South African
Council for the Architectural Profession (SACAP) service standards charter
1. Introduction
1.1 The service charter sets out the standards of service all stakeholders can expect from SACAP. We are committed to quality service standards to all our stakeholders including more extensive consultation with and feedback from our stakeholders.
1.2 The concept of quality stakeholder service also applies to the relationship within SACAP itself and we therefore regard our staff as our internal stakeholders.
1.3 SACAP is committed to maintaining the highest standards of professionalism, integrity and competence.
1.4 All enquires are categorised as either ‘incidents’ or ‘service requests’ and are given a priority level based on severity.
1.5 We aim to ensure that SACAP focus on service delivery; measure and assess performance; and initiate performance improvement.
2. Purpose and Values of SACAP
Vision
Transformed Architectural leaders serving society in a sustainable built environment
Mission
Values
Responsibility: being
accountable for our decisions and actions
Excellence: promoting
high standards
Integrity:
ethical behavior, honesty and trustworthiness
Respect: ethos
of dignity, tolerance and collaboration
Transparency:
appropriate disclosure of information and open debate
Cohesiveness: shared, coherent values and aspirations
3.
Our stakeholders
Successful regulation of the architectural profession depends largely on stakeholders’ trust in the fairness and objectivity of the standard-setting regulator. We attempt to earn and maintain this trust by adopting a transparent approach to our dealings with our stakeholders.
SACAP has a wide range of stakeholders including, registered persons, the public, Council for the Built Environment and Built Environment Councils; Local Municipalities; Department of Public Works; and Voluntary Associations.
4. Stakeholder engagement principles
4.1
Acknowledge: the issue,
question, idea, criticism or complaint;
4.2
Respond: by actioning the enquiry/setting timelines around
resolution;
4.3
Follow up: by providing updates on the enquiry as required;
4.4
Close out: to ensure all parties are satisfied with the outcome;
and
4.5 Review: with the intent to always look for continuous improvement opportunities.
5. Our service standards
We comply with our purpose and values and extend these values to all our
stakeholders. In our dealings with all our stakeholders, we will:
5.1
be prompt, impartial, open and accountable;
5.2
use the best available information to guide our
decision-making;
5.3
be mindful of our governing legislation, regulations
and policies when making decisions;
5.4
regard all individuals as legitimate stakeholders;
5.5
seek, respect and be responsive to the issues raised
by all our stakeholders, in particular registered persons and the public;
5.6 act with integrity, empathy, professionalism and mutual respect.
6. Our service delivery
SACAP is committed to providing a level of service that meets or exceeds
the expectations of all our stakeholders. We will:
6.1
take a proactive approach in providing information that
is clear, timely and accurate and meets the requirements of people with
specific needs;
6.2
provide quality services with courtesy, sensitivity and
the minimum delay, fostering a climate of mutual respect;
6.3
align our procedures and processes with best national,
foreign and international standards;
6.4
keep all our stakeholders, in particular registered
persons and the public fully informed about progress of all applications,
invoices, payments, complaints of improper conduct and provide information
about any delays and subsequent changed timeframes in a timely manner;
6.5
complete applications within stipulated timeframes;
6.6
acknowledge all correspondence or enquiries within (one) (1) day of receipt and provide an
expected response within three (3) days
while taking cognisance that complex enquiries can take longer to address; and
6.7
if such a reply cannot be issued within three days
timeframe, then an interim reply will be issued, informing a stakeholder that
the matter is continuing to receive attention.
7. Our standards in dealing with telephone and emails
queries
For stakeholders who telephone SACAP offices or email
our staff, we shall ensure that:
7.1
all telephone callers are treated with courtesy and
sensitivity;
7.2
staff give their full name and the name of their Unit
when answering the telephone calls;
7.3
a helpful and courteous service is provided to
telephone callers;
7.4
staff members are available to answer telephone calls
at all times during the normal working hours;
7.5
ensure that replies are clear using technical and
official terms only where this is absolutely necessary;
7.6 ensure that all replies carry a contact name, telephone number and email address.
8. Complaints
All complaints about poor service delivery from our
stakeholders should be escalated to the relevant line manager and if the issue
is not addressed, it should be immediately escalated to the office of the
Registrar.
We will maintain a well-publicized, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided to all our stakeholders.
The importance of stakeholder feedback
Stakeholder
feedback is imperative for continuous improvement. We ask that all stakeholders
should be open and honest with their feedback on the service SACAP provides.