ROAD DEVELOPMENT AGENCY

Transcription

1 ROAD DEVELOPMENT AGENCY CUSTOMER SERVICE CHARTER RDA: TRANSFORMING ZAMBIA INTO A TRULY LAND LINKED COUNTRY 1

2 1.0 GLOSSARY ZSIC - Zambia State Insurance Corporation ICT - Information and Communication Technology 2.0 INTRODUCTION The Service Charter for the Road Development Agency covers the following: 3.0 WHO WE ARE 2.1 Who we are; 2.2 Our Values; 2.3 What we do; 2.4 Our Services; 2.5 Our Commitment to you; 2.6 Our Service Guarantee; 2.7 How we shall be held accountable; The RDA is a Body Corporate established by the Public Roads Act No. 12 of 2002 to provide care and maintenance for the entire Public Roads Network as defined under Part II Section OUR VALUES Our guiding philosophy under seven core principle values that are expected to form the bedrock of its organizational Culture across its value chain are: i. Transparency - in all RDA operations and with stakeholders within their specific data access requirements. ii. Excellence in function and service to ensure that quality remains at the centre of the value chain. iii. Team-work - in accomplishing tasks and assignments in order to promote good attitude, skill and knowledge sharing, ownership and cohesion iv. Integrity - in service execution throughout the value chain in order to safe guard performance levels envisaged within prescribed budgets, specifications and time frames. v. Zero Tolerance to Corruption in all dealings across the value chain in order to safe guard the public resources entrusted to the Agency and thereby ensuring that the national development agenda is not impeded, sidetracked or delayed. vi. Accountability - to all stakeholders within their hierarchy of priority so that confidence levels are continuously strengthened. vii. Innovativeness - in service delivery throughout the value chain in order to safe guard and enhance performance levels envisaged within the strategic plan 2

3 5.0 VISION To be the leading Road Authority in Africa that is providing a world class Road Network in Zambia 6.0 OUR MISSION STATEMENT To provide a World Class Road Network that supports socio-economic growth in Zambia through: 6.1 Professional, Competent and Motivated Staff; 6.2 Innovative funding models for road infrastructure; 6.3 Cutting edge designs & Construction Methods; 6.4 Strategic alliances with Proficient Service Providers & Stakeholders; 6.5 Effective usage of Research & Development and Information Communication & Technology 7.0 OVERALL MANDATE To Plan, Manage and Coordinate the entire Road Network in Zambia 8.0 WHAT WE DO The RDA s core functions are to Plan, Manage and Coordinate the entire Road Network in Zambia. This is achieved through the following: a) Carry out routine and emergency maintenance of public roads; b) Conduct feasibility studies for the development, maintenance and improvement of the road network in Zambia; c) Recommend to the Minister the appointment of any person or institution as a road authority as well as provide technical assistance to the road authorities; d) Receive and consider reports from road authorities on their activities and prepare quarterly and consolidated annual reports; e) Prepare and review terms of reference and guidelines for road authorities including budget guidelines; f) Make recommendations in relation to sitting of buildings on road-sides; g) In consultation with the National Road Fund Agency, recommend to the Minister funding for development of new roads; h) In consultation with the owners of property served by an estate road and the National Road Fund Agency, determine the proportion of the cost of construction and maintaining an estate road to be borne by such owners; i) Prepare and award contracts and certify works for public roads; j) Review design standards and classification of roads and traffic signs; k) Plan and co-ordinate the road network in the country; l) Enforce axle load control. 3

4 9.0 OUR COMMITMENT TO YOU 9.1 To provide the highest level of safety on our roads 9.2 Ensure that our roads are kept in a maintainable condition 9.3 To provide quality road network that ensures value for money 9.4 To ensure environmentally friendly road 9.5 Transparency and accountability in award of road projects 9.6 Empowerment of local contractors 10.0 OUR SERVICE GUARANTEE No. Our Service Our Standard 1 Publication of the Road Sector Annual Work Plan To be ready by the 15 th Day of (RSAWP) December of each year 2 Publication of the Road Development Agency Procurement Plan 3 Review of Reports (Feasibility, Techno and Detailed Design) i. Inception Report ii. Preliminary Design Report iii. Draft Final Report 30 th January of each year i. Inception Report (1week) ii. Preliminary Design Report (in line with the TOR) (3 weeks) iii. Draft Final Report (2 weeks) 4 Tender floatation period for Open National Bidding Minimum 4 weeks from first advertisement date 5 Tender floatation period for Open International Bidding Minimum 6 weeks from first advertisement date 6 Responses to clarifications Within 7 working days after receipt 7 Commencement of Evaluation of Bids/Proposals Within 3 days from tender closing 8 Evaluation of bids` Within 21 days of the commencement of an evaluation 9 Issuance of Notice of Best Evaluated bidder Within 3 days of awarding a contract by Procurement Committee 10 Review of appeals (Respond to Appellant) Within 10 working days of receipt of appeal and all required documentation 11 Pre Contract negotiations To be held within 21 days 4

5 from Notice of Award 12 Contract signing Within 5 working days after receipt of clearance from AG 13 Payment to suppliers Within 30 days from receipt of invoice 14 Payment of suppliers (collection) Tuesday and Thursday of every week to Extension of validity of securities 3 months before expiry date 16 Issuance of Possession of Site Certificate Within 14 calendar days from receipt of signed contract 17 Issuance of Commencement Order Within 14 days of receipt of contract 18 Checking and processing of Advance payment Within 12 working days from date of receipt 19 Processing of Iterim Payment Certificates (IPCs) Within 33 working days 20 Verify and process Final Account Within 30 calendar days from receipt 21 Emergency Response Time Within 48 hrs from occurrence of event 22 Reaction time to potholes TMDs/Urban roads Within 48 hrs of potholes developing 23 Road Inspections 24 Issuance of approved Variation Order Within 26 days from receipt of variation order request 25 Site Meetings To be held on the 15 th day of every month 26 Approve Completion Certificates Within 3 working days 27 Respond to land compensation claims after investigation is made Within 14 calendar days of the claim being made or known 28 Physical Inspection of abnormal loads Within 2 days of receipt of payment for inspection fees 29 Issuance of abnormal load permit 1. No inspection 2. With inspection after inspection report Conditional letter (1day) 5 Within 2 days of receipt of application Within 3days of receipt of application 30 Escort of abnormal loaded vehicles 24 hours within permit issuance 31 Motor Vehicle Weighing All vehicles above 6tons passing through WB 32 Service Time (weighting time) 5 Minutes

6 33 Weighbridge Bridge Queuing Time Within 60 minutes 34 Transporter Complaints Within 48 hours 35 Highway Patrols Daily (5 hour duration) 36 Traffic Volume Surveys 10 days per route 37 Submission of Small Scale Prospecting Permit ( SPP 2 days application upon acquisition of site coordinates and EPB 38 Submission of request for Mining Permit once SPP 2 days application is submitted 39 Facilitation of contractors obtaining various permits 10 working days such as Appointment of Quarry Manager, Notification of Commencement of Works and Annual Operating Permits once the RDA has handed over a quarry site 40 Facilitation of contractors obtaining Motor Vehicle Authorization Permit for explosives transportation 2 weeks10 working days - Modification to vehicles Arrange for appointment in Kitwe 41 Facilitation of contractors obtaining Air Pollution 2 weeks 10 working days Permit from ZEMA 42 Approval of Toll Exemption Applications 20 Working Days Approved Date /./2015 BOARD CHAIRMAN 6