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GENERAL INFORMATION
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Service Commitment Charter

VISION

The vision of Khanya is to be a world leader in sustainable curriculum delivery through the use of Information Communication
Technology (ICT).

MISSION

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.

PREAMBLE

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:

• Develop appropriate project plans for implementing ICT facilities

• Create adequate infrastructure
• Procure and install hardware and software
• Provide basic ICT training to educators
• Empower educators to use ICT as a curriculum delivery tool
• Assist schools to become technically self-sufficient

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.

SERVICE COMMITMENTS

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:

• Discussion with Khanya staff when they visit schools

• Pay a visit to the Khanya Project Support Office
• Contact Khanya staff or Project Support Office by means of telephone
• Contact Khanya staff or Project Support Office by means of email
• Contact Khanya staff or Project Support Office by means of fax
• Mail

When dealing with Khanya in any of the ways listed above, one can expect the response to be:

• Courteous and respectful

• Open, honest and helpful
• Prompt (with regard to feedback)
• Receptive and responsive to negative feedback, treating complaints seriously
• Mindful of maintaining confidentiality

BATHO PELE (PEOPLE FIRST)

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.

FEEDBACK

In order to meet and improve service delivery standards, Khanya welcomes feedback. Khanya must be informed of:

• Outstanding service
• Service standards and commitments which were not met
• Any ideas on how Khanya can improve its programme and service delivery
• Any dissatisfaction with the conduct of a Khanya staff member

One can provide this feedback by:

• Contacting your Khanya regional representative

• Visiting the Khanya Project Support Office situated at: 18th Floor, Golden Acre Building, Adderley Street, Cape Town
• Phoning the Khanya Project Support Office (Ms A Crofton: 021 467 2223)
• Emailing Ms A Crofton at acrofton@pgwc.gov.za
• Posting a relevant comment on the Khanya blog: www.khanya.co.za/blogs
• Sending a fax to 021 425 7458
• Writing a letter to: The Programme Manager, Khanya, Private Bag X9114, Cape Town, 8000

FURTHER INFORMATION

Further information about Khanya services can be obtained by visiting the project's website and blog:

www.khanya.co.za
www.khanya.co.za/blog

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