Service Commitments

In serving our clients, we are committed to be a proficient organization that works hard to provide services that meet clients' and stakeholders' expectations. PSC will ensure that the clients and stakeholders are regularly consulted and encouraged to participate in policy making through various platforms.

We will

Strive to provide accurate and consistent advice on services
Be polite, courteous and use simple, clear language (including indigenous languages) when dealing with our
Treat all people fairly, respecting their privacy and
Strive to provide accessible services and information to all our Clients and Stakeholders.
Strive to answer telephone calls to the PSC official lines within 30 seconds during business hours.
Strive to respond to communications promptly. We will respond to all correspondence in writing within five (5) working days from receipt.
Provide a range of online services on our website, including a window for feedback on our services
Provide for continuous interaction with clients through various social media platforms, these include; Facebook, Instagram, X and WhatsApp.

Specific Service Standards

We commit to serve you and will measure our performance based on the standards for services which are shown below by Agencies:

KEY FUNCTION	DIMENSION	CLIENT	SERVICE STANDARD
Talent Acquisition	Employment applications	Ministries, Departments and Agencies Members of the public	Respond to postal registration queries within 3 days Attend to walk-in clients within 5 minutes.
	Appointment authorities	Office of the President and Cabinet. President’s Department. Ministries, Departments and Agencies.	Respond to recommendations for all appointments within seven (7) working days.
	Detailed Establishment Tables.	Office of the President and Cabinet. Ministries/Departments and Agencies. Other Commissions.	Conduct Monthly (30 days) vacancy analysis for Ministries and Departments.
	Career guidance programmes, and activities	Ministry of Higher and Tertiary Education, Innovation and Science and Technology Development. Universities and Colleges. Primary and Secondary Schools. General Public	Visit tertiary education institutions annually to advice on career prospects in the public service. Visit selected secondary schools annually Exhibit at Agricultural shows/ZITF annually. Job fairs as and when resources are available.
	Promotional applications	Ministries, Departments and Agencies President’s Department	Upon request and subject to availability of funding, produce vacancy announcements and press adverts to fill promotional posts within ten (14) working days Produce shortlist of recommended candidates within 10 working days Preliminary interviews within 10 working days. Submit recommendations for promotions to the Commission within thirty (30) working days
	Transfers and regrading applications	Ministries, Departments and Agencies	Respond to regrading requests from MDAs within five (5) working days
	Foreign deployment applications (for locally recruited staff).	Ministries, Departments and Agencies	Submit recommendations on posting and secondment of members of the Public Service to Regional, International Organizations and Diplomatic Missions within thirty (30) days, from date of submission.
	Foreign deployment applications (for locally recruited staff).	Ministries, Departments and Agencies	Recommendations to Commission within 14 days. Communicate Commission decision within 3 days.
	Commission Directives	Ministries, Departments and Agencies	Communicate Commission Directives within 2 working days
Occupational Competencies Assessment	Expeditious administration and reporting of candidates’ performance.	Public Service Commission, Line Ministries/Departments. Job Applicants. Public and Private Sector Organizations	Conduct Public Service Psychometric Tests within seven (7) days of receiving a request Produce a Psychometric Report within three (3) working days after testing Provide feedback to assessed candidates (upon request) within fourteen (14) working days after tests
Inclusivity and Gender Mainstreaming	Compliance to Commission and National Policy directives	Ministries, Departments and Agencies Zimbabwe Gender Commission	Monthly and quarterly reports on inclusivity and gender mainstreaming
Employee Health and Wellness	Planned employee health and wellness events and programmes.	Ministries, Departments and Agencies	Monthly workplace wellness calendar in every Ministry
Review and align the organizational structures and D.E.Ts	Timely Development and design of organizational structures and Detailed Establishment Tables (DETs). Conduct Job Evaluation for Line Ministries, Departments ,other Commissions and Grant-Aided Institutions	Line Ministries, Departments, other Commissions and Grant Aided Institutions	Design and develop organizational structures within 30 working days. Develop and update Detailed Establishment Tables (DETs) within 5 working days from the date of approval Carry out Job evaluation after every four (4) years.
Exercise control and disciplinary power over members of the public service	Acknowledge receipt of cases	Heads of Ministries/ Departments and Public Servants	Acknowledge receipt of cases within 3 days
	Decide on application for reviews	Public Servants, Heads of Ministries/ Departments and worker’s representatives	Within 30 days of receipt
	Communicate decision	Heads of Ministries/ Departments and Public Servants	Within 3 days after Commission decision
Investigate grievances and provide remedy	Acknowledge receipt of grievance	Public Servants	Within 3 days of receipt
Investigate grievances and provide remedy	Investigate and remedy grievances and disputes	Public Servants	As stipulated in the Regulations
Implement an efficient, fair, reliable, auditable and transparent Performance Management System	Collection and validation of performance data Reports on performance management systems	Heads of Ministries/ Departments and Public Servants	Circular provisions Annual Reports on performance ratings
Processing of salaries and Sector specific allowances, statutory and Voluntary deductions	Salaries and allowances	Ministries/ Departments and Public Servants blic servants	In compliance with Regulations and the approved salary key scales Payments done monthly on gazetted dates.
Processing of Extensions of Employment Service/Term of Office	Extension of Employment of Service	Public servants Ministries Departments and Agencies	Feedback relayed within ten (10) working Days
Processing of Compassionate Fund Assistance	Compassionate Assistance	Public servants	Within a day upon submission of required documents from the claimant
Processing of applications to join or upgrade PSMAS Schemes	PSMAS Applications	Public servants	Within (1) working Day
Processing Terminal Benefits	Terminal Benefits	Public Servants Retirees Dependents Children up to 19 years and beneficiaries.	Within ten (10) working Days
Processing of Acting and Responsibility Allowances	Acting and Responsibility allowances	Public Servants	Within ten (10) working Days
Processing of applications for Rebates of Duty on Motor Vehicles Imported by Public Servants (*and Submission to MoFEDIP*)	Rebates	Public Servants	Within 3 working Days of receipt
Process and pay pension benefits	Pension benefits	Pensioners Retirees Dependents Children up to 19 years and beneficiaries.	Within a month of receipt and acceptance of completed form (PD1)
Process and pay refund of pension contribution	Pay out refunds	Former Government employees Dependents Children up to 19 years and beneficiaries.	Within two months of receipt and acceptance of completed form (PD3)
Process funeral assistance	Funeral Assistance	Public Servants	Within a day upon submission of required documents from the claimant
Provision of transport to ferry Public Servants	Bus services	Public servants	As per approved timetable
Process transport request (Buses) for Government oriented programmes	Bus services	Line Ministries and Departments	Within five days upon receipt of the written request
Processing of Human Resources Development Plans (HRDPs)	Human Resources Development Plan	Public Servants Line Ministries.	Within one week upon receipt of application
Processing of applications for Manpower Development Leave	Manpower Development Leave	Public Servants Line Ministries.	Within one week upon receipt of application
Training of Members on generic mandatory programmes	Mandatory Courses	Public Servants Ministries, Departments and Agencies.	As per approved annual training Calendar
Training of Members on sector specific programmes	Training in sector specific courses	Public Servants Ministries, Departments and Agencies.	As per approved annual training Calendar and resource availability
Conduct Customer Satisfaction Survey	Client Satisfaction Report	Ministries, Departments and Agencies. Citizenry	2 months after undertaking the survey.
Review of Line Ministries Strategic Plans.	Strategic Plans Reviewed	Ministries, Departments and Agencies Commission	A month after date of receipt.
Publications	Annual Report	Parliament Minister of Public Service Office of the President and Cabinet	By 31st of March every year
Media Communication	Media enquiries	Line Ministries Media General public	Acknowledgement of receipt of enquiry within 24 hours Provision of approved responses within 48 hours thereafter
	Website	Line Ministries Media General public	Updated weekly
	Social media (Facebook/X/ Instagram/YouTube/WhatsApp)	Media General public	Instant responses

Performance Audit

· Systems Audits · Programme and Project Validations · Investigations · Compliance Audits · Service Delivery Inspections · Resource utilisation audits · Validation of performance results

· Ministries, Departments and Agencies · Members of the public

· Submission of reports within 15 working days post-inspections · Submission of reports within 15 working days post-audits · Launching investigations on allegations of unethical conduct within 5 working days after receiving complaints