Department:TourismNorth West Provincial GovernmentREPUBLIC OF SOUTH AFRICA

tourism

K A EG LI ES PO OL LE E ELTSW

Departmental Service Delivery Charter

VISION

Leading a dynamic, sustainable, diversified and vibrant tourism sector for the North West Province.

MISSION

To lead and grow a dynamic, sustainable, diversified and vibrant tourism sector for the North West Province through:

- Promoting partnerships and collaboration with all key

stakeholders, in particular the private sector.

- Promoting cultural and heritage tourism in the North West

- Strengthening institutional capacity

- Promoting good corporate and cooperative governance ; and

- Branding and marketing of north West province as a tourism

destination ; and

- Creativity and innovation

VALUES AND PRINCIPLES

We are committed to the following values:-

Accessibility, Responsiveness, Transparency, Excellence, Participation, Equity, Creativity and Innovation, Fairness and Accountability

North-West Department of Tourism has set the following

standards:

- Provision of friendly and helpful services;

- Openness and transparency about how our actual performance

compares with our services standards;

- Provision of appropriate signage and information desks;

- Act in a friendly and courteous manner;

- Front line staff wearing name tags at all times for easy

identification;

- Answer calls promptly;

- Ensure quality of services;

- Respond to queries and complaints promptly;

- Respond to mail and email correspondence promptly;

- Resolve customer complaints fairly, consistently and promptly;

Visibly display Batho Pele principles, service charters and service standards

Office Hours: Head Office District

Our offices are open from Monday to Friday only.

We open offices for service at: 08h00 - 16h30

Lunch break: 12h45 to 13h30

Where can we be found - Contact Information

Garona Building: Bojanala District Dr. Kenneth Kaunda

2nd Floor 014 597 0146 018 462 8509

West Wing kmosiane@nwpg.gov.zalsebego@nwpg.gov.za

University Drive

Mmabatho

Tel: 018 388 2081

Fax:

Website: www.nwpg.gov.za/tourism

www.facebook.com/NWDOT

Services that we provide:

Tourism Planning

Research and Policy Development

Planning and Sector Performance

Tourism Growth, Development and Transformation

Tourist Guiding and Regulatory Services

Tourism Sector Growth and Transformation

When you have a complaint:

- Please inform us immediately if you did not receive a good service

- You can provide compliment, complaint or suggestion about any

aspects of the services provided by or funded by the department:

You many write a letter

Drop an e-mail - lramakaba@nwpg.gov.za

Telephonically - 018 388 4817 / 2368

Visit our offices or utilise the social media

When you write/email to us, we pledge to:

- Acknowledge your letter within 03 days of receiving it.

- Update and inform you about progress until required service has

been delivered.

Our performance against our standards:

We shall publish the result of our performance against our standards each

year in our annual report and annual citizens report.

STANDARD OPERATING PROCEDURE

HOW TO QUALIFY TO BE A REQUIRED DOCUMENTS TO BE A

TOURIST GUIDE

Operating Tour Guides are tested through RPL processes and awarded a certificate by an accredited service provider.

Incumbents gets trained by an accredited service provider and awarded a certificate.

Trained tourist guides are registered by the Provincial Registrar

Tour Guides are taken through a First Aid in-house training.

Registered Tour Guides are provided with an Identity Card and Operating Badge that allocates the jurisdiction.

BUSINESS

PRODUCTS The owners should attain a legal name.

Allocated land should be rezoned to a business stand.

A Tribal authority should provide a letter of consent.

Acquire a Public Liability insurance

Site inspection conducted

Grading process completed

TOUR GUIDE

An Accredited Certificate

An Identity Card

An Operating Badge

Registration Certificate

Grading Certificate

BUSINESS

PRODUCTS

Business Registration Certificate

Grading Council Certificate Including the UA Grading Standards

“A Re Yeng Bokone Bophirima”