery standards, Khanya welcomes feedback. Khanya must be informed of:
One can provide this feedback by:
Further information about Khanya services can be obtained by visiting the project's website and blog: